How to measure patient experience

Using patient experience information requires that organisations have the capacity to collate and analyse data. It is also important to have good systems for managing and tracking the data collected.

The measurement of patient experience has recently developed and on its own is not sufficient to solely measure patient satisfaction. More detail is required to ensure that they measures lead to positive change for patients. Organisations need a mixture of measures that give them immediate and recent data that is sufficiently detailed and meaningful to influence staff, managers and executives.  as well as requiring different types of measure, the way that feedback is collected can also influence the type of information and what it is used for.  For example, real time patient experience information is of use directly by teams but can also be collated and compared across services and at board level.

Transforming Patient Experience: the essential guide has lots more information on measurement including:

• Measuring Experience - Improving Services
• The 7-step measurement process
• Feedback methods
• Feedback in action
• Examples of reporting systems

Here are a range of videos, presentations and tools on measurement which were created and used in the Patient Experience Learning Programme.

Measurement for Improvement Presentation

This presentation is by Mike Davidge, Head of Measurement at the NHS Institute.

 Measurement for Improvement Powerpoint Presentation

Measures Checklist

Measures Checklist

We want to hear how you are measuring patient experience, what tools you are using and what challenges you have faced.  We aim to share your stories on the Online Network. 

To submit any stories please email patientexperience@institute.nhs.uk or complete the online template on Share your work and learn from others.