Sheffield PCT provider services – patient experience study
TCC carried out a thorough review of how Sheffield PCT Provider Services’ individual services measure patient experience. With patient experience becoming increasingly important in the health service, the PCT wanted to make sure they were getting it right. Provider service organisations – such as podiatry, community dentistry and sexual health – were gathering a great deal of data but the PCT was unable to use it to the full because there was no central collection point.
We carried out depth interviews with heads of service across Sheffield. We also reviewed documents and, where appropriate, spent time with staff of the services to see how their patient experience gathering worked in practice. We also carried out detailed senior-level benchmarking interviews to see how Sheffield PCT's practices compared to those used by similar organisations across the country, and to identify best practice.
Our insight work allowed us to produce concrete and realistic recommendations for the provider services unit. We wanted to make sure that they collected all the data they needed for the different audiences and avoided replication, while retaining the freedom for services to fit collection processes to their clients' particular needs.
As such, we suggested that the PCT created a network of patient experience leads in each service, to work with a single individual in the provider services unit. We also recommended that the services used a wider range of insight techniques to meet the particular needs of seldom heard groups.
Last Updated on Thursday, 24 February 2011 10:40