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Table 1 Touchpoint Identification

From: Introducing the trajectory Touchpoint technique: a systematic methodology for capturing the service experiences of palliative care patients and their families



Benefits and Justification

Academic Sources

Academic Palliative Care Literature [e.g. [21,22,23,24]

Rich & deep understanding of different facets of palliative care, particularly useful for identifying neglected areas e.g., psychosocial, spiritual, and cultural aspects of care.

Academic Sources

Service Design Literature [e.g. [39, 46]

Ensured the methodology was patient centred.

Policy Documents

National and international policy documents [e.g. [4, 6, 9, 13]

Inclusion of physical, psychosocial and spiritual dimensions of palliative care

Hospice UK

Hospice audit tools [e.g. [17, 18]

Designed with input from a variety of stakeholders, these surveys were useful for insight into a wide range of palliative care issues.

Care Quality Commission (CQC)

CQC inspection reports [25]

Inspections provide insight into hospices legal requirements and regulations associated with Health and Social Care

Interviews with senior staff

Hospice Director; Clinical Director; Head of Fundraising.

Awareness of key strategic concerns.

Interviews: frontline & backroom staff

Nurses; Healthcare assistants; Receptionists; Volunteers.

Insight into hospice operations procedures.


The authors shared their experiences of recent access to palliative care for relatives.

Helpful in revealing anticipations and reactions.

Unstructured interviews with 3 service users

No pre-planned questions, we simply listened to users narrate their recent palliative care experiences.

Unearthed the full linear journey, as well as revealing experiential service dimensions.


Close observation of different service dimensions on multiple occasions.

Ethnographic techniques and conversational analysis gave us rich insights into the practicalities and social dimensions of palliative care provision