Abstract
Background & objectivesThe comparative uses of different types of patient experience (PE) feedback as data within quality improvement (QI) are poorly understood. This paper reviews what types are currently available and categorizes them by their characteristics in order to better understand their roles in QI.MethodsA scoping review of types of feedback currently available to hospital staff in the UK was undertaken. This comprised academic database searches for “measures of PE outcomes” (2000‐2016), and grey literature and websites for all types of “PE feedback” potentially available (2005‐2016). Through an iterative consensus process, we developed a list of characteristics and used this to present categories of similar types.Main resultsThe scoping review returned 37 feedback types. A list of 12 characteristics was developed and applied, enabling identification of 4 categories that help understand potential use within QI—(1) Hospital‐initiated (validated) quantitative surveys: for example the NHS Adult Inpatient Survey; (2) Patient‐initiated qualitative feedback: for example complaints or twitter comments; (3) Hospital‐initiated qualitative feedback: for example Experience Based Co‐Design; (4) Other: for example Friends & Family Test. Of those routinely collected, few elicit “ready‐to‐use” data and those that do elicit data most suitable for measuring accountability, not for informing ward‐based improvement. Guidance does exist for linking collection of feedback to QI for some feedback types in Category 3 but these types are not routinely used.ConclusionIf feedback is to be used more frequently within QI, more attention must be paid to obtaining and making available the most appropriate types.
Highlights
The importance of listening and responding to the voices of patients and carers as a means of supporting high quality and safe care in hospital settings has been strongly advocated.[1,2,3] The use of patient experience (PE) feedback as a data tool within quality improvement (QI) is a seemingly logical step as evidenced by a systematic review[4] into how different types of feedback have been used in QI, and a more discursive piece on patient experi‐ ence (PE) feedback as measurement data.[5]
Seventeen types of feedback fitted into the first category “Hospital‐ initiated quantitative surveys”
Using these characteristics to assess each type, we arrived at four distinct categories that we named: “Hospital‐initi‐ ated quantitative surveys”; “Patient‐initiated qualitative feedback”; “Hospital‐initiated qualitative feedback”; and “Other.” We have de‐ scribed above the nature of each of these categories with reference to roles within QI
Summary
The importance of listening and responding to the voices of patients and carers as a means of supporting high quality and safe care in hospital settings has been strongly advocated.[1,2,3] The use of patient experience (PE) feedback as a data tool within quality improvement (QI) is a seemingly logical step as evidenced by a systematic review[4] into how different types of feedback have been used in QI, and a more discursive piece on PE feedback as measurement data.[5]. A list of 12 character‐ istics was developed and applied, enabling identification of 4 categories that help understand potential use within QI—(1) Hospital‐initiated (validated) quantitative surveys: for example the NHS Adult Inpatient Survey; (2) Patient‐initiated qualitative feedback: for example complaints or twitter comments; (3) Hospital‐initiated qualita‐ tive feedback: for example Experience Based Co-Design; (4) Other: for example Friends & Family Test. Of those routinely collected, few elicit “ready‐to‐use” data and those that do elicit data most suitable for measuring accountability, not for informing ward‐based improvement. Conclusion: If feedback is to be used more frequently within QI, more attention must be paid to obtaining and making available the most appropriate types
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