Four years ago, we presented our white paper ‘Making Sense and Making Use of Patient Experience’. In it, we surmised that in some ways the work was still in its infancy: there was no common model applied across the sector and sometimes staff were unclear as to the purpose. We are proud to launch the follow up with ‘Harnessing the Power of Patient Experience’ which continues that exploration into what is required to unlock the benefits.
In our 2015 publication ‘Making Sense and Making Use of Patient Experience Data’ we explored whether the vast amount of patient experience and data collection activity was actually making a difference within health organisations. We concluded that, although there were many trusts using patient experience work to improve services, there was significant variation between (and within) organisations as to how well they did this. We outlined the critical factors for success, the challenges that needed to be overcome and several action points that could help organisations use patient experience activity effectively.
‘Harnessing the Power of Patient Experience’ continues that exploration into what is required to unlock the benefits. It’s an attempt to bring together the areas of work that we consider crucial for the successful creation of good patient experience. The chapters cover a wide range of topics and issues. This may seem disparate but, as was identified in our last paper, patient experience is an area of work that touches many communities, people, teams and work processes. Indeed, one of the main themes of this paper is ensuring proper attention is given to the many aspects that good patient experience depends on.
We are not building the case for patient experience here. We consider that job already done as there are plenty of good papers published which cover the benefits and the ‘why’. Instead, this is an exploration into how the patient experience community can do things better with the resources available to them.