Improving the Patient and Client Experience (PDF 3.92 MB)

New set of standards aimed at improving patient care

The Protection and Use of Patient and Client Information (PDF 274 KB)

Guidance for the HPSS on the protection and use of patient and client information

Patient Client Experience Standards

Patient Experience is a recognised component of high quality care_. Within the six Health and Social Care Trusts, there is a comprehensive programme of work in place to support the implementation of the Patient and Client Experience standards. Trusts are required to submit quarterly progress reports to the Public Health Agency (PHA) and Health and Social Care Board (HSCB). This report sets out the key findings and highlights the key actions arising from the findings.�

Patient and Client Experience Annual Report 2012-2013

The Patient and Client Experience Annual Report 2012-13 demonstrates that although healthcare is often highly pressurised, all Health and Social Care (HSC) Trusts are ensuring that patient experience remains a priority.The report provides an analysis of the patient and client monitoring including evidence-based statements from patients; highlights areas of good practice within each of the HSC Trusts and outlines areas where further improvements are required to enhance the experience of patients and clients.The comprehensive programme of work undertaken by the six HSC Trusts in conjunction with the HSC Board and PHA to support the implementation of the Patient Client Experience Standards demonstrates a commitment to learn and an assurance to act upon the experience of patients and clients locally and regionally.

5 Standards pocket guide (PDF 3763 KB)

Improving the Patient and Client experience (Print only)

Memorandum of Understanding (PDF 195 KB)

Investigating patient or client safety incidents (Unexpected death or serious untoward harm)

Newry and Mourne New Horizons

This project will introduce a health programme, including an exercise therapy programme to clients experiencing depression so to reduce symptoms and reinforce positive lifestyle changes. By doing this the pharmacist's knowledge of the client group and their specific needs will be increased. It will ensure that people with mental health problems are equipped with the necessary information, support and skills for them to complete a realistic exercise programme.

A Comparative Study of Healthcare Professionals' Attitudes towards Clients with Dual Diagnosis.

The aim of this study was to explore the attitudes of Healthcare Professionals who work in the Substance Misuse Services compared to Healthcare Professionals who work in the Acute Mental Health Services towards clients with a dual diagnosis. A Likert type questionnaire was carried out between the two services, (n=45) from Substance Misuse and (n+54) from Mental Health Services of the multidiscipline teams. The results showed that there was a significant difference between the attitudes of the Healthcare Professionals in both Services. The Healthcare Professionals from the Substance Misuse Services displayed a more positive attitude towards clients with duel diagnosis, than professionals from the Acute Mental Health Services. These negative attitudes may affect the quality of care given to clients with a dual diagnosis. Healthcare Professionals need more knowledge and understanding about effective treatment for this client group. It is important that through collaboration from both services the care and treatment for clients with a dual diagnosis can be at optimal level.This resource was contributed by The National Documentation Centre on Drug Use.

A Process Analysis of Males and Females who Attended a Community Based Addiction Treatment Service: Towards an Expanded Paradigm

A process analysis was conducted in a community - based treatment programme for alcohol abuse. The aims of the study were: to evaluate assessment instruments and measures; to measure change following treatment; to monitor gender differences; to assess the importance of early and current relationships; and to evaluate the effects of therapists. Subjects (n=145, males 83/females 62) completed a semi-structured interview schedule, Severity of Alcohol Dependency Questionnaire (SADQ), Short Alcohol Dependence Data Questionnaire (SADD); General Health Questionnaire (GHQ 12), and Alcohol Problems Questionnaire (APQ). A further three non-standardised self-rated measures were devised by the author. Included was the opportunity to obtain qualitative data. Follow up data was collected at 3, 9 and 15 months following first assessment. The SADD, APQ and consumption measures using detailed drink diaries proved the most relevant assessment measures. Following treatment, there was significant reduction in clients' dependency levels at 3 months, maintained through 9 and 15 months. Key client-rated changes were progress in reducing consumption and alcohol problems leading to a better quality of life and health. Qualitative data augmented these quantitative results. Psychological and acquired cognitive behavioural skills emerged as the main reasons for positive change and the treatment programme was found to have played a significant role in their acquisition. It appears that addressing marital problems can lead to a reduction in alcohol dependency levels. Gender analysis showed that males and females were similar in demographic characteristics, alcohol history details and dependence levels. It was concluded that the differences found did not necessitate different treatment programmes for women. Early family relationships were more problematic for females. Therapist performance varied and that variance was reflected in their clients' outcomes.This resource was contributed by The National Documentation Centre on Drug Use.

A Study to Examine the Attitudes of General Practitioners Towards Drug Users in the North East Region of Ireland

The research examines general practitioners attitudes and how these effect the management of drug misusers within their practice. The methodology is quantitative in approach. The instrument used is a structured postal questionnaire. Participants include all general practitioners within the North East region of Ireland. Anonymity and confidentiality of all respondents are guaranteed. Data was collected over a six week period, under the following headings - attitudes and beliefs, factors influencing treatment, treatment options, training and demographics. Attitudes and beliefs towards drug users were measured using a five point Likert scale ranging from strongly agrees to strongly disagree. The data was analysed with the aid of a computer package, SPSS allowing descriptive statistics to be presented. Results indicate that the majority of respondents are male. There appears to be sympathy towards drug users and that treatment approaches should be holistic. However, there appears to be a major lack of confidence in treating and managing drug misusers. Patient, social and practice factors all influence the decision to the drug misuser. Treatment options are varied, ranging from methadone maintenance to referral for residential treatment. However, a number of respondents offer no treatment for drug misusers. General practitioners do not feel adequately trained in treating and/or managing this client group. Results indicate that improved communication, ongoing education and more research is needed in this area.This resource was contributed by The National Documentation Centre on Drug Use.

The Role and Future Development of the Meals-on-Wheels Service for Older People in Ireland

This report provides, for the first time, a snapshot of the meals-on-wheels service in Ireland and gives a unique insight into client and provider perceptions of the service. The research findings underline the dual importance of the service for clients, who noted that it is a vital source of both nutritious meals and social contact and connectivity to the wider community. From a supply side perspective, the research findings point to the wide organisational diversity that exists within the service and the critical role that volunteers play, as well as highlighting difficulties that many services currently experience.

Personal and Public Involvement (PPI) - Consultation Scheme

The Chief Executive is accountable to the Minister for Health, Social Services and Public Safety for the performance of the Public Health Agency and its staff.The Chief Executive is required to appoint a senior professional at Board level to provide leadership in relation to Personal Public Involvement.� In the Public Health Agency this role is undertaken by the Director of Nursing and Allied Health Professions supported by the Assistant Director for Allied Health Professions and Personal Public Involvement. The Public Health Agency has also appointed a Regional Lead Officer for PPI.This document sets out the PHA's commitment to PPI and�recognises the importance of proper and timely consultation as an integral part of fulfilling its statutory obligation to make arrangements with a view to securing involvement and consultation with service users, their carers, the public and the Patient Client Council on decisions on planning and proposals for change affecting the provision of the health and social care services for which the PHA is responsible the�PHA will endeavour to conduct consultations in a timely, open and inclusive way.