Exploring the patient journey: a collaborative approach to patient-centred improvement in healthcare.

摘要: Despite widespread endeavours over many years, patient-centred care continues to evade some areas of healthcare. This can be clearly evidenced by regular reporting sub-standard and the findings national patient experience surveys which repeatedly highlight a number common contributory factors. Amongst these include predominant culture secrecy blame rather than openness support; failure listen respond staff or issues; workloads time constraints; fragmented teamwork; an overriding focus on targets people; in addition varying perceptions interpretations of, expectations priorities for (PCC). These occur between patients, staff, educationalists, policy-makers, healthcare managers public. factors, are further reinforced this study’s review empirical studies care, strongly indicate that new approaches improvement, involve service providers as well users, called for. Addressing call was interest study. Action research selected because promotes collaborative democratic approach research-based organisational, social cultural change improvement. In study, also underpinned philosophy action combined with Patient Journey. is and, or, practice development process developed tested Campbell et al (2004) at City Hospitals Sunderland NHS Trust. By combining Journey (PJ) processes, enabled generic potential effectiveness concurrently investigated established will explained. Through efforts participating 25 member Vascular project team, data gathered during through team discussions, mapping interviews 17 users. 75 issues were identified using inductive thematic analysis; 34 emerged from 35 provider data, six jointly both datasets. provided powerful catalysts points learning empowered their involvement process, used evidence-base change, discussions thesis demonstrate. They illustrate why more should done multidisciplinary teams users