Generic Flashcards
What are the 7 points in the NHS constitution?
NHS provides a comprehensive service, accessible to all
Access to NHS services based on clinical need, not ability to pay
NHS aspires to the the highest standards of excellence and proffessionalism
Patient is at the heart of everything the NHS does
NHS works across organisational boundries
NHS is committed to providing best value for taxpayers’ money
NHS is accountable to the public, communities, and patients that it serves
What are the NHS values?
Working together for patients Respect and dignity Commitment to quality of care Compassion Improving lives Everyone counts
What are the patients’ rights in the NHS constitution?
Access to health services Quality of care and environment Respect, confidentiality, consent Informed choice Involvement in your healthcare and NHS Complaint and redress
When must a complaint be made within?
12 months of noticing event or harm
What are the steps of the complaint procedure?
Acknowledge within 3 days
Offer to discuss handling of complaint, timescales, and expectations and desired outcomes
Offer advice on local advocacy groups
Give contact details of point of contact through process
Get consent for NHS England to be involved if necessary
Keep them up to date
Resolve within 40 working days
Send formal response to complaint
What is contained within the formal response to a complaint?
Explanation of how it was considered Appology if necessary Explanation of what went wrong Whether the complaint has been upheld Conclusions reached and remedial action Confirmation any action has been actioned Any lessons learnt
Who can patients refer their complaint to if they are unhappy with the outcome of the investigation?
Parliamentary and Health Service Ombudsman
According to PALS, what are required for a complaint investigation?
Open and transparent Evidence based Logical and rational Comprehensive - level of detail suitable for seriousness of case Timely and expeditious Proportionate to seriousness
What are the 8 principles of data protection?
Processed fairly and lawfully Processed for limited use Processed in line with patient's rights Adequate information held, not excessive Secure Accurate Not held for longer than necessary Not transferred to third party countries without adequate data protection
What are the 7 Caldicotte principles?
Must justify the transfer of patient identifiable information
Only transfer the minimum patient data
Don’t transfer patient data unless it is necessary
Patient data protection is everyone’s responsibility
Patient identifiable information is on a ‘need to know’ basis
Patient data should be handled lawfully
The need to share data can be as important as the need not to share data
What are the steps of taking a patient history?
Introduce yourself Presenting complaint History of presenting complaint Past medical history Drug history Family history Social history Review of systems Summary of history Patient feedback/questions
What are the key components of giving sensitive constructive feedback?
Be specific and direct Non-accusatory Talk about situation not person - based on observations Give recommendations of how to improve Don't make assumptions Don't send mixed messages
What is the specificity of a test?
Specificity = N(true negatives)/N(condition negative)
High specificity means that if you test positive in a test it is very likely that you have the condition
What is the sensitivity of a test?
Sensitivity = N(true positives)/N(condition positive)
High sensitivity means that if you test negative in a test it is very likely you don’t have the condition
What is the accuracy of a test?
How great the systematic error of the test is
