I hope you are well (: I know i've been posting quite a lot but I want to make up for all the time that I was absent! Today I'll be talking about the expectations that patients will have of nurses and of their care and how we as health care professionals can improve the patients overall hospital/care experience! Enjoy!
Patient experiences and expectations
*Expect good standard of care from health care professionals
*Good communication between staff
*respect religious views i.e. same sex care
*Feel safe and be heard
*To be treated with respect and dignity
Health care professionals' expectations
*Correct resources to enable effective nursing
*To be treated with respect and acknowledgement
*Not be abused
*To be respected by other staff
*To be paid
Gaps between Health care professional and patients
*Shortage of staff
*Poor management or teamwork
*Lack of training, communication and experience
*Financial constraints
*Cultural differences
*Lack of equipment
Reducing gaps
*Improve staffing levels and education
*Educate patients
*Make patients more proactive in their care
*Reduce paperwork?
*Increase health promotion
*Increase awareness of risks of treatments
*Decrease use of jargon
Main focus of complaints
-Attitude of staff
-Communication failures
-Poor standards
Rights of patients
-To have complaint dealt with efficiently and properly investigated
-To be made ware of the outcomes of the investigation
-To take complaint to independent ombudsman if not completely satisfied
-To receive compensation if harmed
-Make a claim for judicial review if directly affected by unlawful act
How can health care professional engage effectively with patients to improve handling of complaints and improve quality of care delivery?
-Attend to complaint
-Listening and noting
-Checking needs regularly
-Knowledge and understanding
-Communicating
-Patient needs to be kept informed
-Try to resolve internally and not going to the media
-Know your boundaries as a student
-Understand patient expectations and get to know them when admitted
-Be open minded
-Support
-Explain complaint procedure
-Patient understands his/her right and responsibilities
-Have an awareness of advocacy services
Responding to complaints
-Apologise
-Ensure that it won’t happen again
-Decide how serious the issue is and how likely it is to reoccur
-What can be learnt?
Why feedback is important…
*Tells you what is working
Helps you to identify the problems and risks and prevent them from worsening
*Highlight opportunities for staff development
Brief introduction to NICE
*An organisation set up in 1999
*Decides which new drugs and treatments should be available on the NHS (I'll probably discuss this is more detail in a later post so keep your eyes peeled!)
Above all...
And that's it!!! I hope you have enjoyed this post! I'll try to post as much as possible. Time is very limited for me at the moment but I will do everything I can to give a weekly update AT LEAST!! (: Enjoy your day!
Emily
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