Understanding the use of patient experience data by hospital staff
Research type
Research Study
Full title
Understanding and enhancing how hospital staff learn from and act on patient experience data
IRAS ID
197240
Contact name
Rebecca Lawton
Contact email
Sponsor organisation
Bradford Teaching Hospitals NHS Trust
Duration of Study in the UK
0 years, 10 months, 30 days
Research summary
The overall aim of this research is to understand and improve how hospital staff learn from and act on feedback from patients. The project has two research stages and is linked to an improvement project. This application relates to Stage One of the research. This stage uses qualitative methods to find out how staff and managers in the participating hospitals understand and utilise patient experience data. Feedback from patients is referred to as patient experience (PE) data or information in this application. The project will work with three acute NHS hospital trusts: Bradford Teaching Hospitals Foundation Trust; Leeds Teaching Hospitals Trust; and Harrogate and District Foundation Trust.
Stage One aims to understand what PE measures are currently used by acute hospitals nationally, and locally in the three participating hospitals. A scoping literature review will be used to understand the national picture. The project will engage with managers, executives, board members, and ward staff from six wards (two from each hospital) to get a detailed local picture of the PE landscape of each hospital. We will carry out local consultation exercise with key members of hospital Patient Experience, Quality and Safety staff to ascertain local policy and practice for collecting, disseminating and using PE data. This stage will include gathering examples of non-confidential leaflets and reports used in this process. We will then use carry out focus groups to gain an understanding of how staff at ward level in the three participating hospitals engage with the PE data they currently receive. In-depth interviews will be carried out with hospital executives to understand the flow of PE information through the hospital and these will be followed by observations of board meetings to gain an understanding of how the boards refer to and use these data. Patient and public representatives have been involved in the design of the project and will be involved in the management of the project at a strategic level.
The study as a whole will last for 32 months, and Stage One will run for the first 11 months. The study is funded by the National Institute for Health Research Health Services and Delivery Research Programme (NIHR HS and DR).
REC name
N/A
REC reference
N/A