1. Making person centered care a reality

2. About the Picker Institute o Charity based in Oxford and Hamburg o 50 staff with a strong value base and research skills o Quantitative and qualitative research collecting views from both patients and staff o Research on how to better collect patient experiences/views o Policy o Improvement o Based on the Picker principles of patient centred care

3. 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

4. Current drivers o Stafford o Winterbourne View o The “crisis of caring” o Industrial model of quality assurance o Patient empowerment o Social change o Efficiency and effectiveness

5. 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

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

7. 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

8. National surveys of staff and patients o High quality methods o Large, representative samples o Strong response rates (typically ~50%) o Results can be generalised & benchmarked

9. Audiences & uses for NHS surveys o Patients & public – information & choice o Providers – management & improvement o Regulators – risk/performance assessment o Commissioners – commissioning choices o Academic & policy – research & insight

10. Source: NHS inpatient survey 2012

13. 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

14. Patient feedback is used for designing services & improving quality

15. Our wider work o 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)

16. 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

17. NHS staff and patient experience