Service user involvement is now further recognised as one of the central elements of quality within the ‘Framework for Integrated Quality, Safety and Risk Management’ (HSE 2009). Building on the National Strategy for Service User Involvement, the Framework requires healthcare organisations to involve patients/service users and the public/communities in the planning, development, delivery and evaluation of health services.

This has triggered strong interest in understanding the best ways in which to measure patients experience amongst health care professionals. Patient experience can cover a very wide range of aspects of the organisation and delivery of patient care.  This leaves those who are responsible for establishing local measures facing many questions.  Where do we start? With what experiences, which patients, and which questions?  How will we know we are measuring the right things? 

The following national and international Guides, Publications and Websites, however, may be of assistance to those responsible for and interested in measuring patients experiences.

• Measurement of patient satisfaction: Guidelines. Health Strategy Implementation Project 2003
• INSIGHT 07: Health and Social Services in Ireland – a survey of consumer satisfaction
• Using patient feedback: a practical toolkit
• Understanding what matters: A guide to using patients feedback to transform services
• Improving patient experience factsheets
• Core domains for measuring inpatients experience of care

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