SERAPHIM J. ROSE PATEL

Comment on: People power: how to make better use of patient experience

SERAPHIM J. ROSE PATEL's comment 19-Jul-2012 3:43 pm

I think one of the major challenges in healthcare is the fact that there is such a diverse group of clients and their needs are multi-faceted. Listening to them, their views and not having a pre-defined solution and clients being engaged in the whole systems approach with good leadership should lead to positive outcomes. High contextual understanding of patients experience is the only thing coming over the horizon that can actually give us a better understanding and reshaping NHS for future." I am intrigued to know who the first anonymous writer is . My view is that if one is to make a critical judgement it would be fairer to be transparent who you are and what your expertise is, as then this allows me as well as other readers to understand and accept the validity of the comment made. The article does clearly state "The challenge is how do we analyse the rich qualitative information? How do we gain an insight into what the collective patient experience is? When the NHS in England deal with 1 million patients, every 36 hours, how can we identify then define what the problems are?" What I am offering is my expertise input having worked on many quality, service improvement projects. The second comment is quiet well put, we need to invest and make a judgement call, do we continue as we are OR we move ahead with changes that would lead to better outcomes, however, without investment this would be difficult hence why we need leaders to lead that equates to what the article is saying.