Capturing Patient & Carer Experience
ACI's Patient Experience and Consumer Engagement
Partnering with Consumers -HNE
Partnering with Consumers Tip Sheets and Self Assessment Tool
Safety & Quality Improvement Guide
A Framework for Partnering with Patients & the Community
The following resources outlines and supports a simple, practical method for collecting and analysing patient and carer stories. Essentially, the method involves holding discussions with a number of patients and carers and drawing out the most positive and negative aspects of their experience.
Define target population
Decide how many to talk to
Invite them to take partake
Collecting Patient & Carer Stories: A Guide for Frontline Health Service Staff who wish to Understand and Improve Patient and Carer Experience
Invitation Letter Template
Participants Information Sheet Template
Participants Consent Form Template
Where to hold the discussion
Who should attend
How long it will take
Checklist to facilitate the discussion
Skilful listening and questioning
What patients/carers value
Ending the discussion
How and where to record patient and carer insights
How to present qualitative insights
Compare with other data sources -
- Patient survey
- Complaints & compliments/IIMS
- Tagalong/ observations
Target the most significant problems (as shown by data)
Use insights to design solutions
Who else needs to know/act?
Discuss your solutions with patients and carers
These process and resources to capture patient and carer stories have been approved by the Hunter New England Human Research Ethics Committee, Reference 16/07/20/5.02.
To capture the patient & carer stories for your project you will be required to complete an Application for Variation form. Once you have completed this form, email a word & pdf versions including any attachments to HNELHD-HREC@hnehealth.nsw.gov.au.