{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2026,10,14]],"date-time":"2026-10-14T18:59:36Z","timestamp":1792004376600,"version":"4.4.0"},"reference-count":40,"publisher":"Springer Science and Business Media LLC","issue":"1","license":[{"start":{"date-parts":[[2012,8,22]],"date-time":"2012-08-22T00:00:00Z","timestamp":1345593600000},"content-version":"unspecified","delay-in-days":0,"URL":"http:\/\/www.springer.com\/tdm"}],"content-domain":{"domain":["link.springer.com"],"crossmark-restriction":false},"short-container-title":["BMC Health Serv Res"],"published-print":{"date-parts":[[2012,12]]},"abstract":"<jats:title>Abstract<\/jats:title>\n          <jats:sec>\n            <jats:title>Background<\/jats:title>\n            <jats:p>Patients\u2019 experiences have become central to assessing the performance of healthcare systems worldwide and are increasingly being used to inform quality improvement processes. This paper explores the relative value of surveys and detailed patient narratives in identifying priorities for improving breast cancer services as part of a quality improvement process.<\/jats:p>\n          <\/jats:sec>\n          <jats:sec>\n            <jats:title>Methods<\/jats:title>\n            <jats:p>One dataset was collected using a narrative interview approach, (n\u2009=\u200913) and the other using a postal survey (n\u2009=\u200982). Datasets were analyzed separately and then compared to determine whether similar priorities for improving patient experiences were identified.<\/jats:p>\n          <\/jats:sec>\n          <jats:sec>\n            <jats:title>Results<\/jats:title>\n            <jats:p>There were both similarities and differences in the improvement priorities arising from each approach. <jats:italic>Day surgery<\/jats:italic> was specifically identified as a priority in the narrative dataset but included in the survey recommendations only as part of a broader priority around improving <jats:italic>inpatient experience<\/jats:italic>. Both datasets identified <jats:italic>appointment systems<\/jats:italic>, <jats:italic>patients spending enough time with staff<\/jats:italic>, <jats:italic>information about treatment and side effects<\/jats:italic> and more information at the end of treatment as priorities. The specific priorities identified by the narrative interviews commonly related to \u2018relational\u2019 aspects of patient experience. Those identified by the survey typically related to more \u2018functional\u2019 aspects and were not always sufficiently detailed to identify specific improvement actions.<\/jats:p>\n          <\/jats:sec>\n          <jats:sec>\n            <jats:title>Conclusions<\/jats:title>\n            <jats:p>Our analysis suggests that whilst local survey data may act as a screening tool to identify potential problems within the breast cancer service, they do not always provide sufficient detail of what to do to improve that service. These findings may have wider applicability in other services. We recommend using an initial preliminary survey, with better use of survey open comments, followed by an in-depth qualitative analysis to help deliver improvements to relational and functional aspects of patient experience.<\/jats:p>\n          <\/jats:sec>","DOI":"10.1186\/1472-6963-12-271","type":"journal-article","created":{"date-parts":[[2012,8,22]],"date-time":"2012-08-22T10:14:31Z","timestamp":1345630471000},"update-policy":"https:\/\/doi.org\/10.1007\/springer_crossmark_policy","source":"Crossref","is-referenced-by-count":115,"title":["Using patients\u2019 experiences to identify priorities for quality improvement in breast cancer care: patient narratives, surveys or both?"],"prefix":"10.1186","volume":"12","author":[{"given":"Vicki","family":"Tsianakas","sequence":"first","affiliation":[],"role":[{"vocabulary":"crossref","role":"author"}]},{"given":"Jill","family":"Maben","sequence":"additional","affiliation":[],"role":[{"vocabulary":"crossref","role":"author"}]},{"given":"Theresa","family":"Wiseman","sequence":"additional","affiliation":[],"role":[{"vocabulary":"crossref","role":"author"}]},{"given":"Glenn","family":"Robert","sequence":"additional","affiliation":[],"role":[{"vocabulary":"crossref","role":"author"}]},{"given":"Alison","family":"Richardson","sequence":"additional","affiliation":[],"role":[{"vocabulary":"crossref","role":"author"}]},{"given":"Peter","family":"Madden","sequence":"additional","affiliation":[],"role":[{"vocabulary":"crossref","role":"author"}]},{"given":"Mairead","family":"Griffin","sequence":"additional","affiliation":[],"role":[{"vocabulary":"crossref","role":"author"}]},{"given":"Elizabeth A","family":"Davies","sequence":"additional","affiliation":[],"role":[{"vocabulary":"crossref","role":"author"}]}],"member":"297","published-online":{"date-parts":[[2012,8,22]]},"reference":[{"key":"2134_CR1","unstructured":"Garratt AM, Solheim E, Danielsen K: Norwegian Knowledge Centre for the Health Services (Kunnskapssenteret). National and cross-national surveys of patient experience: a structured review. http:\/\/www.oecd.org\/dataoecd\/43\/58\/39493930.pdf."},{"key":"2134_CR2","volume-title":"The NHS Outcomes Framework, 2011\/12","author":"Department of Health","year":"2010","unstructured":"Department of Health: The NHS Outcomes Framework, 2011\/12. 2010, Department of Health, London"},{"key":"2134_CR3","volume-title":"Insights into Care","author":"Bureau of Health Information","year":"2012","unstructured":"Bureau of Health Information: Insights into Care. 2012, Sydney: Patients\u2019 Perspectives on NSW Public Hospitals"},{"key":"2134_CR4","doi-asserted-by":"publisher","first-page":"i28","DOI":"10.1136\/qshc.2008.029363","volume":"18","author":"MJ Lombarts","year":"2009","unstructured":"Lombarts MJ, Rupp I, Vallejo P, Sunol R, Klazinga NS: Application of quality improvement strategies in 389 European hospitals: results of the MARQuIS project. Qual Saf Health Care. 2009, 18: i28-i37. 10.1136\/qshc.2008.029363.","journal-title":"Qual Saf Health Care"},{"issue":"1","key":"2134_CR5","doi-asserted-by":"publisher","first-page":"27","DOI":"10.1177\/1077558709341065","volume":"67","author":"LA Giordano","year":"2010","unstructured":"Giordano LA, Elliott MN, Goldstein E, et al: Development, Implementation, and Public Reporting of the HCAHPS Survey. Med Care Res Rev. 2010, 67 (1): 27-37. 10.1177\/1077558709341065. February","journal-title":"Med Care Res Rev"},{"key":"2134_CR6","doi-asserted-by":"publisher","first-page":"111","DOI":"10.7326\/0003-4819-148-2-200801150-00006","volume":"148","author":"CH Fung","year":"2008","unstructured":"Fung CH, Lim YW, Mattke S, Damberg C, Shekelle P: Systematic review: the evidence that publishing patient care performance data improves quality of care. Ann Intern Med. 2008, 148: 111-123.","journal-title":"Ann Intern Med"},{"key":"2134_CR7","volume-title":"The Point of Care. Measures of patients\u2019 experience in hospital: purpose, methods and uses","author":"A Coulter","year":"2009","unstructured":"Coulter A, Fitzpatrick R, Cornwall J: The Point of Care. Measures of patients\u2019 experience in hospital: purpose, methods and uses. 2009, London: The King\u2019s Fund"},{"issue":"1","key":"2134_CR8","doi-asserted-by":"publisher","first-page":"39","DOI":"10.1054\/chec.1999.0052","volume":"4","author":"S Staniszewska","year":"2000","unstructured":"Staniszewska S, Ahmad L: Patient involvement in the evaluation of health care: identifying key issues and considering the way forward. Coronary Health Care. 2000, 4 (1): 39-47. 10.1054\/chec.1999.0052.","journal-title":"Coronary Health Care"},{"issue":"2","key":"2134_CR9","doi-asserted-by":"crossref","first-page":"53","DOI":"10.1016\/S0097-5990(16)30507-3","volume":"18","author":"PD Cleary","year":"1992","unstructured":"Cleary PD, Edgman-Levitan S, McMullen W, Delbanco TL: The relationship between reported problems and patient summary evaluations of hospital care. Qual Rev Bull. 1992, 18 (2): 53-59.","journal-title":"Qual Rev Bull"},{"issue":"1","key":"2134_CR10","doi-asserted-by":"publisher","first-page":"35","DOI":"10.1017\/S0266462300010503","volume":"14","author":"PD Cleary","year":"1998","unstructured":"Cleary PD: Satisfaction may not suffice! A commentary on \u2018A patient\u2019s perspective. Int J Technol Assess Health Care. 1998, 14 (1): 35-37. 10.1017\/S0266462300010503.","journal-title":"Int J Technol Assess Health Care"},{"key":"2134_CR11","volume-title":"Bringing user experience to health care improvement: the concepts, methods and practices of experience-based design","author":"SP Bate","year":"2007","unstructured":"Bate SP, Robert G: Bringing user experience to health care improvement: the concepts, methods and practices of experience-based design. 2007, Oxford: Radcliffe Publishing"},{"issue":"2","key":"2134_CR12","doi-asserted-by":"publisher","first-page":"160","DOI":"10.1111\/j.1369-7625.2007.00483.x","volume":"11","author":"E Davies","year":"2008","unstructured":"Davies E, Shaller D, Edgman-Levitan S, Safran DG, Oftedahl G, Sakowski J, Cleary PD: Evaluating the use of a modified CAHPS survey to support improvements in patient-centred care: lessons from a quality improvement collaborative. Health Expect. 2008, 11 (2): 160-176. 10.1111\/j.1369-7625.2007.00483.x.","journal-title":"Health Expect"},{"key":"2134_CR13","volume-title":"Patient experience surveys: the rationale","author":"Picker Institute Europe","year":"2008","unstructured":"Picker Institute Europe: Patient experience surveys: the rationale. 2008, http:\/\/www.pickereurope.org\/Filestore\/Misc\/Survey_theory_for_web.pdf."},{"key":"2134_CR14","volume-title":"Measures of patients\u2019 experience in hospital: purpose, methods and uses","author":"A Coulter","year":"2009","unstructured":"Coulter A, Fitzpartrick R, Cornwell J: Measures of patients\u2019 experience in hospital: purpose, methods and uses. 2009, London: The King\u2019s Fund"},{"key":"2134_CR15","doi-asserted-by":"publisher","first-page":"720","DOI":"10.1136\/bmj.319.7212.720","volume":"319","author":"PD Cleary","year":"1999","unstructured":"Cleary PD: The increasing importance of patient surveys. Br Med J. 1999, 319: 720-721. 10.1136\/bmj.319.7212.720.","journal-title":"Br Med J"},{"key":"2134_CR16","volume-title":"Cornwell, J: Seeing the person in the patient","author":"J Goodrich","year":"2008","unstructured":"Goodrich J: Cornwell, J: Seeing the person in the patient. 2008, London: The King\u2019s Fund"},{"issue":"5","key":"2134_CR17","doi-asserted-by":"publisher","first-page":"307","DOI":"10.1136\/qshc.2005.016527","volume":"15","author":"SP Bate","year":"2006","unstructured":"Bate SP, Robert G: Experience-based design: from redesigning the system around the patient to co-designing services with the patient. Qual Saf Health Care. 2006, 15 (5): 307-310. 10.1136\/qshc.2005.016527.","journal-title":"Qual Saf Health Care"},{"key":"2134_CR18","unstructured":"Tsianakas V, Robert G, Maben J, Richardson A, Dale C, Wiseman T: Implementing patient-centred care: using experience- based co-design to improve patient experience in breast and lung cancer services. Support Care Cancer. 10.1007\/s00520012-1470-3."},{"issue":"5","key":"2134_CR19","doi-asserted-by":"publisher","first-page":"353","DOI":"10.1093\/intqhc\/14.5.353","volume":"14","author":"C Jenkinson","year":"2002","unstructured":"Jenkinson C, Coulter A, Bruster S: The Picker Patient Experience Questionnaire: development and validation using data from in-patient surveys in five countries. Int J Qual Health Care. 2002, 14 (5): 353-358. 10.1093\/intqhc\/14.5.353.","journal-title":"Int J Qual Health Care"},{"key":"2134_CR20","volume-title":"Executive Summary. North London Cancer Network Patient Survey","author":"Picker Institute Europe","year":"2008","unstructured":"Picker Institute Europe: Executive Summary. North London Cancer Network Patient Survey. 2008, http:\/\/www.pickereurope.org\/Filestore\/PIE_reports\/Survey_reports\/North_London_Cancer_Network_Patient_Survey_2008_ExecSummary2.pdf."},{"issue":"1","key":"2134_CR21","doi-asserted-by":"publisher","first-page":"125","DOI":"10.5750\/ijpcm.v1i1.31","volume":"1","author":"EA Davies","year":"2011","unstructured":"Davies EA, Madden P, Griffin M, Coupland VH, Richardson A: Comparing breast and lung cancer patients\u2019 experiences at a UK Cancer Centre: implications for improving care. The International Journal of Person-Centred Medicine. 2011, 1 (1): 125-135. 10.5750\/ijpcm.v1i1.31.","journal-title":"The International Journal of Person-Centred Medicine"},{"key":"2134_CR22","unstructured":"Department of Health: National Survey: Cancer Patients. h. http:\/\/www.dh.gov.uk\/en\/Publicationsandstatistics\/PublishedSurvey\/NationalsurveyofNHSpatients\/Nationalsurveycancer\/index.htm.(2002) (Last accessed 2 March 2011)"},{"key":"2134_CR23","doi-asserted-by":"publisher","first-page":"776","DOI":"10.1111\/j.1365-2753.2009.01192.x","volume":"16","author":"PB Madden","year":"2010","unstructured":"Madden PB, Davies EA: Reporting cancer patients\u2019 experiences of care for quality improvement: analysis of 2000 and 2004 survey results for South East England. J Eval Clin Pract. 2010, 16: 776-783. 10.1111\/j.1365-2753.2009.01192.x.","journal-title":"J Eval Clin Pract"},{"key":"2134_CR24","volume-title":"Cancer patient experience. Surveys of patient experience: survey report","author":"Department of Health","year":"2010","unstructured":"Department of Health: Cancer patient experience. Surveys of patient experience: survey report. 2010, http:\/\/www.dh.gov.uk\/en\/Healthcare\/Cancer\/Patientexperience\/index.htm (Last accessed 2 March 2011)"},{"key":"2134_CR25","doi-asserted-by":"publisher","first-page":"334","DOI":"10.1186\/1472-6963-11-334","volume":"11","author":"EA Davies","year":"2011","unstructured":"Davies EA, Meterko MM, Charns MP, Nealon Seibert ME, Cleary PD: Factors affecting the use of patients survey data for quality improvement in the Veterans Health Adminsitration. BMC Health Serv Res. 2011, 11: 334-10.1186\/1472-6963-11-334.","journal-title":"BMC Health Serv Res"},{"key":"2134_CR26","volume-title":"Patient Centred Care: What Does It Take?","author":"D Shaller","year":"2007","unstructured":"Shaller D: Patient Centred Care: What Does It Take?. 2007, Oxford: Picker Institute and The Commonwealth Fund"},{"issue":"3","key":"2134_CR27","doi-asserted-by":"publisher","first-page":"235","DOI":"10.1111\/j.1369-7625.2004.00281.x","volume":"7","author":"FA Stevenson","year":"2004","unstructured":"Stevenson FA, Cox K, Britten N, Dundar Y: A systematic review of the research on communication between patients and health care professionals about medicines: the consequences for concordance. Health Expect. 2004, 7 (3): 235-245. 10.1111\/j.1369-7625.2004.00281.x.","journal-title":"Health Expect"},{"key":"2134_CR28","doi-asserted-by":"publisher","first-page":"1217","DOI":"10.1097\/00005650-200111000-00008","volume":"39","author":"KR Lorig","year":"2001","unstructured":"Lorig KR, Ritter P, Stewart AL, Sobel DS, William Brown B, Bandura A, Gonzalez V, Laurent DD, Holman HR: Chronic disease self-management program: 2-year health status and health care utilization outcomes. Medical Care. 2001, 39: 1217-1223. 10.1097\/00005650-200111000-00008.","journal-title":"Medical Care"},{"key":"2134_CR29","doi-asserted-by":"publisher","first-page":"1217","DOI":"10.1097\/00005650-200111000-00008","volume":"39","author":"KR Lorig","year":"2001","unstructured":"Lorig KR, Ritter P, Stewart AL, Sobel DS: William Brown B, Bandura A, Gonzalez V, Laurent DD, Holman HR: Chronic disease self-management program: 2-year health status and health care utilization outcomes. Medical Care. 2001, 39: 1217-1223. 10.1097\/00005650-200111000-00008.","journal-title":"Medical Care"},{"key":"2134_CR30","volume-title":"Health promotion in hospitals: evidence and quality management","author":"O Groene","year":"2005","unstructured":"Groene O, Garcia-Barbero M: Health promotion in hospitals: evidence and quality management. 2005, Copenhagen: WHO Regional Office for Europe"},{"key":"2134_CR31","volume-title":"Is the NHS Becoming more Patient-centred? Trends from the National Surveys of NHS Patients in England 2002\u201307","author":"N Richards","year":"2007","unstructured":"Richards N, Coulter A: Is the NHS Becoming more Patient-centred? Trends from the National Surveys of NHS Patients in England 2002\u201307. 2007, Oxford: Picker Institute"},{"issue":"6","key":"2134_CR32","doi-asserted-by":"publisher","first-page":"463","DOI":"10.1093\/intqhc\/13.6.463","volume":"13","author":"M Draper","year":"2001","unstructured":"Draper M, Cohen P, Buchan H: Seeking consumer views: what use are results of hospital patient satisfaction surveys?. Int J Qual Health Care. 2001, 13 (6): 463-468. 10.1093\/intqhc\/13.6.463.","journal-title":"Int J Qual Health Care"},{"issue":"1","key":"2134_CR33","doi-asserted-by":"publisher","first-page":"59","DOI":"10.1046\/j.1365-2648.2002.02146.x","volume":"38","author":"H Hildenhovi","year":"2002","unstructured":"Hildenhovi H, Nojonen K, Laippala P: Measurement of outpatients\u2019 views of service quality in a Finnish university hospital. J Adv Nurs. 2002, 38 (1): 59-67. 10.1046\/j.1365-2648.2002.02146.x.","journal-title":"J Adv Nurs"},{"issue":"7375","key":"2134_CR34","doi-asserted-by":"publisher","first-page":"1263","DOI":"10.1136\/bmj.325.7375.1263","volume":"325","author":"MJ Crawford","year":"2002","unstructured":"Crawford MJ, Rutter D, Manley C, Weaver T, Bhui K, Fulop N, Tyrer P: Systematic review of involving patients in the planning and development of health care. Br Med J. 2002, 325 (7375): 1263-10.1136\/bmj.325.7375.1263.","journal-title":"Br Med J"},{"issue":"2","key":"2134_CR35","doi-asserted-by":"publisher","first-page":"B61","DOI":"10.2337\/diacare.27.suppl_2.B61","volume":"27","author":"GE Reiber","year":"2004","unstructured":"Reiber GE, Au D, McDonell M, Fihn SD: Diabetes quality improvement in Department of Veterans Affairs Ambulatory Care Clinics: a group-randomized clinical trial. Diabetes Care. 2004, 27 (2): B61-B68. 10.2337\/diacare.27.suppl_2.B61.","journal-title":"Diabetes Care"},{"key":"2134_CR36","doi-asserted-by":"publisher","first-page":"428","DOI":"10.1136\/qshc.2004.012955","volume":"14","author":"E Davies","year":"2005","unstructured":"Davies E, Cleary P: Hearing the patient\u2019s voice? Factors affecting the use of patient survey data in quality improvement. Qual Saf Health Care. 2005, 14: 428-432. 10.1136\/qshc.2004.012955.","journal-title":"Qual Saf Health Care"},{"issue":"1","key":"2134_CR37","doi-asserted-by":"publisher","first-page":"72","DOI":"10.1108\/14777270510579323","volume":"10","author":"G Sweeney","year":"2005","unstructured":"Sweeney G, O\u2019Hagan B, Squire S, Powell C: The Patients Accelerating Change Project: does it make any difference?. Clinical Governance. 2005, 10 (1): 72-83. 10.1108\/14777270510579323.","journal-title":"Clinical Governance"},{"key":"2134_CR38","doi-asserted-by":"publisher","first-page":"84","DOI":"10.1016\/j.pec.2008.07.055","volume":"74","author":"L Forbat","year":"2009","unstructured":"Forbat L, Cayless S, Knighting K, Cornwell J, Kearney N: Engaging patients in health care: an empirical study of the role of engagement on attitudes and action. Patient Educ Couns. 2009, 74: 84-90. 10.1016\/j.pec.2008.07.055.","journal-title":"Patient Educ Couns"},{"key":"2134_CR39","volume-title":"Emergency Department Co-Design Program 1 Stage 2 Evaluation Report","author":"D Piper","year":"2010","unstructured":"Piper D, Iedema R: Emergency Department Co-Design Program 1 Stage 2 Evaluation Report. 2010, Sydney: Centre for Health Communication (UTS) and NSW Health"},{"key":"2134_CR40","volume-title":"Working in health care could be one of the most satisfying jobs in the world. Why doesn\u2019t it feel like that? \u2018Take it to the limit\u2019 learning set","author":"Really Learning","year":"2009","unstructured":"Really Learning: Working in health care could be one of the most satisfying jobs in the world. Why doesn\u2019t it feel like that? \u2018Take it to the limit\u2019 learning set. 2009, http:\/\/www.reallylearning.com\/Current_Projects\/Learning_Sets\/take-it-to-the-limit-report2.pdf."}],"container-title":["BMC Health Services Research"],"original-title":[],"language":"en","link":[{"URL":"http:\/\/link.springer.com\/content\/pdf\/10.1186\/1472-6963-12-271.pdf","content-type":"application\/pdf","content-version":"vor","intended-application":"text-mining"},{"URL":"http:\/\/link.springer.com\/article\/10.1186\/1472-6963-12-271\/fulltext.html","content-type":"text\/html","content-version":"vor","intended-application":"text-mining"},{"URL":"http:\/\/link.springer.com\/content\/pdf\/10.1186\/1472-6963-12-271","content-type":"unspecified","content-version":"vor","intended-application":"similarity-checking"},{"URL":"https:\/\/link.springer.com\/content\/pdf\/10.1186\/1472-6963-12-271.pdf","content-type":"application\/pdf","content-version":"vor","intended-application":"similarity-checking"}],"deposited":{"date-parts":[[2021,9,1]],"date-time":"2021-09-01T19:59:50Z","timestamp":1630526390000},"score":1,"resource":{"primary":{"URL":"https:\/\/bmchealthservres.biomedcentral.com\/articles\/10.1186\/1472-6963-12-271"}},"subtitle":[],"short-title":[],"issued":{"date-parts":[[2012,8,22]]},"references-count":40,"journal-issue":{"issue":"1","published-print":{"date-parts":[[2012,12]]}},"alternative-id":["2134"],"URL":"https:\/\/doi.org\/10.1186\/1472-6963-12-271","relation":{},"ISSN":["1472-6963"],"issn-type":[{"value":"1472-6963","type":"electronic"}],"subject":[],"published":{"date-parts":[[2012,8,22]]},"assertion":[{"value":"8 February 2012","order":1,"name":"received","label":"Received","group":{"name":"ArticleHistory","label":"Article History"}},{"value":"15 August 2012","order":2,"name":"accepted","label":"Accepted","group":{"name":"ArticleHistory","label":"Article History"}},{"value":"22 August 2012","order":3,"name":"first_online","label":"First Online","group":{"name":"ArticleHistory","label":"Article History"}}],"article-number":"271"}}