Patient feedback: Listening and responding to patient voices

The study aim was to identify key strategies to improve organisational systems and care experiences, to confront the challenges of achieving effective patient feedback throughout a large healthcare organisation.<strong> </strong>A mixed methods exploratory approach was used. Purposive an...

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Autores principales:	Simon Radmore, Kathy Eljiz, David Greenfield
Formato:	article
Lenguaje:	EN
Publicado:	The Beryl Institute 2020
Materias:	patient feedback patient centred care patient experience patient satisfaction patient engagement qualitative methods healthcare health management Medicine (General) R5-920 Public aspects of medicine RA1-1270
Acceso en línea:	https://doaj.org/article/6a94ede81e494a4392dc3a513a6c28a7
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spelling	oai:doaj.org-article:6a94ede81e494a4392dc3a513a6c28a72021-11-15T04:31:12ZPatient feedback: Listening and responding to patient voices2372-0247https://doaj.org/article/6a94ede81e494a4392dc3a513a6c28a72020-04-01T00:00:00Zhttps://pxjournal.org/journal/vol7/iss1/4https://doaj.org/toc/2372-0247The study aim was to identify key strategies to improve organisational systems and care experiences, to confront the challenges of achieving effective patient feedback throughout a large healthcare organisation.<strong> </strong>A mixed methods exploratory approach was used. Purposive and snowball sampling, semi-structured interviews with key stakeholders, and document analysis of existing feedback processes was utilised. The setting was a large metropolitan Local Health District in Sydney, Australia. Data was examined using thematic and content analysis. Participants identified no single feedback process was able to adequately gather all feedback necessary to reflect the patient experience. Patient feedback processes that are most useful: are in alignment with patient centred care principles; and, promote the return of information in a timely manner. Two types of patient feedback and their value was identified: proposals for resources; and, suggestions for improvements in processes. The optimal approach to gathering patient feedback requires: a combination of approaches; questioning about patient centred domains; and structured/unstructured and open/closed formats. Guidance and coordination from a central unit is imperative if improvement is to be integrated and effective across a large organisation. The study reveals that the key to achieving an effective patient feedback system is to utilise a multifaceted approach. A combination of approaches provides a comprehensive, adaptive strategy to address patient experience, satisfaction and outcomes. This approach, implemented throughout the organisation, enables relevant and actionable patient feedback to be gathered and implemented in a timely manner. <strong>Experience Framework</strong> This article is associated with the Policy & Measurement lens of The Beryl Institute Experience Framework. (<a href="http://bit.ly/ExperienceFramework">http://bit.ly/ExperienceFramework</a>) <ul> <li><a href="https://www.theberylinstitute.org/page/PXSEARCH#resource-list-all/?view_28_page=1&view_28_filters=%5B%7B%22field%22%3A%22field_38%22%2C%22operator%22%3A%22in%22%2C%22value%22%3A%5B%22PXJ%20Article%22%5D%7D%2C%7B%22field%22%3A%22field_20%22%2C%22operator%22%3A%22is%22%2C%22value%22%3A%5B%22%22%5D%7D%2C%7B%22field%22%3A%22field_40%22%2C%22operator%22%3A%22is%22%2C%22value%22%3A%5B%22%22%2C%22Policy%20%26%20Measurement%22%5D%7D%2C%7B%22field%22%3A%22field_41%22%2C%22operator%22%3A%22is%22%2C%22value%22%3A%5B%22%22%5D%7D%5D">Access other PXJ articles</a> related to this lens.</li> <li><a href="https://www.theberylinstitute.org/page/Ecosystem-PolicyMeasurement">Access other resources</a> related to this lens.</li> </ul>Simon RadmoreKathy EljizDavid GreenfieldThe Beryl Institutearticlepatient feedbackpatient centred carepatient experiencepatient satisfactionpatient engagementqualitative methodshealthcarehealth managementMedicine (General)R5-920Public aspects of medicineRA1-1270ENPatient Experience Journal (2020)
institution	DOAJ
collection	DOAJ
language	EN
topic	patient feedback patient centred care patient experience patient satisfaction patient engagement qualitative methods healthcare health management Medicine (General) R5-920 Public aspects of medicine RA1-1270
spellingShingle	patient feedback patient centred care patient experience patient satisfaction patient engagement qualitative methods healthcare health management Medicine (General) R5-920 Public aspects of medicine RA1-1270 Simon Radmore Kathy Eljiz David Greenfield Patient feedback: Listening and responding to patient voices
description	The study aim was to identify key strategies to improve organisational systems and care experiences, to confront the challenges of achieving effective patient feedback throughout a large healthcare organisation.<strong> </strong>A mixed methods exploratory approach was used. Purposive and snowball sampling, semi-structured interviews with key stakeholders, and document analysis of existing feedback processes was utilised. The setting was a large metropolitan Local Health District in Sydney, Australia. Data was examined using thematic and content analysis. Participants identified no single feedback process was able to adequately gather all feedback necessary to reflect the patient experience. Patient feedback processes that are most useful: are in alignment with patient centred care principles; and, promote the return of information in a timely manner. Two types of patient feedback and their value was identified: proposals for resources; and, suggestions for improvements in processes. The optimal approach to gathering patient feedback requires: a combination of approaches; questioning about patient centred domains; and structured/unstructured and open/closed formats. Guidance and coordination from a central unit is imperative if improvement is to be integrated and effective across a large organisation. The study reveals that the key to achieving an effective patient feedback system is to utilise a multifaceted approach. A combination of approaches provides a comprehensive, adaptive strategy to address patient experience, satisfaction and outcomes. This approach, implemented throughout the organisation, enables relevant and actionable patient feedback to be gathered and implemented in a timely manner. <strong>Experience Framework</strong> This article is associated with the Policy & Measurement lens of The Beryl Institute Experience Framework. (<a href="http://bit.ly/ExperienceFramework">http://bit.ly/ExperienceFramework</a>) <ul> <li><a href="https://www.theberylinstitute.org/page/PXSEARCH#resource-list-all/?view_28_page=1&view_28_filters=%5B%7B%22field%22%3A%22field_38%22%2C%22operator%22%3A%22in%22%2C%22value%22%3A%5B%22PXJ%20Article%22%5D%7D%2C%7B%22field%22%3A%22field_20%22%2C%22operator%22%3A%22is%22%2C%22value%22%3A%5B%22%22%5D%7D%2C%7B%22field%22%3A%22field_40%22%2C%22operator%22%3A%22is%22%2C%22value%22%3A%5B%22%22%2C%22Policy%20%26%20Measurement%22%5D%7D%2C%7B%22field%22%3A%22field_41%22%2C%22operator%22%3A%22is%22%2C%22value%22%3A%5B%22%22%5D%7D%5D">Access other PXJ articles</a> related to this lens.</li> <li><a href="https://www.theberylinstitute.org/page/Ecosystem-PolicyMeasurement">Access other resources</a> related to this lens.</li> </ul>
format	article
author	Simon Radmore Kathy Eljiz David Greenfield
author_facet	Simon Radmore Kathy Eljiz David Greenfield
author_sort	Simon Radmore
title	Patient feedback: Listening and responding to patient voices
title_short	Patient feedback: Listening and responding to patient voices
title_full	Patient feedback: Listening and responding to patient voices
title_fullStr	Patient feedback: Listening and responding to patient voices
title_full_unstemmed	Patient feedback: Listening and responding to patient voices
title_sort	patient feedback: listening and responding to patient voices
publisher	The Beryl Institute
publishDate	2020
url	https://doaj.org/article/6a94ede81e494a4392dc3a513a6c28a7
work_keys_str_mv	AT simonradmore patientfeedbacklisteningandrespondingtopatientvoices AT kathyeljiz patientfeedbacklisteningandrespondingtopatientvoices AT davidgreenfield patientfeedbacklisteningandrespondingtopatientvoices
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Patient feedback: Listening and responding to patient voices

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