Abstract 146 Building big data from experience: a new model for prems collection and utilisation

Background: Patient-reported experience measures (PREMs) can help the design and management of healthcare services, and inform policymaking. However, the experience is typically measured using standard closed-ended questions, collected only periodically and unsystematically. This dearth of data is particularly problematic in pediatric settings due to exacerbated information and power asymmetries. Study Question: How can healthcare providers make use of new technologies and analytical techniques to enable the systematic and continuous collection and utilisation of pediatric PREMs? Methods: This study describes the cases of Meyer Hospital (Florence) and Children’s Clinical University Hospital (Riga) that, from December 2018, adopted a digital PREMs survey. The questionnaire was developed by hospital managers and physicians, collaborating with researchers from the MeS Laboratory - Sant’Anna School of Advanced Studies (Pisa). It consists of open-ended and closed-ended questions, some of which are adopted from the pediatric Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS). It can be answered directly by adolescent patients or by caregivers and includes a section specifically addressed to children. The questionnaire is administered digitally upon discharge to all enrolled patients. A web platform collects, analyses and illustrates data in aggregate and anonymous form to hospital staff in real time. Results: This study sets out the development of a new pediatric PREMs questionnaire, plus a digital and automatic survey administration and data reporting system. Conclusions: This model has several features which may be of interest to clinicians and administrators and can be replicated elsewhere: notably, inclusion of narrative sections, enabling greater richness of information; differential access for different staff groups and researchers through an online platform, enabling prompt use of data and possibilities for action; dual implementation in two sites in different settings, enabling comparison and shared learning. Health Policy Implications: This approach to PREMs can provide professionals at all levels in healthcare systems with a novel source of insight to support quality improvements.