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
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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?
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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
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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?
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