“…This is despite evidence that patient involvement and collaboration is more likely to meet the specific needs of patients, be more reliable and more likely to be implemented in practice (NICE, 2015, Staley et al, 2014. There is limited exploration of the needs and experiences of patients and families as well as ED staff to guide and inform such quality improvement (QI) efforts (Beckstrand et al, 2008, Grudzen et al, 2012a, Smith et al, 2010a, particularly in the UK (Bailey et al, 2011a, Bailey et al, 2011b. In this specific setting, careful consideration is needed to identify, understand and explore the experiences of participants, facilitate joint (patient, family and staff) ownership of the change process and implement a QI intervention.…”