| Listening and Learning from Patients |
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| Written by Customer Affairs |
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The importance of involving users of the National Health Service in planning and decision making is now fully recognised. This applies to the experience of individuals needing or receiving treatment and care as well as to the expectations of the wider public.
This is not just a political agenda. Being responsive and sensitive to the needs and wishes of patients, their families and carers has become one of the fundamental principles of good health care. The days are gone when patients were expected to do as they were told. From being passive recipients they are now becoming more involved in the decisions that affect them, their families and their communities.
The desirability and benefits of working in partnership are increasingly recognised, but the rising tide of public and individual expectation can seem daunting, even threatening, to hard pressed staff. Effective strategies can help to develop understanding and mutual respect. Listening and learning are the key – listening to and learning from patients – their carers – those who visit our hospitals – the wider public – and, importantly, our staff. We need to show that by working in partnership we can improve our services, improve the experience of individual patients, and at the same time enhance the satisfaction of staff.
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Patient and Public Partnership
