Understanding how frontline staff use patient experience data for service improvement - an exploratory case study evaluation and national survey (US-PEx)

Locock L, Graham C, King J, Parkin S, Chisholm A, Montgomery C, Gibbons E, Ainley E, Bostock J, Gager M, Churchill N, Dopson S, Greenhalgh T, Martin A, Powell J, Sizmur S, Ziebland S
Record ID 32016000041
Authors' objectives: Patient experience is a key component of quality of care, & improving it is a priority for the NHS, especially after recent serious issues such as those at Mid Staffordshire Hospital & Winterbourne View. There is much evidence about what matters to patients about their experience of care - e.g. that it should be delivered in a way that is convenient for them; that they are well informed about their diagnosis & treatment; involved in decisions; that staff communicate kindly & respectfully; & that people's privacy, dignity & comfort are attended to. Yet the pace of change is slow; both survey & interview evidence demonstrates that there is still a long way to go to make care genuinely & consistently person-centred. Collecting data about patients' experiences is not enough; we need to use the data to improve care. Many of the things that matter most to patients are about relationships with & behaviour of frontline staff. Not enough is yet known about the best ways to support staff to use information about patient experience to improve care. There is some promising but limited evidence of approaches which have made a difference, such as facilitated feedback & discussion with ward staff of numerical survey findings, & use of filmed personal stories to trigger change as part of an approach called experience-based co-design, in which staff & patients work together to improve care. We need to add to this evidence by improving our understanding of how frontline staff use different types of patient experience data for quality improvement; what motivates them to get involved in improvement; what helps or hinders; & what can be done to make patient experience data more convincing, credible &practically useful. These are our main research questions.
Project Status: Completed
Year Published: 2020
English language abstract: An English language summary is available
Publication Type: Not Assigned
Country: England, United Kingdom
MeSH Terms
  • Computer Systems
  • Quality Improvement
  • Surveys and Questionnaires
  • Patient Satisfaction
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
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