This NIHR Health Services and Delivery Research programme project aims to get a better understanding of how NHS frontline staff use different types of patient feedback to improve health services and develop tools to help them make better use of this data. It is based on 6 case studies in general medical wards in the NHS in England, combining ethnographic methods with a survey of patient experience. Wards are encouraged to design and implement quality improvement projects based on patient experience data, and are supported through learning community meetings. A toolkit for the NHS on how frontline NHS teams can best be supported to use different types of patient experience data will be produced in partnership with the Point of Care Foundation.
Contacts
- Louise Locock; louise.locock@abdn.ac.uk
Status
CompletedPublications
Locock, L, Parkin, S, Montgomery, C & Chisholm, A 2021, 'How frontline teams engage with patient-centred quality improvement', Nursing Times, vol. 117, no. 2, pp. 34-36.
Mazanderani F, Kirkpatrick S, Ziebland S, Locock L, Powell J. Caring for Care: Online Feedback in the Context of Public Healthcare Services, Social Science & Medicine, vol. 285, 114280. 2021 https://doi.org/10.1016/j.socscimed.2021.114280
Parkin S, Locock L, Montgomery C, Chisholm A . Team ethnography visual maps’: methods for identifying the ethnographic object in multiple sites of fieldwork, Ethnography , vol. 22, no. 4, pp. 556-577. 2021 https://doi.org/10.1177/14661381211038383
Locock, L, Montgomery, CM, 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 DOI: https://doi.org/10.1177/1355819619888675
Locock, L, Parkin, S, Montgomery, C & Chisholm, A 2020, 'Team resources for quality improvement in the NHS: improving patient experience at the frontline', Nursing Times.
Locock, L, Graham, C, King, J, Parkin, S, Chisholm, A, Montgomery, C, Gibbons, E, Ainley, E, Bostock, J, Gager, M, Churchill, N, Dopson, S, Greenhalgh, T, Martin, A, Powell, J, Sizmur, S & Ziebland, S 2020, 'Understanding how front-line staff use patient experience data for service improvement: an exploratory case study evaluation', Health Services and Delivery Research, vol. 8, no. 13. [Online] DOI: https://doi.org/10.3310/hsdr08130
Montgomery, C, Parkin, S, Chisholm, A & Locock, L 2020, ''Team capital’ in quality improvement teams: findings from an ethnographic study of front-line quality improvement in the NHS', BMJ Open Quality, vol. 9, no. 2, e000948. [Online] DOI: http://dx.doi.org/10.1136/bmjoq-2020-000948
Montgomery, C, Chisholm, A, Parkin, S & Locock, L 2020, 'Wild Data: How Frontline Hospital Staff Make Sense of Patients’ Experiences', Sociology of Health & Illness, vol. 42, no. 6, pp. 1424-1440. https://doi.org/10.1111/1467-9566.13115
Vougioukalou, S, Boaz, A, Gager, M & Locock, L 2019, 'The contribution of ethnography to the evaluation of quality improvement in hospital settings: reflections on observing co-design in intensive care units and lung cancer pathways in the UK', Anthropology & Medicine, vol. 26, no. 1, pp. 18-32. https://doi.org/10.1080/13648470.2018.1507104
Coulter, A., Locock, L., Ziebland, S. & Calabrese, J. (2014). 'Collecting data on patient experience is not enough: they must be used to improve care'. BMJ (Clinical research ed.), vol 348, g2225, pp. 1-4.