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Improving the usefulness and use of patient survey programs: National Health Service Interview Study

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Title: Improving the usefulness and use of patient survey programs: National Health Service Interview Study
Authors: Flott, K
Darzi, A
Gancarczyk, S
Mayer, E
Item Type: Working Paper
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: 22-Aug-2017
URI: http://hdl.handle.net/10044/1/73809
Publisher: JMIR Preprints
Copyright Statement: © 2017 The Authors.
Sponsor/Funder: Imperial College Healthcare NHS Trust- BRC Funding
National Institute for Health Research
The Health Foundation
Funder's Grant Number: RDB04
n/a
RDB18 79650
Keywords: Medical Informatics
08 Information and Computing Sciences
11 Medical and Health Sciences
17 Psychology and Cognitive Sciences
Publication Status: Published
Appears in Collections:Department of Surgery and Cancer
Institute of Global Health Innovation