Methods for capturing patient experience and satisfaction in healthcare services
evidence and practice    

Methods for capturing patient experience and satisfaction in healthcare services

Kathryn Walker Clinical research nurse, Newcastle Clinical Ageing Research Unit, Newcastle upon Tyne, Tyne and Wear, England

Why you should read this article
  • To understand the planning required before undertaking a patient experience audit or research project

  • To learn about two different methods for capturing patient experience in healthcare

  • To consider how bias can affect an audit or research project

Patient experience in healthcare has long been recognised in the UK and internationally as a crucial benchmark for assessing quality of care in healthcare settings. It is increasingly becoming part of a nurse’s role to conduct, analyse and present the findings of patient experience audits and research projects, and to implement changes to services based on the data collected. To undertake these audits and projects effectively, nurses require knowledge of how to use various data collection methods and research tools, determine their validity and reliability, and minimise bias. This article provides information about these areas, with the aim of assisting nurses in designing and implementing patient experience audits and research projects in their clinical area, which can subsequently be used to improve patient care and services.

Nursing Standard. doi: 10.7748/ns.2021.e11664

Peer review

This article has been subject to external double-blind peer review and checked for plagiarism using automated software

Correspondence

kathryn.walker@ncl.ac.uk

Conflict of interest

None declared

Walker K (2021) Methods for capturing patient experience and satisfaction in healthcare services. Nursing Standard. doi: 10.7748/ns.2021.e11664

Published online: 07 June 2021

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