Measuring patient experience in diabetes care in England and Wales: proof of concept from the Patient Experience of Diabetes Services (PEDS) pilot


  • Roger Gadsby Honorary Associate Clinical Professor, Warwick Medical School, University of Warwick, Warwick, UK
  • Laura Fargher Diabetes UK, London, UK
  • Louisa Dunn Health and Social Care Information Centre, Leeds, UK
  • Bob Young Salford Royal NHS Foundation Trust and National Cardiovascular Intelligence Network, Public Health England, York, UK



patient experience, web-based questionnaire, diabetes, feasibility pilot


Collecting patient experience information is now very important for the NHS. A detailed questionnaire to record patient experience of diabetes services has been developed and piloted in paper form. However, the costs of using a paper-based system means that this cannot be used nationally. The questionnaire has therefore been put into a web format and this paper reports on a pilot feasibility study asking patients to fill out their experiences using their home computers. Patients recruited from general practice and hospital diabetes clinics were able to successfully complete the questionnaire online. Compared with national prevalence figures, more people with type 1 diabetes than with type 2 diabetes took part in the study.


Coulter A, Locock L, Ziebland S, Calabrese J. Collecting data on patient experience is not enough: they must be used to improve care. BMJ 2014;348:g2225.

Gadsby R, Grumitt J. Improving diabetes care in general practice. Diabetes Primary Care 2014;16:16-23.

Browne K, Roseman D, Shaller D, Edgman-Levitan S. Analysis and commentary. Measuring patient experience as a strategy for improving primary care. Health Affairs 2010;29:921-5.

Gadsby R, Young R. Diabetes care in England and Wales: information from the National Diabetes Audit. Diabet Med 2013;30:799-802.

Department of Health. National Service Framework for Diabetes: Standards. London, 2001.

National Institute for Health and Clinical Excellence (NICE). Diabetes in adults. Quality Standard [QS6]. London, 2011. http://guidance.

Diabetes Patient Experience Project (DPEP). Final report 2010. Picker Institute Europe.

NDA report 1, 2011/2012.






Learning from practice