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Related Concept Videos

Patient-centered Care01:13

Patient-centered Care

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Patient-centered care involves delivering care beyond inpatient hospitalization. Reflective practice can enhance a patient-centered approach. Reflective practice is a process of reasoning that considers all aspects of the present situation, including practicalities, learning from personal practice, and consideration of patient needs. Patients appreciate care decisions made while considering their input. Involving the patient in their care provides the patient with a sense of contribution rather...
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Nursing Ethical Principles II01:27

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Ethical principles are essential in guiding nurses to fulfill their responsibilities, focusing on the quality of nursing care and decision-making. These principles, including autonomy, beneficence, non-maleficence, justice, and fidelity, shape the ethical framework within healthcare settings.
Consider the following scenario, which illustrates how these principles are applied in the care of Mr. John, a fifty-year-old teacher diagnosed with metastatic liver cancer.
Initially, Mr. John's...
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Ethical Standards II01:23

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Ethical standards are the backbone of nursing practice, guiding nurses as they interact with patients, families, and colleagues. These standards are crucial for providing safe, empathetic care centered on the patient's needs.
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Ethical Standards I01:25

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The American Nurses Association (ANA) created and implemented the first nationally accepted Code of Ethics for Nurses with Interpretive Statements. The Code of Ethics is a living document regularly updated by the ANA and establishes an ethical standard that is non-negotiable for nurses in all roles and settings.
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Ethical Issues01:27

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Nurses are essential in patient care, upholding the ethical principles of their profession and effectively navigating ethical dilemmas. Neglecting ethical issues can lead to inadequate patient care, compromised therapeutic relationships, and moral distress among healthcare workers.
Ethical Concerns in Healthcare:
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Types of Reports III: Telephone and Verbal Reports01:26

Types of Reports III: Telephone and Verbal Reports

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Telephone and Verbal Reports in healthcare settings are two communication methods for conveying therapeutic instructions from healthcare providers to nurses or other healthcare staff.
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Good customer service for patients.

Sam Foster1

  • 1Chief Nurse at Heart of England NHS Foundation Trust.

British Journal of Nursing (Mark Allen Publishing)
|August 16, 2016
PubMed
Summary

The National Health Service (NHS) can enhance patient care by adopting customer service strategies from the private sector. Implementing

Area of Science:

  • Healthcare Management
  • Patient Experience
  • Service Improvement

Background:

  • The National Health Service (NHS) faces challenges in delivering optimal patient care.
  • Customer service excellence in the private sector offers potential learning opportunities.
  • The concept of 'Always Events' is proposed as a method to enhance patient experience.

Purpose of the Study:

  • To explore transferable customer service best practices from the private sector to the NHS.
  • To examine the potential of 'Always Events' in improving patient care and satisfaction.
  • To identify actionable strategies for enhancing the patient journey within the NHS.

Main Methods:

  • Qualitative analysis of private sector customer service models.
  • Literature review on patient experience and service quality in healthcare.

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  • Conceptual framework development for implementing 'Always Events' in the NHS.

    • Main Results:

    • Private sector customer service emphasizes proactive engagement and personalized care.
    • 'Always Events' represent critical, non-negotiable aspects of patient care that must consistently meet high standards.
    • Successful implementation requires a cultural shift towards patient-centricity.

    Conclusions:

    • The NHS can significantly benefit from adopting private sector customer service principles.
    • 'Always Events' provide a structured approach to ensuring consistently high standards of patient care.
    • Continuous improvement in patient experience is achievable through strategic service enhancements.