Workshop for primary care clinicians on "managing patient expectations and experience"
This workshop for Primary Care Clinicians was developed to address local needs at primary care level in a patient-focused, sympathetic and systematic way. It builds on our experience with local GPs and practitioners in South West London and has been designed to be flexible and adaptable to different circumstances and issues.
Learning Outcomes
- Improve understanding of patient expectations and experiences in primary care contexts: patient consultations, comments/complaints, patient groups, practice-based commissioning
- Identify ways to make a positive difference as individuals and practices to improving patient expectations and experiences.
Programme
- Personal and practice experiences
- "Easier said than done..." (an attitudes exercise)
- Personal and practice experiences - "the good, the could have been better and the downright awful"
- The evidence base for patient involvement and shared decision making
- Research findings on shared decision making
- IPQ (Improving Practice Questionnaire) and its uses
- National Patient Survey findings
- Other data from local surveys
- QOF outcomes locally
- Managing patient expectations and experiences that lead to comments and complaints
Example Scenarios played out (interactive video)
- Practice nurse's encounter with patient unhappy about her treatment of his leg ulcer
- GP and patient disagree about wording of referral letter
- Patient confused by practice to practice arrangements for diagnostic tests
Group work after each scenario on reactions and responses
- Patient participation - a way forward for your practice?
- Patient participation can help you and your practice
- Ad-hoc participation is OK - some examples
- Establishing a patient participation group?
- What's happening in this area?
- Is patient participation for all practices?
- Small group discussion
Define the opportunity of practice-based commissioning in this locality. Example outcomes:- need to understand what is important to patients in their practices
- Individual practices and the practice-based commissioning groups need patient involvement in deciding on new services and in agreeing how to use savings
- Patients need to be involved in all stages of the process
- Managing patient expectations and experiences in the future?
- Doing it while still achieving goals and targets
- Hopes, fears and expectations for the future
- An action plan for your practice
- Keeping informed
www.mooreadamsoncraig.co.uk includes annotated resources list about public and user involvement and information on complaints handling.
www.publicinvolvement.org.uk provides news and comment about the user dimension of public services