The patient experience – Stephen Ashmore co-founder of the Clinical Audit Support Centre

Snap surveys recently spoke to a number of health professionals involved in patient experience and clinical audit.

Stephen Ashmore is co-founder of the Clinical Audit Support Centre. 

“The whole area of Patient Reported Outcome Measures (PROMS) has also taken off in the last two to three years,” adds Stephen. “This involves asking patients about their experiences of, for example, a recent operation. Hospitals need to know not just that medical procedures have gone ahead smoothly, but also whether patients are happy with the outcome.”

Read more about how Stephen sees the future for clinical audit and patient experience surveys in the UK

Patient experience surveys – Dr Ava Lorenc, PPE Toolkit

Snap surveys recently spoke to a number of health professionals involved in patient experience and clinical audit.

Dr Ava Lorenc is a Research Fellow at London South Bank University.

Dr Lorenc and colleague Professor Nicola Robinson have developed a Toolkit to help organisations involved in sexual and reproductive health find the appropriate methods for their clients and patients  to measure the patient experience.

“One of the newer clinics in Camberwell is using an electronic kiosk to gather views, which has a lot of potential as it is confidential and easy to use,” says Ava. “However, our conclusion is that you need to use lots of different methods to capture as many views as possible – from data surveys to in-depth work.”

Find out more about the PPE Toolkit and measuring the patient experience in sexual and reproductive healthcare.

Multi method surveys deliver for University Hospitals Bristol NHS Foundation Trust

You can’t beat hearing the patient’s own words and stories when it comes to having a profound impact on the organisation. That human element can be a big driver for change,”
says Paul Lewis, Patient Involvement Co-ordinator for UK University Hospitals Bristol NHS Foundation Trust.

“At the same time, though, you need robust patient experience data to be assured that a high level of service is being provided and to accurately measure progress on service improvement initiatives. We therefore take a multi-method approach to gathering patient feedback.”

Paul’s role involves bringing the patient’s viewpoint into the organisation by focusing on quantitative surveys, while a colleague adds depth and understanding to the numbers through qualitative methods such as focus groups, interviews and community engagement activities. “Along with providing clinical care and ensuring patient safety, patient experience has come to the forefront as a prime element of what constitutes good quality care in the NHS,” explains Paul.

This is quite a task for University Hospitals Bristol NHS Foundation Trust, as it includes eight busy hospitals which between them see hundreds of thousands of patients a year.

Read how Paul uses Snap’s multi-mode capability to capture and report on patient experience (links to a PDF)