UCL Discovery
UCL home » Library Services » Electronic resources » UCL Discovery

The use of patient feedback by hospital boards of directors: a qualitative study of two NHS hospitals in England

Lee, R; Baeza, JI; Fulop, NJ; (2018) The use of patient feedback by hospital boards of directors: a qualitative study of two NHS hospitals in England. BMJ Quality & Safety , 27 (2) pp. 103-109. 10.1136/bmjqs-2016-006312. Green open access

[thumbnail of Fulop_103.full.pdf]
Preview
Text
Fulop_103.full.pdf - Published Version

Download (245kB) | Preview

Abstract

BACKGROUND: Although previous research suggests that different kinds of patient feedback are used in different ways to help improve the quality of hospital care, there have been no studies of the ways in which hospital boards of directors use feedback for this purpose. OBJECTIVES: To examine whether and how boards of directors of hospitals use feedback from patients to formulate strategy and to assure and improve the quality of care. METHODS: We undertook an in-depth qualitative study in two acute hospital National Health Service foundation trusts in England, purposively selected as contrasting examples of the collection of different kinds of patient feedback. We collected and analysed data from interviews with directors and other managers, from observation of board meetings, and from board papers and other documents. RESULTS: The two boards used in-depth qualitative feedback and quantitative feedback from surveys in different ways to help develop strategies, set targets for quality improvement and design specific quality improvement initiatives; but both boards made less subsequent use of any kinds of feedback to monitor their strategies or explicitly to assure the quality of services. DISCUSSION AND CONCLUSIONS: We have identified limitations in the uses of patient feedback by hospital boards that suggest that boards should review their current practice to ensure that they use the different kinds of patient feedback that are available to them more effectively to improve, monitor and assure the quality of care.

Type: Article
Title: The use of patient feedback by hospital boards of directors: a qualitative study of two NHS hospitals in England
Location: England
Open access status: An open access version is available from UCL Discovery
DOI: 10.1136/bmjqs-2016-006312
Publisher version: http://dx.doi.org/10.1136/bmjqs-2016-006312
Language: English
Additional information: This is an Open Access article distributed in accordance with the Creative Commons Attribution Non Commercial (CC BY-NC 4.0) license, which permits others to distribute, remix, adapt, build upon this work non-commercially, and license their derivative works on different terms, provided the original work is properly cited and the use is non-commercial. See: http://creativecommons.org/licenses/by-nc/4.0/
UCL classification: UCL
UCL > Provost and Vice Provost Offices
UCL > Provost and Vice Provost Offices > School of Life and Medical Sciences
UCL > Provost and Vice Provost Offices > School of Life and Medical Sciences > Faculty of Population Health Sciences
UCL > Provost and Vice Provost Offices > School of Life and Medical Sciences > Faculty of Population Health Sciences > Institute of Epidemiology and Health
UCL > Provost and Vice Provost Offices > School of Life and Medical Sciences > Faculty of Population Health Sciences > Institute of Epidemiology and Health > Applied Health Research
URI: https://discovery.ucl.ac.uk/id/eprint/1570339
Downloads since deposit
91Downloads
Download activity - last month
Download activity - last 12 months
Downloads by country - last 12 months

Archive Staff Only

View Item View Item