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Enriching the value of patient experience feedback: interactive dashboard development using co-design and heuristic evaluation

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Title: Enriching the value of patient experience feedback: interactive dashboard development using co-design and heuristic evaluation
Authors: Khanbhai, M
Symons, J
Flott, K
Harrison-White, S
Spofforth, J
Klaber, R
Manton, D
Darzi, A
Mayer, E
Item Type: Journal Article
Abstract: Background: There is an abundance of patient experience data held within healthcare organisations but stakeholders and staff are often unable to use the output in a meaningful and timely way to improve care delivery. Dashboards, which use visualised data to summarise key patient experience feedback, have the potential to address these issues. Objective: The aim of this study was to develop a patient experience dashboard with an emphasis on FFT reporting as per the national policy drive. An iterative process involving co-design involving key stakeholders was used to develop the dashboard, followed by heuristic usability testing. Methods: A two staged approach was employed; participatory co-design involving 20 co-designers to develop a dashboard prototype followed by iterative dashboard testing. Language analysis was performed on free-text patient experience data from the Friends and Family Test (FFT) and the themes and sentiment generated was used to populate the dashboard with associated FFT metrics. Heuristic evaluation and usability testing were conducted to refine the dashboard and assess user satisfaction using the system usability score (SUS). Results: Qualitative analysis from the co-design process informed development of the dashboard prototype with key dashboard requirements and a significant preference for bubble chart display. Heuristic evaluation revelated the majority of cumulative scores had no usability problem (n=18), cosmetic problem only (n=7), or minor usability problem (n= 5). Mean SUS was 89.7 (SD 7.9) suggesting an excellent rating. Conclusions: The growing capacity to collect and process patient experience data suggests that data visualisation will be increasingly important in turning the feedback into improvements to care. Through heuristic usability we demonstrated that very large FFT data can be presented into a thematically driven, simple visual display without loss of the nuances and still allow for exploration of the original free-text comments. This study establishes guidance for optimising the design of patient experience dashboards that healthcare providers find meaningful which in-turn drives patient-centred care.
Issue Date: 3-Feb-2022
Date of Acceptance: 8-Oct-2021
URI: http://hdl.handle.net/10044/1/92630
DOI: 10.2196/27887
ISSN: 2292-9495
Publisher: JMIR Publications
Start Page: 1
End Page: 14
Journal / Book Title: JMIR Human Factors
Volume: 9
Issue: 1
Copyright Statement: © The authors. All rights reserved. This is a privileged document currently under peer-review/community review (or an accepted/rejected manuscript). Authors have provided JMIR Publications with an exclusive license to publish this preprint on it's website for review and ahead-of-print citation purposes only. While the final peer-reviewed paper may be licensed under a cc-by license on publication, at this stage authors and publisher expressively prohibit redistribution of this draft paper other than for review purposes.
Sponsor/Funder: Imperial College Healthcare NHS Trust- BRC Funding
National Institute for Health Research
The Health Foundation
National Institute for Health Research
Imperial College Healthcare NHS Trust
NHS England
Imperial College Healthcare NHS Trust- BRC Funding
The Health Foundation
Funder's Grant Number: RDB04
RDB18 79650
Keywords: co-design
friends and family test
heuristic evaluation
patient experience
quality dashboard
Publication Status: Published online
Online Publication Date: 2022-02-03
Appears in Collections:Department of Surgery and Cancer
Faculty of Medicine
Institute of Global Health Innovation
School of Public Health

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