Neil Churchill & Dan Wellings NHS speak on Measuring & understanding how people really feel about the care they receive & demonstrating responsiveness to feedback
Neil Churchill Director of Patient Experience and Dan Wellings Head of Insight NHS England discuss Measuring & understanding how people really feel about the care they receive & demonstrating responsiveness to feedback:
- Demonstrate responsiveness to patients - not just about metrics or the friends and family test but about insight drawn from a number of sources and understanding how that can be acted upon
- Delivering a system wide approach to improving patient experience
- Developments at the NHS England
- From data to intelligent information to insight
- The insight dashboard and an overview of the datasets included
- Improving the quality of real time information
- The development of patient centred outcome measures (PCOMS)
Neil and Dan started the presentation with a look at what insight means?
- Using qualitative and quantitative data to inform what we do
- Using whatever data sources we have - not just surveys but a whole range of market and social research techniques
- Always asking the question, what don’t we know?
- As much an art as science
They also dicussed the Objective of the Insight Startegy stating it is to To establish a clear strategic vision for how the different elements of insight & feedback can complement each other most effectively, to be greater than the sum of their individual parts in giving us a clear picture about what patients and the public think of their NHS services.
Neil has been with NHS England as Director for Patient Experience since April 2013, where he leads improvement work on Domain 4 of the Outcomes Framework, giving patients a positive experience of care. Prior to joining the NHS, Neil had a 25 year career in the voluntary sector, working for organisations including Asthma UK, Age Concern England, Barnardo's and Crisis. Neil was also a Non-Executive Director for NHS South of England and a member of the National Information Governance Board. He is a trustee of the London South Bank University Students' Union and is a Research Fellow for the Smith Institute and recently was appointed on the Advisory Group on public services for Which? He lives in Sussex.
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