PATIENT & STAFF EXPERIENCE
Understanding and improving patients’ experience of care is a key component in delivering high quality needs based services. By looking at various aspects of patient experience, the extent to which patients are receiving care that is respectful of, and responsive to, their individual preferences, needs and values can be assessed. Quality Improvement focuses on two parallel aspects of care: care processes (the way care is organised) and staff interactions with patients and their families (human relations). Thus a shared vision for ideal patient service is developed, with consequent improvement in patient and staff experience.
In this video Liz Bream, Public Health Consultant, explains the best way to collect Patient Experience data and how to present findings to drive Quality Improvement.
As part of the programme an opportunity was extended to the Edinburgh Cancer Centre to work with undergraduate design students from Glasgow School of Art to perform a design based review of the processes involved in Outpatient Chemotherapy Delivery. This work was conducted in early 2017 with the students visiting both the Edinburgh Cancer Centre and Crosshouse Hospital in Ayrshire. The students developed a number of concepts and ideas of how to improve the outpatient services primarily from a patients prospective.
A copy of their presentations regarding this work can be found here. https://newwavehealth.scot/Innovations/Pages/Outpatient-Oncology-Services-in-Kilmarnock-and-Edinburgh.aspx
On the back of this work and in conjunction with NHS Ayrshire and Arran and Glasgow School of Art four students will be working over the summer to further develop come of the concepts that can improve the way we communicate with patients. Details of this work and its continuing process can be found at the students website and blog at www.designinghealthcare.co.uk
Examples of how to present Patient Experience feedback
This section contains a selection of resources to help you collect, use patient experience data and consider health literacy when you are making improvements to the care you deliver.
- Information on patient stories, emotional touch points, observations of care and images can be found here
RESOURCES & TEMPLATES
- Put a lid on it guidance
- Guidelines for writing patient information leaflets
- Making written information accessible checklist
- Helpful resources on the intranet site
- Link to Health Literacy Place
- AHRQ Health Literacy Universal Precautions Toolkit
PATIENT EXPERIENCE RESOURCES
KING'S FUND PATIENT AND FAMILY CENTRED TOOLKIT