The Scottish Government

NHS Board

Job title

Interview date

What, if any, patient experience activities have been carried out within your NHS Board? e.g. Patient surveys; Complaints and compliments; Feedback to patient liaison staff; Patient representatives in decision-making groups; Patient forums; Suggestion boxes; Focus groups?

Anything in primary care?

What kind of information about patient experience interests you most?

• Qualitative or quantitative?
• Statistics or words?

Which sources of information do you/would you trust most?

• Complaints
• Compliments?
• Surveys?
• Patients' panels?
• Focus groups?
• Something else?

What makes a good patient experience measure?

• Powerful patient stories?
• A representative sample?
• Independent data collection?

• Targeted feedback?

Benchmarking

• Would you be interested in benchmarking your Board against others?
• Who are the best comparators for your Board?
• Are you more interested in between-Board comparisons or within-Board comparisons among departments or over time?

What are your (and your Board's) motivations for using patient experience information to make quality improvements?

What are the barriers (to you and your Board) to using patient experience information?

Have you overcome some barriers? If so, how?

What do you need to help overcome barriers?

Is there other patient experience work that you would like to be doing, but currently you aren't?

Where are you currently or recently focusing quality improvement efforts?

To what extent are quality improvement initiatives driven by patient experience reports?

Do you have any examples of measured changes?

If so, how did you measure change?

What have you learned about using patient experience information?

What do you do differently now?

What do you expect from the forthcoming Patient Experience Programme in NHS Scotland?

• Benchmarking with other Boards?
• Prompt publication of results?
• The ability to make comparisons among different divisions within their own Board?
• Information and support on how to make quality improvements?
• What would be on your wish list?

What do you fear? What DON'T you want? (from the forthcoming Patient Experience Programme in NHS Scotland?)

PATIENT PRIORITIES

What issues do you think are most important to patients?

Is there anyone else in your Board should I talk to?