The Patient Survey Programme: Transforming the patient experience in Irish healthcare

Open access

If the inline PDF is not rendering correctly, you can download the PDF file here.

  • Abelson J. Forest P. G. Eyles J. Casebeer A. Martin E. & Mackean G. (2007). Examining the role of context in the implementation of a deliberative public participation experiment: Results from a Canadian comparative study. Social Science & Medicine 64 2115-28.

  • Byers V. (2009). Planning in the Irish healthcare system: Legislative strategy or administrative control? Journal of Management & Marketing in Healthcare 2 15-27.

  • Byers V. (2015) The challenges of leading change in health-care delivery from the front-line. Journal of Nursing Management. Advance online publication. doi:

    • Crossref
    • Export Citation
  • Coulter A. Locock L. Ziebland S. & Calabrese J. (2014). Collecting data on patient experience is not enough: They must be used to improve care. British Medical Journal 348 g2225.

  • Darker C. D. (2014). Hospital governance in Ireland - The dilemma of diversity. Administration 62 (1) 5-28.

  • Department of Health. (2012). Future health. A strategic framework for reform of the health services 2012-2015. Dublin: Department of Health.

  • Department of Health. (2013). The path to universal healthcare: preliminary paper on Universal Health Insurance. Dublin: Department of Health.

  • Department of Health. (2014). The path to universal healthcare: White paper on Universal Health Insurance. Dublin: Department of Health.

  • Department of Health. (2015) Varadkar announces major package of patient safety reforms [press release]. Retrieved from [7 July 2016].

  • Department of Health. (2016) Department of Health statement of strategy 2016-2019. Retrieved from [17 January 2017].

  • Devarkan S. (2014) International healthcare accreditation: An analysis of clinical quality and patient experience in the UAE. Unpublished PhD Thesis Edinburgh Business School Heriot-Watt University.

  • Elliott M. N. Zaslavsky A. M. Goldstein E. Lehrman W. Hambarsoomians K. Beckett M. K. & Giordano L. (2009). Effects of survey mode patient mix and nonresponse on CAHPS hospital survey scores. Health Services Research 44 (2) 501-18.

  • Fenton J. J. Jerant A. F. Bertakis K. D. & Franks P. (2012). The cost of satisfaction: A national study of patient satisfaction health care utilization expenditures and mortality. Archives of Internal Medicine 172 (5) 405-11.

  • Francis R. (2013). Report of the Mid-Staffordshire NHS Foundation Trust Public Enquiry. London: Stationery Office.

  • Garrison M. & Wolf J. A. (2016). The role of the volunteer in improving patient experience. White Paper. Dallas TX: Beryl Institute.

  • Greaves F. Pape U. J. King D. Darzi A. Majeed A. Wachter R. M. & Millett C. (2012). Associations between internet-based patient ratings and conventional surveys of patient experience in the English NHS: An observational study. BMJ Quality & Safety 21 (7) 600-5.

  • Halligan A. (2013). The Francis report: What you permit you promote. Journal of the Royal Society of Medicine 106 116-17.

  • Health Information and Quality Authority. (2013) Investigation into the safety quality and standards of services provided by the Health Service Executive to patients including pregnant women at risk of clinical deterioration including those provided in University Hospital Galway and as reflected in the care and treatment provided to Savita Halappanavar. Dublin: Health Information and Quality Authority.

  • Health Information and Quality Authority. (2015) Report of the investigation into the safety quality and standards of services provided by the Health Service Executive to patients in the Midland Regional Hospital Portlaoise. Dublin: Health Information and Quality Authority.

  • Health Information and Quality Authority. (2016). Quality and safety. Retrieved from [10 July 2016].

  • Health Service Executive. (2008). National strategy for service user involvement in the health service 2008-2013. Dublin: Health Service Executive.

  • Health Service Executive. (2016). National service plan 2017. Dublin: Health Service Executive.

  • Jenkinson C. Coulter A. & Bruster S. (2002). The Picker Patient Experience Questionnaire: Development and validation using data from in-patient surveys in five countries. International Journal for Quality in Health Care 14 (5) 353-8.

  • Jenkinson C. E. Dickens A. P. Jones K. Thompson-Coon J. Taylor R. S. Rogers M. & Richards S. H. (2013). Is volunteering a public health intervention? A systematic review and meta-analysis of the health and survival of volunteers. BMC Public Health 13 (1) 773.

  • Lally J. Byrne F. McGuire E. & McDonald C. (2013). Patient satisfaction with psychiatric outpatient care in a university hospital setting. Irish Journal of Psychological Medicine 30 (4) 271-7.

  • Locock L. Robert G. Boaz A. Vougioukalou S. Shuldham C. Fielden J. Ziebland S. Gager M. Tollyfield R. & Pearcey J. (2014). Testing accelerated experience-based co-design: A qualitative study of using a national archive of patient experience narrative interviews to promote rapid patient-centred service improvement. Health Service Delivery Research 2 (4).

  • Manary M. P. Boulding W. Staelin R. & Glickman S. W. (2013). The patient experience and health outcomes. New England Journal of Medicine 368 (3) 201-3.

  • Mundle C. Naylor C. & Buck D. (2012). Volunteering in health and care in England. A summary of key literature. London: The King’s Fund.

  • Munoz S. (2013). Co-producing care services in rural areas. Journal of Integrated Care 21 276-87.

  • National Institute of Health Research. (2013) Commissioning brief 13/07 - After Francis: Research to strengthen organisational capacity to deliver compassionate care in the NHS. Retrieved from [8 June 2016].

  • National Institute of Health Research. (2015) Detailed project description Locock 14/156/04: Understanding how frontline staff use patient experience data for service improvement - An exploratory case study evaluation and national survey. Retrieved from [8 June 2016].

  • Nickel S. Trojan A.. & Kofahi C. (2012). Increasing patient centredness in outpatient care through closer collaboration with patient groups? An exploratory study on the views of health care professionals working in quality management for office based physicians in Germany. Health Policy 107 249-57.

  • O’Reilly E. (2010). Adverse events in the Irish healthcare system. Retrieved from [8 July 2016].

  • Patient Experience Survey. (2017). National Patient Experience Survey Programme. Retrieved from [9 November 2017].

  • Paylor J. (2011). Volunteering and health: Evidence of impact and implication for policy and practice: A literature review. London: Institute for Volunteering Research.

  • Picker Institute Europe. (2016). Picker Institute Europe: About us. Retrieved from [3 March 2016].

  • Rathert C. Vogus T. J. & McClelland L. (2016). Re-humanizing health care: Facilitating ‘caring’ for patient-centered care. In E. Ferlie K. Montgomery & A. R. Pedersen The Oxford handbook of health care management. Oxford: Oxford University Press.

  • Robert G. Cornwell J. Locock L. Purushotham A. Sturmey G. & Gager M. (2015). Patients and staff as codesigners of healthcare services. British Medical Journal 350 g7714.

  • Salisbury C. Wallace M. & Montgomery A. (2010). Patient experience and satisfaction in primary care: Secondary analysis using multilevel modelling. British Medical Journal 341 c5004.

  • Swinglehurst D. Emmerich N. Maybin J. Park S. & Quilligan S. (2015). Confronting the quality paradox: Towards new characterisations of ‘quality’ in contemporary healthcare. BMC Health Services Research 15 240. doi:

    • Crossref
    • Export Citation
  • Tallaght Hospital. (2016). Tallaght Hospital patient survey programme. Retrieved from [29 July 2016].

  • Tallaght Hospital. (2017). Mission statement. Retrieved from [17 January 2017].

  • Thayer J. (2016) Enhancing the patient experience through volunteer services. Presentation at the South-eastern Healthcare Volunteer Leaders Conference 2016. Retrieved from [7 July 2016].

  • Wong E. L. Y. Coulter A. Cheung A. W. L. Yam C. H. K. Yeoh E. K. & Griffiths S. M. (2012). Patient experiences with public hospital care: First benchmark survey in Hong Kong. Hong Kong Medical Journal 18 371-80.

  • Wong E. L. Coulter A. Hewitson P. Cheung A. W. Yam C. H. Fai Lui S. Tam W. W. & Yeoh E. K. (2015). Patient experience and satisfaction with inpatient service: Development of short form survey instrument measuring the core aspect of inpatient experience. PloS One 10 (4) e0122299.

Journal information
Cited By
All Time Past Year Past 30 Days
Abstract Views 0 0 0
Full Text Views 316 175 3
PDF Downloads 147 97 2