The Patient Feedback Response Framework – Understanding why UK hospital staff find it difficult to make improvements based on patient feedback: A qualitative study

Laura Sheard, Claire Marsh, Jane O'Hara, Gerry Armitage, John Wright and Rebecca Lawton

Social Science & Medicine, 2017, vol. 178, issue C, 19-27

Abstract: Patients are increasingly being asked for feedback about their healthcare experiences. However, healthcare staff often find it difficult to act on this feedback in order to make improvements to services. This paper draws upon notions of legitimacy and readiness to develop a conceptual framework (Patient Feedback Response Framework – PFRF) which outlines why staff may find it problematic to respond to patient feedback.

Keywords: United Kingdom; Patient feedback; Patient experience; Patient safety; Qualitative research; Health services organisations; Health services research (search for similar items in EconPapers)
Date: 2017
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Citations: View citations in EconPapers (5)

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DOI: 10.1016/j.socscimed.2017.02.005

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