Understanding and enhancing how hospital staff learn from and act on patient experience data

Sheard L, Marsh C, Mills T, Peacock R, Langley J, Partridge R, Gwilt I, Lawton R
Record ID 32015001179
Authors' objectives: In recent years, the NHS has recognised the importance of getting feedback from patients about their hospital experiences. For example, most hospitals now collect information about whether a patient would recommend the hospital to their friends and family. Patient Experience (PE) information is also available through routine surveys, the complaints patients make and via social media forums (e.g. Patient Opinion, NHS Choices and Twitter). The amount of data available is greater than ever and has the potential to be useful for ward staff and hospital management boards seeking to improve patients experiences of their hospital care. However, research has not kept pace with this growth in PE data, and we know little about which types of feedback staff teams use or how they use them to make improvements. Our previous research suggests that staff are overwhelmed by this data, some of which does not help them to understand what they need to do to improve (i.e. it simply provides them with a score) and even when they do have good information, they can struggle to make good use of it. The overall aim of this research is to understand and improve how hospital staff learn from and act on PE data. The research is conducted in 4 stages; each stage addresses a different purpose.
Project Status: Completed
Year Published: 2019
English language abstract: An English language summary is available
Publication Type: Not Assigned
Country: England, United Kingdom
MeSH Terms
  • Quality Improvement
  • Nursing Staff, Hospital
  • Personnel, Hospital
  • Patient Satisfaction
  • Outcome and Process Assessment, Health Care
Organisation Name: NIHR Health Services and Delivery Research programme
Contact Address: NIHR Journals Library, National Institute for Health and Care Research, Evaluation, Trials and Studies Coordinating Centre, Alpha House, University of Southampton Science Park, Southampton SO16 7NS, UK
Contact Name: journals.library@nihr.ac.uk
Contact Email: journals.library@nihr.ac.uk
Copyright: Queen's Printer and Controller of HMSO
This is a bibliographic record of a published health technology assessment from a member of INAHTA or other HTA producer. No evaluation of the quality of this assessment has been made for the HTA database.