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Flashcards in Session 9 - Patient evaluations Deck (12)
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1

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

2

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

3

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

4

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

5

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

6

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

7

Give 3 qualitative approaches to accessing patient views

-Interviews
-Focus groups
-Observation

8

What is the advantage to obtaining patient views in a qualitative manner?

-Can identify successfully how patients view their care and priorities

9

What is the main quantitative way in which patient views are accessed?

-Surverys

10

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

11

What are the main reasons patients are dissatisfied with care?

-Interpersonal skills eg lacking communication
-Access and hygiene standards
-Culturally inappropriate care

12

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?