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The Patient Feedback Response Framework – Understanding why UK hospital staff find it difficult to make improvements based on patient feedback: A qualitative study

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  • Sheard, Laura
  • Marsh, Claire
  • O'Hara, Jane
  • Armitage, Gerry
  • Wright, John
  • Lawton, Rebecca

Abstract

Patients are increasingly being asked for feedback about their healthcare experiences. However, healthcare staff often find it difficult to act on this feedback in order to make improvements to services. This paper draws upon notions of legitimacy and readiness to develop a conceptual framework (Patient Feedback Response Framework – PFRF) which outlines why staff may find it problematic to respond to patient feedback.

Suggested Citation

  • Sheard, Laura & Marsh, Claire & O'Hara, Jane & Armitage, Gerry & Wright, John & Lawton, Rebecca, 2017. "The Patient Feedback Response Framework – Understanding why UK hospital staff find it difficult to make improvements based on patient feedback: A qualitative study," Social Science & Medicine, Elsevier, vol. 178(C), pages 19-27.
    • Handle: RePEc:eee:socmed:v:178:y:2017:i:c:p:19-27
    DOI: 10.1016/j.socscimed.2017.02.005
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    References listed on IDEAS

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    1. Benn, Jonathan & Burnett, Susan & Parand, Anam & Pinto, Anna & Iskander, Sandra & Vincent, Charles, 2009. "Studying large-scale programmes to improve patient safety in whole care systems: Challenges for research," Social Science & Medicine, Elsevier, vol. 69(12), pages 1767-1776, December.
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    3. Macfarlane, Fraser & Barton-Sweeney, Cathy & Woodard, Fran & Greenhalgh, Trisha, 2013. "Achieving and sustaining profound institutional change in healthcare: Case study using neo-institutional theory," Social Science & Medicine, Elsevier, vol. 80(C), pages 10-18.
    4. Martin, Graham P. & McKee, Lorna & Dixon-Woods, Mary, 2015. "Beyond metrics? Utilizing ‘soft intelligence’ for healthcare quality and safety," Social Science & Medicine, Elsevier, vol. 142(C), pages 19-26.
    5. Julie Battilana & Bernard Leca & Eva Boxenbaum, 2009. "How actors change institutions : Towards a theory of institutional entrepreneurship," Post-Print hal-00576509, HAL.
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    Cited by:

    1. Miia Marika Jansson & Marja Harjumaa & Ari‐Pekka Puhto & Minna Pikkarainen, 2020. "Patients’ satisfaction and experiences during elective primary fast‐track total hip and knee arthroplasty journey: A qualitative study," Journal of Clinical Nursing, John Wiley & Sons, vol. 29(3-4), pages 567-582, February.
    2. Miles Sibley & Ray Earwicker & Jörg W. Huber, 2018. "Making best use of patient experience," Journal of Clinical Nursing, John Wiley & Sons, vol. 27(23-24), pages 4239-4241, December.
    3. Kuijper, Syb & Felder, Martijn & Clegg, Stewart & Bal, Roland & Wallenburg, Iris, 2024. "“We don't experiment with our patients!” An ethnographic account of the epistemic politics of (re)designing nursing work," Social Science & Medicine, Elsevier, vol. 340(C).
    4. Joy Davis & Sue Sinni & Stephen Maloney & Lorraine Walker, 2022. "Strategies Australian Hospitals Utilize to Incorporate Patient Feedback in the Delivery and Measurement of Person-Centered Care: A Scoping Review," Clinical Nursing Research, , vol. 31(5), pages 782-794, June.
    5. Aavash Raj Pandey & Mahdi Seify & Udoka Okonta & Amin Hosseinian-Far, 2023. "Advanced Sentiment Analysis for Managing and Improving Patient Experience: Application for General Practitioner (GP) Classification in Northamptonshire," IJERPH, MDPI, vol. 20(12), pages 1-11, June.

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