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Content ArticleNHS England wants to find out how people would choose to tell the NHS about things that go wrong in healthcare, to help the NHS do things better. NHS England wants to hear from people of all ages and backgrounds, who use all kinds of NHS services. They want to know how people would choose to give feedback if something went wrong in their care, or in the care of someone they look after, so the NHS can learn. NHS England will use what you tell them to help design a new online service to make care better. Click on the link below to find out more and take the survey. Closing date: 31 December 2023
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Content ArticleHealthcare services regularly receive patient feedback, most of which is positive. Empirical studies suggest that health services can use positive feedback to create patient benefit. This study in Plos One aimed to map all available empirical evidence for how positive patient feedback creates change in healthcare settings. The researchers included 68 papers describing research conducted across six continents, with qualitative (n = 51), quantitative (n = 10), and mixed (n = 7) methods. Only two studies were interventional. Most outcomes described were desirable. These were categorised as: short-term emotional change for healthcare workers (including feeling motivated and improved psychological wellbeing) work-home interactional change for healthcare workers (such as improved home-life relationships) work-related change for healthcare workers (such as improved performance and staff retention). Some undesirable outcomes were described, including envy when not receiving positive feedback. The impact of feedback may be moderated by characteristics of particular healthcare roles, such as night shift workers having less interaction time with patients. The researchers called for further interventional research to assess the effectiveness and cost-effectiveness of receiving positive feedback in creating specific forms of change such as increases in staff retention. They also suggest that healthcare managers may wish to use positive feedback more regularly, and to address barriers to staff receiving feedback.
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Content ArticleIn this interview, Derek Feeley, IHI President Emeritus and Senior Fellow shares the work of the Health Improvement Alliance Europe (HIAE) workgroup related to curiosity. He outlines five simple rules linked to complexity theory, which states that if you are trying to make sense of a complex situation, you should create simple, order-generating rules. The five simple rules are: Ask rather than tell. Listen to understand rather than to respond. Hear every voice rather than only those easiest to hear. Prioritise problem framing rather than problem solving. Treat vulnerability as a strength rather than a weakness.
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EventuntilMany health care professionals believe that while critical patient feedback may help improve services, positive patient feedback has no such value. But is that really true? In this, Care Opinion's 21st research chat, we welcome Dr Stefan Rennick Egglestone, who has recently led a review of research on this issue (in press with Plos One). We'll be discussing what the 68 papers in the review can tell us about the real value of positive patient feedback to staff and services. Format Care Opinion research chats are informal and friendly, and last 30 minutes in all. For the first 15 minutes we’ll discuss the research, and then invite your comments and questions via the chat box (or in person if you prefer). Who should attend Anyone with an interest can come along - you don't need to be academic, and you don't need to have read the paper. Just coming along and listening is fine. So do join us! Register for the event
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EventThis conference will focus on measuring, understanding and acting on patient experience insight, and demonstrating responsiveness to that insight to ensure patient feedback is translated into quality improvement and assurance. Through national updates and case study presentations the conference will support you to measure, monitor and improve patient experience in your service, and ensure that insight leads to quality improvement. Sessions will include learning from patients, improving patient experience, practical sessions focusing on delivering a patient experience based culture, measuring patient experience, using the NHS Improvement National Patient Experience Improvement Framework, demonstrating insight and responsiveness in real time, monitoring and improving staff experience, the role of human factors in improving quality, using patient experience to drive improvement, changing the way we think about patient experience, and learning from excellence in patient experience practice. For further information and to book your place visit https://www.healthcareconferencesuk.co.uk/conferences-masterclasses/patient-experience-insight or email aman@hc-uk.org.uk Follow on Twitter @HCUK_Clare #PatientExp hub members receive a 20% discount. Email info@pslhub.org
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Content ArticleThe idea of patient feedback as an essential tool for improving the safety of services is a familiar one. In recent years there has been a more fundamental shift towards recognising patients not just as commentators on the safety of the healthcare they experience, but as contributors to improving the safety of care. In this blog, Kate Eisenstein, Director of Strategy at the Parliamentary and Health Service Ombudsman (PHSO) looks at the ways in which patients and their families contribute to safe care. She also highlights the fact that in many cases, their voices are still being ignored, with catastrophic consequences for individual patients and the system as a whole.
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Content ArticleIn honour of World Health Organization World Patient Safety Day 2023, the Patient Safety Movement Foundation hosted a webinar dedicated to the theme of “Empowering Patients.”
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Content ArticlePeople rely on prescription medication to treat and manage their conditions and keep well. Based on analysis of public feedback from local Healthwatch and from a webform on pharmacies, this blog by Healthwatch England highlights the challenges people face when trying to get prescription medication. It outlines the following key issues: Shortages of medication Delays in getting repeat prescriptions issued Shortages of staff Closed pharmacies
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Content ArticleIn this guest blog for the Patient Safety Commissioner's Office, Rachel Power, Chief Executive of The Patients Association describes progress that has been made in engaging patients in healthcare since the publication of the Patient’s Charter in 1991. She highlights the results of various surveys and reports by The Patients Association that show a mixed picture of how well patients are being engaged in their care. She also looks at barriers to patient-centred care and shared decision making that need to be addressed. The blog ends with calls to the health system to: Enhance provision of information to facilitate patient/professional conversations Support patients to ask questions and participate in decisions Support patients to understand treatment options and consequences Promote consistency of care across different patient groups Strengthen accountability for treatment decisions and complaints Improve accessibility of medical records Provide resources to help patients understand medical language Provide comprehensive training in shared decision-making Support consistent shared decision-making practices among clinicians Create a culture of shared learning among healthcare staff.
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Content ArticleNHS England is undertaking an audit of NHS specialised hospital services for patients with complications of mesh inserted for urinary incontinence and vaginal prolapse (Mesh Centres) and would like to hear from women who have had Mesh implanted. They'd like to hear from women who have had, or have considered having treatment for their Mesh complications, both surgical (mesh removal) and non-surgical treatment (including physiotherapy and pain management, for example). As part of the audit, Sally Cavanagh who works for NHS England was asked to team up with Kath Sansom from Sling The Mesh and Paula Goss from Rectopexy Mesh Victims & Support, to develop the survey. It is designed to capture feedback about how women reached the decision to seek, or not seek surgical Mesh removal, how they made their treatment decision and their experiences with health services and health staff involved in their treatment for complications of Mesh. The deadline to submit the survey is midnight Wednesday 11 October 2023.
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Content Article
This is part of our series of Patient Safety Spotlight interviews, where we talk to people working for patient safety about their role and what motivates them. James talks to us about the value of patient feedback in boosting morale and enabling organisations to make real patient safety improvements. He also describes the power of the unique perspective patients have on safety, and asks how we can use this insight to shift culture and provide safer care. -
Content ArticleThere is widespread variation in the instance and quality of meaningful patient involvement across the 42 Integrated Care Systems (ICSs) of NHS England. This is seen throughout the structures, policies and processes of the ICSs, from the omission of patient representatives on decision-making bodies—such as Integrated Care Boards (ICBs)—to the neglect of clear consultation when decisions are made concerning a patient’s care. This report present the results of research and analysis conducted by the Medical Technology Group (MTG). It shows that where a patient lives is the biggest determinant to whether they are involved in their care meaningfully, or at all. It makes recommendations for the Government, NHS England and ICS's on the approach that should be taken to ensure meaningful patient engagement.
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EventuntilOnline patient feedback, as mediated through the national platform Care Opinion, has turned out to be both information for, and intervention into, the healthcare system. As online feedback becomes normalised across health services, this raises a new question: is online feedback relevant only at an operational level, or also at a strategic and policy level? This webinar will explore what we already know from research about Care Opinion as information and as intervention, and explore how it is already being used to support system-level initiatives in Scotland and Northern Ireland. The webinar is hosted by the Person-centred Care Team in the Scottish Government, in partnership with the Northern Ireland Public Health Agency and Care Opinion. Who should attend This webinar will be of interest to anyone concerned with improving healthcare quality, safety, culture or transparency at an organisation or system level. Programme Download the webinar programme (Word) Register
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Content ArticlePatients are increasingly describing their healthcare experiences publicly online. This has been facilitated by digital technology, a growing focus on transparency in healthcare and the emergence of a feedback culture in many sectors. The aim of this study was to identify a typology of responses that healthcare staff provide on Care Opinion, a not-for-profit online platform on which patients are able to provide narrative feedback about health and social care in the UK. The authors used framework analysis to qualitatively analyse a sample of 486 stories regarding hospital care and their 475 responses. Five response types were identified: non-responses, generic responses, appreciative responses, offline responses and transparent, conversational responses. The key factors that varied between these response types included the extent to which responses were specific and personal to the patient story, how much responders' embraced the transparent nature of public online discussion and whether or not responders suggested that the feedback had led to learning or impacted subsequent care delivery. Staff provide varying responses to feedback from patients online, with the response types provided being likely to have strong organisational influences. The findings offer valuable insight and have both practical and theoretical implications for those looking to enable meaningful conversations between patients and staff to help inform improvement. The authors suggest that future research should focus on the relationship between response type, organisational culture and the ways in which feedback is used in practice.
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Content ArticleDiagnostic error research has largely focused on individual clinicians’ decision making and system design, largely overlooking information from patients. This article in the journal Health Affairs analysed a unique data source of patient- and family-reported error narratives to explore factors that contribute to diagnostic errors. The analysis identified 224 instances of behavioural and interpersonal factors that reflected unprofessional clinician behaviour, including ignoring patients’ knowledge, disrespecting patients, failing to communicate and manipulation or deception. The authors concluded that patients’ perspectives can lead to a more comprehensive understanding of why diagnostic errors occur and help develop strategies for mitigation. They argue that health systems should develop and implement formal programs to collect patients’ experiences with the diagnostic process and use these data to promote an organisational culture that strives to reduce harm from diagnostic error.
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Content ArticleThe UK Government is seeking the views of members of the public on an interim delivery plan to improve experiences and outcomes of people with myalgic encephalomyelitis (ME)/chronic fatigue syndrome (CFS). The consultation asks for views on: research attitudes and education living with ME/CFS language used in relation to ME/CFS The responses will be used to help the Government understand:how well the plan identifies and addresses the issues most important to the ME/CFS community and where further action may be required. This consultation closes at 11:59pm on 4 October 2023.
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Content ArticleIn January 2023, NHS England’s Delivery plan for recovering urgent and emergency services committed the health service to ease the growing pressure on hospitals by scaling up the use of ‘virtual wards’. Also known as ‘hospital at home’, virtual wards allow people to receive treatment and care where they live, rather than as a hospital inpatient, while still being in regular contact with health professionals. This article by The Health Foundation looks at how NHS staff and the UK public feel about the use of virtual wards, based on the results of a survey of 7,100 members of the public and 1,251 NHS staff members. The survey aimed to assess how supportive these groups are of virtual wards and what they think is important for making sure they work well.
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Content ArticleThe NHS Long Term Workforce Plan 2023 is crucial to the long term sustainability of the health service. The National Centre for Rural Health and Care is concerned that the plan has not been 'rural proofed' and makes very few references to rural issues. They are preparing a response and are looking for views about the plan through this survey. The closing date for responses is 4 August 2023.
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Content Article
Patient Safety Commissioner redress project (July 2023)
Patient-Safety-Learning posted an article in Women's health
In 2020, the Independent Medicines and Medical Devices Safety Review (IMMDS), chaired by Baroness Cumberlege, highlighted the avoidable harm caused by both pelvic and sodium valproate. It also set out the devastating impact on people’s lives when patients’ voices go unheard. The Minister for Mental Health and Women’s Health Strategy, Maria Caulfield MP, asked the Patient Safety Commissioner (PSC) to explore redress options for those who have been harmed by pelvic mesh and sodium valproate. The work will focus on what a suitable redress scheme for those affected should look like, to meet the needs of those affected. The PSC will publish a public report of this work. Once the project is complete, the Government will consider the report and set out next steps. The project will engage with patients through: meeting patients and their representative organisations. an online survey to gather views, which will be launched in due course. -
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The UK Covid-19 Inquiry is the independent public inquiry set up to examine the UK’s response to and impact of the Covid-19 pandemic, and learn lessons for the future. In order to fully understand the impact of the pandemic on the UK population, the Inquiry is inviting the public to share their experiences of the pandemic by launching Every Story Matters. It will inform the Inquiry’s work by gathering pandemic experiences which can be brought together and represent the whole of the UK, including those seldom heard. The output of Every Story Matters will be a unique, comprehensive account of the UK population’s experiences of the pandemic, to be submitted to the Inquiry’s legal process as evidence. This toolkit contains information and creative assets that can be used to encourage participation in Every Story Matters. Every Story Matters aims to provide inclusive methods for people to talk about their experience of the pandemic, so anyone that wants to share their story feels heard, valued, and can contribute to the Inquiry. -
Content ArticleImproving experiences and outcomes for children and adults who are autistic or have a learning disability, their families and carers Ask Listen Do resources are designed to: support organisations to listen, learn from and improve the experiences of children and adults who are autistic or have a learning disability, their families and carers make it easier for people, families and paid carers to give feedback, raise concerns and complain.
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Content ArticleThis national data collection project has been commissioned by NHS England (NHSE) and is run by the NHS Benchmarking Network (NHSBN). The aim of the project is to understand the extent to which organisations are complying with the NHSE Learning Disability Improvement Standards, and to identify improvement opportunities. Compliance with these standards requires organisations to assure themselves that they have the necessary structures, processes, workforce and skills to deliver the outcomes that people with learning disabilities and their families and carers, expect and deserve. This project aims to collect data from a number of perspectives to understand the overall quality of care across Learning Disability services. Read summary reports from previous years of the NHS England Learning Disability Improvement Standards project.
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Content ArticleThis strategy sets out how the Care Quality Commission (CQC) will listen, inform and involve people and work in partnership with organisations that represent people. The new strategy will run to 2026 and has four objectives: Build a trusted feedback service where people’s experiences drive improvements in care Create a trusted, accessible public information service designed around people’s expectations and needs Develop an inclusive approach to proactively involving people who use services, their family, carers and organisations that represent or act on their behalf in shaping our plans, policies and products Work in partnership with organisations that represent or act on behalf of people who use services to improve care
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Content ArticleThis report by the charity INQUEST, which provides expertise on state related deaths and their investigation to bereaved people, highlights that families are facing persistent challenges following the death of a loved one in mental health services. Based on conversations at one of INQUEST’s Family Consultation Days, the report shows that families face numerous hurdles during investigations and inquests into their loved ones’ deaths, and that processes are not delivering the change required. The Family Consultation Day heard from 14 family members who were bereaved by deaths in the care of mental health services or settings for people with learning disabilities and/or autism, and had faced or were going through inquests and investigations.
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Content ArticleIn December 2022, Public Policy Projects brought together oncology experts and key stakeholders for a roundtable to discuss how effective partnership working in healthcare environments can reduce health inequalities in breast cancer outcomes. The objective of the roundtable was to create a series of actionable insights and recommendations for health providers to create a more resilient health and care system and, ultimately, improve breast cancer outcomes in the UK. This document is a summary of the key outcomes, insights and recommendations that were generated from the roundtable. It is not an exhaustive report of facilitating and enabling partnerships to tackle health inequalities, but rather a particular view from a group of key sector stakeholders.
