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  • Toolkits - Picker Institute Europe
    us Picker Results Picker Deutschland Share this Tools Resources Toolkits Toolkits Picker Institute Europe develop surveys and toolkits to assist organisations in understanding views and experiences of their patients service users and staff Some of these are available to licence please scroll down the page to view available toolkits Health Visiting Patient Experience Toolkit Are you a health visiting lead Do you want to understand the experiences of your service users to help improve services and provide valuable feedback to your board staff commissioners patients and the public Our free toolkit is available to all providers of health visiting services in England The toolkit has been provided by NHS England in collaboration with Picker Institute Europe To have free access to the toolkit each service provider will need to complete a licence agreement with Picker Institute Europe The toolkit comprises the following comprehensive guides and documents to allow providers of health visiting services to implement the survey themselves Survey Implementation Guide Sample Compilation Guide Mailing Letters Questionnaire Data Capture Instructions Data Entry Template Data Analysis Interpretation Guide To continue please register your details to complete a licence agreement or log in below Log in Register Talk to us about Person

    Original URL path: http://www.pickereurope.org/tools-resources/toolkits/ (2016-02-12)
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  • "Employers have to get the balance right; empowering and motivating their team to do and be better." Dr Andrew McCulloch - Picker Institute Europe
    continuing training can have a significant positive or negative impact on both parties Equally they are issues that neither individual staff nor patients have the power to alter or improve Therefore for health and social care staff experience to be truly understood a complex web of factors must be appreciated Perception bears massive influence on experience and in this case how staff perceive themselves their roles their employers and in turn their own value Since it is neither visible nor tangible to others monitoring staff feedback is key to understanding such perceptions and preventing them from becoming ingrained warped or worse impacting an individual s morale and or productivity This is about how the individual sees themselves in terms of their job the organisation and their relationship to the organisation s culture Without measuring staff feedback there is no way to truly understand the reality of their experience and no objective to benchmark it against Instead employers just come to see their team as being either satisfied or dissatisfied without any recollection of why or more crucially what they can do to change this For measures to be accurate and actionable a high feedback response rate is key as is a consistent spread of data to draw from Without either it is impossible to determine a majority opinion or observe changes and trends as they emerge over time Wellbeing is also a pivotal piece of the healthcare staff experience landscape Left ignored it can not only make or break this experience but the quality of the care delivered Healthcare is essentially a human business where the staff are core to productivity When you consider this and the fact that the current percentage of sickness related absences in the NHS can stand at 5 6 the value of wellbeing and stress management becomes clear This can be compared with for example medium sized charities like Picker where absence is less than 1 often much less Prioritising staff wellbeing could not only go a long way towards cutting the organisational sick rate but increasing productivity and delivering better care for patients It s also important to set realistic expectations both on the individual and the organisation Some jobs are naturally more stressful than others while it can be better managed it can not necessarily be removed It stands to reason that taking responsibility for another life would be more stressful than roles with no human impact But if you select the right workforce and nurture them accordingly naturally stressful environments do not have to affect contentment levels The difference can be as simple as providing an additional layer of support by making more time to check on an employee s work load or by providing fora for staff discussion and support With any workforce in any environment support is key and underpins staff empowerment wellbeing and morale Each one directly impacts the other playing an equal role in the staff experience Air traffic control is sometimes quoted as the most stressful job

    Original URL path: http://www.pickereurope.org/news/blog/healthcare-employers-get-balance-right-empowering-motivating-team-better/ (2016-02-12)
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  • A&E waiting time targets are being missed, but does this single measure of quality tell the whole story? - Picker Institute Europe
    elderly the very young and the chronically ill leading to increased pressures on the health service and on A E units during this season This seems to add up to a message of doom and gloom However we should still bear in mind that despite skyrocketing pressures on A E in the last decade when the number of attendances has increased dramatically from 16 5 million in 2003 2004 to 21 8 million in 2013 14 marking a rise of 32 overall public satisfaction with the NHS has not diminished 4 It is however worth noting that the survey of the British Social Attitudes did not investigate the specific experiences of recent users of healthcare services As highlighted by Chris Graham Director of Research Policy at Picker Institute Europe the majority of the improvement in results from 2013 to 2014 is attributable to people who have not used services recently 5 Whilst increasing waiting times are a serious concern and a reflection on the burden being placed on the NHS this do not necessarily mean the overall quality of care has significantly decreased Of course waiting times are important but they re not the most important factors determining service quality for patients We should be at least equally mindful of other aspects such as whether patients and service users are experiencing effective treatment as delivered by trusted professionals continuity of care and smooth transitions emotional support empathy and respect involvement of family and carers attention to physical and environmental needs and the receipt of clear comprehensible information For many patients these issues are stronger determinants of quality than waiting alone 1 Barnes S 2015 January 6 A E performance at all time low as emergency admissions peak Health Service Journal Retrieved from http www hsj co uk news acute care ae performance at all time low as emergency admissions peak 5077973 article VOMfH msWPU 2 Triggle N 2015 April 7 A E waiting in England hits new worst level The Guardian Retrieved from http www bbc co uk news health 32202587 Clover B 2015 April 1 Exclusive 26 trusts responsible for half of national A E target breach Health Service Journal Retrieved from http www hsj co uk acute care exclusive 26 trusts responsible for half of national ae target breach 5083848 article VSUlvfnF PU 3 Blunt I 2014 July 1 Focus on A E attendances Why are patients waiting longer http www nuffieldtrust org uk sites files nuffield publication 140724 focus on ae attendances pdf 4 The King s Fund 2015 January 29 Public satisfaction with the NHS in 2014 Retrieved from http www kingsfund org uk projects bsa survey 2014 5 Graham C 2015 January 30 Public satisfaction with the NHS is rising but will care experiences follow suit Retrieved from http www pickereurope org news blog public satisfaction nhs rising will care experiences follow suit Tags A E NHS Quality Waiting Times See Also Individual health systems may have different policies but the core principles are always

    Original URL path: http://www.pickereurope.org/news/blog/ae-waiting-time-targets-are-being-missed-but-does-this-single-measure-of-quality-tell-the-whole-story/ (2016-02-12)
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  • A changing government but the focus needs to remain on person centred care - Picker Institute Europe
    recent infographic In recent years the concept of person centred care has gained considerable momentum at policy and political level The Conservatives themselves campaigned on the slogan No decision about me without me popularised by Harvey Picker during the 2010 General Election In the last Parliament initiatives focusing on patient experience included the launch of the Friends and Family Test aimed at increasing the profile of patient feedback within the NHS Whilst this has become valuable as a way of gathering patient comments and targeting local improvement the Test has proven to be an unreliable tool for comparison between trusts and national surveys have shown that there remains substantial scope for improvement on patient involvement in health services Another feature of the previous parliament was a laudable focus on measures to promote whole person care and mental health such as the No health without mental health strategy launched early in Parliament However this was offset by pressures on mental health funding and on welfare benefits for many users From today the recent era of coalition comes to an end For the next five years what is the new Conservative majority proposing to do to improve patient experience of care Based on the Conservative manifesto we can expect a continued focus on making the NHS more person centred For instance the Conservatives reiterate their commitment to patient centred care Specific attention is paid to increasing funding and improving access to and integration of services which are of course closely intertwined issues The Conservatives have committed to meeting the Steven s challenge from the Five Year Forward View regarding the extra 8bn of funding for NHS by 2020 Secondly their manifesto strongly supports the establishment of a 12 hours per day seven days per week access to healthcare services to be delivered via big increase in numbers of GPs and nurses Finally it s worth noticing an effort for improving mental health care by increasing funding and enforcing new access and waiting time standards Will these planned policy actions improve people s experiences care Only time will tell But a new baseline will be set on the 21 st of May when the 2014 NHS Inpatient Survey will be published and the experience of tens of thousands of patients scrutinized Should this survey continue to highlight room for improvement regarding communication involvement and coordination three of the areas of care most important to patients and their families then we urge the government to focus on identifying new action for improving these crucial aspects of patient care View our infographic highlighting the key patient experience challenges ahead here See Also There s nothing shared about a patient s choices Dr Andrew McCulloch on Shared Decision Making When I think of the word shared I instantly envision balance and more specifically an equal balance of whatever is being shared Yet in the case of shared decision making in healthcare this is not only not a true reflection of the doctor patient relationship but a

    Original URL path: http://www.pickereurope.org/news/blog/a-changing-government-but-the-focus-needs-to-remain-on-person-centred-care/ (2016-02-12)
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  • A person centred approach is the key to success for Labour’s mental health policy - Picker Institute Europe
    health and social care system reducing waiting times avoiding service closures properly remunerating staff and making a serious attempt to tackle the causes of ill health as proposed by the Marmot review economic inequality substance abuse excessive consumption of sugar and insufficient exercise Even more interesting has been the party s focus on mental health issues The Labour delegates agreed on giving mental health provision higher political priority and to create the post of the Shadow Minister for Mental Health to this specific purpose Such a decision was taken as a result of longer waiting lists lack of funding shortage of healthcare workforce and facilities following the loss of 3 300 specialist mental health nurses and 1 500 mental health beds and the plans to reduce the proportion of the budget spent on mental health for 2015 16 by 50 of the 130 CCGs At a fringe event organised by the mental health charity Mind the newly appointed shadow minister for mental health Luciana Berger argued that the fragmentation of health services as set out in the current legislation make access to mental health care almost non existent for many people As the panel discussed a lack of integration of services also means that a patient s treatment is often left to the discretion of the first point of contact with the consequence that patients with mental health illnesses can miss out on the opportunity and the right of receiving the treatment most suitable for them Although the focus on mental health and the creation of a shadow minister post dedicated to it is laudable a clear plan or policy priorities to tackle poor mental health provision were not suggested From the work and experience of Picker Institute Europe we know that understanding mental health experiences is crucial and therefore

    Original URL path: http://www.pickereurope.org/news/a-person-centred-approach-is-the-key-to-success-for-labours-mental-health-policy/ (2016-02-12)
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  • "Individual health systems may have different policies, but the core principles are always the same" - Picker Institute Europe
    location to location but the core principles are always the same There is no one size fits all approach to healthcare you have to deliver the best possible care for the individual which means tailoring any treatment programme around their unique needs and preferences This is not only something that at Picker Institute Europe we acknowledge but it is embedded in the fabric and lies at the heart of our charitable mission to improve health and social care quality for all As we continue to grow both in reach and impact so too do our organisational objectives aiming to affect change and sustainable improvement not just in the health and social care jurisdictions where we have already worked for many years but more widely Not only is there an opportunity to transfer learnings from the UK and Germany and make a difference to other healthcare systems but there is equally much to be learnt from the ground breaking insightful research being conducted in the patient experience in other countries However for this knowledge transfer across healthcare systems to be converted into sustainable improvements in care quality and service delivery a more strategic and cohesive approach to person centred and experience in Europe is required Keen to drive a wider discussion around this subject with key researchers and opinion formers from across the continent last summer saw us host an International Patient Experience Research Semina r Bringing together representatives from Spain The Netherlands England Wales and Germany for a two day event One of the main themes to emerge from the discussion was that not only is person centred care a necessity for any successful high quality health care system and a subject of universal interest but it s an area where there are distinct inconsistencies and differences of approach from which we can learn One of the prerequisites identified as necessary to deliver service improvement is more clarity on the research agenda Following the seminar the Picker Institute will take forward and share the learnings gained with the objective of building on them in the future with further meetings around implementation and ultimately forging concrete partnerships that will allow the research to be translated into practice As exemplified in the Picker Principles of Care there are lots of different aspects to person centred care that encompass any individual patient experience During the course of the seminar many of these were highlighted as problematic with improvements needed in areas including empowerment shared decision making family involvement and information provision During the course of the seminar we discussed how this research agenda could best be shaped to support the translation of aspirations in each of these areas of person centred care into reality potentially across Europe The report we are publishing today highlights those discussions and forms a starting point for future relationships which over the coming months and years will lead to research partnerships as we share knowledge and work with each other patients managers researchers and clinicians alike to improve

    Original URL path: http://www.pickereurope.org/news/blog/individual-health-systems-may-different-policies-core-principles-always-work-best-structured-around-serve-patients/ (2016-02-12)
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  • Does the answer to sustainability in the NHS come as equally from quality as it does from efficiency? - Picker Institute Europe
    be defined or sometimes unfortunately just labelled from a clinical perspective the challenges and needs of those living with a long term condition or caring for someone that is are unique to the individual their family and or their carers In this way they become the experts on living with the condition Yet in general policy makers are still not delivering on plans to create and develop opportunities that routinely involve these groups in the design and delivery of care pathways Nor do they systematically invest in developing further national level initiatives that support an understanding of people s care needs and experiences In areas where this is happening the results have been encouraging and the potential impact is significant in terms of both the improved quality and the increased efficiency and effectiveness of services Examples include NHS England recently supporting approaches taken by NHS acute trusts like Blackpool Teaching Hospitals NHS Trust to use the Always Events TM initiative to co design more effective and efficient care processes that improve care for specific patient groups or in specific care settings There are now plans to support the roll out of this across the NHS The NHS national survey programme that regularly gathers general feedback from patients about the care they receive has been used to good effect to improve experiences of many key transactional elements of care in the last decade However the results could be deemed as being relatively under utilised For example each of the national survey programmes outside of the mental health survey offer respondents the opportunity to self report whether they are living with a long term condition or multiple conditions and the nature of these This means the results could be used to represent at a local and national level the care experiences of various groups This would be a powerful and valuable asset in starting to identify how to deliver services that better meet care needs within a resource poor environment At a local level numerous engagement and involvement projects are having a strong impact with provider commissioner and third sector organisations coming together with patients service users and their families to design and deliver higher quality lean care services The recent national Patient Experience Network PEN awards highlighted many of these examples with organisations such as Positively UK recognised for their contribution to supporting those living with HIV through a peer support model that improves emotional wellbeing health literacy in the field of HIV and the ability of those living with HIV to access the correct service when they need it More broadly it supports local commissioners to involve patients in the commissioning pathway and improves effectiveness and efficiency of commissioning decisions If the message that Westminster wishes to give to citizens is that you and your health matters and if we are to realise the reality of a sustainable NHS there must be a unanimous commitment from all parties to address the root cause of capacity and funding challenges A clearer

    Original URL path: http://www.pickereurope.org/news/blog/does-the-answer-to-sustainability-in-the-nhs-come-as-equally-from-quality-as-it-does-from-efficiency/ (2016-02-12)
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  • Re-positioning won’t improve patient safety but cultural change supported by training, staff empowerment and quality infrastructure will - Picker Institute Europe
    to achieve this is to monitor measure and analyse each contributing factor From here it is possible to see where and if each is meeting exceeding or in a lot of cases not meeting expectations Using this evidence into practice model makes it much easier to map a path to improve services and essentially do better Speaking of evidence we only have to look at the recent contaminated baby food case and even the damning negligence revealed in the Saville Investigations to see that patient safety is a growing public concern And rightly so as the results of the recent 2013 Inpatient and Staff survey showed that there is significant room for improvement Some of the key issues revealed were that staff are overworked under supported and not communicating with patients or each other as they should For patients to feel safe they need to not only be informed about their treatment but included in the process Doctors may know the best course of treatment for a patient but patients themselves have an emotional knowledge and sense of self that a clinician could never understand without speaking to them Understanding the value of treating and listening to patients is vital to providing a quality patient experience equally transparency is key The NHS s staff are its most valuable resource so staff wellbeing and support are vital if patients are to receive optimum care and to trust that no harm will come to them while in hospital It stands to reason though that overworked unwell unsupported staff are not best placed to provide this Add to that a perverse culture of the naming and shaming and side lining of whistle blowers and we have sometimes found ourselves in a state where staff are too scared to speak up when they spot a mistake or more worryingly to admit to making one themselves Scapegoating or bullying a staff member for making a mistake or raising the alarm will not stop another event from happening in the future But training staff and putting mechanisms in place that support safety procedures will A staff empowerment campaign targeting everyone from the doctors to the junior nurses and cleaners so that they are not afraid to speak up when a safety issue arises will And advocating strong staff patient communication that ensures that patients are kept as informed about their treatment as they can be will providing the campaign is tackled collectively In each pledge to put patients first continually learn be honest collaborate and support Sign up to Safety not only acknowledges the need to tackle this adverse culture but offers clear guidelines on improvement from the bottom to the top of the service For the campaign to fulfil its purpose and be adopted throughout the service it will need to be supported by training with guidelines set for individual organisations and staff to adhere at all levels Safety is as much for a cleaner or a cook as it is a clinician s responsibility

    Original URL path: http://www.pickereurope.org/news/blog/re-positioning-wont-improve-patient-safety-cultural-change-supported-training-staff-empowerment-quality-infrastructure-will/ (2016-02-12)
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