US-PEx: Understanding how frontline staff use patient experience data
Research type
Research Study
Full title
Understanding how frontline staff use patient experience data for service improvement - an exploratory case study evaluation
IRAS ID
180418
Contact name
Vanessa Eade
Contact email
Sponsor organisation
University of Oxford
Duration of Study in the UK
1 years, 9 months, 31 days
Research summary
The aim of the research is to explore and analyse how NHS frontline teams use different types of patient experience data for quality improvement work.
Patient experience is a key component of quality of care, and improving it is an NHS priority. There is much evidence about what matters to patients about their experience of care, yet both survey and interview evidence demonstrates that there is still a long way to go to make care genuinely and consistently person-centred. Collecting data about patients' experiences is not enough; we need to
use the data to improve care.Many of the things that matter most to patients are about relationships with and behaviour of frontline staff. Not enough is yet known about the best ways to support staff to use information about patient experience to improve care. There is some promising but limited evidence of approaches which have made a difference. We need to add to this evidence by improving our understanding of how frontline staff use different types of patient experience data for quality improvement; what motivates them to get involved in improvement; what helps or hinders; and what can be done to make patient experience data more convincing, credible and practically useful. These are our main research questions.
To help us provide answers, we plan to work with 6 frontline medical ward teams as case studies, supporting them to plan how to use patient experience data for improvement and then observing what happens, using interviews, documentary analysis and on-site observation. We will also complete a baseline and follow-up survey and conduct interviews with medical patients from each site. Results from the overall study will be used to develop a practical toolkit for the NHS on strategies for making patient experience data more convincing, credible and useful for frontline teams and Trusts.
REC name
North East - York Research Ethics Committee
REC reference
16/NE/0071
Date of REC Opinion
3 Mar 2016
REC opinion
Further Information Favourable Opinion