measuring patients experience of hospital care
Download
Skip this Video
Download Presentation
Measuring Patients’ Experience of Hospital Care

Loading in 2 Seconds...

play fullscreen
1 / 23

Measuring Patients’ Experience of Hospital Care - PowerPoint PPT Presentation


  • 147 Views
  • Uploaded on

Measuring Patients’ Experience of Hospital Care. Angela Coulter Picker Institute Europe [email protected] Three Perspectives on Quality. Professional: technical competence, clinical outcomes Management: cost-effectiveness, risk management, service development

loader
I am the owner, or an agent authorized to act on behalf of the owner, of the copyrighted work described.
capcha
Download Presentation

PowerPoint Slideshow about 'Measuring Patients’ Experience of Hospital Care' - royal


An Image/Link below is provided (as is) to download presentation

Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author.While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server.


- - - - - - - - - - - - - - - - - - - - - - - - - - E N D - - - - - - - - - - - - - - - - - - - - - - - - - -
Presentation Transcript
three perspectives on quality
Three Perspectives on Quality
  • Professional: technical competence, clinical outcomes
  • Management: cost-effectiveness, risk management, service development
  • Patient: access, responsiveness, communication, symptom relief, health status, quality-of-life
why measure patients experience of health care
Why measure patients’ experience of health care?
  • To assist local quality improvement
  • For national performance assessment
  • For strategic policy-making
  • To build public confidence
  • To inform purchasers
  • To inform patients
  • To compare health systems
measuring patients experience
Measuring patients’ experience
  • Focus on recent personal experience
  • Ask patients about what is important to them (focus groups and interviews)
  • Ask patients to report on what happened, NOT how satisfied they were (surveys)
  • Feed back actionable results
reporting questions
Reporting Questions
  • A&E care disorganised 38%
  • Reason for delay not explained 6%
  • Staff gave conflicting information 23%
  • Doctors talked as if I wasn’t there 30%
  • Had to wait too long for pain medicine 9%
  • Risks and benefits not discussed 24%
  • Not told when to resume activities 60%
picker surveys of patients experience
Picker Surveys of Patients’ Experience
  • Access to care
  • Respect for patients’ preferences
  • Co-ordination of care
  • Information and education
  • Physical comfort
  • Emotional support
  • Involvement of family and friends
  • Continuity and transition
questionnaire development
Questionnaire Development
  • Define scope of survey
  • Review literature
  • Focus groups – professionals and patients
  • Cognitive interviews with patients
  • Two stage pilot testing
  • Validation tests and scale development
implementation
Implementation
  • Random samples of patients
  • Detailed self completion questionnaires
  • Mailed 2 – 4 weeks after discharge
  • Two reminders to non-responders
  • Response rates of 60 - 70%
  • Problem scores and dimensions
patient safety ahrq guidelines
Patient Safety: AHRQ Guidelines
  • Active participation of patients
  • Information sharing
  • Allergies and adverse reactions to drugs
  • Understanding instructions
  • Cleanliness
  • Discharge information and treatment plan
nhs survey of patients with coronary heart disease
NHS Survey of Patients with Coronary Heart Disease
  • Sampled patients with diagnosis of CHD from hospital records
  • Names, addresses from 194 NHS Trusts in England
  • Sample size 112,000
  • Postal questionnaire
  • 84,300 completed questionnaires
  • Response rate 74%
nhs patients survey chd hospital environment
NHS Patients Survey (CHD): Hospital Environment
  • 35% on mixed sex ward (5-76%)
  • 38% bothered by noise (26-54%)
  • 35% said toilets/bathrooms not clean (16-69%)
  • 36% said not enough nurses on duty (23-54%)
did not feel sufficiently involved in decisions about care
Did not feel sufficiently involved in decisions about care

%

National Surveys of NHS Patients. Coronary Heart Disease 1999 (n=84,500)

nhs patients survey chd discharge and transition
NHS Patients Survey (CHD): Discharge and Transition
  • 34% no written information about recovery (5-53%)
  • 39% no advice on prevention (10-55%)
  • 32% no advice on resuming normal activities (10-53%)
  • 31% said home circumstances not taken into account (18-45%)
patient surveys should be
Patient Surveys Should Be:
  • Relevant to patients’ concerns
  • Relevant to policy goals
  • Actionable
  • Timely
  • Comparable
  • Methodologically sound
  • Accessible
national vs local surveys
Local surveys

Locally ‘owned’

Locally relevant

Shorter time-scale

National surveys

Consistent methodology

Cost-effective

Independent of hospital

National vs. Local Surveys
a third way locally organised surveys with national standards
A Third Way: Locally-organised Surveys with National Standards
  • Core set of validated questions
  • Implementation standards and manual
  • Data analysis tool kit
  • National benchmarks
  • Flexibility to add local questions
conclusions
Conclusions
  • Patient feedback is a key element of quality improvement
  • Surveys of patient experience are more useful than patient satisfaction
  • Patient surveys can help to improve safety standards
  • National benchmarks can stimulate improvements
ad