Reframing the work on patient experience improvement

In reframing the work on patient experience improvement Dr. Jocelyn Cornwell, chief executive of The Point of Care Foundation, challenges us to broaden our view on what is necessary to impact patient experience efforts. From a defined need to reduce avoidable suffering associated with health care delivery dysfunction, she suggests we extend the discussion in two ways: First, to include a concern for staff engagement, experience and well-being, and second, to position patient experience improvement as one type of quality improvement (QI) in healthcare, and urge practitioners to pay more attention to the lessons from QI in other domains. High quality, reliable patient experience is a primary goal in healthcare alongside others; too often it is treated as separate from other quality goals, deprived of the resources those goals command and taken less seriously. By broadening our view on patient experience improvement, Dr. Cornwell offers we will find not only greater engagement from all participants in healthcare, but also positive and sustained outcomes

Involving service users in the qualitative analysis of patient narratives to support healthcare quality improvement

Economic and Social Research Council (ES/L01338X/1). Locock, L., Kirkpatrick, S., Brading, L. et al. Response to “comments on: involving service users in the qualitative analysis of patient narratives to support healthcare quality improvement. Res Involv Engagem 5, 26 (2019). https://doi.org/10.1186/s40900-019-0158-yPeer reviewedPublisher PD

What's the difference between a hospital and a bottling factory?

Various commentators have argued for interventions to improve processes in the delivery of health care by drawing attention to experience and practice in other industries—for example, airlines or vehicle manufacturing. A common and natural objection to this line of argument is that health care is different, and so the potential to learn from other sectors is limited. We have sympathy with both claim and counterclaim and explore in this article some features of health care that distinguish it from other industrie

Friends and family test should no longer be mandatory.

Valued by policy makers but generates little insight for practitioners

Patients and staff as codesigners of healthcare services

Glenn Robert and colleagues describe an approach that aims to ensure that healthcare organisations realise the full potential of patients—the biggest resource they have for improving the quality of care