Team resources for quality improvement in the NHS: improving patient experience at the frontline

Louise Locock* (Corresponding Author), Stephen Parkin, Catherine Montgomery, Alison Chisholm

*Corresponding author for this work

Research output: Contribution to journalArticle


Improving experience of care is a key part of quality improvement (QI) in the NHS, alongside clinical effectiveness and patient safety.
To explore how frontline hospital ward teams engage with patient experience data for QI.
Literature review
Organisations which do well on measures of patient-centred care appear to perform well on other organisational and health outcomes. But studies suggest frontline staff need greater support in analysing and using patient experience data for QI.
Case studies in 6 hospital medical wards, using ethnographic observations and interviews.
In every site, staff undertook QI projects using a range of data sources. The number and scale of these varied. Progress was generally greater when there was support from a central patient experience/QI function, and when the ward team comprised a range of professionals of different levels of seniority.
More diverse teams can call on a wider range of skills, networks, ideas, resources and authority to effect change, and stimulate each other’s thinking.
When setting up teams to deliver QI projects, frontline staff may want to think explicitly about different stakeholders and what they might bring to the team to strengthen its resources, especially the organisation’s patient experience team.
Original languageEnglish
JournalNursing Times
Publication statusAccepted/In press - 29 Apr 2020


  • patient experience
  • quality improvement
  • patient feedback
  • multidisciplinary teams

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