Table 4

Staff-reported experience measures

NameOptionsText used in surveyAliasWords
Care provided
Service providedExcellent–poorWhat do you think about the service we provide?StaffHowRwe20 (4.2)Service experience (staff) asks how staff perceives the service their team provides. Adapted from the howRwe experience measure.20
 We are kindTreat people kindlyStaffKind
 We listen/explainListen and explainStaffTalk
 We are promptSee people promptlyStaffPrompt
 Well organisedWell organisedStaffOrganised
Service integrationStrongly agree–disagreeHow do you work with other services?IntegratStaff35 (2.9)Service integration (staff) asks how staff perceive collaboration with other services. Staff perceptions often differ from those of patients.
 Services talk togetherServices talk to each otherTalkStaff
 Service knowledgeWe know what other services doAwareStaff
 Care planningWe consider other services when planning careCarePlanning
 Part of teamWe feel part of the overall care teamPartOfTeam
PatientconfidenceStrongly agree–disagreeHow confident are patients in caring for their health?PatHCS38 (2.9)Patient confidence asks how staff perceive patients’ health confidence as a population. If staff report on individuals, they should use HCS as a proxy.24
 Patient knowledgeThey know enough about their healthPatKnowledge
 Self-managementThey can look after their healthPatSelfMan
 Patient accessThey can get the help they needPatGetHelp
 Shared decisionsThey are involved in decisions about themselvesPatSDM
Provider culture
Staff relationshipsStrongly agree–disagreeThinking about colleagues in other servicesStaffRelns21 (2.9)Staff relationships impact on how well different groups of people work together for a common good, as explored by Gittell’s work on relational coordination.69
 We know each otherWe know each otherKnowOthers
 Rely on each otherWe rely on each otherRely
 Share informationWe share informationShareData
 Help each otherWe help each otherHelpOthers
Shared decisionsStrongly agree–disagreeThinking about your patients’ choicesStaffSDM26 (3.7)Shared decisions (staff) address staff perceptions of shared decision-making in general, as opposed to that for individual patients.53
 Patients know benefitsThey know the possible benefitsBenefitStaff
 Patients know risksThey know the possible downsideDownsideStaff
 Patients know choicesThey know that they have choicesChoicesStaff
 Fully involvedThey are fully involvedInvolvementStaff
PatientsafetyStrongly agree–disagreeThinking about patient safetyPatSafety25 (3.3)Patient safety focuses on clinical aspects of safety including adverse events and cultural attitudes towards safety and learning from incidents.70
 Adverse eventsAdverse events are rareAdverseEvents
 Systems are safeOur systems are safeSafeSystems
 Open about errorsWe are open if things go wrongHonest
 Learn from mistakesWe learn from our mistakesLearnMistakes
Staff safetyStrongly agree–disagreeThinking about your own safetyStaffSafety25 (1.7)Staff safety. Staff need to feel safe from being attacked by patients or bullied by managers within the organisation and outside.71
 Safe at workI feel safe at workSafeAtWork
 Respected at workI feel respected at workWorkRespect
 Safe outsideI feel safe outside workStaffSafeOut
 Respected outsideI feel respected outside workStaffRespectOut
PrivacyStrongly agree–disagreeThinking about how we use patient dataPrivacy37 (4.5)Privacy covers patients and staff perceptions of information governance including data protection, data sharing, subject access and satisfaction.63
 Data are safePatient data kept safe and secureSecureData
 Shared as neededPatient data only shared as neededShareData
 Patients check dataPatients can see and check their dataCheckData
 Happy about data useI am happy about how patient data usedDataSatis
IT capabilityStrongly agree–disagreeUsing information technology (IT) at work.ITC31 (4.7)Staff IT capability assesses how staff feel about using IT at work, in terms of confidence, learning, getting help and solving problems.
 IT confidenceI feel confident using ITITconfidence
 Learning appsI enjoy learning new applicationsLearnApps
 Can get helpI can get help if I am stuckCanGetHelp
 Solve IT problemsI can solve most problems if stuckSolveITproblems
Product confidenceStrongly agree–disagreeHow do you feel about this product?PCS25 (4.7)Product confidence covers staff understanding of and confidence to use a specific innovation, application or product.
 Frequent userI use it frequentlyProductUse
 Confident userI feel confident using itSelfAssured
 Know benefitsI know the potential benefitsPositives
 Know problemsI know potential problemsNegatives
User satisfactionStrongly agree–disagreeWhat do you think of this product?UX33 (0.5)User satisfaction focuses on people’s perception of how much an innovation is useful and easy to use, availability of help and overall satisfaction.
 Helps meIt helps me do what I wantHelpsMe
 Easy to useIt is easy to useEasyToUse
 Can get helpI can get help if I need itSupport
 Product satisfactionI am satisfied with this productProdSatis
Innovation readinessStrongly agree–disagreeNew ideas at workInnovativeness28 (4.3)Innovation readiness (staff) covers where people and organisations fall on the innovativeness spectrum.
 New ideas neededNew ideas are needed in my fieldOpen
 Keep up to dateI keep up with new ideasInformed
 We back new ideasMy organisation supports new ideasReceptive
 We make ideas workMy organisation makes new ideas workCapable
InnovationprocessStrongly agree–disagreeThinking about this projectNPT35 (2.3)Innovation process is based on Normalisation Process Theory (NPT) in terms of how well innovations are implemented.72
 Vision is followedThe original vision is being followedVision
 Plan to make it workWe all thought about how to make it workPlanning
 We work togetherWe all act to make it workCollaboration
 ReflectionWe all think about how to keep it goingReflection
  • HCS, Health Confidence Score.