What is it about?
Patient experience data is increasingly collected worldwide; however, questions persist regarding how it is used to improve health care quality. Synthesizing information from the existing literature, we have developed an empirically based framework to help organizations and managers understand what to do with patient experience feedback to improve health care quality at the organizational level.
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Why is it important?
We have identified six post-data collection/analysis activities, which are categorized into three main themes: 1) make sense of the data, 2) communicate and explain the data, and 3) plan for improvement. Our framework suggests that simply executing a survey will not improve performance. It is necessary that leaders understand the data, disseminate findings to all stakeholders, help staff understand the data, and then create a platform where all key stakeholders can be involved in discussing the results to generate improvement plans
Perspectives
I am of the firm belief that this article will help care providers in understanding and using patient feedback in quality improvement initiatives. After reading it, clinicians will appreciate the importance of patient feedback in quality management in healthcare. It will also help them overcome most of the barriers associated with using feedback data to improve service quality
Emmanuel Kumah
Read the Original
This page is a summary of: Understanding and Using Patient Experience Feedback to Improve Health Care Quality: Systematic Review and Framework Development, Journal of Patient-Centered Research and Reviews, January 2017, Aurora Health Care, Inc.,
DOI: 10.17294/2330-0698.1416.
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