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Usefulness of a national parent experience survey in quality improvement: views of paediatric department employees
  1. Hilde Hestad Iversen,
  2. Øyvind Andresen Bjertnæs,
  3. Gøril Groven,
  4. Geir Bukholm
  1. Norwegian Knowledge Centre for the Health Services, Oslo, Norway
  1. Correspondence to Dr Hilde Hestad Iversen, Norwegian Knowledge Centre for the Health Services, Post Box 7004 St Olavs Plass, Oslo 0130, Norway; hii{at}


Objectives This study presents results from an electronic survey among paediatric department employees, addressing employees' attitudes and use of results from a national parent experience survey carried out in 2005.

Methods Electronic questionnaire survey of employees from each of the 20 paediatric departments included in the national survey, with a response rate of 87%.

Results The employees had favourable opinions of user experience surveys, and the results from the national survey were well known among both managers and other personnel. User experience surveys were considered important, and 56% reported that they had implemented improvement actions addressing problems identified in the national survey. Managers reported more often than staff without managerial responsibility that the results had been informally discussed, and that the survey was useful for their own department. Department leaders were more positive to the usefulness of the survey than non-leaders. Significant differences in attitudes were found between physicians and other health personnel.

Conclusion Employees in the paediatric departments were positive to user experience surveys, and the surveys have a potential to be actively used in quality improvement actions. Effects of the quality improvement initiatives should be assessed in future parent experience surveys.

  • Quality improvement
  • patient satisfaction
  • electronic questionnaire
  • quality of healthcare
  • paediatrics
  • continuous quality improvement
  • healthcare quality improvement
  • patient-centred
  • quality of care

This is an open-access article distributed under the terms of the Creative Commons Attribution Non-commercial License, which permits use, distribution, and reproduction in any medium, provided the original work is properly cited, the use is non commercial and is otherwise in compliance with the license. See: and

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  • Funding Norwegian Knowledge Centre for the Health Services.

  • Competing interests None.

  • Ethics approval The Norwegian Social Science Data Services.

  • Provenance and peer review Not commissioned; externally peer reviewed.