ArticleJournal of health services research & policy2020
How do frontline staff use patient experience data for service improvement? Findings from an ethnographic case study evaluation.
Article in Journal of health services research & policy, 2020. The graph could read no effect estimate from its abstract, so it casts no vote on the map. Cited by 19 papers.
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Who cites it
19 citing papers in PubMed.
- Institutional Surveys and the Patient Feedback Mechanism in a Romanian Public Emergency Hospital: A Longitudinal Comparative Analysis, 2019-2024.Healthcare (Basel, Switzerland) · 2026Article
- Authentic content as an effective mechanism for embedding patient voices in health innovation: a hypothesis and conceptual framework.Frontiers in health services · 2026Article
- Nothing About Us Without Us: Consolidating Experiences of Maternity Care to Advance Equity.BJOG : an international journal of obstetrics and gynaecology · 2025Article
- 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
- Voices From the Field: A Quality Improvement Project for Progressive Tinnitus Management 2.0.American journal of audiology · 2024Article
- Development of a Hospital-Stakeholder Collaboration Tool Using Mixed Methods to Assess Stakeholder Perspectives for Hospital Service Improvement.Ethiopian journal of health sciences · 2023Article
- Dying, death and bereavement: developing a national survey of bereaved relatives.BMC palliative care · 2023Review
- Reframing Patient Experience Approaches and Methods to Achieve Patient-Centeredness in Healthcare: Scoping Review.International journal of environmental research and public health · 2022Article
- A qualitative study exploring patient shadowing as a method to improve patient-centred care: 10 principles for a new gold standard.International journal for quality in health care : journal of the International Society for Quality in Health Care · 2022Article
- Studying the Experience of Care Through Latent Class Analysis: An Application to Italian Neonatal Intensive Care Units.Journal of patient experience · 2022Article
- 'Team ethnography visual maps': Methods for identifying the ethnographic object in multiple sites of fieldwork.Ethnography · 2021Article
- Leveraging a qualitative data repository to integrate patient and caregiver perspectives into clinical research.Journal of clinical and translational science · 2021Article
- Applying Lean in Process Innovation in Healthcare: The Case of Hip Fracture.International journal of environmental research and public health · 2020Article
- Wild data: how front-line hospital staff make sense of patients' experiences.Sociology of health & illness · 2020Article
- Whose data is it anyway? Patient experience and service improvement.Journal of health services research & policy · 2020Article
- 'Team capital' in quality improvement teams: findings from an ethnographic study of front-line quality improvement in the NHS.BMJ open quality · 2020Article
- "They heard our voice!" patient engagement councils in community-based primary care practices: a participatory action research pilot study.Research involvement and engagement · 2020Article
- Article
- Implementing online patient feedback in a 'special measures' acute hospital: A case study using Normalisation Process Theory.Digital healthArticle
Corrections and comments
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Authors and funding
13 authors.
Funding
Abstract
objectivesImproving patient experience is widely regarded as a key component of health care quality. However, while a considerable amount of data are collected about patient experience, there are concerns this information is not always used to improve care. This study explored whether and how frontline staff use patient experience data for service improvement.
methodsWe conducted a year-long ethnographic case study evaluation, including 299 hours of observations and 95 interviews, of how frontline staff in six medical wards at different hospital sites in the United Kingdom used patient experience data for improvement.
resultsIn every site, staff undertook quality improvement projects using a range of data sources. Teams of health care practitioners and ancillary staff engaged collectively in a process of sense-making using formal and informal sources of patient experience data. While survey data were popular, 'soft' intelligence - such as patients' stories, informal comments and observations - also informed staff's improvement plans, without always being recognized as data. Teams with staff from different professional backgrounds and grades tended to make more progress than less diverse teams, being able to draw on a wider net of practical, organizational and social resources, support and skills, which we describe as team-based capital.
conclusionsOrganizational recognition, or rejection, of specific forms of patient experience intelligence as 'data' affects whether staff feel the data are actionable. Teams combining a diverse range of staff generated higher levels of 'team-based capital' for quality improvement than those adopting a single disciplinary approach. This may be a key mechanism for achieving person-centred improvement in health care.
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