Patient Experience

Patient experience and patient safety is a crucial part of quality healthcare provision. DScribe supports its NHS customers in delivering this by enabling the turnaround of clinic letters within hours, Trusts can safely offer the best in patient care which is good for patients, clinicians and GP’s alike.

What Matters Most to NHS Patients?

The Government has made it clear that the patient experience is a crucial part of quality healthcare provision. The NHS Constitution, the Outcomes Framework 2011/12 and the NICE Quality Standards for Experience and Mental Health Experience all reinforce the need for patient-centred care.

‘What Matters To Patients? Developing the Evidence Base for Measuring and Improving Patient Experience’ is a study commissioned by Department of Health (DoH) and the NHS Institute and undertaken by King’s College London and The Kings Fund in 2010. What it demonstrated was that the patient of today has very different expectations than those of just a generation ago.

Patients are putting increasing demands on medical professionals about all aspects of their care. They expect higher standards, more information, more involvement in decisions about their treatment, and demand more access to the latest treatments. What is more, the DoH study showed that relational aspects of care – eg, dignity, empathy, and emotional support – are equally as important as ‘functional’ aspects – eg, access, waiting, food and noise. With people living longer, and the population growing, one can imagine the strain on the health service to keep up with expectations.

Emerging technologies have the potential to make care more efficient and personalised and to help generate and share knowledge to improve outcomes for patients. One of these technological advances is the type of software and services that DScribe have developed with the NHS, for the NHS. Since our solutions have a positive impact across the departments – Finance, HR, IT, Clinical Managers or Medical Secretaries – we hear praise from the CEO to the clinical secretary.

To give you a recent example: A clinic secretary at Kings College wrote an email to our QA and Workflow department that said “BIG THANK YOU…… You have an amazing service!!! “. The secretary was taking annual leave and wanted to get her clinic referral letters out to patients faster than the usual DScribe average of 24 hours. It took DScribe 3 hours from start to finish.
Although the patients would not have known or be concerned about the secretary’s leave, their experience would have been positive and their treatment timely. When the NHS is encouraging feedback online, this sort of ‘customer service’ is key for the marketing of services by the Trusts.

The NHS Problems We Address
  • Patients have their referral letters within 24 hours from seeing a practitioner
  • Post-clinic letters can be with patients and GPs within 48 hours which means treatment plan is known and acted upon more quickly
  • We ensure error-free correspondence as all information is linked with the Patient Administration System (PAS)
  • Trusts receives positive feedback from patients on surveys, social media and Trust websites
  • Increased trust and use of the hospital that, ultimately, increases revenue