Using patients experiences to identify priorities for quality improvement in breast cancer care: Patient narratives, surveys or both?

BMC Health Services Research

Volumn 12, Issue 1, 2012, Pages

  Tsianakas, Vicki ^a   Maben, Jill ^a   Wiseman, Theresa ^b   Robert, Glenn ^a   Richardson, Alison ^c   Madden, Peter ^a   Griffin, Mairead ^d   Davies, Elizabeth A ^a  

^a KING'S COLLEGE LONDON   (United Kingdom)

^b INSTITUTE OF CANCER RESEARCH   (United Kingdom)

^c UNIVERSITY OF SOUTHAMPTON   (United Kingdom)

^d GUY'S AND ST THOMAS' NHS FOUNDATION TRUST   (United Kingdom)

Author keywords

Breast cancer; Experience Based Co Design; Narrative interviews; Patient experience; Patient questionnaire; Quality improvement; Survey

Indexed keywords

ADMINISTRATIVE PERSONNEL; ARTICLE; BREAST TUMOR; CANCER CENTER; COMPARATIVE STUDY; DOCTOR PATIENT RELATION; EVIDENCE BASED MEDICINE; FEMALE; HEALTH CARE PLANNING; HEALTH CARE QUALITY; HEALTH CARE SURVEY; HUMAN; HUMAN RELATION; INTERVIEW; LITERATURE; MANPOWER; MEDICAL STAFF; METHODOLOGY; PATIENT CARE; PATIENT REFERRAL; PATIENT SATISFACTION; PSYCHOLOGICAL ASPECT; QUALITATIVE RESEARCH; QUESTIONNAIRE; STANDARD; TOTAL QUALITY MANAGEMENT; UNITED KINGDOM; UTILIZATION REVIEW;

ADMINISTRATIVE PERSONNEL; BREAST NEOPLASMS; CANCER CARE FACILITIES; EVIDENCE-BASED MEDICINE; FEMALE; GREAT BRITAIN; HEALTH CARE SURVEYS; HEALTH PRIORITIES; HOSPITAL-PATIENT RELATIONS; HUMANS; INTERVIEWS AS TOPIC; MEDICAL STAFF, HOSPITAL; PATIENT SATISFACTION; PATIENT-CENTERED CARE; PERSONAL NARRATIVES AS TOPIC; PROFESSIONAL-FAMILY RELATIONS; QUALITATIVE RESEARCH; QUALITY ASSURANCE, HEALTH CARE; QUALITY IMPROVEMENT; QUESTIONNAIRES; REFERRAL AND CONSULTATION;

EID: 84865296941     PISSN: None     EISSN: 14726963     Source Type: Journal    
DOI: 10.1186/1472-6963-12-271     Document Type: Article

References (40)

1. Garratt AM, Solheim E, Danielsen K, Norwegian Knowledge Centre for the Health Services (Kunnskapssenteret). National and cross-national surveys of patient experience: a structured review http://www.oecd.org/dataoecd/43/58/ 39493930.pdf
2. Department of Health, The NHS Outcomes Framework, 2011/12 Department of Health, London 2010
3. Bureau of Health Information, Insights into Care Sydney: Patients Perspectives on NSW Public Hospitals 2012
4. Application of quality improvement strategies in 389 European hospitals: results of the MARQuIS project. Lombarts MJ, Rupp I, Vallejo P, Sunol R, Klazinga NS, Qual Saf Health Care 2009 18 28 i37 10.1136/qshc.2008.029363 19188458
5. Development, Implementation, and Public Reporting of the HCAHPS Survey. Giordano LA, Elliott MN, Goldstein E, et al. Med Care Res Rev 2010 67 1 27 37 February 10.1177/1077558709341065 19638641
6. Systematic review: the evidence that publishing patient care performance data improves quality of care. Fung CH, Lim YW, Mattke S, Damberg C, Shekelle P, Ann Intern Med 2008 148 111 123 18195336
7. Coulter A, Fitzpatrick R, Cornwall J, The Point of Care. Measures of patients experience in hospital: purpose, methods and uses London: The Kings Fund 2009 22998112
8. Patient involvement in the evaluation of health care: identifying key issues and considering the way forward. Staniszewska S, Ahmad L, Coronary Health Care 2000 4 1 39 47 10.1054/chec.1999.0052
9. The relationship between reported problems and patient summary evaluations of hospital care. Cleary PD, Edgman-Levitan S, McMullen W, Delbanco TL, Qual Rev Bull 1992 18 2 53 59
10. Satisfaction may not suffice! A commentary on A patients perspective. Cleary PD, Int J Technol Assess Health Care 1998 14 1 35 37 10.1017/ S0266462300010503 9599093
11. Bate SP, Robert G, Bringing user experience to health care improvement: the concepts, methods and practices of experience-based design Oxford: Radcliffe Publishing 2007
12. Evaluating the use of a modified CAHPS survey to support improvements in patient-centred care: lessons from a quality improvement collaborative. Davies E, Shaller D, Edgman-Levitan S, Safran DG, Oftedahl G, Sakowski J, Cleary PD, Health Expect 2008 11 2 160 176 10.1111/j.1369-7625.2007.00483.x 18494960
13. Picker Institute Europe, Patient experience surveys: the rationale 2008 http://www.pickereurope.org/Filestore/Misc/Survey-theory-for-web.pdf
14. Coulter A, Fitzpartrick R, Cornwell J, Measures of patients experience in hospital: purpose, methods and uses London: The Kings Fund 2009 23035299
15. The increasing importance of patient surveys. Cleary PD, Br Med J 1999 319 720 721 10.1136/bmj.319.7212.720
16. Goodrich J, Cornwell, J: Seeing the person in the patient London: The Kings Fund 2008
17. Experience-based design: from redesigning the system around the patient to co-designing services with the patient. Bate SP, Robert G, Qual Saf Health Care 2006 15 5 307 310 10.1136/qshc.2005.016527 17074863
18. Implementing patient-centred care: using experience- based co-design to improve patient experience in breast and lung cancer services. Tsianakas V, Robert G, Maben J, Richardson A, Dale C, Wiseman T, Support Care Cancer 10.1007/s00520012-1470-3
19. The Picker Patient Experience Questionnaire: development and validation using data from in-patient surveys in five countries. Jenkinson C, Coulter A, Bruster S, Int J Qual Health Care 2002 14 5 353 358 10.1093/intqhc/14.5.353 12389801
20. Picker Institute Europe, Executive Summary. North London Cancer Network Patient Survey 2008 http://www.pickereurope.org/Filestore/PIE-reports/Survey- reports/North-London-Cancer-Network-Patient-Survey-2008-ExecSummary2.pdf
21. Comparing breast and lung cancer patients experiences at a UK Cancer Centre: implications for improving care. Davies EA, Madden P, Griffin M, Coupland VH, Richardson A, The International Journal of Person-Centred Medicine 2011 1 1 125 135 10.5750/ijpcm.v1i1.31
22. Department of Health, National Survey: Cancer Patients. h http://www.dh.gov.uk/en/Publicationsandstatistics/PublishedSurvey/ NationalsurveyofNHSpatients/Nationalsurveycancer/index.htm.(2002) (Last accessed 2 March 2011)
23. Reporting cancer patients experiences of care for quality improvement: analysis of 2000 and 2004 survey results for South East England. Madden PB, Davies EA, J Eval Clin Pract 2010 16 776 783 10.1111/j.1365-2753.2009.01192.x 20545797
24. Department of Health, Cancer patient experience. Surveys of patient experience: survey report 2010 http://www.dh.gov.uk/en/Healthcare/Cancer/ Patientexperience/index.htm (Last accessed 2 March 2011)
25. Factors affecting the use of patients survey data for quality improvement in the Veterans Health Adminsitration. Davies EA, Meterko MM, Charns MP, Nealon Seibert ME, Cleary PD, BMC Health Serv Res 2011 11 334 10.1186/1472-6963-11-334 22151714
26. Shaller D, Patient Centred Care: What Does It Take? Oxford: Picker Institute and The Commonwealth Fund 2007
27. A systematic review of the research on communication between patients and health care professionals about medicines: the consequences for concordance. Stevenson FA, Cox K, Britten N, Dundar Y, Health Expect 2004 7 3 235 245 10.1111/j.1369-7625.2004.00281.x 15327462
28. Chronic disease self-management program: 2-year health status and health care utilization outcomes. Lorig KR, Ritter P, Stewart AL, Sobel DS, William Brown B, Bandura A, Gonzalez V, Laurent DD, Holman HR, Medical Care 2001 39 1217 1223 10.1097/00005650-200111000-00008 11606875
29. Chronic disease self-management program: 2-year health status and health care utilization outcomes. Lorig KR, Ritter P, Stewart AL, Sobel DS: William Brown B, Bandura A, Gonzalez V, Laurent DD, Holman HR, Medical Care 2001 39 1217 1223 10.1097/00005650-200111000-00008 11606875
30. Groene O, Garcia-Barbero M, Health promotion in hospitals: evidence and quality management Copenhagen: WHO Regional Office for Europe 2005
31. Richards N, Coulter A, Is the NHS Becoming more Patient-centred? Trends from the National Surveys of NHS Patients in England 2002-07 Oxford: Picker Institute 2007
32. Seeking consumer views: what use are results of hospital patient satisfaction surveys? Draper M, Cohen P, Buchan H, Int J Qual Health Care 2001 13 6 463 468 10.1093/intqhc/13.6.463 11769748
33. Measurement of outpatients views of service quality in a Finnish university hospital. Hildenhovi H, Nojonen K, Laippala P, J Adv Nurs 2002 38 1 59 67 10.1046/j.1365-2648.2002.02146.x 11895531
34. Systematic review of involving patients in the planning and development of health care. Crawford MJ, Rutter D, Manley C, Weaver T, Bhui K, Fulop N, Tyrer P, Br Med J 2002 325 7375 1263 10.1136/bmj.325.7375.1263
35. Diabetes quality improvement in Department of Veterans Affairs Ambulatory Care Clinics: a group-randomized clinical trial. Reiber GE, Au D, McDonell M, Fihn SD, Diabetes Care 2004 27 2 61 B68 10.2337/diacare.27.suppl-2.B61 15113785
36. Hearing the patients voice? Factors affecting the use of patient survey data in quality improvement. Davies E, Cleary P, Qual Saf Health Care 2005 14 428 432 10.1136/qshc.2004.012955 16326789
37. The Patients Accelerating Change Project: does it make any difference? Sweeney G, OHagan B, Squire S, Powell C, Clinical Governance 2005 10 1 72 83 10.1108/14777270510579323
38. Engaging patients in health care: an empirical study of the role of engagement on attitudes and action. Forbat L, Cayless S, Knighting K, Cornwell J, Kearney N, Patient Educ Couns 2009 74 84 90 10.1016/j.pec.2008.07.055 18790594
39. Piper D, Iedema R, Emergency Department Co-Design Program 1 Stage 2 Evaluation Report Sydney: Centre for Health Communication (UTS) and NSW Health 2010
40. Really Learning, Working in health care could be one of the most satisfying jobs in the world. Why doesnt it feel like that? Take it to the limit learning set 2009 http://www.reallylearning.com/Current-Projects/Learning-Sets/ take-it-to-the-limit-report2.pdf