Patient Experience White Paper

Patient Experience White Paper

The NHS in England is good at collecting feedback from patients. The national patient survey programme – the first of the kind internationally – has been producing high quality publicly-reported information about the quality of patients’ experience in NHS trusts and in primary care for more than ten years. More recently, and more controversially, NHS trusts have been required to collect so-called ‘near real time’ data from patients in the form of the Family and Friends Test which asks “Would you recommend this ward/ department to your family and friends?” A great many trusts also use other, more qualitative methods to collect information from patients about their experiences, from focus groups to mystery shoppers, and more interactive forms of engagement with patients and the public.

This report usefully investigates just what is happening on the ground in relation to listening to patients, collecting feedback about their experience of services and putting the intelligence that is gathered from different approaches to use. Based on interviews with patient experience managers and others in NHS trusts closely associated with the work of collecting, analysing and using data from patients, it provides answers to questions about: Who is doing this work? What kind of training and preparation do they have for the tasks? Who supports them? Where do they fit in their organisation? To whom do they report? And how do they feel about their roles?

The report offers useful and timely insights into a previously hidden area of activity and deserves to be widely read.

MES Experience Report now available to download

Making Sense and Making Use of Patient Experience Data June 2015

Get in touch to discuss how we can support your organisation to tap into the rich resource that patients constitute and improve the experience for your service users and staff.

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 WHITE PAPER

  • Developed to help health insurers deliver greater customer experience and retention.
  • For CEO's, General Managers, marketers, sales and customer service leaders as well as analysts, policymakers and researchers.
  • Insights from representatives of 10 Australian Private Health Insurers.

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  • What information is being gathered on patient's experiences of services?
  • Connections between patient experience work and membership activities
  • With PX data, you will know what's working and what needs improving most
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