![]() ![]() Identify which sorts of patients you would like to hear from (for example, current or recent) and from where you will draw your sample (perhaps your own records, or from a local support group).This can help illustrate the implications of how things are done, such as the way clinics are organised, or of problems such as delays, poor communication, or the need to chase and follow up health care providers if care is not running smoothly. Patient stories can also help the organisation understand how health care fits into the patients’ wider life – for example, what happens between episodes of care. ![]() The resulting stories can have a very powerful impact on staff. Stories can also be used to explore how patients feel about what happens to them – the impact of particular care ‘touchpoints’ on them. You can use patient stories to help you understand the patient journey – asking patients to talk you through what happened to them, where, when and with whom. ![]() The approach is familiar to health care organisations as most organisations already have in place a mechanism for gathering people’s stories, and boards tend to be familiar with the experience of hearing patients’ stories. They can also be used to capture the reflections of family members after the care experience, and can be collected at an appropriate time for the family. They can also work well for particularly sensitive care experiences, such as end-of-life care, where it may not always be appropriate to shadow patients. Patient stories can help clarify care experiences where there is not a dynamic pathway or a recognisable journey. In PFCC, patient stories complement the shadowing process well. Patient stories are gathered by interviewing patients directly, face-to-face or by telephone, to gather their insights on the care they have received. Patient stories can be an important component in understanding what has happened to a patient, in conjunction with their perceptions of the health care they have received. ![]()
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