MEMBRA (Membership Engagement Services and InHealth Associates) June 2015
- This report examines how, why and what patient experience data is being collected, how it is being used for improvements and how patients are being involved.
- It concludes that there is no one model for the way in which patient experience work is organised. Critical success factors include clarity of the patient experience team’s role and purpose, good relationships with other stakeholders, a supportive culture and clinical and corporate leadership and the ability to make space for work on improvement.
- The report also examines challenges for patient experience managers
