How do patients define service quality?
Research type
Research Study
Full title
How do patients attending The Clatterbridge Cancer Centre define service quality?
IRAS ID
152070
Contact name
Lynda Appleton
Contact email
Research summary
Patients’ views about the quality of the care and treatment they receive are core to the continuous improvement of services. This study will use qualitative methods to explore and understand what matters most to patients as they experience services and interact with staff at The Clatterbridge Cancer Centre. The study aims to understand patient definitions of quality and how and why these may alter over time. Patient appraisals of quality will also be explored in relation to the individual’s physical, emotional and social care needs and whether services, treatment and care meet expectation and result in satisfaction. The findings from the study will be used to inform service improvement, aid the development of service quality interventions and contribute to knowledge and decision-making in the planning of new services.
REC name
North West - Preston Research Ethics Committee
REC reference
14/NW/0336
Date of REC Opinion
30 May 2014
REC opinion
Favourable Opinion