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Flashcards in 13) Patients' Evaluations of Healthcare Deck (22)
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1
Q

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

A

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

2
Q

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

A

Friends and family test

Comments and rating on NHS choices

3
Q

What is the function of Healthwatch?

A

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

4
Q

What are the functions of patient advice and liaison service?

A

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

5
Q

Describe the current complaints process:

A

Can complain to CCG or hospital

If unsatisfied goes to health service ombudsman

6
Q

What are patient’s problems with complaints?

A

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

7
Q

How can patient’s views be investigated indirectly?

A

Complaints, ombudsman’s report

8
Q

How can patient’s views be investigated directly?

A

Qualitative - interviews, focus groups, observations

Quantitative

9
Q

Why are quantitative investigations used more often that qualitative?

A

Cheap and easy
Less staff training
Anonymity guaranteed
Easy analysis

10
Q

What are some things that cause patient dissatisfaction?

A

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

11
Q

What are the challenges in responding to dissatisfaction?

A

Patient’s views not reasonable or rational

Limit to resources

12
Q

What is the functionalism approach to patient-professional relationship?

A

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

13
Q

What are the features of the sick role?

A

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

14
Q

What is the doctor’s role?

A

Use skills for benefit of patient

15
Q

What are the criticism of the functionalism approach?

A

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

16
Q

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

A

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

17
Q

What are the criticism of the conflict theory?

A

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

18
Q

What is the interpretive approach to patient-professional relationship?

A

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

19
Q

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

A

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

20
Q

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

A

Concerns and priorities

Severity of health problems

21
Q

What are the challenges of shared decision making?

A

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

22
Q

What are the benefits of patient centred care?

A

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