Skip to main content
SpringerLink
Log in

Testing Accelerated Experience-Based Co-design: Using a National Archive of Patient Experience Narrative Interviews to Promote Rapid Patient-Centred Service Improvement

  • Chapter
Patient-Centred Health Care

Part of the book series: Organizational Behaviour in Health Care ((OBHC))

Abstract

Measuring, understanding and improving patients’ experiences is of central importance to healthcare systems worldwide (Calabrese, 2010). In England, a recent government White Paper on National Health Service (NHS) reform emphasizes ‘putting patients and the public first’, or ‘no decision about without me’, as it has been characterized (Secretary of State for Health, 2010). The White Paper notes that:

The NHS… scores relatively poorly on being responsive to the patients it serves. It lacks a genuinely patient-centred approach in which services are designed around individual needs, lifestyles and aspirations. Too often, patients are expected to fit around services, rather than services around patients. [section 1.9]

This is a preview of subscription content, log in via an institution to check access.

Access this chapter

Log in via an institution
Chapter
USD 29.95
Price excludes VAT (USA)
  • Available as PDF
  • Read on any device
  • Instant download
  • Own it forever
eBook
USD 129.00
Price excludes VAT (USA)
  • Available as EPUB and PDF
  • Read on any device
  • Instant download
  • Own it forever
Softcover Book
USD 169.99
Price excludes VAT (USA)
  • Compact, lightweight edition
  • Dispatched in 3 to 5 business days
  • Free shipping worldwide - see info
Hardcover Book
USD 169.99
Price excludes VAT (USA)
  • Durable hardcover edition
  • Dispatched in 3 to 5 business days
  • Free shipping worldwide - see info

Tax calculation will be finalised at checkout

Purchases are for personal use only

Institutional subscriptions

Preview

Unable to display preview. Download preview PDF.

Unable to display preview. Download preview PDF.

References

  • Bate SP and Robert G. (2007) Bringing user experience to healthcare improvement: The concepts, methods and practices of experience-based design (Oxford: Radcliffe Publishing).

    Google Scholar 

  • Calabrese J. (2010) A comparison of data on patient experiences of end of life care (Oxford: Green Templeton College).

    Google Scholar 

  • Care Quality Commission (2011) Dignity and nutrition inspection programme: National overview (London: Care Quality Commission).

    Google Scholar 

  • Cheshire A and Ridge D. (2012) Evaluation of the experience-led commissioning in end of life care project (London: University of Westminster).

    Google Scholar 

  • Coulter A, Fitzpatrick R and Cornwell J. (2009) The point of care. Measures of patients’ experience in hospital: Purpose, methods and uses (London: The King’s Fund).

    Google Scholar 

  • Daly K, Willis K, Small R, Green J, Welch N, Kealy M and Hughes E. (2007) ‘A hierarchy of evidence for assessing qualitative health research’, Journal of Clinical Epidemiology 60(1): 43–9.

    Article  Google Scholar 

  • Dopson S, Locock L, Chambers D and Gabbay J. (2001) ‘Implementation of evidence-based medicine: Evaluation of the Promoting Action on Clinical Effectiveness programme (PACE)’, Journal of Health Services Research and Policy 6(1): 23–31.

    Article  Google Scholar 

  • Dr Foster Intelligence (2010) Intelligent Board 2010 — Patient experience (London: Dr Foster Intelligence).

    Google Scholar 

  • Farr M. (2011) Evaluation report of the patient centred care project (London: King’s Fund).

    Google Scholar 

  • Fitzgerald L and Dopson S. (2009) ‘Comparative case study design: Their utility and development in organizational research’ in D Buchanan, A Bryman (eds.) Handbook of organizational research methods (London: Sage).

    Google Scholar 

  • Foot C and Cornwell J. (2010) Improving patients’ experiences: An analysis of the evidence to inform future policy development. Internal report to the Department of Health (London: The King’s Fund).

    Google Scholar 

  • Garratt AM, Solheim E and Danielsen K. (2008) National and cross-national surveys of patient experience: A structured review (Oslo: Norwegian Knowledge Centre for the Health Services (Kunnskapssenteret)), http://www.oecd.org/dataoecd/43/58/39493930.pdf.

    Google Scholar 

  • Green MC and Brock TC. (2000) ‘The role of transportation in the persuasiveness of public narratives’, Journal of Personality and Social Psychology 79(5): 701–21.

    Article  Google Scholar 

  • Greenhalgh T, Russell J and Swinglehurst D. (2005) ‘Narrative methods in quality improvement research’. Quality & Safety in Health Care, 14:443–49.

    Article  Google Scholar 

  • Heaton, J. (2004) Reworking qualitative data: The possibility of secondary analysis (London: Sage).

    Google Scholar 

  • House of Commons (2010) The Mid Staffordshire NHS Foundation Trust Inquiry (The Francis report) (London: The Stationery Office).

    Google Scholar 

  • Iedema R, Merrick E, Piper D and Walsh J. (2008) Emergency department co-design stage 1 evaluation — report to health services performance improvement branch, NSW health (Sydney: Centre for Health Communication, University of Technology, Sydney).

    Google Scholar 

  • Iles V and Sutherland K. (2001) Organisational change: A review for healthcare managers, professionals and researchers (London: SDO).

    Google Scholar 

  • Locock L. (2001) Maps and journeys: Redesign in the NHS (Birmingham: University of Birmingham).

    Google Scholar 

  • Pettigrew AM, Ferlie E and McKee L. (1992) Shaping strategic change; Making change in large organizations; The case of the National Health Service (London: Sage).

    Google Scholar 

  • Piper D and Iedema R. (2010) Emergency department co-design program 1 Stage 2 evaluation report (Sydney: Centre for Health Communication (UTS) and NSW Health).

    Google Scholar 

  • Ritchie J and Spencer L. (2004) ‘Qualitative data analysis for applied policy research’ in A Bryman, RG Burgess (eds.) Analyzing qualitative data (London: Routledge).

    Google Scholar 

  • Robert G and Cornwell J. (2011) What matters to patients? Policy Recommendations — A report for the Department of Health and NHS Institute for innovation & improvement (Warwick: NHS Institute for Innovation & Improvement).

    Google Scholar 

  • Robert G. (2013) ‘Participatory action research: using experience-based co-design (EBCD) to improve health care services’ in S Ziebland, A Coulter, J Calabrese and L Locock (eds.) Understanding and using health experiences: improving patient care (Oxford: Oxford University Press).

    Google Scholar 

  • Secretary of State for Health (2010) Equity and excellence: Liberating the NHS (London: HMSO).

    Google Scholar 

  • Tsianakas V, Maben J, Wiseman T, Robert G, Richardson A, Madden P and Davies E. (2012) ‘Using patients’ experiences’ to identify priorities for quality improvement in breast cancer care: patient narratives, surveys or both?’, BMC Health Services Research, 12:271.

    Article  Google Scholar 

  • Tsianakas V, Robert G, Maben J, Richardson A, Dale C and Wiseman T. (2012) ‘Implementing patient centred cancer care: using experience-based co-design to improve patient experience in breast and lung cancer services’, Journal of Supportive Care in Cancer, 20(11):2639–47.

    Article  Google Scholar 

Download references

Authors
  1. Louise Locock
    View author publications

    You can also search for this author in PubMed Google Scholar

  2. Glenn Robert
    View author publications

    You can also search for this author in PubMed Google Scholar

  3. Annette Boaz
    View author publications

    You can also search for this author in PubMed Google Scholar

  4. Caroline Shuldham
    View author publications

    You can also search for this author in PubMed Google Scholar

  5. Jonathan Fielden
    View author publications

    You can also search for this author in PubMed Google Scholar

  6. Sue Ziebland
    View author publications

    You can also search for this author in PubMed Google Scholar

Editor information

Editors and Affiliations

  1. School of Business, Trinity College, Dublin, Ireland

    Mary A. Keating

  2. Cardiff Business School, Cardiff University, Cardiff, UK

    Aoife M. McDermott

  3. School of Business Administration, University of California, Riverside, USA

    Kathleen Montgomery

Copyright information

© 2013 Louise Locock, Glenn Robert, Annette Boaz, Caroline Shuldham, Jonathan Fielden and Sue Ziebland

About this chapter

Cite this chapter

Locock, L., Robert, G., Boaz, A., Shuldham, C., Fielden, J., Ziebland, S. (2013). Testing Accelerated Experience-Based Co-design: Using a National Archive of Patient Experience Narrative Interviews to Promote Rapid Patient-Centred Service Improvement. In: Keating, M.A., McDermott, A.M., Montgomery, K. (eds) Patient-Centred Health Care. Organizational Behaviour in Health Care. Palgrave Macmillan, London. https://doi.org/10.1057/9781137308931_14

Download citation

Publish with us

Policies and ethics

Search

Navigation