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We need a better model for patient experience measures in the NHS

NHS organisations usually have something like a Quality Assurance Committee which is responsible for gathering and analysing information on service quality. They do this primarily by gathering a range of data, most of which they are required to use and has been created at a national level.

However, we don’t usually consider why these measures exist in the first place – and whether they are fit for purpose. 

Lets take a step back…..

The NHS is a national service which is managed through the Government’s delivery arm – NHS England.

Many of the experience measures that local NHS organisations are required to use such as National Surveys, CQC, Friends and Family Test (I talked about these in an earlier blog here) are there primarily to give assurance to central government that organisations are delivering services that are of a good standard – they allow the government to compare one NHS trust against another.

They therefore tend to:

Nonetheless because their utilisation is performance managed by Government local NHS organisations devote a significant amount of intellectual and organisational energy to establish and maintain systems that analyse them.

I think this means that less attention is paid to questioning whether this information is useful for service improvement and what would work better.

A better way?

Local Health and Care Systems need systems that respond more sensitively to particular services and relationships and empower frontline workers to take action to improve.

Patient experience measures need to reflect the circumstances that people find themselves in and the relationship they have with health services, for example experience measures will vary according to whether:

There are other considerations too – at a local level NHS and Care organisations need experience measures that:

We need a much greater emphasis on measures that empower front line services to improve. There are examples – I do think that Care Opinion provides a useful model – it is:

What do you think?

This blog is based on a talk a gave to a Care Opinion away day earlier this year

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