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Improving the usefulness and use of patient survey programmes: Views from the frontline

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Title: Improving the usefulness and use of patient survey programmes: Views from the frontline
Authors: Flott, K
Darzi, A
Gancarczyk, S
Mayer, E
Item Type: Journal Article
Abstract: Background: A growing body of evidence suggests a concerning lag between collection of patient experience data and its application in service improvement. This study aims to identify what health care staff perceive to be the barriers and facilitators to using patient-reported feedback and showcase successful examples of doing so. Objective: This study aimed to apply a systems perspective to suggest policy improvements that could support efforts to use data on the frontlines. Methods: Qualitative interviews were conducted in eight National Health Service provider locations in the United Kingdom, which were selected based on National Inpatient Survey scores. Eighteen patient-experience leads were interviewed about using patient-reported feedback with relevant staff. Interviews were transcribed and underwent thematic analysis. Staff-identified barriers and facilitators to using patient experience feedback were obtained. Results: The most frequently cited barriers to using patient reported feedback pertained to interpreting results, understanding survey methodology, presentation of data in both national Care Quality Commission and contractor reports, inability to link data to other sources, and organizational structure. In terms of a wish list for improved practice, staff desired more intuitive survey methodologies, the ability to link patient experience data to other sources, and more examples of best practice in patient experience improvement. Three organizations also provided examples of how they successfully used feedback to improve care. Conclusions: Staff feedback provides a roadmap for policy makers to reconsider how data is collected and whether or not the national regulations on surveys and patient experience data are meeting the quality improvement needs of local organizations.
Issue Date: 24-Apr-2018
Date of Acceptance: 27-Sep-2017
URI: http://hdl.handle.net/10044/1/51716
DOI: https://dx.doi.org/10.2196/jmir.8806
ISSN: 1438-8871
Publisher: JMIR Publications
Start Page: e141
End Page: e141
Journal / Book Title: Journal of Medical Internet Research
Volume: 20
Issue: 4
Copyright Statement: ┬ęKelsey Flott, Ara Darzi, Sarah Gancarczyk, Erik Mayer. Originally published in the Journal of Medical Internet Research (http://www.jmir.org), 24.04.2018. This is an open-access article distributed under the terms of the Creative Commons Attribution License (https://creativecommons.org/licenses/by/4.0/), which permits unrestricted use, distribution, and reproduction in any medium, provided the original work, first published in the Journal of Medical Internet Research, is properly cited. The complete bibliographic information, a link to the original publication on http://www.jmir.org/, as well as this copyright and license information must be included.
Sponsor/Funder: Imperial College Healthcare NHS Trust
National Institute for Health Research (NIHR)
Imperial College Healthcare NHS Trust- BRC Funding
Funder's Grant Number: RDPSC 79560
RDPSC 79560
Keywords: patient data
patient experience
08 Information And Computing Sciences
11 Medical And Health Sciences
17 Psychology And Cognitive Sciences
Medical Informatics
Publication Status: Published
Appears in Collections:Department of Surgery and Cancer
Institute of Global Health Innovation