This NIHR Health Services and Delivery Research programme project aims to get a better understanding of how NHS frontline staff use different types of patient feedback to improve health services and develop tools to help them make better use of this data. It is based on 6 case studies in general medical wards in the NHS in England, combining ethnographic methods with a survey of patient experience. Wards are encouraged to design and implement quality improvement projects based on patient experience data, and are supported through learning community meetings. A toolkit for the NHS on how frontline NHS teams can best be supported to use different types of patient experience data will be produced in partnership with the Point of Care Foundation.


Louise Locock (Principal Investigator):




Montgomery, C, Parkin, S, Chisholm, A & Locock, L 2020, ''Team capital’ in quality improvement teams: findings from an ethnographic study of front-line quality improvement in the NHS', BMJ Open Quality, vol. 9, no. 2, e000948. [Online] DOI:

Locock, L, Montgomery, CM, Parkin, S, Chisholm, A, Bostock, J, Dopson, S, Gager, M, Gibbons, E, Graham, C, King, J, Martin, A, Powell, J & Ziebland, S 2020, 'How do frontline staff use patient experience data for service improvement? Findings from an ethnographic case study evaluation', Journal of Health Services Research & Policy. [Online] DOI:

Locock, L, Parkin, S, Montgomery, C & Chisholm, A 2020, 'Team resources for quality improvement in the NHS: improving patient experience at the frontline', Nursing Times. 

Locock, L, Graham, C, King, J, Parkin, S, Chisholm, A, Montgomery, C, Gibbons, E, Ainley, E, Bostock, J, Gager, M, Churchill, N, Dopson, S, Greenhalgh, T, Martin, A, Powell, J, Sizmur, S & Ziebland, S 2020, 'Understanding how front-line staff use patient experience data for service improvement: an exploratory case study evaluation', Health Services and Delivery Research, vol. 8, no. 13. [Online] DOI: 

Montgomery, C, Chisholm, A & Locock, L 2020, 'Wild data: how front‐line hospital staff make sense of patients’ experiences', Sociology of Health & Illness. [Online] DOI:

Coulter, A., Locock, L., Ziebland, S. & Calabrese, J. (2014). 'Collecting data on patient experience is not enough: they must be used to improve care'. BMJ (Clinical research ed.), vol 348, g2225, pp. 1-4.