The co-creation of a new patient and visitor hospital experience feedback protocol : a pragmatic action research study

KJ Edwards
Increasing demand for patient-centred care has seen developments in the science of capturing hospital experience feedback as a means of assessing quality care. The majority of published findings regarding experiences of hospital care are based on quantitative surveys, with data being collected after patients have been discharged. Despite this, there is growing recognition that the collection of real-time qualitative experience data (during patient admission) provides richer and more useful
more » ... mation to improve care provision. However, virtually no published approaches for capturing and measuring experience feedback data include guidance about how to deliver this feedback in a way which is meaningful to nurses. Moreover, key stakeholders, such as nurses, patients, and family members, are rarely involved in all stages of planning how feedback should be collected and shared. This research aimed to explore how these stakeholders might co-create a new protocol to collect patient and family hospital experience feedback and share this feedback with nurses so that patients' and families' perspectives can be heard. The study employed a pragmatic action research approach, wherein patients, family members and nurses (n=16) formed an action research advisory group (the Advisory Group). With a desire to improve upon current methods of collecting feedback data, the Advisory Group designed a protocol to capture in-patient unit-level, qualitative, real-time experience feedback. Phase one of the study consisted of problem identification and reconnaissance. Phase two (Action Cycles 1 to 9) consisted of the creation and evaluation of a new feedback protocol, referred to as RHEPORT (Real-time Hospital Experience Posters). Two data sets were collected during the field work: 1. hospital experience feedback data from patients and family members (visitors), and 2. evaluation data on the RHEPORT Protocol and its development. The RHEPORT Protocol was refined through field-testing, which comprised nine Action Cycles across three years. T [...]
doi:10.25959/100.00037899 fatcat:jpycxd2afbclzcbzokyq66ck54