1. PROMs and PREMs Thursday 14 th November 2013 Chris Graham (@ChrisGrahamUK)

2. o A not-for-profit organisation that makes patients’ views count in healthcare o We: – build & use evidence to champion the best possible patient-centred care – work with patients, professionals & policy makers to strive continuously for the highest standards of patient experience for all their patients o www.pickereurope.org Picker Institute Europe

3. Why conduct patient surveys? Because “to measure is to know” & “if you cannot measure it, you cannot improve it” 1 To see ‘through the patient’s eyes’ 2 To ‘put patients at the heart of healthcare’ 3 “Patient experience is the most powerful lever [for choice and quality] and will be used for service improvement” 4 1: Lord Kelvin, 1883 2: Gerteis, M., 1993 3. NHS Plan, 2001 4: Lord Darzi, 2008

5. PREMs: patient reported experience o Experience ≠ satisfaction OR outcome o Focus on specific, reportable events o Measure what matters to patients o Results identify areas for improvement… o …and allow comparisons/benchmarking

6. What do patients want? 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

7. Qualitative scoping Questionnaire Design Questionnaire Testing Amending & re- testing

8. Focus Groups to uncover main issues: Patients/users Carers Qualitative scoping Best practice approach Focus on issues that matter to patients Questionnaire Design Cognitive Testing for: Comprehension Question wording and length Recall/importance to patients Design Questionnaire Testing Comprehension Question wording/length Recall/importance to children Design Amending and re-testing

9. Focus Groups to uncover main issues: Patients/users Carers Qualitative scoping Best practice approach Focus on issues that matter to patients/users Questionnaire Design Cognitive Testing for: Comprehension Question wording and length Recall/importance to patients/users Design Questionnaire Testing Comprehension Question wording/length Recall/importance to patients/users Design Amending and re-testing

10. Focus Groups to uncover main issues: Patients/users Carers Qualitative scoping Best practice approach Focus on issues that matter to patients/users Questionnaire Design Cognitive Testing for: Comprehension Question wording & length Recall/importance to patients/users Design Questionnaire Testing Comprehension Question wording/length Recall/importance to patients/users Design Amending & re- testing

11. PREMs examples

13. Good outcome, poor experience? o 29 y.o. 2 nd trimester pregnancy: admitted from A&E after severe abdominal pain. o Ovarian cist - initially misdiagnosed as miscarriage o “lost confidence” in doctors o “Never saw my surgeon” & “wasn’t told the outcome of surgery until two months later” o But... “I’m just fine now” as treatment “definitely fixed the problem”

14. Experience and effectiveness o Limited published evidence o Doyle, Lennox, & Bell (2013): – “patient experience is positively associated with clinical effectiveness and patient safety… the three… should be looked at as a group and not in isolation”. – NB: particularly strong evidence re: link b/w patient experience & adherence to treatment

17. PROMs and PREMs o Complementary approaches: give patient perspective on outcomes and experiences o Easy to measure simultaneously o Users’ views on experience & effectiveness o Move towards more routine collection