Do some trusts deliver a consistently better experience for patients? An analysis of patient experience across acute care surveys in English NHS trusts

Raleigh, Veena S; Frosini, Francesca; Sizmur, Steve; Graham, Chris

doi:10.1136/bmjqs-2011-000588

Cited by 36 publications

(64 citation statements)

References 8 publications

(7 reference statements)

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“…In particular, they highlight the critical importance of recent changes in the governance of public hospitals (Eeckloo et al ; Saltman et al ), characterized in the English NHS by the move to FT status. Contrary to previous studies (Raleigh et al ) we find that FT status, in itself, has no impact on service outcomes (at least not for patient experience). However, our results do find that in those FTs with more clinical professionals on their boards, patient experience outcomes are higher.…”

Section: Concluding Discussioncontrasting

confidence: 99%

“…Being a teaching trust appeared to have a positive effect on patients' views of the care provided. This confirms the findings of some previous studies (Pink et al ; Raleigh et al ), but appears to disconfirm others (Sjetne et al ), which suggests that reputation is not important. Predictably, higher levels of activity in the trust measured by case load and percentage of bed occupancy did have a negative impact on the experience of patients.…”

Section: Resultssupporting

confidence: 86%

“…The only statistically significant finding was a negative relationship between FT status and access score. The importance of this finding is that it runs against other studies which consistently suggest that FTs tend to have better service outcomes than non‐FTs (Verzulli et al ; Raleigh et al ).…”

Section: Resultsmentioning

confidence: 47%

“…This is in line with the extant research, which suggests that patient experience tends to be worse in larger organizations (Pink et al ; Sjetne et al ). A further control was to differentiate between teaching and non‐teaching hospitals on the grounds that the reputation and prestige enjoyed by the former may influence patient evaluations of services (Pink et al ; Raleigh et al ). The location of the trusts was also taken into consideration with dummies that matched the ten regions in which the English NHS is divided (Pérotin et al ; Veronesi et al ).…”

Section: Methodsmentioning

confidence: 99%

“…Where responsiveness is concerned, the increased accountability of FTs to local stakeholders, including patients, may ensure that quality improvement projects favoured by clinical leaders are given air time in board‐level discussions (Veronesi and Keasey ; Wright et al ). Because FTs have more formal autonomy and ‘room for manoeuvre’, this could also mean that they are less focused on complying with immediate performance targets and are more able to pursue longer term service development strategies (Allen et al ; Raleigh et al ). The fact that the FTs are allowed to retain budget surpluses may further support this.…”

Section: Clinical Leadership and The Changing Governance Of Public Homentioning

confidence: 99%

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Clinical Leadership and the Changing Governance of Public Hospitals: Implications for Patient Experience

Veronesi

Kirkpatrick

Altanlar

2015

Public Administration

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A growing evidence base suggests that increasing the involvement of clinical professionals on governing boards of hospitals has a positive impact on organizational performance.However, less is known about the wider conditions that influence this process and whether recent moves to restructure the governance of public hospitals, extending their formal autonomy, has made any difference to the outcome of clinical involvement on patient experience. Using four years of data and concentrating on the acute hospital sector in the English National Health Service (NHS), this study shows that clinical participation on hospital governing boards can significantly improve the patient experience of the careprovided. Yet, whereas a more autonomous organizational form (Foundation Trust status) does not seem to produce positive effects on its own, patient experience appears to markedly improve in those organizations that have both higher levels of clinical involvement in their strategic apex and greater flexibility in decision-making.

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Section: Concluding Discussioncontrasting

confidence: 99%

Section: Resultssupporting

confidence: 86%

Section: Resultsmentioning

confidence: 47%

Section: Methodsmentioning

confidence: 99%

Section: Clinical Leadership and The Changing Governance Of Public Homentioning

confidence: 99%

See 3 more Smart Citations

Clinical Leadership and the Changing Governance of Public Hospitals: Implications for Patient Experience

Veronesi

Kirkpatrick

Altanlar

2015

Public Administration

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Exploring patient's experiential values and its impact on service quality assessment by Indian consumers in public health institution: A qualitative study

Dhal

Sharma

2021

Journal of Public Affairs

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Satisfying patients is one of the essential facets of healthcare initiatives by any nation. The provision of high‐quality services is indispensable for the success of any service provider. This article aims to help determine experiential values that would aid in understanding the concept of healthcare quality assessment which has long been a means of controversy in practice and academic literature. Patient's experiential values, both extrinsic and intrinsic, impact the way patients assess the quality in terms of the service benefits received by them. This article has adopted a qualitative method to find and develop a patient‐centric quality assessment framework. Ten interviews were conducted with patients admitted more than a day in the private ward of a public hospital and their relatives who accompanied them (i.e., five patients and five relatives). Nvivo 12 Pro generates themes from the interviews and then triangulates with the observations and literature. With the help of this study, we could find the extrinsic and intrinsic factors that help in assessing the service quality. The intrinsic factors namely: belief, trust, safety, convenience, and confidence and extrinsic factors namely: cleanliness, facilities, access, and service delivery prove helpful in service quality assessment. Practitioners and policymakers can adapt this study to increase performance and deliver patient‐centered services.

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Improving quality of care in general practices by self-audit, benchmarking and quality circles

Mahlknecht

Abuzahra

Piccoliori³

et al. 2016

Wien Klin Wochenschr

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SummaryGuideline adherence of general practitioners (GP) regarding treatment of chronic conditions shows room for improvement. Thus, concepts have to be designed to promote quality of care. The aim of the interventional study “Improvement of Quality by Benchmarking” was to assess whether quality can be improved by self-auditing, benchmarking and quality circles in Salzburg (Austria) and South Tyrol (Italy). In this publication we present the Austrian results. Quality indicators were developed in a consensus process for eight chronic diseases based on pre-existing quality management systems. A quality score consisting of 35 indicators was calculated (0–5 points per indicator depending on fulfilment, maximum 175 points). Data were extracted from the electronic health records of participating practices in 2012, 2013 and 2014. A statistical pre-post analysis was performed using Wilcoxon signed-rank tests. A total of 20 GPs participated in the project. The mean quality score increased from 62.0 at baseline to 84.0 at the second follow-up (p = 0.003). Regarding the individual quality indicators, strong improvements were achieved between baseline and first follow-up, especially in process indicators concerning documentation. Between the first and second follow-up, quality remained in most cases at the same level. The validity of results is limited because of structural and technical problems. Due to the uncontrolled pre-post design we cannot exclude external influences on the results. Nevertheless, the intervention was able to improve measured quality of care. Barriers were detected that should be considered in a possible implementation of quality control programs.

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Do some trusts deliver a consistently better experience for patients? An analysis of patient experience across acute care surveys in English NHS trusts

Cited by 36 publications

References 8 publications

Clinical Leadership and the Changing Governance of Public Hospitals: Implications for Patient Experience

Clinical Leadership and the Changing Governance of Public Hospitals: Implications for Patient Experience

Exploring patient's experiential values and its impact on service quality assessment by Indian consumers in public health institution: A qualitative study

Improving quality of care in general practices by self-audit, benchmarking and quality circles

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