A study has been published in the Australian Health Review which analyses 300 patient stories with a narrative approach in an attempt to look at health care service quality from the patient's perspective. Experiencing health care service quality: through patients’ eyes by Sharon Schembri reveals that patients experience this quality in varied and complex ways. The author argues that narrative analysis can provide a more accurate and detailed picture than standard patient satisfaction surveys, providing practitioners "with strategic insight into improving the quality of service they provide outside the realm of objective satisfaction measures."
Australian Health Review 39(1) 109-116 http://dx.doi.org/10.1071/AH14079. Full text access for NSW Health staff via CIAP, or contact your health library.
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