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Evaluating the use of key performance indicators to evidence the patient experience

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  • Tanya McCance
  • Jack Hastings
  • Hilda Dowler

Abstract

Aims and objectives To test eight person‐centred key performance indicators and the feasibility of an appropriate measurement framework as an approach to evidencing the patient experience. Background The value of measuring the quality of patient care is undisputed in the international literature, however, the type of measures that can be used to generate data that is meaningful for practice continues to be debated. This paper offers a different perspective to the ‘measurement’ of the nursing and midwifery contribution to the patient experience. Design Fourth generation evaluation was the methodological approach used to evaluate the implementation of the key performance indicators and measurement framework across three participating organisations involving nine practice settings. Methods Data were collected by repeated use of claims, concerns and issues with staff working across nine participating sites (n = 18) and the senior executives from the three partner organisations (n = 12). Data were collected during the facilitated sessions with stakeholders and analysed in conjunction with the data generated from the measurement framework. Results The data reveal the inherent value placed on the evidence generated from the implementation of the key performance indicators as reflected in the following themes: measuring what matters; evidencing the patient experience; engaging staff; a focus for improving practice; and articulating and demonstrating the positive contribution of nursing and midwifery. Conclusions The implementation of the key performance indicators and the measurement framework has been effective in generating evidence that demonstrates the patient experience. The nature of the data generated not only privileges the patient voice but also offers feedback to nurses and midwives that can inform the development of person‐centred cultures. Relevance to clinical practice The use of these indicators will produce evidence of patient experience that can be used by nurse and midwives to celebrate and further inform person‐centred practice.

Suggested Citation

  • Tanya McCance & Jack Hastings & Hilda Dowler, 2015. "Evaluating the use of key performance indicators to evidence the patient experience," Journal of Clinical Nursing, John Wiley & Sons, vol. 24(21-22), pages 3084-3094, November.
  • Handle: RePEc:wly:jocnur:v:24:y:2015:i:21-22:p:3084-3094
    DOI: 10.1111/jocn.12899
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    References listed on IDEAS

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    1. Tanya McCance & Lorna Telford & Julie Wilson & Olive MacLeod & Audrey Dowd, 2012. "Identifying key performance indicators for nursing and midwifery care using a consensus approach," Journal of Clinical Nursing, John Wiley & Sons, vol. 21(7‐8), pages 1145-1154, April.
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    Cited by:

    1. Pundziene, Asta & Sermontyte-Baniule, Rima & Rialp-Criado, Josep & Chesbrough, Henry, 2023. "Indirect effect of open innovation on clinical and economic value creation in digital healthcare: A comparative study of European countries," Journal of Business Research, Elsevier, vol. 159(C).
    2. Tanya McCance & Val Wilson & Kelly Kornman, 2016. "Paediatric International Nursing Study: using person‐centred key performance indicators to benchmark children's services," Journal of Clinical Nursing, John Wiley & Sons, vol. 25(13-14), pages 2018-2027, July.
    3. Martyn C Jones & Brian Williams & Janice Rattray & Steve MacGillivray & Debbie Baldie & Abdul‐Razak Abubakari & Joanne Coyle & Susan Mackie & Eileen McKenna, 2018. "Extending the assessment of patient‐centredness in health care: Development of the updated Valuing Patients as Individuals Scale using exploratory factor analysis," Journal of Clinical Nursing, John Wiley & Sons, vol. 27(1-2), pages 65-76, January.

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