The qualities of data
How nurses and their managers act on patient feedback in an English hospital
Bibliographic Data
| ID | 19005649 |
|---|---|
| Authors | A Desai (0000-0003-2234-2872, King's College London, corresponding author), Giulia Zoccatelli (0000-0001-9292-5155, King's College London), Sara Donetto (0000-0001-5049-3489, King's College London), Glenn Robert (0000-0001-8781-6675, King's College London), Davina Allen (0000-0002-6729-7502, Cardiff University), Anne Marie Rafferty (0000-0003-1010-6581, King's College London), Sally Brearley (0000-0001-7918-7485, King's College London) |
| Year | 2023 |
| Volume | 12 |
| Issue | 2 |
| Pages | 194-208 |
| Publication date | 2023-06-13 |
| Peer Reviewed | Yes |
| Open Access | Yes |
| Type | ARTICLE |
| Venue | Journal of Organizational Ethnography (JOURNAL) |
| Journal identifiers | ISSN: 2046-6749 • E-ISSN: 2046-6757 |
| Publisher | Emerald Publishing Limited (PUBLISHER • GB) |
| DOI | 10.1108/joe-06-2022-0014 |
| OpenAlex | W4380433947 |
| Language | EN |
| References cited | 33 |
Purpose To investigate ethnographically how patient experience data, as a named category in healthcare organisations, is actively “made” through the co-creative interactions of data, people and meanings in English hospitals. Design/methodology/approach The authors draw on fieldnotes, interview recordings and transcripts produced from 13 months (2016–2017) of ethnographic research on patient experience data work at five acute English National Health Service (NHS) hospitals, including observation, chats, semi-structured interviews and documentary analysis. Research sites were selected based on performance in a national Adult Inpatient Survey, location, size, willingness to participate and research burden. Using an analytical approach inspired by actor–network theory (ANT), the authors examine how data acquired meanings and were made to act by clinical and administrative staff during a type of meeting called a “learning session” at one of the hospital study sites. Findings The authors found that the processes of systematisation in healthcare organisations to act on patient feedback to improve to the quality of care, and involving frontline healthcare staff and their senior managers, produced shifting understandings of what counts as “data” and how to make changes in response to it. Their interactions produced multiple definitions of “experience”, “data” and “improvement” which came to co-exist in the same systematised encounter. Originality/value The article's distinctive contribution is to analyse how patient experience data gain particular attributes. It suggests that healthcare organisations and researchers should recognise that acting on data in standardised ways will constantly create new definitions and possibilities of such data, escaping organisational and scholarly attempts at mastery
Creativity · Custodians · Ethnography · Fieldnotes · Health care · Originality · Political science · Public relations · Sociology · Computer Science · Data Analysis and Archiving · Medicine · Mental Health and Patient Involvement · Nursing · Psychology · Qualitative Research Methods and Ethics · Social Psychology
Understanding and Using Health Experiences
Infrastructures and Social Complexity
The Seductions of Quantification
Collecting data on patient experience is not enough
The Transformation of Contemporary Health Care
Reassembling the Social
Posthumanist Performativity
The final arbiter of everything”
Standardization in Action
Fugitive and codified knowledge
The Patient Feedback Response Framework – Understanding why UK hospital staff find it difficult to make improvements based on patient feedback
The sociomateriality of organisational life
Experience in action
Beyond metrics? Utilizing 'soft intelligence' for healthcare quality and safety
The Body Multiple
Patient experience data as enacted
Wild data
| Citation velocity | historical |
|---|---|
| Highly cited | No |