Introduction the authors role is a junior sister at the ward.the importance of delivering services that meets the needs, expectation and demands of our customer is not unique in healthcare………
The NMC code by analysing the existing provision for customer expectation and comparing against policy drivers and literature the author establishes what WHHT and our department does well to manage patient expectation and what could be improved.this will ensure that the trust values ( reference) and NHS Constitution (reference) are being met specifically………..
Background and rationale
Offering a service that meets the needs of patients is a part of the professional responsibility of the role, but staff are also responsible for the trust targets and policies and strategies of wider NHS.
Continual improvement in care and its regulation is important. One could include Francis 2013, Winterbourne 2013, Kirk up 2015. Learning from these reports are crucial for all NHS providers not only to facilitate improvements, maintain a thriving service which patients choose above others, promoting custom, financial stability and more opportunities to invest in services, but also to ensure the safety of the public and the people we serve. As such, the author has chosen ………… To be the prime focus of this report into aiming to manage customer expectation.
Could include drivers like NHS Constitutib (2015), understanding what matters (2009), Stainszewska et.al. (2013).
Policy drivers
Drives for patients to have more control and influence of their healthcare have become widespread.
Lord Darzi (2008)
Health and social care Act (2012)
Compassion in practice(DOH,2012) which outlines values for NHS staff to follow and delivery of 6Cs
The NHS Constitution (DOH,2015)
Francis (2013)
Berwick (2013)
Care Quality Commission
Kirk up (2015)
Friends and family test , NHS England (2014)
Every one counts, NHS mandate
NHS outcome framework
West et.al. (2011)
Approach to management of customer expectation
What is currently done in the trust, local
Performance and patient satisfaction is also monitored by trust and its regulators
Feedback to customers
Measurements and tolerances
How do you bring it all together and what are the triggers for change?
Understanding what matters (2009)
Francis (2013)
Areas with less involvement could indicate missing evidence and an area for improvement.
Any health and safety risk can bring in change.
Results obtained can be benchmarked.
Controls and risks
It is important to have controls in place to ensure views are captured from a representative group.
Different data collection methods are more suited to certain people…….. A wide range of styles should be adopted.
Providers need to have a strategy to collect the median view. Other consideration: ethnic groups, age etc.
Conclusion
The aim of this report was to …… The author has learnt …….
To improve, feedback resources should be expanded to include …………
Reflection
As a part of the assignment it is a requirement that a reflection is completed. To facilitate this will use the reflective cycle by Gibbs (1988) or another ( state the reason of choice).
Description, feelings, evaluation, analysis, action plan, conclusion
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