By Louise Locock
When we’re trying to improve the experience of health care, social care and other services users, is there a fast, rigorous way to include their perspectives that doesn’t involve repeatedly collecting new data from them and their families?
Measuring, understanding and improving people’s experience of services has become a priority. There is now an international focus (at least in the West) on person-centred care. The English National Health Service has led the way among health systems by introducing the first nationally mandated patient survey.
Despite the strong political and organisational focus on improving care, reports of unsatisfactory experience continue in even the best funded care systems.