Patient Experience Horizon Scanning

Patient Experience Horizon Scanning Volume 3 Issue 1

Emily Hopkins — Tue, 22 Feb 2011 11:00:36 +0000

Filed under: Volume 3 Issue 1

Feeling better? Improving patient experience in hospital

Emily Hopkins — Tue, 22 Feb 2011 10:59:51 +0000

Source: NHS Confederation

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Date of publication: January 2011

Publication type: Report

In a nutshell: This report examines improving patients’ experiences of hospital care, looking at both UK and USA hospital providers that have made significant progress in providing patient-centred services.

Length of publication: 20 pages

Acknowledgement: NHS Evidence – health management news alert

Filed under: Patient experience, Patient focused care, Patient satisfaction, Report, United Kingdom, United States of America, Volume 3 Issue 1 Tagged: Equity and Excellence, Patient Care, White Paper

Challenges for improving patients’ experiences of health care

Emily Hopkins — Tue, 22 Feb 2011 10:59:46 +0000

Source: Journal of Health Services Research and Policy Volume 16 (1)

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Date of publication: January 2011

Publication type: Journal Article

In a nutshell: Explores the research into patient centred care, which is beginning to receive more attention. Research has been uneven and highly specialized: communication, privacy and dignity are well researched whereas involvement of family and friends, and coordination of care have received comparatively little attention. In addition, most research focuses on patients’ experience in acute hospitals though there is some from primary care, mental health settings and end-of-life care.

Length of publication: 2 pages

Filed under: England, Health services research, Journal article, Patient centred care, Patient experience, Patient satisfaction, Research, United States of America, Volume 3 Issue 1 Tagged: Health service, Improvements, Patient safety, Patient-centred care

Improving patient experience – it’s the little things that matter

Emily Hopkins — Tue, 22 Feb 2011 10:59:06 +0000

Source: The King’s Fund

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Date of publication: January 2011

Publication type: News item

In a nutshell: The King’s Fund Point of Care team offer an opinion on how small factors often affect the patient experience, summarising various research projects and other reports.

Length of publication: Web page

Filed under: Communication, News story, Patient empowerment, Patient experience, Patient satisfaction, Patient views, United Kingdom, Volume 3 Issue 1 Tagged: Art work, Health care buildings, Health care environments, Kindness, Patient Care, Patient needs, Patient satisfaction, Volunteer services

National Cancer Patient Experience Survey Programme – 2010: national survey report

Emily Hopkins — Tue, 22 Feb 2011 10:58:42 +0000

Source: Department of Health

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Date of publication: December 2010

Publication type:

In a nutshell:

Length of publication:

Filed under: Cancer, Patient Engagement, Patient experience, Patient satisfaction, Report, Volume 3 Issue 1

The Intelligent Board 2010: Patient Experience

Emily Hopkins — Tue, 22 Feb 2011 10:58:34 +0000

Source: Dr Foster Intelligence

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Date of publication: October 2010

Publication type: News story

In a nutshell: This new report in the Intelligent Board series challenges NHS boards and non-executive directors (NEDs) to review the way they treat patient experience, and covers issues such as mixed-sex wards and patient dignity.

Length of publication: 24 pages

Filed under: NHS management, Patient experience, Patient satisfaction, Strategy, Volume 3 Issue 1

Transforming patient and staff experience: what works? Conference presentations

Emily Hopkins — Tue, 22 Feb 2011 10:58:20 +0000

Source: The King’s Fund

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Date of publication: December 2010

Publication type: Conference presentations

In a nutshell: The King’s Fund held the Transforming Patient and Staff Experience conference on 6th December 2010. Summaries and presentation slides are published on the website.

Length of publication: Webpage with links to presentations

Filed under: Organisational change, Organisational development, Patient communication, Patient experience, United Kingdom, Volume 3 Issue 1 Tagged: Change management, Conference, Consumer Health Information, Experience based co-design, Policy

Patient Experience Horizon Scanning Volume 2 Issue 4

Emily Hopkins — Wed, 06 Oct 2010 07:59:28 +0000

Filed under: Volume 2 Issue 4

Scrap NHS Direct and patient surveys to save money, say GP leaders

lucyjprice — Wed, 06 Oct 2010 07:58:51 +0000

Source: British Medical Journal, 2010;340:c3138

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Date of publication: June, 2010

Publication type: Journal Article

In a nutshell: GP representatives say the new government should consider scrappingNHS Direct, asa way of reducing costs in the health service.

Length of publication: 1 web page

Some important notes: This article is available in full text to all NHS Staff using Athens, for more information about accessing full text fllow this link to find your local NHS Library http://www.hlisd.org/

Filed under: Change, Consumer needs, Customer care, Journal article, Patient advice and liasion services, Patient choice, Patient communication, Patient experience, Patient satisfaction, Reorganisation Tagged: Communication, Consumer satisfaction, Patient choice, Patient satisfaction, survey

One in seven foundation trusts failed to submit data on complaints

lucyjprice — Wed, 06 Oct 2010 07:58:25 +0000

Source: British Medical Journal, 2010, 341:c4735

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Date of publication: September, 2010

Publication type: Journal Article

In a nutshell: Data published on 25 August by the NHS Information Centre is showing that 18 of the 130 foundation trusts did not submit any information on patients’ written complaints because, unlike for traditional NHS trusts, it is not mandatory for them to do so.

Length of publication: 1 web page

Some important notes: Please contact your local NHS Library for the full text of the article. Follow this link to find your local NHS Library. http://www.hlisd.org/

Filed under: Customer care, Patient experience, Patient satisfaction Tagged: complaints, Customer satisfaction, Feedback, Patient and public engagement, Patient experience, Patient feedback

Rounding to influence: leadership method helps executives answer the “hows” in patient safety initiatives

Emily Hopkins — Wed, 06 Oct 2010 07:58:24 +0000

Source: NHS Evidence – Innovation & Improvement

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Date of publication: September 2010

Publication type: Article

In a nutshell: The method aims to close the gap between executive-level conversations and front-line realities, and make patient safety a reality. ”Rounding to influence is not just about leaders being seen — it’s about what leaders are seen doing and asking”

Length of publication: 4 pages

Filed under: Journal article, Management communication, NHS management, Patient experience, Patient rights, Reporting, Volume 2 Issue 4 Tagged: Management, Patient rights, Patient safety

Further dissemination

Emily Hopkins — Wed, 06 Oct 2010 07:57:39 +0000

If you think someone would benefit from receiving this posting, please e-mail them the link to this blog and suggest that they sign up to the email newsletter to stay up to date with new content.

Filed under: Volume 2 Issue 4

Volume 2 issue 3

lucyjprice — Tue, 08 Jun 2010 07:53:59 +0000

Filed under: Uncategorized

Telephone and web-based pediatric day surgery questionnaires

lisanorton — Thu, 27 May 2010 13:55:13 +0000

Source: Emeraldinsight.com

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Date of publication: March, 2010

Publication type: Journal article

In a nutshell: Patient questionnaires are popular tools for assessing and improving service quality. Despite web-based questionnaire advantages, they have not been previously compared to telephone questionnaires for assessing quality. The article examines comparisons between telephone questionnaires and the web-based versions.

Length of publication: 13 pages

Some important notes: contact library for full text

Filed under: Customer care, Innovations, Patient communication, Patient Engagement, Patient experience, Patient rights, Patient satisfaction, Patient views, Uncategorized, Volume 2 Issue 3

Measuring Patient Experience As A Strategy For Improving Primary Care

lisanorton — Thu, 27 May 2010 13:46:56 +0000

Source: Health Affairs Journal

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Date of publication: May, 2010

Publication type: Journal

In a nutshell: Patients value the interpersonal aspects of their health careexperiences. However, primary care practices may question the value of collectingand acting upon survey data that measure patients’ experiencesof care.

Length of publication: 5 pages

Some important notes: Contact library for full text

Filed under: Consumer needs, Consumer representation, Empowerment, Organisational development, Patient communication, Patient empowerment, Patient Engagement, Patient experience, Uncategorized, Volume 2 Issue 3

How to target PCT internet campaigns

lisanorton — Thu, 27 May 2010 13:33:59 +0000

Source: HSJ online

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Date of publication: May, 2010

Publication type: Journal

In a nutshell: The internet is an obvious choice for primary care trusts with lower budgets, aiming to engage with their local population through a popular and inexpensive medium. Research shows more could be done to turn internet use into better health outcomes.

Length of publication: one web page

Some important notes: contact library for full text

Filed under: Patient choice, Patient empowerment, Patient Engagement, Patient experience, Patient knowledge, Patient views, Uncategorized, Volume 2 Issue 3

Patients’ complaints at a large psychiatric hospital: can they lead to better patient services?

lisanorton — Thu, 27 May 2010 11:00:54 +0000

Source: Emeraldinsight.com

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Date of publication: April, 2010

Publication type: Journal Article

In a nutshell: Little is known about complaints made by psychiatric patients. The aim of this study is to analyse complaints made by, or behalf of, inpatients at a large independent psychiatric hospital.

Length of publication: 10 pages

Acknowledgement: NHS Evidence Innovation and Improvement Specialist Collection

Filed under: Patient communication, Patient empowerment, Patient Engagement, Patient experience, Patient participation, Uncategorized, Volume 2 Issue 3

What can be expected of information and communication technologies in terms of

lisanorton — Thu, 27 May 2010 10:36:21 +0000

Source: Emeraldinsight.com

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Publication type: Journal article

In a nutshell: This article uses four case studies to illustrate the contradictory logics shaping the personal empowerment process. Using these logics, an ICT user may play roles as patient, client, consumer, or citizen.

Length of publication: 15 pages

Acknowledgement: NHS Evidence Innovation and Improvement Specialist Collection

Filed under: Client participation, Consumer representation, Customer care, Empowerment, Patient communication, Patient empowerment, Patient Engagement, Patient knowledge, Patient rights, Patient satisfaction, Patient Service, Patient views, Uncategorized, Volume 2 Issue 3

PCTs ‘missing out’ on Twitter power

lisanorton — Thu, 27 May 2010 10:19:41 +0000

Source: HSJ online

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Date of publication: May, 2010

Publication type: web article

In a nutshell: A survey suggests that Primary care trusts in England are not capitalizing on the power of social media websites such as Facebook to connect with their local communities.

Length of publication: 1 web page

Some important notes: contact library for full text

Filed under: Group communication, Innovations, Interpersonal communication, Patient communication, Patient Engagement, Patient participation, Patient views, Uncategorized, Volume 2 Issue 3

Getting the most out of PROMS

lucyjprice — Thu, 08 Apr 2010 10:00:06 +0000

Source: The Kings Fund, 2010

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Date of publication: 2010

Publication type: Report

In a nutshell: The routine use of patient-reported outcome measures (PROMs) was introduced into the National Health Service (NHS) in 2009 and is a landmark development. In this report, we explain what PROMs are and why they are highly relevant to patients, commissioners, clinicians, providers and regulators. We discuss the benefits of using PROMs, as well as the challenges in realising them.

Length of publication: 92 pages

Acknowledgement:NHS Institute for Innovation and improvement Leadership News Alert

Filed under: Customer care, Initiation, Patient experience, Patient satisfaction, Report

Engaging through social media

lucyjprice — Thu, 08 Apr 2010 09:46:18 +0000

Source: Department for children, schools and families, 2010

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Date of publication: 2010

Publication type: Report

In a nutshell: This guide is specifically for youth project managers, with the following aims: To explain social media technologies and functions, using simple language. To provide you with the tools to increase interest and attendance at your project by working with young people and promoting your activities through social media.

Length of publication: 25 pages

Acknowledgement: Innovation and Improvement Specialist Collection

Filed under: Change, Communication, Initiation, Persuasion, Report

Still Puzzling: Patient and Public Involvement in Commissioning

lucyjprice — Thu, 08 Apr 2010 09:30:24 +0000

Source: Peir Professional, 2009, 17 (6) p. 23-30

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Date of publication: December, 2009

Publication type: Journal Artcile

In a nutshell:With the recent publication of The Engagement Cycle (DH, 2009a), exploring the issues surrounding patient and public involvement (PPI) in World Class Commissioning, it seems timely to look at how this type of involvement/engagement has developed in recent years. Set against official rhetoric that emphasises the importance of PPI in the NHS, this paper is informed by evidence emerging from a three-year research project into the development of practice-based commissioning conducted at Manchester University.

Length of publication: 7 pages

Some important notes:Please contact your local NHS Library for the full text of the article. Follow this link to find your local NHS Library. http://www.hlisd.org/

Acknowledgement: Social Care Online

Filed under: Journal article, Patient empowerment, Patient views

Urgent care and the patient

lucyjprice — Thu, 08 Apr 2010 09:20:16 +0000

Source: Emergency Medical Journal, 2010

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Date of publication: 2010

Publication type: Journal Article

In a nutshell: The first principle of the government’s “Reforming Emergency Care” strategy1 2 is that services should be designed from the point of view of the patient. However, this aspiration does not always seem to be fulfilled. We can learn how to improve the urgent care system by listening and acting on patients’ views.

Length of publication: 1 web page

Some important notes: Please contact your local NHS Library for the full text of the article. Follow this link to find your local NHS Library. http://www.hlisd.org/

Filed under: Customer care, Initiation, Journal article, Patient empowerment, Patient experience, Patient satisfaction, Reform

First patient reported outcomes due in April

lucyjprice — Thu, 08 Apr 2010 09:08:40 +0000

Source: British Medical Journal, 2010

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Date of publication: March 2010

Publication type: Journal Article

In a nutshell: The first results from the NHS’s landmark collection of patient reported outcome measures are expected to be published next month despite earlier concerns about whether enough patients had responded.

Length of publication: 1 web page

Some important notes: Please contact your local NHS Library for the full text of the article. Follow this link to find your local NHS Library. http://www.hlisd.org/

Filed under: Customer care, Patient satisfaction, Report, Reporting

Surveying young patients

lucyjprice — Thu, 08 Apr 2010 08:43:15 +0000

Source: Emergency Medicine Journal, 2010;27:221-223 doi:10.1136

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Date of publication: 2010

Publication type: Journal Article

In a nutshell:The East of England Ambulance Service NHS Trust (the Trust) was keen to engage young patients and to encourage them to give feedback about the service they had received.

Length of publication: 2 pages

Some important notes: Please contact your local NHS Library for the full text of the article. Follow this link to find your local NHS Library. http://www.hlisd.org/

Filed under: Comsumer satisfaction, Customer care, Initiation, Market research, Patient communication, Patient satisfaction, Patient views, Persuasion

Patient Experience Horizon Scanning Volume 2 Issue 2

Emily Hopkins — Wed, 24 Mar 2010 08:59:20 +0000

Filed under: Volume 2 Issue 2

LINks voice not being heard at PCT board meetings

lucyjprice — Wed, 24 Mar 2010 08:58:57 +0000

Source: Health Service Journal, 2010,

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Date of publication: February, 2010

Publication type: Article

In a nutshell: A quarter of local involvement networks do not attend primary care trust board meetings. A survey of 135 PCT chief executives, carried out by the National Association of LINks Members, found 73 per cent of LINks attended board meetings. Only 44 per cent of networks had full speaking rights throughout board meetings, while the remainder were only allowed to speak at times set aside for questions for members of the public.

Length of publication: 1 web page

Some important notes: Please contact your local NHS Library for the full text of the article. Follow this link to find your local NHS Library. http://www.hlisd.org/

Filed under: Communication, Journal article, Management communication, NHS management, Verbal communication, Volume 2 Issue 2 Tagged: Communication

Involve: promoting public involvement in NHS, public health and social care research

lucyjprice — Wed, 24 Mar 2010 08:58:54 +0000

Source: Involve, 2009

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Date of publication: October, 2009

Publication type: Report

In a nutshell: This review by INVOLVE helps us understand how and why public involvement impacts on the various levels and stages of research, and how it influences the implementation of research findings. It also challenges us to think more about the way we record public involvement activities so that the evidence base can continue to develop.

Length of publication: 116 pages

Acknowledgement: Social care online

Filed under: Patient participation, Report, Research, Research and development, Volume 2 Issue 2 Tagged: Patient and public engagement, Research

The Challenge of Co-production

lucyjprice — Wed, 24 Mar 2010 08:58:37 +0000

Source: Nesta, 2009

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Date of publication: December, 2009

Publication type: Report

In a nutshell: How equal partnerships between professionals and the public are crucial to improving public services

Length of publication: 28 pages

Acknowledgement: Social care online

Filed under: Patient partnership strategy, Report, Volume 2 Issue 2 Tagged: best practice, Customer satisfaction, Patient and Public Involvement

Quality of care and patient satisfaction: a new theoretical and methodological approach

lucyjprice — Wed, 24 Mar 2010 08:57:42 +0000

Source: Emerald Insight, 2010

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Date of publication: 2010

Publication type: Journal artcile

In a nutshell: The paper’s purpose is to develop a care-context adapted version of the emotional stress reaction questionnaire (ESRQ), which is based on the cognitive-phenomenological writings of Lazarus, and, using this instrument, to explore the relationship between quality of care from a patient perspective and patient satisfaction while taking key antecedent conditions into account.

Length of publication: 18 pages

Some important notes: Please contact your local NHS Library for the full text of the article. Follow this link to find your local NHS Library. http://www.hlisd.org/

Filed under: Patient centred care, Patient experience, Patient satisfaction, Volume 2 Issue 2 Tagged: Consumer satisfaction, Customer satisfaction, Patient experience

Emotional predictors of consumer’s satisfaction with healthcare public services

lucyjprice — Wed, 24 Mar 2010 08:57:35 +0000

Source: Emerald Insight, 2010

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Date of publication: 2010

Publication type: Journal article

In a nutshell: The aim of this paper is to test empirically a framework that contributes to the understanding of patients’ satisfaction by estimating the relationships between the satisfaction of particular types of customers with their emotions and perceived justice.

Length of publication: 18 pages

Some important notes: Please contact your local NHS Library for the full text of the article. Follow this link to find your local NHS Library. http://www.hlisd.org/

Filed under: Customer care, Patient Engagement, Patient experience, Patient satisfaction, Volume 2 Issue 2 Tagged: Customer satisfaction, Patient and public engagement, Patient experience, Patient satisfaction

Patient dignity improved with side-tying hospital gowns

lucyjprice — Wed, 24 Mar 2010 08:57:16 +0000

Source: Nursing Times.net, 2010

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Date of publication: February, 2010

Publication type: Journal article

In a nutshell: Embarrassing hospital gowns are being replaced with more dignified side-tying versions at wards in Bristol, it has been revealed.

Length of publication: 1 web page

Filed under: Patient Engagement, Patient experience, Patient satisfaction, Volume 2 Issue 2 Tagged: Customer satisfaction, Hospitals, Patient experience

New website- “The Patient Experience” – launched

Emily Hopkins — Wed, 24 Mar 2010 08:56:43 +0000

Source: http://www.patient-experience.com/

Follow this link for introductory statement

Date of publication: February 2010

Publication type: Website

In a nutshell: A new website/forum has been launched. The Patient Experience describes itself as ”a set of discussion forums where patients connect, express their views and share valuable experiences on the subjects of medicine and healthcare.”

Length of publication: Website

Filed under: Patient choice, Patient empowerment, Patient empowerment, Patient Engagement, Patient rights, Patient satisfaction, Press release, Volume 2 Issue 2 Tagged: Discussion forum, Patient experience, Patient opinion

BMA calls for roll-out of electronic patient records to be suspended

Emily Hopkins — Wed, 24 Mar 2010 08:56:36 +0000

Source: BMA

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Date of publication: March 2010

Publication type: Press release

In a nutshell: In December, the Department of Health announced that the roll-out of the Summary Care Record would be accelerated, and the BMA has serious concerns that the process is being carried out too quickly. Patients can opt out of having a record created, and the BMA believes they are receiving insufficient information about the choices they can make.

Length of publication: 1 webpage

Filed under: Customer care, England, Patient advocacy, Patient empowerment, Patient Engagement, Patient rights, Patient satisfaction, Press release, Volume 2 Issue 2 Tagged: Care records, Data protection, Patient databases, Patient records, Patient rights, SCR, Summary care records

Reports criticise NHS targets

Emily Hopkins — Wed, 24 Mar 2010 08:56:16 +0000

Source: Policy Exchange

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Date of publication: February 2010

Publication type: Press release

In a nutshell: Think Tank Policy Exchange has released a statement on three reports it obtained, which it describes as “littered with critical findings about the flawed system of self-reported hospital inspection and oversight”, and criticises the NHS for being target-driven rather than patient-focused.

Length of publication: 1 webpage (with links to 3 reports)

Filed under: England, NHS management, Patient centred care, Patient experience, Press release, Volume 2 Issue 2 Tagged: Hospital inspection, Patients, Targets

Does the experience of staff working in the NHS link to the experience of patient care?

lucyjprice — Wed, 24 Mar 2010 08:56:01 +0000

Source: Department of Health, February, 2010

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Date of publication: February, 2010

Publication type: Report

In a nutshell: This report links the results of the 2007 acute inpatient and staff surveys using a series of statistical analyses intended to highlight the most important relationships between the two surveys.

Length of publication: 3 pages

Filed under: Patient experience, Patient satisfaction, Volume 2 Issue 2 Tagged: Customer satisfaction, nhs, Patient experience, Relationships, survey

Further dissemination

Emily Hopkins — Wed, 24 Mar 2010 08:55:17 +0000

If you think someone would benefit from receiving this bulletin, please email them the link or suggest they sign up to the email newsletter to stay up to date with new content.

Filed under: Volume 2 Issue 2

Patient Experience Horizon Scanning Bulletin Volume 2 Issue 1

lucyanderson — Wed, 10 Feb 2010 16:00:18 +0000

Filed under: Volume 2 Issue 1

Top British designers and architects to improve privacy and dignity in NHS hospitals

lucyjprice — Wed, 10 Feb 2010 15:59:58 +0000

Source: Department of Health

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Date of publication: January 2010

Publication type: News Item

In a nutshell: Top British designers and architects are working with the NHS to improve the experience of patients in hospital.
As part of this groundbreaking new project ‘Design for Patient Dignity’ the Department of Health has teamed up with the Design Council to bring together some of the best minds in the design industry with those working on the frontline in the NHS.

Length of publication: 1 web page

Filed under: Customer care, Innovations, News story, Patient satisfaction, Volume 2 Issue 1 Tagged: Consumer satisfaction, High Quality Care for All, Hospitals, Patient experience

Expert Patient Programme: self-managing with a mouse

lucyjprice — Wed, 10 Feb 2010 15:59:26 +0000

Source: Health Service Journal, 2010

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Date of publication: January 2010

Publication type: Journal Article

In a nutshell: The white paper Our Health, Our Care, Our Say stated: “The Expert Patient Programme needs to be able to diversify and respond better to the needs of its participants.” Over the last three years the Expert Patients Programme Community Interest Company has been ensuring it meets this commitment in improving accessibility to the programme for people with long term conditions.

Length of publication: 1 web page

Some important notes: Please contact your local NHS Library for the full text of the article. Follow this link to find your local NHS Library. http://www.hlisd.org/

Filed under: Journal article, Patient knowledge, Volume 2 Issue 1 Tagged: best practice, Patient and public engagement, Patient experience, Patient satisfaction

Patient experience: what counts for the customer?

lucyjprice — Wed, 10 Feb 2010 15:59:20 +0000

Source: Health Service Journal, 2010

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Date of publication: January 2010

Publication type: Journal Article

In a nutshell: Patient experience measurement in the health service is often inconsistent, too complex and lacking any tangible return. It has become a bugbear for many who do not know what to measure, how to do it effectively or even how to appropriately respond.

Length of publication: 1 web page

Some important notes: Please contact your local NHS Library for the full text of the article. Follow this link to find your local NHS Library. http://www.hlisd.org/

Filed under: Comsumer satisfaction, Journal article, Patient experience, Patient satisfaction, Patient views, Volume 2 Issue 1 Tagged: Consumer satisfaction, Patient experience, Quality Indicators, Research

Hospital income link to patient satisfaction

lucyjprice — Wed, 10 Feb 2010 15:59:11 +0000

Source: Health Service Journal, 2009

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Date of publication: December 2009

Publication type: Journal Article

In a nutshell: The plan to link an increasing proportion of the tariff to patients’ experience of their care was announced as part of Andy Burnham’s five-year strategy for the NHS, From Good to Great: preventative, people-centred, productive.

Length of publication: 1 web page

Some important notes: Please contact your local NHS Library for the full text of the article. Follow this link to find your local NHS Library. http://www.hlisd.org/

Filed under: Patient experience, Volume 2 Issue 1 Tagged: Consumer satisfaction, Patient experience, Patient satisfaction

Personal health budgets under fire

lucyjprice — Wed, 10 Feb 2010 15:58:39 +0000

Source: Health Service Journal, 2009

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Date of publication: December 2009

Publication type: Journal Article

In a nutshell: Personal budgets are already being used for some social care recipients and health budgets are being trialled in some primary care trusts. Although the confederation’s report today says the budgets can help personalise healthcare, it says NHS managers are concerned the risks could outweigh the benefits.

Length of publication: 1 web page

Some important notes: Please contact your local NHS Library for the full text of the article. Follow this link to find your local NHS Library. http://www.hlisd.org/

Filed under: Journal article, Volume 2 Issue 1 Tagged: best practice, Care, nhs, Opinions, Patient experience, Patient priorities, Patient satisfaction

Responsibilities and operational requirements for the correct use of choose and book

lucyjprice — Wed, 10 Feb 2010 15:58:31 +0000

Source: Department of Health

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Date of publication: December 2009

Publication type: Guidance Publication

In a nutshell: This guidance helps organisations to understand the importance of using Choose and Book correctly to ensure that all patients wherever they are in England experience the same high quality access to NHS care.

Length of publication: 24 pages

Filed under: Communication, Patient centred care, Patient communication, Patient focused care, Patient knowledge, Volume 2 Issue 1 Tagged: High Quality Care for All, Patient experience

Practice based commissioning making an impact

lucyjprice — Wed, 10 Feb 2010 15:58:16 +0000

Source: Department of Health

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Date of publication: December 2009

Publication type: News Item

In a nutshell: GPs believe Practice Based Commissioning is improving its impact on the patient experience and their local community by bringing care closer to patients, according to a newly revised survey published today.

Length of publication: 1 web page

Filed under: Patient Engagement, Patient experience, Volume 2 Issue 1 Tagged: General Practice, High Quality Care for All, Patient and public engagement, Patient experience, survey

7 core domains of patient experience

lucyanderson — Wed, 10 Feb 2010 15:58:11 +0000

Title: Payment to hospitals should over time focus on 7 ‘core domains’ of patient experience

Source: Picker Institute

Follow this link for press release

Date of publication: December 2009

Publication type: Press release

In a nutshell: this press release highlights the seven domains of patient care discussed in a new paper by the Picker Institute. The seven core domains are; consistency and coordination of care; treatment with respect and dignity; involvement in decisions; doctors (confidence, trust and answering questions); nurses (confidence, trust and answering questions); cleanliness and pain control.

Length of publication: 3 pages

Some important notes: Access the full text of the discussion paper by clicking here.

Filed under: Customer care, Patient communication, Patient experience, Patient satisfaction, Press release, United Kingdom, Volume 2 Issue 1 Tagged: Customer satisfaction, Hospitals, Patient experience, Patient satisfaction, Quality Indicators, survey

Further dissemination

lucyanderson — Wed, 10 Feb 2010 15:57:49 +0000

If you think someone would benefit from receiving this posting, please email them the link to this blog and suggest that they sign up to the email newsletter to stay up to date with new content.

Filed under: Volume 2 Issue 1

Patient Experience Horizon Scanning Bulletin: Volume 1 Issue 8

lucyanderson — Tue, 08 Dec 2009 11:17:51 +0000

Posted in Uncategorized, Volume 1 Issue 8

New study to examine benefits of Personal Health Budgets

lucyjprice — Wed, 18 Nov 2009 15:53:08 +0000

Source: Department of Health, 2009

Follow this link for news item

Date of publication: October 2009

Publication type: News Item

In a nutshell: Twenty sites across England have been selected to participate in a study to identify the benefits of Personal Budgets for health and the patient groups who will benefit most from them, Health Minister Phil Hope announced today.

Length of publication: 1 web page

Posted in Customer care, News story, Volume 1 Issue 8 Tagged: best practice

How to champion patient dignity

lucyjprice — Wed, 18 Nov 2009 15:40:32 +0000

Source: Health Service Journal, 2009

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Date of publication: October 2009

Publication type: News Item

In a nutshell: Dignity and privacy are often seen as issues for acute hospitals; but community settings also struggle with them, especially in older buildings.

Length of publication: 1 web page

Posted in News story, Patient experience, Patient satisfaction, Volume 1 Issue 8 Tagged: Customer satisfaction, Patient satisfaction