Patient Experience in Primary Care

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

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?

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

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

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 days

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

Questions?

Patient Experience in Primary Care

Patient Experience in Primary Care

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