Table 4 Summary of included grey articles (n = 11)
Author/ organisation | Publication type | Year | Country | Key points | Evaluative data | Link | |
|---|---|---|---|---|---|---|---|
1. | Australian Commission for Safety and Quality in Health Care | Review (“Patient experience and satisfaction surveys conducted within public and private hospitals in Australia”) | 2012 | Australia | • Available in multiple languages and formats (using pictures/symbols) • In the Northern Territory hospital survey, meaningful pictures and symbols were incorporated within surveys • In Victoria, the surveys were available in English and 16 community languages | None | |
2. | New South Wales Health Agency for Clinical Innovation | Information sheet (“Patient and staff experience – Patient Experience Trackers”) | n.d | Australia | • Online method of data collection • The experience tracker is a fast and effective way to collect patient feedback • Patients who are cognitively impaired or not able to answer the questions may have their identified carer complete the survey | None | https://aci.health.nsw.gov.au/__data/assets/pdf_file/0005/235265/F-CLD-PETS.pdf |
3. | New South Wales Health Agency for Clinical Innovation | Online resources (“Patient Reported Measures: resources for clinicians and patients”) | 2017 | Australia | • Available in multiple languages • Fact sheet on providing feedback via the patient reported measures was available in different languages | None | https://aci.health.nsw.gov.au/statewide-programs/prms/resources |
4. | Clinical Excellence Queensland | Statewide report (2019) (“Your Experience of Service”) | 2020 | Australia | • Multiple languages and multiple formats of delivery • The YES survey is available for completion in paper form in 24 languages, and on tablet devices | YES Experience report (2019): n = 20,429 service episodes 3,474 surveys were completed and returned for analysis | https://clinicalexcellence.qld.gov.au/priority-areas/patient-experience/your-experience-service-yes |
5. | Health Quality & Safety Commission | Report (“Measuring culturally safe care through the patient experience surveys”) | 2021 | New Zealand | • A special set of cultural safety questions were designed for the CALD population that were included in the patient experience survey | None | |
6. | Health Quality & Safety Commission | Report (“Development of patient experience indicators for New Zealand”) | 2013 | New Zealand | • Multiple methods of collecting patient experience • Patient surveys can be distributed in multiple languages | None | |
7. | Ministry of Health | Report (“Patient Experience (2011/12): Key findings of the New Zealand Health Survey”) | 2011 | New Zealand | Survey collected demographic information and Interviews are conducted using computer-assisted personal interviews (CAPI) (see page 51–51). Sampling strategy to allow surveys to be completed by culturally diverse ethnic groups | n = 12,596 adults completed the survey n = 4,558 children’s primary caregivers completed the survey | |
8. | National Health Service (including NHS England, NHS Scotland and NHS Wales) | Website (“Friends and Family Test (FFT)”) | 2020 | United Kingdom | • Multiple languages offered for the patient experience survey (NHS England» Making the Friends and Family Test inclusive) • Video with easy-to-follow animations to encourage patient participation in the patient experience surveys • An information video using sign language | None | https://www.nhs.uk/using-the-nhs/about-the-nhs/friends-and-family-test-fft/ |
9. | National Health Service (including NHS England, NHS Scotland and NHS Wales) | Website (“National Patient and Staff Surveys”) | n.d | United Kingdom | • All surveys had a question asking about the patient race/ethnicity. (GP Patient Survey – Faq (gp-patient.co.uk)) No other specific detail enquired | None | https://www.england.nhs.uk/statistics/statistical-work-areas/patient-surveys/ |
10. | The Kings Fund | Report (“Ethnic Diversity and Mental Health in London: recent developments”) | 2003 | United Kingdom | • Clearly outlining the need to collect culturally relevant data • No specific questions outlined | None | |
11. | The Beryl Institute | Video (“Equity, Bias and Human Experience”) | n.d | USA | • Staff training video specifically designed to improve patient experience in relation to equity and bias | None |