Case Study 2 - Program Evaluation

A qualitative multi-stakeholder perception study.

A state department of health launched a three-year process improvement program to enhance the patient journey through public hospitals. VEM were engaged to conduct a qualitative multi-stakeholder perception study of the program during the implementation phase in order to provide a real-time feedback to the client team. This use of real-time qualitative research had obvious advantages over waiting until the program was fully implemented in order to begin the evaluation. The study involved one-on-one depth interviews with 25 senior policymakers, 50 hospital-based administrators and more than 90 patients. VEM's team of researchers conducted the interviews, analysed the results and recommended adjustments to the Program to ensure its ongoing success. The insights generated by the study were corroborated by a parallel quantitative study conducted by a leading university research team.