1. Training Role Module 7 – Feedback Reviewer Ver. 14 Oct 2009

2. Role Module 7 – Feedback Reviewer Objective –To understand how feedback is left by users and, as a Feedback Reviewer, to be able to check and handle feedback Audience –Healthcare communities’ designated Feedback Reviewers –Programme management –Trainers Format –Instructor-led presentation and demonstration –Questions, discussion and hands-on practice by participants Duration –ca. 1 hr 2

3. Role Module 7 – Feedback Reviewer Module contents This module will cover: 1.How feedback is left 2.How to check feedback 3.How to respond to feedback

4. Role Module 7 – Feedback Reviewer Instructions Log into Map Display as a Feedback Reviewer or Local Admin Editor Training URL: –http://demo.mapofmedicine.comhttp://demo.mapofmedicine.com Training logon details: –As advised

5. Introduction © 2008 Map of Medicine Ltd. Commercial and in confidence.

6. Role Module 7 – Feedback Reviewer 6 Introduction –Users are encouraged to provide feedback regarding the Map of Medicine, in terms of: –Clinical Content Feedback: This is feedback about the care map flow and supporting information available in care maps, pages or nodes. –Ease of Use Feedback: This is feedback about the Map of Medicine application and how it functions

7. Role Module 7 – Feedback Reviewer 7 Leaving Feedback –Feedback is left by users in one of two ways: 1.Feedback about functionality or clinical content Use the ‘Product feedback’ link at the bottom of any page and, for type, select either ‘Ease of use’ or ‘Clinical content’ The Feedback Reviewer will see the Subject text in the list of feedback received from your view, so make sure that your subject line is as specific as possible about the nature and content of your feedback.

8. Role Module 7 – Feedback Reviewer 8 Leaving Feedback 2.Feedback about a particular page or node Use the “Give feedback” button at the top of any page. The feedback type will recorded as ‘Clinical content’ and the selected care map/page/node will also be recorded

9. Role Module 7 – Feedback Reviewer After leaving feedback –All feedback that you leave, and replies to your feedback, can be viewed by using the ‘Product feedback’ link at the bottom of any page –You will need to be in the view in which you left the feedback –You also receive a visual indication of when your feedback has received a reply or action as it will show as an item of unread feedback: 9

10. Role Module 7 – Feedback Reviewer After leaving feedback –Your previous feedback is found at the bottom of the same ‘Initiate’ tab that you use to leave feedback: –All pieces of feedback containing unread messages will be displayed in bold text: 10

11. Role Module 7 – Feedback Reviewer Replies to feedback –Replies are found beneath the original issue and are arranged chronologically, with the most recent reply at the top of the list and replies becoming older as you move down the list. –Who can view a piece of feedback? –The user who logged it –The feedback reviewer(s) for the view it was logged in –Also, the feedback reviewer(s) for views to which the feedback is escalated –What replies will they be able to see or add? –Any user who can view a piece of feedback can view all the replies and add replies

12. Feedback review © 2008 Map of Medicine Ltd. Commercial and in confidence.

13. Role Module 7 – Feedback Reviewer The Feedback Reviewer Role? –Feedback Reviewers are responsible for reviewing any feedback from the local user community and deciding how it should be addressed. –A process should be in place to ensure a. Feedback is checked regularly b. Relevant clinical groups are informed or feedback where appropriate

14. Role Module 7 – Feedback Reviewer How do you check for new feedback? –To manage feedback, you will need to have Feedback Reviewer permissions for the appropriate views of the Map of Medicine. –Switch to the view whose feedback you want to check. –There are two different ways to check for feedback: a)From the homepage, navigate to any care map. The Feedback button will display the total number of unread pieces of feedback in your view of the Map of Medicine. Click it to go to straight to the Review tab on the Feedback screen. b)Or, from any page, click the Product feedback link at the bottom of the screen. This will take you the Feedback screen. Then select the Review tab.

15. Role Module 7 – Feedback Reviewer The Feedback screen Remember, you must be in the view of the Map of Medicine in which the feedback was logged (or one to which it has been escalated) in order to see it.

16. Role Module 7 – Feedback Reviewer List of feedback –New feedback and feedback containing unread replies is marked in bold –Feedback that has been resolved is hidden by default –To browse for a closed issue, click ‘Show all feedback’ –The priority, subject, date and status of feedback is shown –Click on a header to sort feedback –Click on the subject of an item of feedback to view it and respond

17. Role Module 7 – Feedback Reviewer Feedback status and priority Feedback can have the following statuses: –Awaiting review –The feedback is still open. –Escalated to (view name) –The feedback is still open. It has been read and then escalated. –Under consideration by (view name) –The feedback is still open. It has been read and then escalated, and someone in the view it was escalated to has subsequently replied. –Closed –Resolved Feedback can have the following priorities: –Normal –Urgent

18. Role Module 7 – Feedback Reviewer Handling feedback (1) Handling feedback about local admin info or clinical content in local pages –Acknowledge the feedback: –Add a reply –Local health community’s team reviews the feedback and either actions it (e.g. local admin info) or schedules it to be included in a future update (e.g. next month’s publication or annual review) –When the issue can be closed, close it and add a reply: –Close

19. Role Module 7 – Feedback Reviewer Handling feedback (2) Handling feedback about product features or ease of use, and local admin info or clinical content in sector, network or national-level pages –Escalate the item and add a reply: –Escalate –Feedback will be reviewed by the team it has been escalated to and either resolved by them, or escalated further upwards –When the issue can be closed, close it and add a reply: –Close

20. Role Module 7 – Feedback Reviewer Receiving escalated feedback –If feedback has been escalated to you, you will see it on your Review tab –As with all feedback, you should respond to escalated feedback as soon as possible –If you are unable to resolve a piece of feedback that has been escalated to you, you in turn can escalate it further –It will then be shown in the feedback queue for the view above yours –As with all feedback, all feedback reviewers who can see a piece of feedback can see all comments that have been left on it (as can the user who logged it), so they will be able to see the history of prior correspondence

21. End of module Questions?