Developing approaches to the collection and use of evidence of patient experience below the level of national surveys

National approaches to collecting patient feedback provide trust level information which although can provide a benchmark for trusts often doesn’t provide information about specific services or patients experiences of pathways of care. This more granular level of data could be more informative for l...

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Autores principales:	Elizabeth Gibbons, Chris Graham, Jenny King, Kelsey Flott, Crispin Jenkinson, Raymond Fitzpatrick
Formato:	article
Lenguaje:	EN
Publicado:	The Beryl Institute 2016
Materias:	patient experience; prems; pathways; service-lines; national health service; service improvement; patient centred care quality of care Medicine (General) R5-920 Public aspects of medicine RA1-1270
Acceso en línea:	https://doaj.org/article/b61131ead0ec4a1b87bfaf96c3e75631
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spelling	oai:doaj.org-article:b61131ead0ec4a1b87bfaf96c3e756312021-11-15T04:21:38ZDeveloping approaches to the collection and use of evidence of patient experience below the level of national surveys2372-0247https://doaj.org/article/b61131ead0ec4a1b87bfaf96c3e756312016-04-01T00:00:00Zhttps://pxjournal.org/journal/vol3/iss1/12https://doaj.org/toc/2372-0247National approaches to collecting patient feedback provide trust level information which although can provide a benchmark for trusts often doesn’t provide information about specific services or patients experiences of pathways of care. This more granular level of data could be more informative for local service development and improvement. This research explored the feasibility and usefulness of such approaches.<strong> </strong>A conceptual model and standard questionnaire of patient experience was developed that might work across a range of services and pathways of care. Seven trusts were recruited as collaborating sites in which the model and survey instrument was tested. These were from different geographical locations and settings. The impact of the pilot and survey results on the improvement and development of services was evaluated.<strong> </strong>The service- line approach to capturing patient feedback was generally more feasible and considered of value for service improvement. The collection of patients’ experiences across pathways of care was more challenging in terms of the development of the survey and interpretation of results. However, many sites identified specific actionable areas for improvement.<strong> </strong>This study has shown that it is possible to develop and apply a standardised survey in a range of services and provides evidence that a consistent unified approach to monitoring patient experiences is feasible. However several methodological problems are acknowledged such as the availability of resources and capacity for improvements to services and care. Evidence is now particularly needed to establish how best to produce positive impact from patient feedback.<strong></strong>Elizabeth GibbonsChris GrahamJenny KingKelsey FlottCrispin JenkinsonRaymond FitzpatrickThe Beryl Institutearticlepatient experience; prems; pathways; service-lines; national health service; service improvement; patient centred carequality of careMedicine (General)R5-920Public aspects of medicineRA1-1270ENPatient Experience Journal (2016)
institution	DOAJ
collection	DOAJ
language	EN
topic	patient experience; prems; pathways; service-lines; national health service; service improvement; patient centred care quality of care Medicine (General) R5-920 Public aspects of medicine RA1-1270
spellingShingle	patient experience; prems; pathways; service-lines; national health service; service improvement; patient centred care quality of care Medicine (General) R5-920 Public aspects of medicine RA1-1270 Elizabeth Gibbons Chris Graham Jenny King Kelsey Flott Crispin Jenkinson Raymond Fitzpatrick Developing approaches to the collection and use of evidence of patient experience below the level of national surveys
description	National approaches to collecting patient feedback provide trust level information which although can provide a benchmark for trusts often doesn’t provide information about specific services or patients experiences of pathways of care. This more granular level of data could be more informative for local service development and improvement. This research explored the feasibility and usefulness of such approaches.<strong> </strong>A conceptual model and standard questionnaire of patient experience was developed that might work across a range of services and pathways of care. Seven trusts were recruited as collaborating sites in which the model and survey instrument was tested. These were from different geographical locations and settings. The impact of the pilot and survey results on the improvement and development of services was evaluated.<strong> </strong>The service- line approach to capturing patient feedback was generally more feasible and considered of value for service improvement. The collection of patients’ experiences across pathways of care was more challenging in terms of the development of the survey and interpretation of results. However, many sites identified specific actionable areas for improvement.<strong> </strong>This study has shown that it is possible to develop and apply a standardised survey in a range of services and provides evidence that a consistent unified approach to monitoring patient experiences is feasible. However several methodological problems are acknowledged such as the availability of resources and capacity for improvements to services and care. Evidence is now particularly needed to establish how best to produce positive impact from patient feedback.<strong></strong>
format	article
author	Elizabeth Gibbons Chris Graham Jenny King Kelsey Flott Crispin Jenkinson Raymond Fitzpatrick
author_facet	Elizabeth Gibbons Chris Graham Jenny King Kelsey Flott Crispin Jenkinson Raymond Fitzpatrick
author_sort	Elizabeth Gibbons
title	Developing approaches to the collection and use of evidence of patient experience below the level of national surveys
title_short	Developing approaches to the collection and use of evidence of patient experience below the level of national surveys
title_full	Developing approaches to the collection and use of evidence of patient experience below the level of national surveys
title_fullStr	Developing approaches to the collection and use of evidence of patient experience below the level of national surveys
title_full_unstemmed	Developing approaches to the collection and use of evidence of patient experience below the level of national surveys
title_sort	developing approaches to the collection and use of evidence of patient experience below the level of national surveys
publisher	The Beryl Institute
publishDate	2016
url	https://doaj.org/article/b61131ead0ec4a1b87bfaf96c3e75631
work_keys_str_mv	AT elizabethgibbons developingapproachestothecollectionanduseofevidenceofpatientexperiencebelowthelevelofnationalsurveys AT chrisgraham developingapproachestothecollectionanduseofevidenceofpatientexperiencebelowthelevelofnationalsurveys AT jennyking developingapproachestothecollectionanduseofevidenceofpatientexperiencebelowthelevelofnationalsurveys AT kelseyflott developingapproachestothecollectionanduseofevidenceofpatientexperiencebelowthelevelofnationalsurveys AT crispinjenkinson developingapproachestothecollectionanduseofevidenceofpatientexperiencebelowthelevelofnationalsurveys AT raymondfitzpatrick developingapproachestothecollectionanduseofevidenceofpatientexperiencebelowthelevelofnationalsurveys
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Developing approaches to the collection and use of evidence of patient experience below the level of national surveys

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