13) Patients' Evaluations of Healthcare Flashcards Preview

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Flashcards in 13) Patients' Evaluations of Healthcare Deck (22):

Why are we interested in patient's views of healthcare?

Patient satisfaction important
Humanitarian and ethical impetus
Patient's involved in healthcare
Accountability and legitimacy - obtaining funding


What are some ways that patients can give feedback on healthcare?

Friends and family test
Comments and rating on NHS choices


What is the function of Healthwatch?

Gives consumers a voice that is heard by commissioners and regulators of healthcare


What are the functions of patient advice and liaison service?

To offer confidential advice, support and information on health related matters
Advise on complaints procedures


Describe the current complaints process:

Can complain to CCG or hospital
If unsatisfied goes to health service ombudsman


What are patient's problems with complaints?

Lack info on how to complain
Lack confidence that concerns will be resolved
People need support to complain
Want to know services learn from complaints


How can patient's views be investigated indirectly?

Complaints, ombudsman's report


How can patient's views be investigated directly?

Qualitative - interviews, focus groups, observations


Why are quantitative investigations used more often that qualitative?

Cheap and easy
Less staff training
Anonymity guaranteed
Easy analysis


What are some things that cause patient dissatisfaction?

Interpersonal skills - poor communication, poor history taking
Content of healthcare - waiting times, poor access, poor outcomes, poor hygiene


What are the challenges in responding to dissatisfaction?

Patient's views not reasonable or rational
Limit to resources


What is the functionalism approach to patient-professional relationship?

Lay people don't have technical competence to remedy situation when ill, state of helplessness. Medicine restores good health


What are the features of the sick role?

Situation of dependence
Freed of social responsibilities
Should seek help and comply with treatment


What is the doctor's role?

Use skills for benefit of patient


What are the criticism of the functionalism approach?

Chronic illness doesn't fit sick role
Assumes patients are incompetent and passive
Doesn't explain why things go wrong


What is the conflict theory approach to patient-professional relationship?

Doctors define health and illness and patient has little choice but to agree with this
Medicalisation causing loss of control for patient


What are the criticism of the conflict theory?

Patients aren't always passive, can exert control by non-adherence
Patients can also medicalise issues


What is the interpretive approach to patient-professional relationship?

Looking at features of interaction that can help or hinder good care


What is the patient-centred approach to patient-professional relationship?

More egalitarian relationship, considering whole person and using shared decision making


What do patients need to contribute in a patient centred care approach?

Concerns and priorities
Severity of health problems


What are the challenges of shared decision making?

Some people don't want to do it
When should patient power be limited?
Who has final responsibility?
Is there time?


What are the benefits of patient centred care?

Enhances prevention, health promotion and continuing relationship
Patient's views taken into account