Ian McDowell
Recent activity
Comments (2)
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Comment on: Telling tales could cut complaints
I would love to hear from staff and clinicians at all levels seeking to understand and not just 'rate' patient experience. Please note my new email address is: ian.mcdowell@bothsidesnow.org.uk
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Comment on: Latest scores spark fresh doubt over 'friends and family test'
Princess Alexandra have done a great deal on patient experience recently and I find this data literally incredible. The experts are right. An understandable Coalition emphasis on empowering local decision making in the 'how' of the test doesn't sit easily with an old-fashioned 'league table' approach. And this is the source of the difficulty. From a market research point of view the 'yes'/'no' part of the test is meant to be no more or less than a 'tin opener' to the second element, which is asking the patients why they've said what they've said. This should yield absolutely golden real-time data for CEOs around performance across their organisations. And that's the reason for persevering with something that is fundamentally a very good idea indeed. League tables based on unweighted and inconsistently-sampled data will get us precisely nowhere. To really improve patient experience we need understand and not just 'rate' it.
