Service Evaluation
Service evaluations are a type of project used to assess how effectively a service is working as well as gathering ideas for future improvements. Unlike clinical research, the purpose of a service evaluation is not to test a new unknown treatment but to understand, describe, and improve existing treatments and services. It is about learning and understanding the impact of work that we do.
In simple terms, Service Evaluation asks the question:
“How well is this service working for the people who use it?”
Understanding what's happening in a service
Types of Service Evaluation may include looking at a new service or comparing services. Also, they may ask patients about their experience now and ideas for the future.
How do we conduct service evaluations?
We use tools like surveys, interviews, focus group and clinician or patient reported outcome measures as well as more in depth analysis of existing healthcare data.
How do we know which projects to carry out?
Evaluations tend to be identified by specific services or formulated at annual planning exercises.
How can you involve patients and the public with evaluations?
A simple way is to ask them to describe their experiences or opinions. This starts with surveys but can include interviews and focus groups. Wherever possible we aim to involve patients in designing and interpreting the evaluation as well as contributing to the information gathered.
Examples of Service Evaluations
Outcomes from Chronic Pain Management Programmes (PMP)
194 people completed pre- and post-programme questionnaires. Scores improved significantly across the PMP, regardless of delivery method. In-person programmes appeared to produce better results on some measures than virtual delivery. Attendance and questionnaire return rates were worse for virtual groups. This suggests that while virtual care increases access, it may not be equally effective for all outcomes. A blended model will be considered, alongside support to improve engagement in virtual formats. Ongoing monitoring will help us tailor delivery to individual needs.
Each year, we conduct more than 50 service evaluations across our services.
We recommend evaluating any new service with input from staff and patients, to confirm the need and clarify the aims. During implementation, evaluation should capture what has (and has not) gone well. Once implemented, we recommend short- and longer-term evaluations linked to the aims, to measure impact and share learning.
Recent evaluation topics have included:
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Who benefits most from specific interventions
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Virtual versus in-person delivery, and individual versus group working
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The impact of people with lived experience supporting patient education
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The development and implementation of outcome measures
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Inequalities in access and outcomes (for example, by ethnicity)
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The use of specific devices (for example, in sexual health or podiatry)
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Comparisons between different ways of working
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Correlation analyses to better understand our patient groups
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Reviews of advice given to people who are newly diagnosed
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Trends in discharge and home visiting practice
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The benefits of specific roles