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Research project: The development and evaluation of tools to obtain patient and staff feedback to support and sustain patient-centered care - Dormant - Dormant

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This project sought to design better experiences for patients and health care staff from the breast and lung cancer services within two large teaching hospitals in England. Experience based co-design (EBCD) was the chosen action research approach. EBCD is a new and innovative methodology combining (1) a user-centred orientation (by adopting a narrative storytelling approach) and (2) a participatory, collaborative change process, allowing staff to ‘see the person in the patient’ and placing patient and staff experience at the centre of service development. This was combined with a large quantitative survey of patient experience.

The project involved an in-depth qualitative study of how care was delivered by staff and received by patients, focusing particularly on their emotional ‘journey’. It included 36 filmed patient narratives, capturing the key emotional ’touchpoints’ along their ‘journeys’, 60 staff interviews about their experience of providing services, and ethnographic observation of clinical areas, leading to further insights into patient and staff experiences.

Through a facilitated three-stage change process patients and staff agreed on joint priorities for improvement and then work together in co-design groups that focus on identified priority areas.

This project sought to design better experiences for patients and health care staff from the breast and lung cancer services within two large teaching hospitals in England. Experience based co-design (EBCD) was the chosen action research approach. EBCD is a new and innovative methodology combining (1) a user-centred orientation (by adopting a narrative storytelling approach) and (2) a participatory, collaborative change process, allowing staff to ‘see the person in the patient’ and placing patient and staff experience at the centre of service development. This was combined with a large survey of patient experience.

The EBCD work involved an in-depth qualitative study of how care was delivered by staff and received by patients, focusing particularly on their emotional ‘journey’. It included 36 filmed patient narratives, capturing the key emotional ’touchpoints’ along their ‘journeys’, 60 staff interviews about their experience of providing services, and ethnographic observation of clinical areas, leading to further insights into patient and staff experiences.

Through a facilitated three-stage change process patients and staff agreed on joint priorities for improvement and then work together in co-design groups that focus on identified priority areas.

Project team

Professor Alison Richardson


External
Dr Elizabeth Davies, Kings College London
Dr Jill Maben
Dr Theresa Wiseman
Dr Glen Robert
Dr Vicki Tsianakas

Project funder

Guys and St Thomas NHS Foundation Trust

Associated research themes

Patient experience
Cancer
Experience-based co-design
Quality improvement
User involvement
Staff well-being

Related research groups

Complex Healthcare Processes

Key Publications

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