Implementation and evaluation of a ward patient experience toolkit

  • Research type

    Research Study

  • Full title

    Understanding and enhancing how hospital staff learn from and act on patient experience data



  • Contact name

    Rebecca Lawton

  • Contact email

  • Sponsor organisation

    Bradford Teaching Hospitals NHS Foundation Trust

  • Duration of Study in the UK

    1 years, 7 months, 31 days

  • Research summary

    The NHS recognises the importance of getting feedback from patients about their hospital experiences and there has been significant development in patient experience measures available for use within hospitals e.g. Friends and Family Test, NHS Survey programme, feedback websites and social media. Research suggests that the information is valued but there are difficulties in using patient experience data as part of care quality improvement. This study aims to address these issues and understand and improve how hospital staff learn from and act on feedback from patients. This study has two parts and this application relates to the Part 2. The link between the 2 Parts is shown in Figure 1 (This is attached as a document to support the application and is also in Appendix 1 of the Protocol). Part One has been completed and involved a qualitative and theoretical exploration of the current forms of patient experience feedback available to staff, how they use these data, and the challenges and opportunities they experience in doing so. The analysed findings have been taken to advisory panels of staff and patient representatives where our design researchers facilitated co-design processes that led to theoretical propositions about the contents of a Patient Experience Improvement Toolkit (PEIT). This application for Part 2 comprises two concurrent studies: 2a) action research involving a collaborative of staff from six wards in three acute hospital Trusts who will come together with patient representatives and our research team, to further develop PEIT through action research cycles of theoretical proposition, implementation and reflection. 2b) is an independent process evaluation of the effectiveness of PEIT as it is developed and implemented, and will run alongside. This will be a qualitative assessment of perceptions and experiences of those involved as well as a quantitative evaluation of changes in patient reported experience over the course of the implementation. The participating Trusts are: Bradford Teaching Hospitals NHS Foundation Trust; Leeds Teaching Hospital Trust; and Harrogate and District Foundation Trust. This stage of the project will run for 20 months and is funded by the National Institute for Health Research, Health Services and Delivery Research Programme (NIHR HS and DR).

  • REC name

    Yorkshire & The Humber - Bradford Leeds Research Ethics Committee

  • REC reference


  • Date of REC Opinion

    4 Nov 2016

  • REC opinion

    Further Information Favourable Opinion