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Patient experience feedback in UK hospitals: What types are available and what are their potential roles in quality improvement
Patient experience feedback in UK hospitals: What types are available and what are their potential roles in quality improvement (QI)?: The comparative uses of different types of patient experience (PE) feedback as data within quality improvement (QI) are poorly understood. This paper reviews what types are currently available and categorizes them by their characteristics in order to better understand their roles in QI. Claire Marsh. Rosemary Peacock. Laura Sheard. Lesley Hughes. Rebecca Lawton. Health Expectations. June 2019.
The authors describe four categories of tools for potential use in QI. "(1) Hospital-initiated (validated) quantitative surveys: for example the NHS Adult Inpatient Survey; (2) Patient-initiated qualitative feedback: for example complaints or twitter comments; (3) Hospital-initiated qualitative feedback: for example Experience Based Co-Design; (4) Other: for example Friends & Family Test (FFT)."
… and describe the difference between those in the 'Other' category.
"The data arising from the HowRWe standardized questions are validated to provide comparable data over time and between areas, whereas the data arising from the FFT standardized question are not. Potentially then, the HowRWe tool has more obvious potential for measurement and monitoring of trends within QI overtime and between areas than FFT but it is FFT that is mandatory in England whereas HowRWe is a voluntary tool and therefore much less widespread."
There is a fixation on the use of the FFT in the UK despite poor understanding from those who apply it about its role in improving patient experience and the other tools available. Physicians are asked to be aware of their local FFT results in case they are asked about it. It would be much better if they had awareness of how effectively to measure patient experience and apply it to their own quality improvement projects.
Source: onlinelibrary.wiley.com
fft qi experience feedback howrwe types patient example
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