Making person centered care a reality

About the Picker Instituteo Charity based in Oxford and Hamburgo 50 staff with a strong value base and research skillso Quantitative and qualitative research collecting

views from both patients and staffo Research on how to better collect patient

experiences/viewso Policyo Improvemento Based on the Picker principles of patient centred

care

Picker principles of patient centered care

Our work reflects and builds upon the “Picker principles of patient-

centred care”, derived from empirical research

conducted by the Picker Institute in the

USA

Effective treatment delivered by provided

professionals

Fast access to reliable health

advice

Continuity of care and smooth

transitions

Involvement in decisions and

respect for preferences

Clear, comprehensible information and

support for self-care

Involvement of, and

support for, family and

careers

Attention to physical and environmental

needs

Emotional support,

empathy and respect

Current driverso Staffordo Winterbourne Viewo The “crisis of caring”o Industrial model of quality assuranceo Patient empowermento Social changeo Efficiency and effectiveness

Patient feedback is used for: engaging & informing patients & professionals

• Finding out what’s important to patients

• Raising patients’ awareness, expectations & engagement with their own care

• Informing & educating professionals re patients needs & expectations

Patient feedback is used for: engaging & informing patients & professionals

Patient experience surveys are questionnaire programmes that● Ask patients & carers about recent episodes of care● Use questions about events & feelings● Give quantifiable results that are aggregated for

performance management & quality improvement● Can be highly cost-effective means of getting basic

feedback from large numbers of patients● Can support analysis eg by demographics, provider

profile, speciality, ward etc (depending on sample size)● Have been used in England in the National Patient

Survey Programme since the 1990s● Are used globally to measure the quality of healthcare

National surveys of staff and patientso High quality methods

o Large, representative samples

o Strong response rates (typically ~50%)

o Results can be generalised & benchmarked

Audiences & uses for NHS surveyso Patients & public – information & choiceo Providers – management & improvemento Regulators – risk/performance assessmento Commissioners – commissioning choiceso Academic & policy – research & insight

Source: NHS inpatient survey 2012

Source: NHS inpatient survey 2012

Patient feedback is used for designing services & improving quality

% patients receiving as much information as they wanted about their condition & treatment

Source: Southampton University Hospital NHS Trust

Patient feedback is used for designing services & improving quality

Our wider worko Innovating: new approaches to feedback

– Individual clinician feedback– Measuring experiences along pathways– Gathering feedback from children and young people

o Informing debate around user experience– Secondary analysis– Commentary

o Improving understanding and services– Qualitative research– Patient experience reviews (PERs)

Were hand wash gels available for patients and

visitors to use?

When you had important questions to ask a doctor, did

you get answers that you could understand?

Source: NHS inpatient survey 2012

NHS staff and patient experience

80 82 84 86 88 90 92 94 96 98 1002.5

2.75

3

3.25

3.5

3.75

4

4.25

4.5

R² = 0.363167349825522

Score /100: patients having trust and confidence in doctors

(NHS Adult Inpatient Survey 2011: CQC/Picker In-stitute)

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