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The paper organizes findings into the patient experience in hospitals, concepts and dimensions of patient-centred care, and evidence on effective interventions, including selected approaches and key messages plus supporting appendices and 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Fund seeks to understand how the health system in England can be improved. Using that insight, we help to shape policy, transform services and bring about behaviour change. Our work includes research, analysis, leadership development and service improvement. We also offer a wide range of resources to help everyone working in health to share knowledge, learning and ideas.  \n© The King’s Fund 2008  \nFirst published 2008 by The King’s Fund  \nCharity registration number: 207401  \nAll rights reserved, including the right of reproduction in whole or in part in any form ISBN: 978 1 85717 577 6  \nA catalogue record for this publication is available from the British Library  \nAvailable from:  \nThe King’s Fund  \n11–13 Cavendish Square  \nLondon W1G 0AN  \nTel: 020 7307 2591  \nFax: 020 7307 2801  \n[Email: publications@kingsfund.org.uk](Email: publications@kingsfund.org.uk)  \n[www.kingsfund.org.uk/publications](www.kingsfund.org.uk/publications)  \nEdited by Edwina Rowling  \nTypeset by Grasshopper Design Company  \nPrinted in the UK by The King’s Fund  \nContents  \nList of figures v  \nAbout the authors and acknowledgements vi  \nForeword vii  \nPreface ix  \nIntroduction 1  \nWhat is the issue? 1  \nWhy is it important? 3  \nSources of evidence and methodology 4  \nThe themes 4  \n1 The experience of patients in English hospitals 6  \nIntroduction 6  \nStories 7  \nSurveys 10  \nComplaints 15  \nDiscussion 16  \nKey messages 17  \n2 Making sense of ‘patient-centred care’ 18  \nIntroduction 18  \nHealth service research and the academic literature 19  \nDefinitions of quality 19  \nDefinitions of patient-centred care 20  \nThe dimensions of patient-centred care 21  \nEveryday language used in hospital 22  \nPolicy 25  \nDiscussion 28  \nKey messages 29  \nFurther reading 29  \n3 What do we know about how to improve the experience of patients? 31  \nIntroduction 31  \nA framework for the analysis of factors underlying patients’ experience 32  \nEvidence on the effectiveness of interventions to improve patients’ experience 38  \nSelected interventions 39  \nDiscussion 42  \nKey messages 44  \nAppendix A Research methodologies 45  \nAppendix B The Institute of Medicine’s definition of patient-centred care: a review of the literature 50  \nReferences 54  \nList of figures  \nFigure 1 Patients involved as much as they wanted to be in decisions about  \ncare and treatment, England, 2004, 2005 and 2006 12  \nFigure 2 When you had important questions to ask a doctor, did you get  \nanswers that you could understand? 13  \nFigure 3 Did doctors/other staff talk in front of you as if you weren’t there? 14  \nFigure 4 Information received on discharge from hospital, England, 2004  \nand 2006 14  \nFigure 5 A framework for the analysis of factors influencing patients’ experience 32  \nabout the authors  \nJoanna Goodrich joined The King’s Fund in 2007 to work as senior researcher/ programme manager for The Point of Care programme. Her background is in health and social policy research. Her previous career has included working as a public health information analyst at the Health Development Agency and designing, managing and carrying out research in both public and voluntary sectors, most recently the Multiple Sclerosis Society.  \nJocelyn Cornwell is Director of The Point of Care programme. Previously she was at the Audit Commission, directing value for money studies. In 1999 she was seconded to the Department of Health to lead the team establishing the first national health inspectorate in England and Wales, the Commission for Health Improvement (CHI). Later, as Deputy Chief Executive at CHI, she was responsible for the design of the review methodologies, research and evaluation. As Acting Chief Executive, she managed the transition from CHI to the Healthcare Commission. Jocelyn is the Chair of Connect, the communication disability network, and a trustee of the Mental Health Foundation.","cbCainQcFR0xBQoD","https://ap.wps.com/l/cbCainQcFR0xBQoD","pdf",563970,76,"English","# Introduction\n## What is the issue?\n## Why is it important?\n## Sources of evidence and methodology\n# The themes\n## 1 The experience of patients in English hospitals\n## 2 Making sense of ‘patient-centred care’\n## 3 What do we know about how to improve the experience of patients?\n# Appendix A Research methodologies\n# Appendix B The Institute of Medicine’s definition of patient-centred care: a review of the literature\n# References","[{\"question\":\"What main problem does the review paper address?\",\"answer\":\"It addresses how the health system can be improved by focusing on how patients are treated and cared for, not only on which medical interventions are offered.\"},{\"question\":\"How does the paper define and analyze patient-centred care?\",\"answer\":\"It reviews health service research and academic literature, provides definitions of quality and patient-centred care, and outlines the dimensions of patient-centred care, including everyday hospital language used to express it.\"},{\"question\":\"What evidence does the paper use to suggest ways to improve patient experience?\",\"answer\":\"It presents a framework for analyzing factors underlying patients’ experience and summarizes evidence on the effectiveness of interventions, including selected interventions and discussion of their implications.\"}]","Seeing the Person in the Patient - The Point of Care review paper - 2008 | PDF",192]