Making sense and making use of patient experience data

Case Study

MES in collaboration with InHealth Associates are proud to publish ‘Making Sense and Making Use of Patient Experience Data’.
Making sense and making use of patient experience data - David Gilbert - InHealth Associates

Membership Engagement Services’ work on patient experience and patient and public involvement is about making a difference – to people’s experiences of care, their health and their lives. It is also about supporting organisations, staff and patients to work better together in order to achieve this common goal.

In 2015, with our Associate Partner, InHealth Associates, we asked something we felt to date had not yet been considered: is all the activity going on to find out what matters to patients actually making a difference?

As the foreword to our report by The Point of Care Foundation observes, ten years ago there were only a handful of patient experience managers in the NHS. Today, patient experience will, without doubt, be somebody’s specific remit in any NHS Trust, if not the responsibility of an entire team. It has fast become a key component of any Trust’s activity, indicative of a reimagined culture of patient and public involvement, and consistent with the vision set out in the then Government’s 2012 consultation ‘Liberating the NHS: No decision about me, without me’.

As such, a huge quantity of data from across the sector is being collated and reported on.  But what then? What is its use and what impact is it having? We had no answers and so thought we would try to find out ourselves.

Our report is a first step, and by no means comes up with all the answers. Indeed, by our own admission, it raises further questions. However, it represents a start, and perhaps highlights some of the incredible work being done in this field. It also emphasises the real passion and commitment from these professionals, but also the pressures and challenges they face in turning data into quantifiable, tangible action. 

Making Sense and Making Use of Patient Experience Data looks at:

  • How and what patient experience data is being collected;
  • Why it is being collected;
  • How it is being used for improvements;
  • How patients are being involved; and
  • The climate this work is being carried out in.

It offers findings for further discussion and suggests next steps, and highlights case studies of where this is happening on the ground and the impact it is having.

We hope you read the full report with interest, and we welcome further thoughts and ideas.

The full electronic report which is 39 pages can be accessed here, and the summary document can be accessed here.