An exploration of the relationship between PREMS and the score

• Research type

  Research Study

• Full title

  An Exploration of the relationship between Patient Reported Experience Measures (PREMS) and the overall experience score using SERVQUAL Dimensions: including how clinicians, patients and managers perceive which questions and SERVQUAL dimensions matter the most

• IRAS ID

  318191

• Contact name

  Lee Morgan

• Contact email

  lee.morgan@wales.nhs.uk

• Sponsor organisation

  Swansea Bay University Health Board

• Duration of Study in the UK

  1 years, 3 months, 14 days

• Research summary

  
  Patient experience data has been collected for many years in the NHS. What is not clearly understood is which of the questions or group of questions are dictating the outcome of the overall score.

  This research will apply the SERVQUAL research model in a different way than originally designed. With many years’ worth of data already captured in a secondary care hospital environment, this research will re-use some of these data. Research participants (expert health board staff) will then be asked to decide which of the RATER dimensions the pre-existing questions fall into (by way of consensus). The data will then be analysed using a series of statistical tests to understand which of the questions or groups of questions are having the biggest influence on the overall score. The questions will then be grouped into a SERVQUAL dimension and the data analysed and displayed according to the dimensions.

  Furthermore, each of the participants will be asked to rank and weight each of the patient experience questions; firstly through a managerial “lens”, then through a clinical “lens”, and then through a patient “lens”.
  A final serial of statistical tests will then be performed base on follow up structured interviews in order to help explain if the results meet the expectations of those health board staff and how positive changes can be made to services.

  The methodology to analyse the data (other than the application of SERVQUAL) will be a mixed methods approach.

  The cohort of already captured data will consist of patients across a broad spectrum of demographics and include both sexes and adults of all ages and differing ethnic groups. The participants for the second phase of this study will consist of senior managerial and clinical staff with no demographics captured
  

• REC name

  N/A

• REC reference

  N/A