ArticleHealth expectations : an international journal of public participation in health care and health policy2019
What's the problem with patient experience feedback? A macro and micro understanding, based on findings from a three-site UK qualitative study.
Article in Health expectations : an international journal of public participation in health care and health policy, 2019. The graph could read no effect estimate from its abstract, so it casts no vote on the map. Cited by 36 papers, 3 of them syntheses that pooled it.
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Who cites it
36 citing papers in PubMed, 3 syntheses or guidelines pooled it, 66 citations in OpenAlex.
- Understanding healthcare professionals' responses to patient complaints in secondary and tertiary care in the UK: A systematic review and behavioural analysis using the Theoretical Domains Framework.Health research policy and systems · 2024Pooled it
- Patient and Public Willingness to Share Personal Health Data for Third-Party or Secondary Uses: Systematic Review.Journal of medical Internet research · 2024Pooled it
- Seldom heard voices: a meta-narrative systematic review of Aboriginal and Torres Strait Islander peoples healthcare experiences.International journal for equity in health · 2020Pooled it
- Cultural competence in United States medical education: a scoping review of implementation and evaluation practices.International journal of medical education · 2026Article
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- Recognising the Value of Everyday Interactions in Inpatient CAMHS: Patient Thank-You Letters as Insights Into Nursing Impact.International journal of mental health nursing · 2025Article
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- Exploring effective patient feedback methods for eHealth in general practice.BMC primary care · 2025Article
- Exploration of policy feedback mechanism for healthcare improvement in China: a grounded theory model.Frontiers in medicine · 2025Article
- Staff feedback within an acute mental health hospital: a qualitative interview study.Frontiers in psychiatry · 2025Article
- Unlocking Patient and Professional Value Through Patient Experience: Preliminary Development and Validation of the Patient Experience Assessment of In-Center Hemodialysis (PEACHD) Survey.Journal of patient experience · 2025Article
- Healthcare Professionals' Responses to Complaints: A Qualitative Interview Study With Patients, Carers and Healthcare Professionals Using the Theoretical Domains Framework and COM-B Model.Health expectations : an international journal of public participation in health care and health policy · 2024Article
- The Perspectives of Healthcare Professionals and Managers on Patient Involvement in Care Pathway Development: A Discourse Analysis.Health expectations : an international journal of public participation in health care and health policy · 2024Article
- Evaluation of Unsolicited Feedback from Patients with Cancer and Their Families as a Strategy to Improve Cancer Care Delivery.Current oncology (Toronto, Ont.) · 2024Article
- Assessing an innovative method to promote learning from patient narratives: Findings from a field experiment in ambulatory care.Health services 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
- Exploring Patient and Staff Experiences With Video Consultations During COVID-19 in an English Outpatient Care Setting: Secondary Data Analysis of Routinely Collected Feedback Data.JMIR formative research · 2022Article
- Enriching the Value of Patient Experience Feedback: Web-Based Dashboard Development Using Co-design and Heuristic Evaluation.JMIR human factors · 2022Article
- Participatory codesign of patient involvement in a Learning Health System: How can data-driven care be patient-driven care?Health expectations : an international journal of public participation in health care and health policy · 2022Article
- Views of Care at End of Life: A Secondary Analysis of Online Feedback Using Care Opinion.Journal of patient experience · 2022Article
Corrections and comments
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Authors and funding
4 authors at 2 institutions in 1 country.
Funding
Abstract
contextCollecting feedback from patients about their experiences of health care is an important activity. However, improvement based on this feedback rarely materializes. In this study, we focus on answering the question-"what is impeding the use of patient experience feedback?"
methodsWe conducted a qualitative study in 2016 across three NHS hospital Trusts in the North of England. Focus groups were undertaken with ward-based staff, and hospital managers were interviewed in-depth (50 participants). We conducted a conceptual-level analysis.
findingsOn a macro level, we found that the intense focus on the collection of patient experience feedback has developed into its own self-perpetuating industry with a significant allocation of resource, effort and time being expended on this task. This is often at the expense of pan-organizational learning or improvements being made. On a micro level, ward staff struggled to interact with feedback due to its complexity with questions raised about the value, validity and timeliness of data sources.
conclusionsMacro and micro prohibiting factors come together in a perfect storm which provides a substantial impediment to improvements being made. Recommendations for policy change are put forward alongside recognition that high-level organizational culture/systems are currently too sluggish to allow fruitful learning and action to occur from the feedback that patients give.
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Registered trials
Read under generation 80e0d062 · epoch 390. Bibliography from PubMed, PubMed Central and OpenAlex; grants from NIH RePORTER; trial links from ClinicalTrials.gov; estimates, votes and beliefs from the OpenQuestion graph.