Patient Experience in Primary Care

8
Patient Experience in Primary Care Lisa Cooper Assistant Director Nursing, Quality & Safety 24 February 2014

TAGS:

description

Patient Experience in Primary Care. Lisa Cooper Assistant Director Nursing, Quality & Safety 24 February 2014. Introduction. Patient Experience Time for Change? Role of NHS England Area Team in Patient Experience Complaints/Concerns Facts & Figures (CWW Area Team) Lisa’s big plan ………. - PowerPoint PPT Presentation

Transcript of Patient Experience in Primary Care

Page 1: Patient Experience in Primary Care

Patient Experience in Primary Care

Lisa Cooper

Assistant Director Nursing, Quality & Safety

24 February 2014

Page 2: Patient Experience in Primary Care

Introduction

• Patient Experience Time for Change?

• Role of NHS England Area Team in Patient Experience

• Complaints/Concerns

• Facts & Figures (CWW Area Team)

• Lisa’s big plan ……….

• Questions

2

Page 3: Patient Experience in Primary Care

Patient Experience Time for Change?

• The Robert Francis Independent Inquiry reviewed care provided by Mid-Staffordshire NHS Trust from January 2005 to March 2009

• Two reports February 2010; 2013

• Second report patient and public empowerment

• Warning signs:

• Increased complaints

• Poor patient experience

• No focus on patients (system wide)

• 290 recommendations – how many related to patient experience?

3

Page 4: Patient Experience in Primary Care

Role of NHS England Area Team

• Direct commissioners of Primary Care

• Responsibility to ensure that services commissioned provide patients with a positive experience

• Patient’s advocate for provision of high quality care

• Investigate complaints/concerns raised regarding Primary Care (Nursing Team)

• Demonstrate learning from complaints and how this improves services for patients

• Leadership of the whole healthcare system

• Provide challenge to providers of services regarding quality & patient experience

4

Page 5: Patient Experience in Primary Care

Complaints/Concerns

• Anyone can raise a complaint or concern

• Clearly advertised how to make a complaint/raise a concern

• Can go via Primary Care providers or direct to NHS England

• Complaints regulations

• Care Quality Commission registration

• Responsibility to investigate, resolve, learn and improve

• Health Service Ombudsman

• Separate to any legal process

5

Page 6: Patient Experience in Primary Care

Facts & Figures (CWW Area Team)

• Since 01 April 2013:

• 188 complaints

• GPs

• Access/clinical care/communication

• Currently 40 complaints under investigation

• Oldest complaint 2011

• Since 01 October 2013:

• All clinically reviewed

• 100% acknowledged in 3 working days

• Average response time 60 working days6

Page 7: Patient Experience in Primary Care

Lisa’s Big Plan ……….

• Decrease response times (25 working days)

• Identification of themes/trends/hot spots

• Identify learning and share across all providers

• Links with medical teams (performance)

• Customer service training for primary care staff

• Involve patients in feedback and learning

• Influence commissioning of services

• Links with CCGs regarding quality improvements in Primary Care

7

Page 8: Patient Experience in Primary Care

Questions?

8


Primary care patient experience survey 2019: A review of ... · Patient experience is a vital but complex area. Growing evidence tells us patient experience is a good indicator of

Primary care patient experience survey 2019: A review of ... · Patient experience is a vital but complex area. Growing evidence tells us patient experience is a good indicator of

Definitions Patient Experience

Definitions Patient Experience

AUGUST 2015 PATIENT EXPERIENCE - HCProcontent.hcpro.com/pdf/content/319553.pdf · PATIENT EXPERIENCE: ... MA, chief experience officer for Cleveland Clinic, ... Improving Patient

AUGUST 2015 PATIENT EXPERIENCE - HCProcontent.hcpro.com/pdf/content/319553.pdf · PATIENT EXPERIENCE: ... MA, chief experience officer for Cleveland Clinic, ... Improving Patient

Improving Patient Experience through Implementing a ......Improving Patient Experience through Implementing a Priority Clinic Program ... healthcare services. Patient experience is

Improving Patient Experience through Implementing a ......Improving Patient Experience through Implementing a Priority Clinic Program ... healthcare services. Patient experience is

Patient experience survey – adult primary care ... · from 1 July 2016. For 2016/17, uptake of the primary care patient experience survey can be used as one of the contributory

Patient experience survey – adult primary care ... · from 1 July 2016. For 2016/17, uptake of the primary care patient experience survey can be used as one of the contributory

PROCEEDINGS Policy Research Conference · 8F Mental Health 8G Patient Experience 8H Genomic Medicine Symposium 8I Primary Care, Patient Empowerment And Technology Symposium . Session

PROCEEDINGS Policy Research Conference · 8F Mental Health 8G Patient Experience 8H Genomic Medicine Symposium 8I Primary Care, Patient Empowerment And Technology Symposium . Session

The Patient Experience - AMGA€¦ · • Patient experience is positively associated ... Improving Quality and Patient Experience: ... “Patients First” is the guiding principle

The Patient Experience - AMGA€¦ · • Patient experience is positively associated ... Improving Quality and Patient Experience: ... “Patients First” is the guiding principle

Partners HealthCare Primary Care Quality and Patient ... · Quality and Patient Experience Reports 2017 Brigham and Women’s Physicians Organization. Dear Patients, Colleagues and

Partners HealthCare Primary Care Quality and Patient ... · Quality and Patient Experience Reports 2017 Brigham and Women’s Physicians Organization. Dear Patients, Colleagues and

eBook Patient Experience

eBook Patient Experience

Your Voice Matters: Patient Experience with Primary Care ...€¦ · Your Voice Matters: Patient Experience with Primary Care Providers in Washington State . 2 . Dear Community Member,

Your Voice Matters: Patient Experience with Primary Care ...€¦ · Your Voice Matters: Patient Experience with Primary Care Providers in Washington State . 2 . Dear Community Member,

Distinguish yourself as an expert in patient experience ... · Distinguish yourself as an expert in patient experience performance. Patient Experience Leadership Certificate Program

Distinguish yourself as an expert in patient experience ... · Distinguish yourself as an expert in patient experience performance. Patient Experience Leadership Certificate Program

Your Voice Matters: Patient Experience with Primary Care ...wahealthalliance.org/.../2013/12/...patient_experience_report_5_2012.… · medical malpractice risk, meaning that as patient

Your Voice Matters: Patient Experience with Primary Care ...wahealthalliance.org/.../2013/12/...patient_experience_report_5_2012.… · medical malpractice risk, meaning that as patient

YOUR PRIMARY HLH Hospital Experience Gamifant Patient Services · helpful as you and your family navigate your primary HLH journey together. Preparing for the journey Once primary

YOUR PRIMARY HLH Hospital Experience Gamifant Patient Services · helpful as you and your family navigate your primary HLH journey together. Preparing for the journey Once primary

Improving Patient Experience Insights · 2020. 2. 15. · Improving Patient Experience Insights Big Data Intelligence for Healthcare Saama Patient Experience Insights Saama’s comprehensive,

Improving Patient Experience Insights · 2020. 2. 15. · Improving Patient Experience Insights Big Data Intelligence for Healthcare Saama Patient Experience Insights Saama’s comprehensive,

Patient Satisfaction and Experience with Anesthesia Patient Satisfac… ·  · 2014-11-17Patient Satisfaction and Experience with Anesthesia ... Patient Satisfaction and Experience

Patient Satisfaction and Experience with Anesthesia Patient Satisfac… ·  · 2014-11-17Patient Satisfaction and Experience with Anesthesia ... Patient Satisfaction and Experience

Defining Patient Experience

Defining Patient Experience

PRIMARY CARE PRACTICES · Care gap reporting is a coordinated approach to providing quality healthcare, increasing patient engagement, and improving provider and patient experience.

PRIMARY CARE PRACTICES · Care gap reporting is a coordinated approach to providing quality healthcare, increasing patient engagement, and improving provider and patient experience.

Engaging the 'Patient' in Patient Experience Surveying

Engaging the 'Patient' in Patient Experience Surveying

Patient Experience Report: Emergency Services Continuous Survey€¦ · Patient Experience Report: Emergency Services Continuous Survey Author: Laura Mann, Patient Experience Manager

Patient Experience Report: Emergency Services Continuous Survey€¦ · Patient Experience Report: Emergency Services Continuous Survey Author: Laura Mann, Patient Experience Manager

Serving Our Present, Caring for Our Future · number of measures to gather patient feedback. For acute care hospitals nationwide, the primary measure of patient experience is a patient

Serving Our Present, Caring for Our Future · number of measures to gather patient feedback. For acute care hospitals nationwide, the primary measure of patient experience is a patient