The website of the Clinical Services Journal

The patient experience: an important element of care

It is vital that patients have trust in the healthcare system as they interact with it, says Kate Woodhead RGN DMS. She highlights the need to address patient experience and discusses recent moves, such as ‘Martha’s rule’, to address the power imbalance in healthcare.

An essential part of good quality healthcare should be focused on the patient experience. Healthcare itself often proclaims that it delivers ‘person-centred care’ – but is that really so? A heart wrenching interview on Radio 4’s Today programme with the mother of a young person who died of sepsis, which was not recognised, once again brought to a large audience the fault lines which pervade some aspects of care. The interview with Merope Mills highlighted the campaign for healthcare to adopt ‘Martha’s rule’ which would enable relatives and carers an escalation of worries to a team not immediately involved in the patient’s care for a second opinion.1 Some hospitals have reduced the number of cardiac arrests by developing a team of critical care nurses who can answer a ward nurses’ worries, or a relative with concerns about deteriorating patients by visiting and taking appropriate action. Martha’s rule is supported by the Department of Health in England, but has not yet been formulated into a national policy initiative. 

Improving patient experience is not an easy ask. It needs effective leadership and a culture that accepts adaptation together with good data collection to measure and learn from patient feedback. There are many English Trusts for whom this is a step too far and with the development of the new integrated organisations, it is not clear where patient experience will fit. The concept of patient experience should be everyone’s business in clinical and healthcare leadership and learning should be enabled to ensure that negative feedback is identified, and systems reviewed with solutions implemented. 

Patient experience, quality improvement and patient safety

Log in or register FREE to read the rest

This story is Premium Content and is only available to registered users. Please log in at the top of the page to view the full text. If you don't already have an account, please register with us completely free of charge.
Register

Upcoming Events

Advancing Ultrasound Probe Decontamination Study Day

Horizon Leeds, 2 Kendall Street #3rd Floor Leeds LS10 1JR
12th March 2024

Webinar: How to be Compliant and Sustainable In Healthcare

ONLINE
19th March 2024 & 21st March 2024 10 am CET time o

POCT Innovators: The Power to Disrupt Series

Cloth Hall Court, Leeds. UK
20 March, 2024

Central Sterilising Club - Annual Scientific Meeting 2024

Crowne Plaza at Gerrard’s Cross
15th April 2024 – 16th April 2024

DECON UK 2024

National Conference Centre, Birmingham
17th April 2024

Infection Prevention & Control

National Conference Centre, Birmingham
23rd - 24th April 2024

Access the latest issue of Clinical Services Journal on your mobile device together with an archive of back issues.

Download the FREE Clinical Services Journal app from your device's App store

Upcoming Events

Advancing Ultrasound Probe Decontamination Study Day

Horizon Leeds, 2 Kendall Street #3rd Floor Leeds LS10 1JR
12th March 2024

Webinar: How to be Compliant and Sustainable In Healthcare

ONLINE
19th March 2024 & 21st March 2024 10 am CET time o

POCT Innovators: The Power to Disrupt Series

Cloth Hall Court, Leeds. UK
20 March, 2024

Central Sterilising Club - Annual Scientific Meeting 2024

Crowne Plaza at Gerrard’s Cross
15th April 2024 – 16th April 2024

DECON UK 2024

National Conference Centre, Birmingham
17th April 2024

Infection Prevention & Control

National Conference Centre, Birmingham
23rd - 24th April 2024

Access the latest issue of Clinical Services Journal on your mobile device together with an archive of back issues.

Download the FREE Clinical Services Journal app from your device's App store

Step Communications Ltd, Step House, North Farm Road, Tunbridge Wells, Kent TN2 3DR
Tel: 01892 779999
www.step-communications.com
© 2024 Step Communications Ltd. Registered in England. Registration Number 3893025