Identifying factors that promote and limit the effective use of real-time patient experience feedback: a mixed-methods study in secondary care.

ABSTRACT:

Objectives

The Friends and Family Test (FFT) is commissioned by the National Health Service (NHS) in England to capture patient experience as a real-time feedback initiative for patient-centred quality improvement (QI). The aim of this study was to create a process map in order to identify the factors that promote and limit the effective use of FFT as a real-time feedback initiative for patient-centred QI.

Setting

This study was conducted at a large London NHS Trust. Services include accident and emergency, inpatient, outpatient and maternity, which routinely collect FFT patient experience data.

Participants

Healthcare staff and key stakeholders involved in FFT.

Interventions

Semi-structured interviews were conducted on 15 participants from a broad range of pro

SUBMITTER: Khanbhai M 

PROVIDER: S-EPMC8655585 | biostudies-literature | 2021 Dec

REPOSITORIES: biostudies-literature