S5) The Patient Role in Quality and Safety Flashcards
Why is there an interest in patient’s views?
Provide five reasons
- Evidence that patient satisfaction is an important outcome
- Humanitarian and ethical impetus
- Rejection of paternalism, growth of consumerism
- Increased external regulation of health services
- Emphasis on accountability
What are the different ways for patients to give feedback?
- NHS friends and family test
- Service users can rate and comment on NHS services on the NHS Choices website
- Range of other non-NHS websites and forums
Outline the role of the Patient Advice Liaison Service
What recommendations have been made by the NHS hospitals complaints system review?
- Improve the quality of care, so complaints don’t need to be made
- Improve the way complaints are made and handled (shouldn’t be difficult and stressful)
- Ensuring independence in the complaints procedures
What are the existing problems for patients wanting to make complaints in the NHS?
- People still lack information on complaining
- They lack confidence it will resolve their concern(s)
- The system is still complex and confusing
- Many people need support to make a complaint
- People want to know services learn from complaints
Why are quantitative survey methods more commonly used?
Locally developed instruments can have advantages but due to their disadvantages, there is an Increased tendency to use validated instruments.
Identify some of these disadvantages
Identify some existing patient surveys
- GP patient survey
- Maternity services survey
- Adult inpatient survey
- Cancer patient experience survey
- Community mental health survey
Provide four reasons as to why poor communication from health professionals can cause dissatisfaction
- Patients not able to report their concerns fully on their own terms
- Full histories of the presenting problem not always taken
- Staff do not convey reassurance
- Staff do not provide appropriate advice
Provide four reasons as to why the content of healthcare leads to patient dissatisfaction
- Inconvenience, continuity, access, poor hygiene standards
- “Hotel” aspects of care
- Waiting times
- Culturally inappropriate care
- Competence
What are the challenges to responding to patient dissatisfaction
- Patient’s complaints may not be reasonable/rational
- How to locate responsibility and/or know what to do?
- How should patients’ concerns about someone’s clinical competence be viewed?
- How much resource should be diverted to satisfying issues that give rise to complaints?
What are the two methods of addressing patient dissatisfaction?
- Public and Patient Involvement in Research
- Patient centred health care
What does PPI add to research?
- Democratic
- Improve quality
- Improve relevancy
- Improve acceptability
- Accountability
What is consultation?
Consultation involves asking members of the public for their views about research, and then using those views to inform decision-making
What are the benefits and challenges of consultation?
What is collaboration?
Collaboration involves an ongoing partnership between you and the members of the public you are working with, where decisions about the research are shared
What are the benefits and challenges of collaboration?
What is patient centred healthcare?
Patient-centred healthcare is an aspiration that the patient-professional relationship could be less hierarchical and more cooperative if patients’ views were taken more seriously
What five aspects characterise patient-centred consultations?
- Explores the patient’s main reason for the visit, their concerns and need for information
- Seeks an integrated understanding of the patient’s world
- Mutually agrees management
- Enhances prevention and health promotion
- Enhances the continuing relationship between the patient and doctor
What characterises shared decision making?
What are the benefits of shared decision making?
What are the challenges of shared decision making?
- People who don’t want to share decision-making
- Unknown consequences of involvement
- Under what circumstances could/should the power of patients be limited?
- Who does final responsibility rest with?
- Is there time to achieve this?
