ABSTRACT
National surveys of NHS patients in the UK have captured patient satisfaction with healthcare services for more than 15 years. Although this data has been valuable in tracking trends over time and for comparison between healthcare services, there have been issues associated with the concept of 'satisfaction' and the lack of clarity regarding the purpose of collecting such data. The shift in focus to capturing patient experience rather than patient satisfaction is regarded as a positive change, particularly for the purpose of improving healthcare services and patient care. This article defines patient experience and describes the various ways that this data can be collected, in particular using qualitative approaches.
ABSTRACT
The King's Fund Point of Care (POC) programme aims to identify and test interventions that can improve patients' experiences of care. "Intentional rounding" is one such intervention, which is being trialled by some of the teams working with the King's Fund on the POC programme. This article explains the principles of intentional rounding and how nurses can use it to ensure patients' essential care needs are met.
Subject(s)
Nurse-Patient Relations , Nursing Staff, Hospital/organization & administration , Nursing Staff, Hospital/standards , Patient Care Planning/organization & administration , Patient Care Planning/standards , Delivery of Health Care/organization & administration , Delivery of Health Care/standards , Humans , Organizational Case Studies , Staff Development/organization & administration , Staff Development/standards , United KingdomABSTRACT
The NHS outcomes framework makes clear that the provision of a 'good experience' of care for patients, alongside clinical effectiveness and safety, is a central goal for the NHS. Developing a comprehensive strategy for measuring patient experience requires a decision about what should be measured and how. This article discusses current policy direction and its implications for practice, and sets out the fundamentals of measuring patient experience.
