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How do frontline staff use patient experience data for service improvement? : Findings from an ethnographic case study evaluation

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dc.contributor.authorLocock, Louise
dc.contributor.authorMontgomery, Catherine M.
dc.contributor.authorParkin, Stephen
dc.contributor.authorChisholm, Alison
dc.contributor.authorBostock, Jennifer
dc.contributor.authorDopson, Sue
dc.contributor.authorGager, Melanie
dc.contributor.authorGibbons, Elizabeth
dc.contributor.authorGraham, Chris
dc.contributor.authorKing, Jenny
dc.contributor.authorMartin, Angela
dc.contributor.authorPowell, John
dc.contributor.authorZiebland, Sue
dc.contributor.institutionUniversity of Aberdeen.Aberdeen Centre for Evaluationen
dc.date.accessioned2020-06-24T07:05:01Z
dc.date.available2020-06-24T07:05:01Z
dc.date.issued2020-07-01
dc.descriptionFunding Information: The authors would like to thank the following: the ward teams and senior management teams at the six participating case study sites. Neil Churchill, Angela Coulter, Ray Fitzpatrick, Crispin Jenkinson, Trish Greenhalgh and Sian Rees who were co-investigators on the study, contributing to the original design and conduct of the study. Esther Ainley and Steve Sizmur from Picker Institute Europe, who contributed to data collection and analysis. Prof. John Gabbay and Prof. Andr? le May, University of Southampton, for facilitating the learning community meetings. The members of the lay advisory panel: Barbara Bass, Tina Lonhgurst, Georgina McMasters, Carol Munt, Gillian Richards, Tracey Richards, Gordon Sturmey, Karen Swaffield, Ann Tomlime and Paul Whitehouse. The external members of the Study Steering Committee: Joanna Foster, Tony Berendt, Caroline Shuldham, Joanna Goodrich, Leigh Kendall, Bernard Gudgin and Manoj Mistry. At the time of conducting the research LL and SP were employed by the University of Oxford. Preliminary findings from the study have been presented publicly at the following conferences: European Association for Communication in Healthcare 2016; The International Society for Quality in Healthcare 2017; Health Services Research UK 2017; Medical Sociology 2018. The views expressed are those of the authors and not necessarily those of the NHS, the NIHR or the Department of Health and Social Care. Publisher Copyright: © The Author(s) 2020. Copyright: Copyright 2020 Elsevier B.V., All rights reserved.en
dc.description.statusPeer revieweden
dc.format.extent11
dc.format.extent362690
dc.identifier147476024
dc.identifier46a50ade-da48-4010-8c09-12afbd5336fe
dc.identifier85079712214
dc.identifier000513400200001
dc.identifier.citationLocock, L, Montgomery, C M, Parkin, S, Chisholm, A, Bostock, J, Dopson, S, Gager, M, Gibbons, E, Graham, C, King, J, Martin, A, Powell, J & Ziebland, S 2020, 'How do frontline staff use patient experience data for service improvement? Findings from an ethnographic case study evaluation', Journal of Health Services Research & Policy, vol. 25, no. 3, pp. 151-161. https://doi.org/10.1177/1355819619888675en
dc.identifier.doi10.1177/1355819619888675
dc.identifier.iss3en
dc.identifier.issn1355-8196
dc.identifier.otherORCID: /0000-0002-8109-1930/work/83704630
dc.identifier.urihttps://hdl.handle.net/2164/14564
dc.identifier.urlhttp://www.scopus.com/inward/record.url?scp=85079712214&partnerID=8YFLogxKen
dc.identifier.vol25en
dc.language.isoeng
dc.relation.ispartofJournal of Health Services Research & Policyen
dc.subjectSDG 3 - Good Health and Well-beingen
dc.subjectlearning communityen
dc.subjectpatient experience dataen
dc.subjectteam-based capitalen
dc.subjectQUALITYen
dc.subjectCHALLENGESen
dc.subjectFEEDBACKen
dc.subjectSOFT INTELLIGENCEen
dc.subjectR Medicine (General)en
dc.subjectPublic Health, Environmental and Occupational Healthen
dc.subjectHealth Policyen
dc.subject.lccR1en
dc.titleHow do frontline staff use patient experience data for service improvement? : Findings from an ethnographic case study evaluationen
dc.typeJournal articleen

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