Health service improvement using positive patient feedback: Systematic scoping review.
<h4>Background</h4>Healthcare services regularly receive patient feedback, most of which is positive. Empirical studies suggest that health services can use positive feedback to create patient benefit. Our aim was to map all available empirical evidence for how positive patient feedback...
| Main Authors: | , , , , , , , , , , , |
|---|---|
| Format: | Article |
| Language: | English |
| Published: |
Public Library of Science (PLoS)
2023-01-01
|
| Series: | PLoS ONE |
| Online Access: | https://journals.plos.org/plosone/article/file?id=10.1371/journal.pone.0275045&type=printable |
| _version_ | 1797315865002115072 |
|---|---|
| author | Rebecca Lloyd James Munro Kerry Evans Amy Gaskin-Williams Ada Hui Mark Pearson Mike Slade Yasuhiro Kotera Giskin Day Joanne Loughlin-Ridley Clare Enston Stefan Rennick-Egglestone |
| author_facet | Rebecca Lloyd James Munro Kerry Evans Amy Gaskin-Williams Ada Hui Mark Pearson Mike Slade Yasuhiro Kotera Giskin Day Joanne Loughlin-Ridley Clare Enston Stefan Rennick-Egglestone |
| author_sort | Rebecca Lloyd |
| collection | DOAJ |
| description | <h4>Background</h4>Healthcare services regularly receive patient feedback, most of which is positive. Empirical studies suggest that health services can use positive feedback to create patient benefit. Our aim was to map all available empirical evidence for how positive patient feedback creates change in healthcare settings.<h4>Methods</h4>Empirical studies in English were systematically identified through database searches (ACM Digital Library, AMED, ASSIA, CINAHL, MEDLINE and PsycINFO), forwards and backwards citation, and expert consultation. We summarise the characteristics of included studies and the feedback they consider, present a thematic synthesis of qualitative findings, and provide narrative summaries of quantitative findings.<h4>Results</h4>68 papers were included, describing research conducted across six continents, with qualitative (n = 51), quantitative (n = 10), and mixed (n = 7) methods. Only two studies were interventional. The most common settings were hospitals (n = 27) and community healthcare (n = 19). The most common recipients were nurses (n = 29). Most outcomes described were desirable. These were categorised as (a) short-term emotional change for healthcare workers (including feeling motivated and improved psychological wellbeing); (b) work-home interactional change for healthcare workers (such as improved home-life relationships); (c) work-related change for healthcare workers (such as improved performance and staff retention). Some undesirable outcomes were described, including envy when not receiving positive feedback. The impact of feedback may be moderated by characteristics of particular healthcare roles, such as night shift workers having less interaction time with patients. Some factors moderating the change created by feedback are modifiable.<h4>Conclusion</h4>Further interventional research is required to assess the effectiveness and cost-effectiveness of receiving positive feedback in creating specific forms of change such as increases in staff retention. Healthcare managers may wish to use positive feedback more regularly, and to address barriers to staff receiving feedback. |
| first_indexed | 2024-03-08T03:10:01Z |
| format | Article |
| id | doaj.art-a30541eca8294383aad810a3fe3636c4 |
| institution | Directory Open Access Journal |
| issn | 1932-6203 |
| language | English |
| last_indexed | 2024-03-08T03:10:01Z |
| publishDate | 2023-01-01 |
| publisher | Public Library of Science (PLoS) |
| record_format | Article |
| series | PLoS ONE |
| spelling | doaj.art-a30541eca8294383aad810a3fe3636c42024-02-13T05:34:39ZengPublic Library of Science (PLoS)PLoS ONE1932-62032023-01-011810e027504510.1371/journal.pone.0275045Health service improvement using positive patient feedback: Systematic scoping review.Rebecca LloydJames MunroKerry EvansAmy Gaskin-WilliamsAda HuiMark PearsonMike SladeYasuhiro KoteraGiskin DayJoanne Loughlin-RidleyClare EnstonStefan Rennick-Egglestone<h4>Background</h4>Healthcare services regularly receive patient feedback, most of which is positive. Empirical studies suggest that health services can use positive feedback to create patient benefit. Our aim was to map all available empirical evidence for how positive patient feedback creates change in healthcare settings.<h4>Methods</h4>Empirical studies in English were systematically identified through database searches (ACM Digital Library, AMED, ASSIA, CINAHL, MEDLINE and PsycINFO), forwards and backwards citation, and expert consultation. We summarise the characteristics of included studies and the feedback they consider, present a thematic synthesis of qualitative findings, and provide narrative summaries of quantitative findings.<h4>Results</h4>68 papers were included, describing research conducted across six continents, with qualitative (n = 51), quantitative (n = 10), and mixed (n = 7) methods. Only two studies were interventional. The most common settings were hospitals (n = 27) and community healthcare (n = 19). The most common recipients were nurses (n = 29). Most outcomes described were desirable. These were categorised as (a) short-term emotional change for healthcare workers (including feeling motivated and improved psychological wellbeing); (b) work-home interactional change for healthcare workers (such as improved home-life relationships); (c) work-related change for healthcare workers (such as improved performance and staff retention). Some undesirable outcomes were described, including envy when not receiving positive feedback. The impact of feedback may be moderated by characteristics of particular healthcare roles, such as night shift workers having less interaction time with patients. Some factors moderating the change created by feedback are modifiable.<h4>Conclusion</h4>Further interventional research is required to assess the effectiveness and cost-effectiveness of receiving positive feedback in creating specific forms of change such as increases in staff retention. Healthcare managers may wish to use positive feedback more regularly, and to address barriers to staff receiving feedback.https://journals.plos.org/plosone/article/file?id=10.1371/journal.pone.0275045&type=printable |
| spellingShingle | Rebecca Lloyd James Munro Kerry Evans Amy Gaskin-Williams Ada Hui Mark Pearson Mike Slade Yasuhiro Kotera Giskin Day Joanne Loughlin-Ridley Clare Enston Stefan Rennick-Egglestone Health service improvement using positive patient feedback: Systematic scoping review. PLoS ONE |
| title | Health service improvement using positive patient feedback: Systematic scoping review. |
| title_full | Health service improvement using positive patient feedback: Systematic scoping review. |
| title_fullStr | Health service improvement using positive patient feedback: Systematic scoping review. |
| title_full_unstemmed | Health service improvement using positive patient feedback: Systematic scoping review. |
| title_short | Health service improvement using positive patient feedback: Systematic scoping review. |
| title_sort | health service improvement using positive patient feedback systematic scoping review |
| url | https://journals.plos.org/plosone/article/file?id=10.1371/journal.pone.0275045&type=printable |
| work_keys_str_mv | AT rebeccalloyd healthserviceimprovementusingpositivepatientfeedbacksystematicscopingreview AT jamesmunro healthserviceimprovementusingpositivepatientfeedbacksystematicscopingreview AT kerryevans healthserviceimprovementusingpositivepatientfeedbacksystematicscopingreview AT amygaskinwilliams healthserviceimprovementusingpositivepatientfeedbacksystematicscopingreview AT adahui healthserviceimprovementusingpositivepatientfeedbacksystematicscopingreview AT markpearson healthserviceimprovementusingpositivepatientfeedbacksystematicscopingreview AT mikeslade healthserviceimprovementusingpositivepatientfeedbacksystematicscopingreview AT yasuhirokotera healthserviceimprovementusingpositivepatientfeedbacksystematicscopingreview AT giskinday healthserviceimprovementusingpositivepatientfeedbacksystematicscopingreview AT joanneloughlinridley healthserviceimprovementusingpositivepatientfeedbacksystematicscopingreview AT clareenston healthserviceimprovementusingpositivepatientfeedbacksystematicscopingreview AT stefanrennickegglestone healthserviceimprovementusingpositivepatientfeedbacksystematicscopingreview |