Session 9 - Patient evaluations Flashcards Preview

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

Why are patient views on healthcare important?

A
  • 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
Q

Describe the policy background which encompasses patient views in healthcare

A
  • 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
Q

Give 3 example of how patient views are accessed within the NHS

A
  • 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
Q

What is Healthwatch England?

A
  • 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
Q

What is the Patient Advice and Liason Service? (PALS)

A
  • 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
Q

What is the parliamentary and health service ombudsman?

A

-Independent investigations into complaints which have not been adequately dealt with -> an indirect access to patient views

7
Q

Give 3 qualitative approaches to accessing patient views

A
  • Interviews
  • Focus groups
  • Observation
8
Q

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

A

-Can identify successfully how patients view their care and priorities

9
Q

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

A

-Surverys

10
Q

Give 4 reasons why surveys are used to quantifiably collect patient views?

A
  • Cheap and easy
  • less staff training
  • Anonymity guaranteed
  • Standard responses make analysis easier
11
Q

What are the main reasons patients are dissatisfied with care?

A
  • Interpersonal skills eg lacking communication
  • Access and hygiene standards
  • Culturally inappropriate care
12
Q

What are the main issues surrounding responding to patient dissatisfaction?

A

Who is accountable?
Is every patient reasonable/rational?
Is the resource diversion worth the complaint?