This project aims to help healthcare service providers to better manage their service delivery to patients.
  • DatesMarch 2016 - May 2018
  • SponsorThe Marketing Trust
  • Funded£7,852
  • PartnersCranfield University, University of Surrey, Kingston University


With the background of increasing national debate and growing concerns around patient safety and experiences with the national health service, this project explores the types of health service failures frequently incurred by patients and how patients cope with unsatisfactory health experiences with the aim to help health service providers to ensure more effective patient experience management.

Progress update

Data from our study creates a deeper understanding of the causes of health service failures and the consequences on patients going through such encounters.

From our qualitative research, we identified broken processes, out-of-date or inexistent infrastructure to support processes, and poorly trained staff as the major causes of health service failures. Data from focus groups also reveal that patients are generally proactive at coping with health service failures, and they attempt remedial actions, especially when suffering from serious illnesses. Interestingly, the use of social media sites helps patients seek emotional comfort and encourages problem-solving. Social comparisons with others who are worse off are frequent psychological processes patients undergo to reduce stress associated with health service failures.

Our next stage entails experimental research looking at the impact of healthcare service providers’ interventions on affected patients. The aim would be to inform policy and health service providers on how to manage failed service processes effectively.

Further information

Visit the project Website