Collecting patient experience stories: guidance from East Lancashire
In 2014, we developed a set of guidelines to help staff understand the purpose of collecting patient stories and to provide a basic process for them to follow [available to download below]. Staff are responsible for:
- identifying a patient, carer or family member who might like to share their story
- explaining the purpose of a patient experience interview
- collecting contact details of those who are happy to have a longer form interview about their experiences.
The patient experience team have organised patient experience training for staff, inviting the experience and engagement lead from the Advancing Quality Alliance (AQuA) to lead this training. In addition, we are happy for staff to shadow us to see how it’s done. From there, the member of staff can begin to conduct their own experience interviews with patients with our support.
The needs of an individual have always been paramount when collecting patient experience stories. Some people prefer to come to hospital to tell us their story; others feel more comfortable knowing they can stay at home. We consider what is best for that person at that time. As David Whyte writes in his blog, ‘care for patients does not end on the day they leave hospital’. It is important to give people the time to reflect on their healthcare journey in order to understand what happened to them and if any improvements can be made.
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