An Action Research Study:  Understanding and enhancing how hospital staff learn from and act on patient experience data


It is widely accepted that Patient Experience feedback from hospital patients is vital to delivering high quality care. Previous research, however, suggests that staff are overwhelmed by all the feedback they receive, e.g. from surveys, complaints, PALS, the Friends and Family Test, and internet sites such as Twitter and Patient Opinion. It often does not help them to understand what they need to do to improve and even when they receive good information, they can struggle to use it.

The EBT theme of the NIHR CLAHRC YH and the Y&H Improvement Academy are working together on a 32-month action research programme, which is contributing to understanding how hospital staff can use the range of patient experience available to them to improve patient care.  Early in the project, key people from three hospital Trusts, along with 6 patient representatives helped us co-design a prototype Patient Experience Improvement Toolkit, which outlines steps for collating, interpreting and acting on patient experience feedback for improvement.   We are currently testing this toolkit, which contains resources and exercises, within six wards from our 3 participating Trusts, and with the support of our patient representatives, we continue to refine it during numerous action research cycles on the wards, and in workshops where staff and patient representatives share the learning arising from their different contexts.

Please contact Dr Claire Marsh: Claire.Marsh@bthft.nhs.uk for more information