Understanding how front-line staff use patient experience data for service improvement: an exploratory case study evaluation

Locock, Louise; Graham, Chris; King, Jenny; Parkin, Stephen; Chisholm, Alison; Montgomery, Catherine; Gibbons, Elizabeth; Ainley, Esther; Bostock, Jennifer; Gager, Melanie; Churchill, Neil; Dopson, Sue; Greenhalgh, Trish; Martin, Angela; Powell, John; Sizmur, Steve; Ziebland, Sue

doi:10.3310/hsdr08130

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This study found staff used a range of formal and informal intelligence about patient experience, and that mixed teams commanded a greater range of resources for service improvement.

Louise Locock, Chris Graham, Jenny King, Stephen Parkin, Alison Chisholm, Catherine Montgomery, Elizabeth Gibbons, Esther Ainley, Jennifer Bostock, Melanie Gager, Neil Churchill, Sue Dopson, Trish Greenhalgh, Angela Martin, John Powell, Steve Sizmur & Sue Ziebland.

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Louise Locock ^1,^2,^*, Chris Graham ³, Jenny King ³, Stephen Parkin ¹, Alison Chisholm ¹, Catherine Montgomery ¹, Elizabeth Gibbons ⁴, Esther Ainley ³, Jennifer Bostock ⁵, Melanie Gager ⁶, Neil Churchill ⁷, Sue Dopson ⁸, Trish Greenhalgh ¹, Angela Martin ¹, John Powell ¹, Steve Sizmur ³, Sue Ziebland ¹

¹ Nuffield Department of Primary Care Health Sciences, University of Oxford, Oxford, UK
² Health Services Research Unit, University of Aberdeen, Aberdeen, UK
³ Picker Institute Europe, Oxford, UK
⁴ Nuffield Department of Population Health, University of Oxford, Oxford, UK
⁵ Lay representative, Oxford, UK
⁶ Critical Care, Royal Berkshire NHS Foundation Trust, Reading, UK
⁷ Division of Experience, Participation and Equalities, NHS England, London, UK
⁸ Saïd Business School, Oxford, UK
^* Corresponding author Email: louise.locock@abdn.ac.uk

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