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The Patient Experience Research

In 2010 the Department of Health and the NHS Institute commissioned King's College London and The King's Fund to undertake research into: What Matters To Patients? Developing the Evidence Base for Measuring and Improving Patient Experience.

The research findings featured in this resource are taken from two reports that form part of the overall research on ‘What Matters To Patients’ the Main Report and The Policy Recommendations.

Both reports are available to download, in addition, throughout this site, where there is a reference to the research evidence you will be able to link to the relevant section of the reports.

1. What Matters to Patients? Policy Recommendations

This 30 page report draws on the research findings and the opinions of the researchers, together with the input from key stakeholders who attended workshops in earlier stages of the research.

This document will provide you with a useful summary of the challenges that exist when planning national and local experience measurement for the full range of purposes – accountability, quality improvement and transparency. The views expressed are those of the authors and not those of the funding organisations. 

Overall the Research sets out some strong arguments for how the NHS can improve services and patients' experience of healthcare, and will suport the work the Department of Health is doing to strengthen the voice of patients in the new system. The policy framework section lists the main policy drivers which are helping to cement the importance of patient experience in the NHS.

2 . What Matters To Patients? Developing the Evidence Base for Measuring and Improving Patient Experience

The main research report includes a discussion of the key findings and the relevant background information, as follows:

  • What matters to patients – particularly in the non-acute sector?
  • What do NHS organisations in England currently measure in relation to what matters to patients?
  • Examples of NHS organisations which are using information and insights into patient experience to improve the quality and productivity of health care services.

The report also includes the following annex: literature review, survey of voluntary organisations, patient and carer interviews, qualitative and quantitative analysis of NHS Choices datasets, quantitative analysis of Patient Opinion ratings, organisational case studies and the national training survey.

This report is 200 pages long.

You can download the award-winning poster on this research submited to the International Society for the Quality in Health Care (ISQua) 29th international conference in Geneva here. ISQua Poster ISQua Poster

If you would like to make a comment on the research documents please do so here

Research techniques wordle

The development and research activities included:

  • 50 interviews with patients and carers to explore patient experience of health services.
  • Gathering existing evidence of what matters to patients from 36 voluntary sector and patient care organisations.
  • 18 interviews with patient representative organisations to determine what they need from health services.
  • A focus on key pathways including stroke, chronic obstructive pulmonary disease, diabetes, depression and elective hip replacement to explore experience from a patient journey perspective. It was felt that these five conditions represented a range of settings, complex pathways, the existing Quality Standards and included mental health and long term conditions.
  • A literature review to explore studies of what matters to patients and/or implications for capturing patient feedback.
  • Interviews with 62 people in a range of settings across a section of NHS organisations, a private provider and a local authority providing social services to determine what is currently collected in terms of service user experience and how this information is used to improve services.
  • Events with over 100 NHS staff, patient representatives, voluntary sector, case study sites and other key stakeholders and members from the Patient Experience Online Network to share early findings and emerging best practice across health and social care services.
  • Engaging with a co-design group throughout the development of this resource.

Find out more about the organisations involved here Find out more about the organisations involved here

The essential guide for transforming patient experience

Transforming Patient Experience: the essential guide

What you are already doing: NHS Camden Provider Services. We operate an integrated governance system and each service then monitors a range of metrics, and is expected to triangulate them. So, clinical outcomes, patient satisfaction, compliments, incidents are all analysed up to service level and presented… each service line knows where it stands on all these areas, so you can see a pattern coming up.

Patient experience and engagement resources Resources to support you with patient engagement and experience