Patient/Client involvement

The Scottish Government and NHS Scotland are committed to making sure that the views of people who use their services are actively sought, and that these views shape the current and future way services are delivered. This is a central concept in the Healthcare Quality Strategy for Scotland (2010) and Patient Rights (Scotland) Act (2011).

The NHSScotland Healthcare Quality Strategy

Carry out the following activities to find out more about what this means for your team.

Identify the key points for your work setting and use this information in the activities that follow.

Challenges to implementing Patient Focus, Public involvement (PFPI)

One of the challenges that NHS Scotland faces is how to deliver a health service where patients are actively involved in their care rather than being passive recipients. This will require culture changes for staff and patients/clients alike in how they deliver and use services.

What are the main challenges in your work setting to engaging patients/clients as active partners in their care?

What are the processes that are used in your Board/work setting?

Who do you need to involve?

You may want to focus on specific patient or client groups you provide care for e.g. dementia, mental health, learning disability, children and young people, people with cancer.

Make a note of your thoughts in your portfolio, and revisit this activity later in the year, or if you rotate to a new area / team.

You can identify specific learning needs you have in relation to PFPI by using 'A Framework to Support Staff Development in Patient Focus Public Involvement'. As well providing a framework for learning and development, it contains a range of examples of PFPI from practice that can help you with this activity.

Reviewing your knowledge

With your mentor/KSF reviewer, discuss your learning needs in relation to involving patients/clients and gathering and using feedback in your work setting. Identify and agree what you need to learn in order to gather and use patient/client feedback effectively.  This should be reflected in your Personal Development Plan.

Involving patients/clients

Many tools can be used to gain patient/client feedback on their experiences and patient journey in the NHS. Review some of the tools highlighted below and note whether you think they would be suitable for use in your work setting and record the pros and cons of each. Alternatively, there may be a tool that has previously been used in your work setting that you want to consider. Identify any learning and development that you may require prior to using these tools. Then carefully plan with your mentor how you will use the tool in practice.

Some patient/client feedback tools:

  • Using Emotional Touchpoints to learn about the experience of receiving care. This is way of learning about the patient and family experience of being in hospital and using this to help staff recognise and celebrate positive care practices and develop the service.
  • The CCARE Measure is a person-centred process measure that is a quick (only 10 questions), clear and easy to complete patient-completed questionnaire.

Reflecting on collecting feedback

Critically reflect upon the previous practice based activity where you collected patient/client feedback and consider:

  • if the tool you chose fitted your purpose and why/why not?
  • now that you have used the tool to collect feedback, are there changes that you would make to it for future use?
  • do you think that collecting patient/client feedback is a valuable activity for improving  care and services  now you have worked through the process and seen the findings?
  • what aspects of it do you think are valuable for you as an NQP, for the team and for the service?
  • what challenges did you find in collecting feedback and how would you deal with them in future?
  • Would all patients/clients be able to participate in this process? For example, people with dementia, learning disability , communication issues

Add your reflections to your portfolio.

Decide upon dates for reviewing your progress in this area with your mentor.

Add an alert to your Flying Start NHS® portfolio and /or make a date in your diary to revisit Patient/Client Involvement.

What about your experiences as a member of staff

Throughout Flying Start NHS® you are encouraged to consider the experiences of the patients/clients that you and your team/s provide care for. However, it is also important to consider your experiences of providing care, working in a team and the impact that these experiences have on you personally, in your professional role and in the care that you provide.

Go to the 'Improving Employee Experience' page of the NHSScotland Staff Governance website

As the page states:

'Staff who feel engaged, involved and valued provide for a strong workforce and a strong workforce is essential to achieve continuous improvement in delivering healthcare services. It is, therefore, in the interest of NHSScotland, our patients and the wider community that our staff enjoy a positive employee experience and that we all live up to our motto: better employers; better staff; better care'

Consider how feeling engaged, involved and valued impacts on the care that staff provide and select one of the areas of work highlighted on this page - 'Employer of Choice, 'Dignity at Work Project', 'Working Well' or 'A Force for Improvement'.

  • how do the issues addressed by these areas of work impact on you?
  • having looked at this information, are there issues you feel you need to address?
  • how can you address them?

Discuss what you have read and considered with your mentor or a colleague that you feel comfortable with and plan how you will address any issues that you have identified.