Patient feedback – a responsible
officer’s view
Nigel Acheson
NHS England Regional Medical Director,
South
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RO regulations relate to the
following categories
• The designated body and the responsible
officer
• Appraisal
• Monitoring performance and responding to
concerns
• Recruitment and engagement
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The role of the patient and the quality of their outcome
and their experience from start to finish is at the heart of
enhanced recovery
Patient feedback needs to be as close to real time as
possible, and to be reflected upon as part of the process
of continuous quality improvement
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Patient experience is of care provided
by teams of individuals working
together
“Patients’ experience of the service can be very different from
what was intended and it would run contrary to the principles of
continuous improvement merely to assume a high quality
experience. Only by providing structured consultation using a
variety of methods can they tell us what works, what doesn’t
and what could be done better.”
Should we evaluate the context in which
an individual is working?
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Patient experience
Concerns about poor patient experience related to the
behaviour and attitude of some medical staff working in
Kaiser Hospitals
Solution?
Patient experience now collected for every patient…..
and linked to pay
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“The most important single change in
the NHS in response to this report
would be for it to become, more than
ever before, a system devoted to
continual learning and improvement of
patient care, top to bottom and end to
end”
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Formal patient feedback
Not enough just to undertake the exercise
Reflection required – Frimley Park have formalised this:
• First thoughts – pleasantly or unpleasantly
surprised?
• Areas of strength/weakness
• What changes to practice are required?
• What development support is required?
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Problems with formal questionnaire
approach
Seen by some as:
Once in a cycle, stand alone process (static)
Compliance activity and burdensome (potentially costly
and no improvement if done this way with no
reflection/action/re-evaluation)
Really want to see this (and appraisal as a whole) as
part of a continual QI process – a view shared by
patients, RCGP and Berwick
(and to develop an assessment of team / context)
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Patient experience – beyond
questionnaires
Patients as self carers, partners or advocates in care –
as individuals and helping with service design – dynamic
patient feedback would be helpful*
At all levels – patient perspective on complaints,
compliments, incidents*
Assessment of teams/individuals
Revalidation – quality assurance of patient experience
elements of appraisal portfolio*
*Leading together programme – Oxford AHSN, Thames Valley and
Wessex Leadership Academy and NHS England – partnering health
care professionals with lay people to work together in organisations
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