ArticleBMJ quality & safety2018
The use of patient feedback by hospital boards of directors: a qualitative study of two NHS hospitals in England.
Article in BMJ quality & safety, 2018. The graph could read no effect estimate from its abstract, so it casts no vote on the map. Cited by 12 papers.
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Who cites it
12 citing papers in PubMed.
- Evaluation of the Implementation and Contribution of Patient Partners on a Steering Committee at a University Hospital in the Province of Québec, Canada.Healthcare (Basel, Switzerland) · 2026Article
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- Enhancing Learning Systems in Using Patient Experience Data: An Exploratory Mixed-Method Study in Two Italian Regions.The International journal of health planning and management · 2025Article
- Improving the healthcare user experience: an optimization model grounded in patient-centredness.BMC health services research · 2025Article
- How does staff and patient feedback on hospital quality relate to mortality outcomes? A provider-level national study.Health services management research · 2024Article
- Advanced Sentiment Analysis for Managing and Improving Patient Experience: Application for General Practitioner (GP) Classification in Northamptonshire.International journal of environmental research and public health · 2023Article
- Article
- Using patient feedback to drive quality improvement in hospitals: a qualitative study.BMJ open · 2020Article
- How do frontline staff use patient experience data for service improvement? Findings from an ethnographic case study evaluation.Journal of health services research & policy · 2020Article
- Article
- What's the problem with patient experience feedback? A macro and micro understanding, based on findings from a three-site UK qualitative study.Health expectations : an international journal of public participation in health care and health policy · 2019Article
- A Comparison of Leximancer Semi-automated Content Analysis to Manual Content Analysis: A Healthcare Exemplar Using Emotive Transcripts of COVID-19 Hospital Staff Interactive Webcasts.International journal of qualitative methodsArticle
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3 authors.
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No grant is acknowledged in the PubMed record.
Abstract
backgroundAlthough previous research suggests that different kinds of patient feedback are used in different ways to help improve the quality of hospital care, there have been no studies of the ways in which hospital boards of directors use feedback for this purpose.
objectivesTo examine whether and how boards of directors of hospitals use feedback from patients to formulate strategy and to assure and improve the quality of care.
methodsWe undertook an in-depth qualitative study in two acute hospital National Health Service foundation trusts in England, purposively selected as contrasting examples of the collection of different kinds of patient feedback. We collected and analysed data from interviews with directors and other managers, from observation of board meetings, and from board papers and other documents.
resultsThe two boards used in-depth qualitative feedback and quantitative feedback from surveys in different ways to help develop strategies, set targets for quality improvement and design specific quality improvement initiatives; but both boards made less subsequent use of any kinds of feedback to monitor their strategies or explicitly to assure the quality of services. DISCUSSION AND
conclusionsWe have identified limitations in the uses of patient feedback by hospital boards that suggest that boards should review their current practice to ensure that they use the different kinds of patient feedback that are available to them more effectively to improve, monitor and assure the quality of care.
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