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Enriching the Value of Patient Experience Feedback: Web-Based Dashboard Development Using Co-design and Heuristic
Mustafa Khanbhai1, Joshua Symons1, Kelsey Flott1
1Patient Safety Translational Research Centre, Imperial College London, National Institute for Health Research/Institute of Global Health Innovation, London, United Kingdom.
JMIR Human Factors
|February 3, 2022
Summary
Developing a patient experience dashboard using co-design and usability testing effectively visualizes Friends and Family Test data. This approach transforms patient feedback into actionable insights for improving healthcare delivery and patient-centered care.
Area of Science:
- Health Informatics
- Data Visualization
- Patient Experience Research
Background:
- Healthcare organizations possess vast patient experience data, often underutilized for timely care improvements.
- Dashboards offer a potential solution by visualizing key patient feedback for practical application.
Purpose of the Study:
- To develop a patient experience dashboard focused on Friends and Family Test (FFT) reporting.
- To align with national policy initiatives driving the use of patient feedback.
Main Methods:
- A two-stage approach: participatory co-design with 20 participants and iterative testing.
- Analysis of free-text FFT data for themes and sentiments to populate the dashboard.
- Heuristic and usability testing to refine the dashboard and assess user satisfaction (System Usability Scale).
Main Results:
- Co-design process defined dashboard requirements, favoring bubble chart visualizations.
- Heuristic evaluation indicated high usability, with most scores showing no or minor issues (90% no usability problems).
- The System Usability Scale score averaged 89.7, signifying excellent usability.
Conclusions:
- Data visualization is crucial for translating patient experience data into care improvements.
- The developed dashboard effectively presents large FFT datasets thematically and visually, preserving nuances and allowing free-text exploration.
- This study provides guidance for designing effective patient experience dashboards that support patient-centered care.
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