Using Patient Experience Data With IMPACT: A Framework for Healthcare Improvement

Corey Adams, Australian Institute of Health Innovation, Macquarie University, Sydney, AustraliaFollow
Ramesh Walpola, School of Health Sciences, University of New South Wales, Sydney, AustraliaFollow
Reema Harrison, Australian Institute of Health Innovation, Macquarie University, Sydney, AustraliaFollow

ORCID

Corey Adams: https://orcid.org/0000-0001-9263-8658

Abstract

Background: Despite major investment in patient experience measurement, healthcare organizations often struggle to translate patient feedback into lasting improvements. Existing knowledge translation frameworks provide useful concepts, but often lack the practical detail or contextual relevance needed to improve patient experiences. Objective: To develop and present the IMPACT Framework, an evidence-informed approach designed to bridge the gap between patient experience measurement and meaningful improvement in healthcare. Methods: This framework was informed by a systematic review of patient experience measurement and analysis of barriers to feedback use. Findings from contemporary patient experience research were combined with key principles of knowledge translation, change management, innovation, and service design. Results: The IMPACT Framework consists of six iterative phases: Identify (review and analysis of patient experience data), Measure (co-design of solutions), Partner (collaborative solution development), Action (adaptive implementation), Check (evaluation), and Transform (scaling and sustainability). Each phase provides clear guidance while allowing flexibility for use across diverse healthcare contexts. Conclusion: IMPACT offers healthcare organizations a practical guide for embedding patient feedback into continuous quality improvement. By positioning patients, families, and staff as partners in improvement, the IMPACT framework reframes patient experience measurement from a compliance exercise into a driver of person-centred care.

Recommended Citation

Adams C, Walpola R, Harrison R. Using Patient Experience Data With IMPACT: A Framework for Healthcare Improvement. Patient Experience Journal. 2025; 12(3):142-151. doi: 10.35680/2372-0247.2059.