Abstract
BackgroundA 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.ObjectiveThis study aimed to apply a systems perspective to suggest policy improvements that could support efforts to use data on the frontlines.MethodsQualitative 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.ResultsThe 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.ConclusionsStaff 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.
Highlights
National Patient Feedback Surveys Involving patients in their care has become a key feature of health care improvement policies across countries and health systems [1]
Organizations were selected based on 12 metrics within the National Inpatient Survey, as it is currently the largest and most robust source of patient experience feedback in the National Health Service (NHS)
Respondents were asked about what changes they would like to see made to the system regarding patient experience feedback to facilitate better data use
Summary
National Patient Feedback Surveys Involving patients in their care has become a key feature of health care improvement policies across countries and health systems [1]. Feedback on experience is collected as a norm and regarded as a fundamental quality measure [3,4]. In the United Kingdom, the National Patient Survey Program (NPSP) was established in 2002 to systematically solicit feedback from patients across many different care settings at most National Health Service (NHS) organizations on a range of experience metrics [5]. 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
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