IDEAS home Printed from https://ideas.repec.org/a/eee/socmed/v178y2017icp19-27.html
   My bibliography  Save this article

The Patient Feedback Response Framework – Understanding why UK hospital staff find it difficult to make improvements based on patient feedback: A qualitative study

Author

Listed:
  • Sheard, Laura
  • Marsh, Claire
  • O'Hara, Jane
  • Armitage, Gerry
  • Wright, John
  • Lawton, Rebecca

Abstract

Patients are increasingly being asked for feedback about their healthcare experiences. However, healthcare staff often find it difficult to act on this feedback in order to make improvements to services. This paper draws upon notions of legitimacy and readiness to develop a conceptual framework (Patient Feedback Response Framework – PFRF) which outlines why staff may find it problematic to respond to patient feedback.

Suggested Citation

  • Sheard, Laura & Marsh, Claire & O'Hara, Jane & Armitage, Gerry & Wright, John & Lawton, Rebecca, 2017. "The Patient Feedback Response Framework – Understanding why UK hospital staff find it difficult to make improvements based on patient feedback: A qualitative study," Social Science & Medicine, Elsevier, vol. 178(C), pages 19-27.
    • Handle: RePEc:eee:socmed:v:178:y:2017:i:c:p:19-27
    DOI: 10.1016/j.socscimed.2017.02.005
    as

    Download full text from publisher

    File URL: http://www.sciencedirect.com/science/article/pii/S0277953617300850
    Download Restriction: Full text for ScienceDirect subscribers only
    File URL: https://libkey.io/10.1016/j.socscimed.2017.02.005?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    1. Benn, Jonathan & Burnett, Susan & Parand, Anam & Pinto, Anna & Iskander, Sandra & Vincent, Charles, 2009. "Studying large-scale programmes to improve patient safety in whole care systems: Challenges for research," Social Science & Medicine, Elsevier, vol. 69(12), pages 1767-1776, December.
    2. Lockett, Andy & Currie, Graeme & Waring, Justin & Finn, Rachael & Martin, Graham, 2012. "The role of institutional entrepreneurs in reforming healthcare," Social Science & Medicine, Elsevier, vol. 74(3), pages 356-363.
    3. Martin, Graham P. & McKee, Lorna & Dixon-Woods, Mary, 2015. "Beyond metrics? Utilizing ‘soft intelligence’ for healthcare quality and safety," Social Science & Medicine, Elsevier, vol. 142(C), pages 19-26.
    4. Julie Battilana & Bernard Leca & Eva Boxenbaum, 2009. "How actors change institutions : Towards a theory of institutional entrepreneurship," Post-Print hal-00576509, HAL.
    5. Macfarlane, Fraser & Barton-Sweeney, Cathy & Woodard, Fran & Greenhalgh, Trisha, 2013. "Achieving and sustaining profound institutional change in healthcare: Case study using neo-institutional theory," Social Science & Medicine, Elsevier, vol. 80(C), pages 10-18.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Miles Sibley & Ray Earwicker & Jörg W. Huber, 2018. "Making best use of patient experience," Journal of Clinical Nursing, John Wiley & Sons, vol. 27(23-24), pages 4239-4241, December.
    2. Miia Marika Jansson & Marja Harjumaa & Ari‐Pekka Puhto & Minna Pikkarainen, 2020. "Patients’ satisfaction and experiences during elective primary fast‐track total hip and knee arthroplasty journey: A qualitative study," Journal of Clinical Nursing, John Wiley & Sons, vol. 29(3-4), pages 567-582, February.
    3. Joy Davis & Sue Sinni & Stephen Maloney & Lorraine Walker, 2022. "Strategies Australian Hospitals Utilize to Incorporate Patient Feedback in the Delivery and Measurement of Person-Centered Care: A Scoping Review," Clinical Nursing Research, , vol. 31(5), pages 782-794, June.
    4. Aavash Raj Pandey & Mahdi Seify & Udoka Okonta & Amin Hosseinian-Far, 2023. "Advanced Sentiment Analysis for Managing and Improving Patient Experience: Application for General Practitioner (GP) Classification in Northamptonshire," IJERPH, MDPI, vol. 20(12), pages 1-11, June.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Mæhle, Per Magnus & Smeland, Sigbjørn, 2021. "Implementing cancer patient pathways in Scandinavia how structuring might affect the acceptance of a politically imposed reform," Health Policy, Elsevier, vol. 125(10), pages 1340-1350.
    2. Nigam, Amit, 2013. "How institutional change and individual researchers helped advance clinical guidelines in American health care," Social Science & Medicine, Elsevier, vol. 87(C), pages 16-22.
    3. Maura Campra & Paolo Esposito & Valerio Brescia, 2023. "Corporate social responsibility and technological perspectives in healthcare: An exploratory analysis of the evolution of the anti‐corruption system through multiple case studies," Corporate Social Responsibility and Environmental Management, John Wiley & Sons, vol. 30(6), pages 2816-2829, November.
    4. Zec, Dejan & Rüling, Charles-Clemens & Wang, Tao, 2020. "Parliament in action: Drug withdrawals and policy changes in the U.K," Health Policy, Elsevier, vol. 124(9), pages 984-990.
    5. Macfarlane, Fraser & Barton-Sweeney, Cathy & Woodard, Fran & Greenhalgh, Trisha, 2013. "Achieving and sustaining profound institutional change in healthcare: Case study using neo-institutional theory," Social Science & Medicine, Elsevier, vol. 80(C), pages 10-18.
    6. Welter, Friederike & Smallbone, David, 2015. "Creative forces for entrepreneurship: The role of institutional change agents," Working Papers 01/15, Institut für Mittelstandsforschung (IfM) Bonn.
    7. Modell, Sven & Yang, ChunLei, 2018. "Financialisation as a strategic action field: An historically informed field study of governance reforms in Chinese state-owned enterprises," CRITICAL PERSPECTIVES ON ACCOUNTING, Elsevier, vol. 54(C), pages 41-59.
    8. Elizabeth J. Altman & Frank Nagle & Michael L. Tushman, 2013. "Innovating Without Information Constraints: Organizations, Communities, and Innovation When Information Costs Approach Zero," Harvard Business School Working Papers 14-043, Harvard Business School, revised Sep 2014.
    9. Pandza, Krsto & Ellwood, Paul, 2013. "Strategic and ethical foundations for responsible innovation," Research Policy, Elsevier, vol. 42(5), pages 1112-1125.
    10. Elert, Niklas & Henrekson, Magnus, 2017. "Entrepreneurship and Institutions: A Bidirectional Relationship," Working Paper Series 1153, Research Institute of Industrial Economics, revised 05 May 2017.
    11. Emil Evenhuis, 2017. "Institutional change in cities and regions: a path dependency approach," Cambridge Journal of Regions, Economy and Society, Cambridge Political Economy Society, vol. 10(3), pages 509-526.
    12. Victoria Johnson & Walter W. Powell, 2015. "Poisedness and Propagation: Organizational Emergence and the Transformation of Civic Order in 19th-Century New York City," NBER Working Papers 21011, National Bureau of Economic Research, Inc.
    13. Kurikka, Heli & Grillitsch, Markus, 2020. "Resilience in the periphery: What an agency perspective can bring to the table," Papers in Innovation Studies 2020/7, Lund University, CIRCLE - Centre for Innovation Research.
    14. Y. Sekou Bermiss & Benjamin L. Hallen & Rory McDonald & Emily C. Pahnke, 2017. "Entrepreneurial beacons: The Yale endowment, run‐ups, and the growth of venture capital," Strategic Management Journal, Wiley Blackwell, vol. 38(3), pages 545-565, March.
    15. Hensel, Przemysław G., 2019. "Supporting replication research in management journals: Qualitative analysis of editorials published between 1970 and 2015," European Management Journal, Elsevier, vol. 37(1), pages 45-57.
    16. Ovretveit, John, 2009. "The contribution of new social science research to patient safety," Social Science & Medicine, Elsevier, vol. 69(12), pages 1780-1783, December.
    17. Elbasha, Tamim & Avetisyan, Emma, 2018. "A framework to study strategizing activities at the field level: The example of CSR rating agencies," European Management Journal, Elsevier, vol. 36(1), pages 38-46.
    18. Maxim Voronov & Mary Ann Glynn & Klaus Weber, 2022. "Under the Radar: Institutional Drift and Non‐Strategic Institutional Change," Journal of Management Studies, Wiley Blackwell, vol. 59(3), pages 819-842, May.
    19. Bjorn Remneland Wikhamn & Alexander Styhre, 2019. "Open Innovation Groundwork," International Journal of Innovation Management (ijim), World Scientific Publishing Co. Pte. Ltd., vol. 24(02), pages 1-29, January.
    20. Arshed, Norin, 2017. "The origins of policy ideas: The importance of think tanks in the enterprise policy process in the UK," Journal of Business Research, Elsevier, vol. 71(C), pages 74-83.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:eee:socmed:v:178:y:2017:i:c:p:19-27. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Catherine Liu (email available below). General contact details of provider: http://www.elsevier.com/wps/find/journaldescription.cws_home/315/description#description .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.