9.1 Patient's Evaluations of Healthcare

Question 1

Give 3 reasons why patient views on healthcare are important

Answer 1

Ethical reasons
Patients can choose where to have treatment based on peer reviews
Secures legitimacy for a healthcare service

Question 2

What were the outcomes of the NHS Plan (2000)?

Answer 2

Every NHS organisation is required to produce an annual report on patient views called the Patient Prospectus
The patient prospectus sets out the range of services available and the ratings they received.

Question 3

What were the outcomes of ‘Involving Patients and the Public in Healthcare (2001)’?

Answer 3

Set of proposals building on the NHS Plan and the Kennedy principles

Question 4

What were the outcomes of the NHS Act (2006)?

Answer 4

Placed a duty on organisations to involve and consult patients and the public in planning services, developing changes and in decision making

Question 5

What were the outcomes of the White Paper (2010)?

Answer 5

Strengthened the voice of patients and the public at a local and national level.
Healthwatch England developed
Encouraged more use of patient-experience surveys and real-life surveys

Question 6

What is the information gathered from patient surveys used for?

Answer 6

Inform other patients with similar conditions to make the right choice of health service. Will make providers more responsive.

Question 7

Give the 5 main points of the NHS Outcomes Framework

Answer 7

1. Prevent people from dying prematurely
2. Enhance QoL for those with long-term conditions
3. Helping people recover from illness or injury
4. Ensuring people have a positive experience of care
5. Treat patients in a safe environment

Question 8

Give 3 places where feedback of services can be given

Answer 8

NHS Friends and Family Test
NHS choices website
Range on non-NHS forums

Question 9

What is Healthwatch England? What are their powers?

Answer 9

National consumer champion in health and care

Statutory powers to ensure the voice of the consumer is strengthened.

Question 10

What is the job of Local Healthwatch?

Answer 10

Seek the views of local people regarding the health and care services. They then pass on the information to those responsible for commissioning the care

Question 11

What is PALS?

Answer 11

Patient Advice and Liaison Service- offer confidential advice, support and information on health-related matters

Question 12

What is the NHS hospitals complaints review system?

Answer 12

System which looks at how complaints about NHS care are made by patients and carers, and how they are acted upon by hospitals

Question 13

What is the job of the Parliamentary and Health Service Ombudsmen?

Answer 13

Undertakes independent investigations into complaints that the NHS has not acted properly or fairly. Provides the ultimate independent view on what has happened.

Question 14

Give 3 reasons why complain making is still not efficient

Answer 14

System to make complaints is confusing and complex
People do not think complaining will help
People lack information on complaint making
Many people need external support to make a complaint

Question 15

Give 3 ways of finding patient views qualitatively

Answer 15

Focus group
Interviews
Observation

Question 16

Why are qualitative methods of finding patient views beneficial?

Answer 16

Helpful in identifying patient priorities

Question 17

Why are quantitative surveys good methods of finding out patient views?

Answer 17

Cheap 
Easy 
Less staff training
Guarantee anonymity
Can standardise answers to make analysis easier

Question 18

What are the 5 main areas of hospital care which are complained about most frequently?

Answer 18

Patients not able to express concerns fully
Full histories of presenting complaint not undertaken
Competance issues
“Hotel” aspects of care eg. food, beds
Waiting times