Patient Experience in Primary Care
Lisa Cooper
Assistant Director Nursing, Quality & Safety
24 February 2014
Introduction
• Patient Experience Time for Change?
• Role of NHS England Area Team in Patient Experience
• Complaints/Concerns
• Facts & Figures (CWW Area Team)
• Lisa’s big plan ……….
• Questions
2
Patient Experience Time for Change?
• The Robert Francis Independent Inquiry reviewed care provided by Mid-Staffordshire NHS Trust from January 2005 to March 2009
• Two reports February 2010; 2013
• Second report patient and public empowerment
• Warning signs:
• Increased complaints
• Poor patient experience
• No focus on patients (system wide)
• 290 recommendations – how many related to patient experience?
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Role of NHS England Area Team
• Direct commissioners of Primary Care
• Responsibility to ensure that services commissioned provide patients with a positive experience
• Patient’s advocate for provision of high quality care
• Investigate complaints/concerns raised regarding Primary Care (Nursing Team)
• Demonstrate learning from complaints and how this improves services for patients
• Leadership of the whole healthcare system
• Provide challenge to providers of services regarding quality & patient experience
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Complaints/Concerns
• Anyone can raise a complaint or concern
• Clearly advertised how to make a complaint/raise a concern
• Can go via Primary Care providers or direct to NHS England
• Complaints regulations
• Care Quality Commission registration
• Responsibility to investigate, resolve, learn and improve
• Health Service Ombudsman
• Separate to any legal process
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Facts & Figures (CWW Area Team)
• Since 01 April 2013:
• 188 complaints
• GPs
• Access/clinical care/communication
• Currently 40 complaints under investigation
• Oldest complaint 2011
• Since 01 October 2013:
• All clinically reviewed
• 100% acknowledged in 3 working days
• Average response time 60 working days6
Lisa’s Big Plan ……….
• Decrease response times (25 working days)
• Identification of themes/trends/hot spots
• Identify learning and share across all providers
• Links with medical teams (performance)
• Customer service training for primary care staff
• Involve patients in feedback and learning
• Influence commissioning of services
• Links with CCGs regarding quality improvements in Primary Care
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Questions?
8