Patients' Evaluations of Healthcare Flashcards Preview

ESA 4 - Health and Disease in Society > Patients' Evaluations of Healthcare > Flashcards

Flashcards in Patients' Evaluations of Healthcare Deck (17)
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1
Q

Why is there interest into patients’ views?

A

Evidence that patient satisfaction is an important outcome in its own right and is linked to other outcomes

Humanitarian and ethical impetus - rejection of paternalism, growth of consumerism

Increase external regulation of health services on accountability

Means of securing legitimacy

2
Q

Give a background of the policy in regards to patients’ evaluations of healthcare.

A

The NHS Plan (2000)
- Emphasis on organising care around the patient and on
accountability to patients
- Every NHS organisation required to publish, in a Patient Prospectus, an annual account of patients’ views and the action taken as a result.
- Prospectus sets out the range of local services available and the rating they have received from patients

Involving patients and the public in healthcare published by Dept of Health in Sept 2001
- Set of proposals building on the NHS plan and the
Kennedy principles (a formal response to the Bristol
inquiry)

NHS Act (2006) placed a duty on Strategic Health Authorities, PCTs, NHS Trusts and Foundation Trusts to “involve and consult” patients and the public
- Planning services they are responsible for
- Developing and considering changes in the way those
services are provided
- Decisions that affect how those services operate

3
Q

What are the 5 domains of the NHS outcomes framework?

A

For 2015/16:
1. Preventing people from dying prematurely
2. Enhancing quality of life for people with long-term
conditions
3. Helping people to recover from episodes of ill health
or following injury
4. Ensuring that people have a appositive experience of
care
5. Treating and caring for people in a safe environment
and protecting them from avoidable harm

4
Q

What are a few ways to give feedback on the NHS?

A

NHS friends and family test

Service users can rate and comment on NHS services on NHS choices website

Range of other non-NHS websites and forums around.

5
Q

What can local HealthWatch do?

A

Has the power to enter and view services
- Influence how services are set up and commissioned
by having a seat on the local heath and wellbeing board
- Produce reports which influence the way services are
designed and delivered
- Provide information, advice and support about local
services
- Pass information and recommendations to
HealthWatch England and the Care Quality Commission

6
Q

What is PALS in regards to patients’ evaluations of healthcare?

A

Trust-based “Patient Advice and Liaison Services” offer confidential advice, support and information on health-related matters:

  • Help with health-related questions
  • Help resolve concerns or problems when using NHS
  • How to get more involved in own healthcare
  • Give info about the NHS
  • Advise on complaints procedure
7
Q

Describe the complains the NHS received between April 2013 and March 2014.

A

114308 written complaints about hospital and community health services
60,564 written complaints about family health services (GPs and dentists)
Within HCHS, most complained about profession is doctors (almost 50% of complaints), ahead of nurses, midwives, health visitors

8
Q

What does Ombudsman do?

A

Parliamentary and health service Ombudsman
- Undertakes independent investigations into complaints
that the NHS in England has not acted properly or fairly
or has provided a poor service
- Provides the ultimate, independent view of what has
happened.

9
Q

Tell me a little about NHS hospitals complaints system review October 2013.

A

Prompted by Francis report (and other scandals)

Looks at how complaints about care in the NHS hospitals made by patients, their carers and representatives are listened to and acted on by hospitals

The recommendations cover:

  • Improving the quality of care
  • Improving the way complaints are handled
  • Ensuring independence in the complaints procedures

Whistleblowing

10
Q

What problems did HealthWatch report in 2014?

A

People still lack information on complaining
Lack of confidence it will resolve their concern(s)
System complex and confusing
Many need support to make a complaint
Want to know services learn from complaints

11
Q

What are the different ways of investigating patients’ views?

A
Indirectly
- Patient complaints
- Ombudsman's reports
Directly
- Qualitative methods
- Quantitative methods
12
Q

What are some qualitative approaches to seeking patients’ views?

A

Use methods such as interviews, focus groups, observation

Many qualitative studies have been very successful at identifying how patients evaluate care and what their priorities are

13
Q

Tell me about quantitative survey methods in assessing patients’ evaluations of healthcare.

A

They are more commonly used because:

  • Relatively cheap and easy to conduct
  • Less staff training required
  • Anonymity more easily guaranteed
  • Facilitates monitoring of performance
14
Q

Tell me about locally-developed DIY instruments.

A

Can have advantages, but:
- Many do not comply with basic standards for
questionnaire design
- Many do not have proven reliability and validity
- Tend to find higher levels of satisfaction than published
instruments
- Lack comparability

Increased tendency to use validated instruments

15
Q

What are the categories of things that cause dissatisfaction?

A

Interpersonal skills

Content of health care

16
Q

Tell me about interpersonal skills as something that causes dissatisfaction.

A

Poor communication from health professionals:
- Patients not allowed to report their concerns fully on
their on terms
- Do no take full histories of the presenting problem
- Do not convey reassurance
- Do not provide appropriate advice

17
Q

Tell me about content of healthcare as something that causes dissatisfaction.

A

Inconvenience, continuity, access, poor hygiene standards

“Hotel” aspects of care

Waiting times

Culturally inappropriate care

Competence

Health outcomes