Hearing the client voice

Abstract

British Journal of Community NursingVol. 28, No. 1 While’s WordsHearing the client voiceAlison WhileAlison WhileEmeritus Professor of Community Nursing, Florence Nightingale Faculty of Nursing, King’s College London and Midwifery and Fellow of the Queen’s Nursing InstituteSearch for more papers by this authorAlison WhilePublished Online:2 Jan 2023https://doi.org/10.12968/bjcn.2023.28.1.8AboutSectionsView articleView Full TextPDF/EPUB ToolsAdd to favoritesDownload CitationsTrack CitationsPermissions ShareShare onFacebookTwitterLinked InEmail View article References Care Quality Commission. 4000 voices: findings from a survey with people 65 years and over conducted on behalf of CQC by Ipsos. 2022. https://www.cqc.org.uk/about-us/transparency/external-reports-research/4000voices (accessed 16 November 2022) Google ScholarFitzpatrick R, Hopkins A. Problems in the conceptual framework of patient satisfaction research: an empirical exploration. Sociol Health Illn. 1983;5(3):297-311. https://doi.org/10.1111/1467-9566.ep10491836 Crossref, Medline, Google ScholarFitzpatrick R. Surveys of patients satisfaction: I--Important general considerations. BMJ. 1991;302(6781):887-889. https://doi.org/10.1136%2Fbmj.302.6781.887 Crossref, Medline, Google ScholarGP Patient Survey. GP Patient Survey 2022. 2022. https://gp-patient.co.uk/downloads/2022/GPPS_2022_National_infographic_PUBLIC.pdf (accessed 16 November 2022) Google ScholarIliffe S, Manthorpe J. Medical consumerism in the UK, from ‘citizen’s challenge’ to the ‘managed consumer’-A symbol without meaning? Health Expect. 2021; 24(2):182-187. https://doi.org/10.1111/hex.13197 Crossref, Medline, Google ScholarJenkinson C, Coulter A, Bruster S, Richards N, Chandola T. Patients’ experiences and satisfaction with health care: results of a questionnaire study of specific aspects of care. Qual Saf Health Care. 2002;11(4):335-339. https://doi.org/10.1136/qhc.11.4.335 Crossref, Medline, Google ScholarNational Institute for Health and Care Excellence. Shared decision making. NG197. 2021. https://www.nice.org.uk/guidance/ng197 (accessed 16 November 2022) Google ScholarNational Voices. Unlocking the digital front door: keys to inclusive healthcare. 2021. https://www.nationalvoices.org.uk/sites/default/files/public/publications/unlocking_the_digital_front_door_-_keys_to_inclusive_healthcare_report.pdf (accessed 16 November 2022) Google ScholarNational Voices. Carers’ experiences of remote care and support models: learning from the pandemic. 2022. https://www.nationalvoices.org.uk/sites/default/files/public/publications/carers_experiences_of_remote_care_and_support_models_final_25.08.pdf (accessed 16 November 2022) Google ScholarNHS England. Guidance: the NHS Constitution for England. 2021. https://www.gov.uk/government/publications/the-nhs-constitution-for-england/the-nhs-constitution-for-england (accessed 16 November 2022) Google ScholarPatients Association. Why our NHS should listen and be human. 2015. https://joanna678s.files.wordpress.com/2015/02/why-our-nhs-should-listen-and-be-human.pdf (accessed 16 November 2022) Google ScholarPatients Association. Shared decision making from the perspective of clinicians and healthcare professionals. 2022. https://www.patients-association.org.uk/Handlers/Download.ashx?IDMF=338a651c-a25c-4bdb-b220-7ec180e65e73 (accessed 16 November 2022) Google ScholarUK Government. Reading the signals. Maternity and neonatal services in East Kent – the Report of the Independent Investigation. 2022. https://tinyurl.com/yzraah6m (accessed 16 November 2022) Google Scholarvan Dael J, Reader TW, Gillespie AT, Freise L, Darzi A, Mayer EK. Do national policies for complaint handling in English hospitals support quality improvement? Lessons from a case study. J R Soc Med. 2022; 115(10):390-398. https://doi.org/10.1177/01410768221098247 Crossref, Medline, Google Scholar FiguresReferencesRelatedDetails 2 January 2023Volume 28Issue 1ISSN (print): 1462-4753ISSN (online): 2052-2215 Metrics History Published online 2 January 2023 Published in print 2 January 2023 Information© MA Healthcare LimitedPDF download