Patient Experience


Understanding and improving patients experience of care is a key component to delivering high quality services that are based in their needs. By looking at various aspects of patient experience, we can assess the extent to which patients are receiving care that is respectful of and responsive to individual patient preferences, needs and values. Quality Improvement focuses on two parallel aspects of care: care processes (the way carer is organised) and staff interactions with patients and their families (human relations) developing a shared vision for ideal patient service and working through improvements as patients engagement increases, staff experience and morale also improves.

 

In this video Liz Bream, Public Health Consultant, explains the best way to collect Patient Experience data and how to present your findings to drive Quality Improvement.

Patient Experience Feedback


Reducing non-attendance of older adult psychology services

One of the Lothian Older People’s Psychology Service Quality Improvement projects aims to reduce non-attendance at both new and follow-up out-patient appointments. We have reviewed our practice in relation to NHS Lothian policy and New Ways of Working guidelines. One of the Change Ideas we are testing is the impact of improving patient awareness of how we manage appointment attendance. We have written a Patient Information Sheet to be included with all new appointment letters sent. Our Psychology Assistant sought qualitative feedback from outpatient clinic attendees over a fortnight and the PIS was modified for service pilot. We are currently testing the impact of this on non-attendance rates in our locality areas and collecting additional feedback from attendees through a brief questionnaire at the back of the sheet that can be given to their clinician.
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We have written a Patient Information Sheet to be included with all new appointment letters sent. Our Psychology Assistant sought qualitative feedback from outpatient clinic attendees over a fortnight and the PIS was modified for service pilot. We are currently testing the impact of this on non-attendance rates in our locality areas and collecting additional feedback from attendees through a brief questionnaire at the back of the sheet that can be given to their clinician.


Pain Management Clinic

Qualitative feedback on how the pain management have found the experience of working this way.

 Improving ASD post diagnosis experience

Qualitative feedback gathered from families/carers of children and young people in East Lothian of their post Autism Spectrum Disorder diagnosis experience

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