Case Study: Understanding the Patient Journey

Ipsos MORI was commissioned to help a large Acute Foundation Trust understand patients’ perceptions of their experiences, following the results of the national patient survey. A qualitative approach was used to allow for a more in-depth exploration of patients’ views – with the patient leading the interview to cover the areas of importance to them. Twenty depth interviews were conducted with patients, five in Turkish.

The report particularly focused on cultural and language differences and made a number of recommendations to help the Trust improve the patient experience. It highlighted the importance of the emotional content of the patient journey, particularly the fears and anxieties experienced by patients. These were generally dealt with well by staff but non-English speaking patients faced particular challenges, with interpreters unavailable at critical points where fears were greatest.

The research has resulted in a number of changes including a redesign of the interpreting service so that it better meets the needs of its users.