Johnston, Alan ORCID: https://orcid.org/0000-0003-4796-466X, Cock, Steven ORCID: https://orcid.org/0000-0002-9355-8358, Walsh, Susan ORCID: https://orcid.org/0000-0002-2564-0608 and Mathew, Ruby Christine ORCID: https://orcid.org/0000-0002-3284-3577 (2024) Good Experience Project: Research and Evaluation to Inform the Development of a Communication Charter - Stage One Report: Literature Review and Analysis of Preliminary Data. Project Report. York St John University.

Preview

Text ICB Report 1.pdf - Published Version Download (1MB) | Preview

Abstract

This report provides an outline and update of the current progress and state of the Good Experience Project being undertaken by York St John University on behalf and in partnership with the Integrated Care Board (ICB) for Humber and North Yorkshire. The report provides a brief literature review outlining aspects of good practice, facilitators and barriers to communication and how this links to healthcare serviceprovision. Workshop data that had previously been collected by the ICB is then analysed through use of NVivo 12 software to manage and categorise data. Key findings include the need when communicating with staff and patients for: (a) clarity and accessibility of information; (b) use of plain language; (c) engagement and inter-personal relations. Fundamentally, the findings bring together the notions of service quality and user satisfaction. The report concludes with the next steps being undertaken as part
of the project.

Item Type:	Monograph (Project Report)
Status:	Published
Subjects:	H Social Sciences > H Social Sciences (General)
School/Department:	York Business School
Institutes:	Institute for Health and Care Improvement
URI:	https://ray.yorksj.ac.uk/id/eprint/11096

University Staff: Request a correction | RaY Editors: Update this record