The Patient Survey Programme: Transforming the patient experience in Irish healthcare

Byers, Vivienne; Fahey, Daragh; Mullins, Carol; Roe, Carol

doi:10.1515/admin-2017-0035

Cited by 2 publications

(2 citation statements)

References 19 publications

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“…Securing greater patient and public engagement in healthcare has been a priority across OECD health systems for some decades. It is important that patients, health professionals, policy-makers and the public are involved to meet wider National Health Service, hospital and patient needs (Byers et al, 2017). Existing quality frameworks do not cover all care aspects that patients identify as relevant and important (Locock et al, 2014).…”

Section: Introductionmentioning

confidence: 99%

Informing quality in emergency care: understanding patient experiences

Swallmeh

Byers²,

Arisha³

2018

IJHCQA

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Purpose Assessing performance and quality in healthcare organisations is moving from focussing solely on clinical care measurement to considering the patient experience as critical. Much patient experience research is quantitative and survey based. The purpose of this paper is to report a qualitative study gathering in-depth data in an emergency department (ED). Design/methodology/approach The authors used empirical data from seven focus groups to understand patient experience as participants progressed through a major teaching hospital in an Ireland ED. A convenience sampling technique was used, and 42 participants were invited to share their perceptions and outline key factors affecting their journey. A role-playing exercise was used to develop improvement themes. Data were analysed using thematic analysis and data analysis software (NVivo 10). Findings Capturing ED patient experience increases our understanding and process impact on the patient journey. Factors identified include information, access, assurance, responsiveness and empathy, reliability and tangibles such as surroundings, food and seating. Research limitations/implications Owing to the ED patient’s emergency nature, participants were recruited if triaged at levels 3–5 (Manchester Triage System). The study explored patients’ immediate rather than post hoc experiences where recollections may change over time. Originality/value To the authors’ knowledge, no study has examined in-depth, ED patient experience in Ireland using qualitative interviewing, obtaining critical process insights as it occurs. The potential to inform patient process improvements in Irish EDs is significant.

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Section: Introductionmentioning

confidence: 99%

Informing quality in emergency care: understanding patient experiences

Swallmeh

Byers²,

Arisha³

2018

IJHCQA

Self Cite

View full text Add to dashboard Cite

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“…This, I suggest, is an obvious gap in Niven and Scott (). If the quality of the patient experience is important to healthcare providers (and Ministers of Health), as current policy suggests (Byers, Fahey, & Mullins, ), then these same service providers need to recognize the evidence that nurses are an important factor in such quality of care experiences (Aiken et al, , ; McHugh et al, ).…”

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confidence: 99%

Niven and Scott (2003): Sixteen years of hindsight

Pearce

2019

Nursing Philosophy

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This paper revisits a 2003 publication in Nursing Philosophy: The need for accurate perception and informed judgement in determining the appropriate use of the nursing resource: hearing the patient's voice. The author suggests that the basic ideas and focus of this 16‐year‐old paper are still topical and relevant in considerations of nursing care. However, it is also suggested that greater attention to the importance of the nurse–patient relationship in considerations of resource allocation, and potential rationing of nursing care, would have strengthened the original paper.

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The Patient Survey Programme: Transforming the patient experience in Irish healthcare

Cited by 2 publications

References 19 publications

Informing quality in emergency care: understanding patient experiences

Informing quality in emergency care: understanding patient experiences

Niven and Scott (2003): Sixteen years of hindsight

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