A positive patient experience is widely considered to be a key indicator of high- quality healthcare delivery, and the collection of feedback about a patient’s experience of care is now routine in our health services (Berwick, 2013; Francis, 2013; Keogh, 2013). Over the last few years we have seen significant increases in the collection, analysis and response to data about the public’s experience of healthcare. A number of different processes have been developed to facilitate both the collection of this information, and to enable healthcare service users, families and friends to share their opinions and experiences. Previous research on the use of patient feedback to improve safety, however, suggests that without support to interpret and use this feedback, data may not be used effectively (Sheard, et al., 2017).
In this paper, we report on a cross-disciplinary research project, that was designed to help understand and enhance how hospital staff learn from and act on patient experience (PE) data. This paper outlines the process and thinking behind the use of co-design workshops to engage a range of stakeholder representatives in the design and development of a Patient Experience Improvement Toolkit (PEIT) that could be used to review, make sense of, and apply patient feedback data on hospitals wards to assist with service improvement strategies. The co-design workshops were part of a research project funded by the National Institute for Health Research's Health Services and Delivery Research Programme in the UK, entitled “Understanding and Enhancing How Hospital Staff Learn from and Act on Patient Experience Data”. This 32-month project brings together a team of qualitative researchers, health and occupational psychologists, designers, service representatives, and patient advocates from Bradford Teaching Hospitals, NHS Foundation Trust, Institute for Health Research and Sheffield Hallam University.