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Identifying factors that promote and limit the effective use of real-time patient experience feedback: a mixed-methods study in secondary care

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Title: Identifying factors that promote and limit the effective use of real-time patient experience feedback: a mixed-methods study in secondary care
Authors: Khanbhai, M
Flott, K
Manton, D
Harrison-White, S
Klaber, R
Darzi, A
Mayer, E
Item Type: Journal Article
Abstract: Objectives: The Friends and Family Test (FFT) is commissioned by the National Health Service (NHS) in England to capture patient experience as a real-time feedback initiative for patient-centred quality improvement (QI). The aim of this study was to create a process map in order to identify the factors that promote and limit the effective use of FFT as a real-time feedback initiative for patient-centred QI. Setting: This study was conducted at a large London NHS Trust. Services include accident and emergency, inpatient, outpatient and maternity, which routinely collect FFT patient experience data. Participants: Healthcare staff and key stakeholders involved in FFT. Interventions: Semi-structured interviews were conducted on fifteen participants from a broad range of professional groups to evaluate their engagement with the FFT. Interview data were recorded, transcribed, and analysed for using deductive thematic analysis. Results: Concerns related to inefficiency in the flow of FFT data, lack of time to analyse FFT reports (with emphasis on high level reporting rather than QI), insufficient access to FFT reports and limited training provided to understand FFT reports for frontline staff. The sheer volume of data received was not amenable to manual thematic analysis resulting in inability to acquire insight from the free-text. This resulted in staff ambivalence towards FFT as a near real-time feedback initiative. Conclusions: The results state that there is too much FFT free text for meaningful analysis, and the output is limited to the provision of sufficient capacity and resource to analyse the data, without consideration of other options, such as text analytics and amending the data collection tool.
Issue Date: 8-Dec-2021
Date of Acceptance: 12-Nov-2021
URI: http://hdl.handle.net/10044/1/92977
DOI: 10.1136/bmjopen-2020-047239
ISSN: 2044-6055
Publisher: BMJ Journals
Start Page: 1
End Page: 7
Journal / Book Title: BMJ Open
Volume: 11
Issue: 12
Copyright Statement: © Author(s) (or their employer(s)) 2021. Re-use permitted under CC BY-NC. No commercial re-use. See rights and permissions. Published by BMJ. http://creativecommons.org/licenses/by-nc/4.0/ This is an open access article distributed in accordance with the Creative Commons Attribution Non Commercial (CC BY-NC 4.0) license, which permits others to distribute, remix, adapt, build upon this work non-commercially, and license their derivative works on different terms, provided the original work is properly cited, appropriate credit is given, any changes made indicated, and the use is non-commercial. See: http://creativecommons.org/licenses/by-nc/4.0/.
Sponsor/Funder: Imperial College Healthcare NHS Trust- BRC Funding
National Institute for Health Research
The Health Foundation
National Institute for Health Research
NHS England
Imperial College Healthcare NHS Trust- BRC Funding
The Health Foundation
Funder's Grant Number: RDB04
RDB18 79650
Keywords: health & safety
health informatics
health policy
quality in health care
1103 Clinical Sciences
1117 Public Health and Health Services
1199 Other Medical and Health Sciences
Publication Status: Published
Online Publication Date: 2021-12-08
Appears in Collections:Department of Surgery and Cancer
Faculty of Medicine
Institute of Global Health Innovation
School of Public Health

This item is licensed under a Creative Commons License Creative Commons