Evaluating the use of key performance indicators to evidence the patient experience

Tanya McCance, Jack Hastings, Hilda Dowler

Research output: Contribution to journalArticlepeer-review

16 Citations (Scopus)


Aims and objectivesTo test eight person-centred key performance indicators and the feasibility of an appropriate measurement framework as an approach to evidencing the patient experience.BackgroundThe value of measuring the quality of patient care is undisputed in the international literature, however, the type of measures that can be used to generate data that is meaningful for practice continues to be debated. This paper offers a different perspective to the ‘measurement’ of the nursing and midwifery contribution to the patient experience.DesignFourth generation evaluation was the methodological approach used to evaluate the implementation of the key performance indicators and measurement framework across three participating organisations involving nine practice settings.MethodsData were collected by repeated use of claims, concerns and issues with staff working across nine participating sites (n = 18) and the senior executives from the three partner organisations (n = 12). Data were collected during the facilitated sessions with stakeholders and analysed in conjunction with the data generated from the measurement framework.ResultsThe data reveal the inherent value placed on the evidence generated from the implementation of the key performance indicators as reflected in the following themes: measuring what matters; evidencing the patient experience; engaging staff; a focus for improving practice; and articulating and demonstrating the positive contribution of nursing and midwifery.ConclusionsThe implementation of the key performance indicators and the measurement framework has been effective in generating evidence that demonstrates the patient experience. The nature of the data generated not only privileges the patient voice but also offers feedback to nurses and midwives that can inform the development of person-centred cultures.Relevance to clinical practiceThe use of these indicators will produce evidence of patient experience that can be used by nurse and midwives to celebrate and further inform person-centred practice.
Original languageEnglish
Pages (from-to)3084-3094
JournalJournal of Clinical Nursing
Issue number21-22
Publication statusPublished (in print/issue) - 12 Oct 2015


  • metrics
  • midwifery
  • nursing
  • patient experience
  • person-centredness
  • quality care


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