Adapting to changing healthcare landscapes: international trends and practices in inpatient experience surveys

BACKGROUND: The National Inpatient Experience Survey was first implemented in Ireland in 2017. After five iterations, an international review was conducted to identify current practices and trends in inpatient surveys in other jurisdictions, as part of a broader review to ensure the survey remains fit for purpose and responsive to the needs of stakeholders. METHODS: Nine surveys were included in the review, based on a desktop search of jurisdictions that had implemented new, or revised existing, inpatient experience surveys. Documentary analysis of relevant reports and other sources from included jurisdictions was undertaken, in addition to detailed discussions with key personnel from organisations in these jurisdictions. RESULTS: All included surveys have been subject to a review process or are currently undergoing a review. Most jurisdictions are seeking to reduce or eliminate reliance on postal surveys due to increasing postal costs, the burden of data entry and transcription of qualitative responses, and are moving towards the use of online or digital modes of administration. Trends toward more frequent administration and shorter surveys were also noted. More frequent data collection is useful for quality improvement within hospital settings, as it aids in the attribution of results to current, rather than historic, healthcare practices. Shorter surveys may increase response rates. Various attempts to increase participation of hard-to-reach groups have been made, including targeted surveys for particular minority groups, translation of surveys, and ‘easy-read’ options. CONCLUSIONS: The findings indicate the importance and relevance of patient experience surveys to the wide range of stakeholders in each jurisdiction. Reviewing survey methods and methodologies is essential in responding to new priorities, changes to the healthcare landscape including modes of healthcare delivery and policies, public expectations, and to exploit advances in technology.