Session 9 - Patient evaluations Flashcards
Why are patient views on healthcare important?
- Patient satisfaction is an outcome in its own right
- Humanitarian and ethical reasons -> stop paternalism (limiting a persons autonomy becuase ‘its for their own good’)
- Increasing external regulation of healthcare
Describe the policy background which encompasses patient views in healthcare
- NHS plan 2000 aimed to emphasise organise care around patients and giving them accountability
- Every NHS trust required to publish pt views and take action on the rating they received
- Further policy developed after bristol heart babies inquiry (2001)
- NHS act 2006 placed a duty on organisations to involve and consult patients in planning, development and decisions about services
Give 3 example of how patient views are accessed within the NHS
- NHS family and friends test
- NHS choices -> allows service users to rate and comment
- Healthwatch england
- Patient Advice and Liason Service
- Parlimentary and Health Service Ombudsman
- Patient complaints
What is Healthwatch England?
- An organisation which puts consumers views to those who commision, deliver and regulate services
- Each local authority has a healthwatch to seek views of local people regarding health and care services
What is the Patient Advice and Liason Service? (PALS)
- Trust-based organisation which offerd confidential advice, support and information
- Resolves concerns/problems when using NHS and gives advice on complaints procedure and increasing own involvement in healthcare
What is the parliamentary and health service ombudsman?
-Independent investigations into complaints which have not been adequately dealt with -> an indirect access to patient views
Give 3 qualitative approaches to accessing patient views
- Interviews
- Focus groups
- Observation
What is the advantage to obtaining patient views in a qualitative manner?
-Can identify successfully how patients view their care and priorities
What is the main quantitative way in which patient views are accessed?
-Surverys
Give 4 reasons why surveys are used to quantifiably collect patient views?
- Cheap and easy
- less staff training
- Anonymity guaranteed
- Standard responses make analysis easier
What are the main reasons patients are dissatisfied with care?
- Interpersonal skills eg lacking communication
- Access and hygiene standards
- Culturally inappropriate care
What are the main issues surrounding responding to patient dissatisfaction?
Who is accountable?
Is every patient reasonable/rational?
Is the resource diversion worth the complaint?
