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The Patient Survey Programme: Transforming the patient experience in Irish healthcare

Byers, Vivienne, Fahey, Daragh, Mullins, Carol and Roe, Carol (2017) The Patient Survey Programme: Transforming the patient experience in Irish healthcare. Administration, 65 (4). pp. 83-99. ISSN 2449-9471

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For more than a decade, health policy in Ireland has pushed the centrality of the patient in the delivery and management of healthcare services, including the development of a National Strategy for Service User Involvement in the Health Service 2008–2013 (Health Service Executive, 2008). More recently, the need to provide a ‘patientcentred’ (Department of Health, 2012, 2013, 2014) or ‘person-centred’ (Department of Health, 2016) service has been a guiding principle of health policy documents. The National Service Plan 2017 (Health Service Executive, 2016) also outlines the importance of increasing the rates of service user engagement and feedback across the health sector. According to the Department of Health (2012, 2016), recent reform of Irish healthcare has been specifically designed to develop a ‘patient-centred’ or ‘person-centred’ healthcare system which will deliver improved patient outcomes and population health. The vision is that of a health service which promotes health and well-being, provides equal access and delivers true value. The national strategy document Future Health emphasises the value of patient centred care and defines it as responding to patient needs, providing timely proactive care and taking account where possible of the individual’s needs (Department of Health, 2012). According to Rathert et al. (2016), although many healthcare organisations seek to implement processes that are ‘patient-centred’, often this is in name only. They suggest two potential remedies evident from a review of patientcentred care: first, to refocus this approach from a set of tasks towards cultivating the development of (healing) relationships between patients and their care providers; and, second, to provide the right kind of environment that supports both patients and care providers in developing and maintaining these compassionate, therapeutic relationships.

Item Type: Article
Subjects: H Social Sciences > HF Commerce > Customer Service
R Medicine > Healthcare Industry
Divisions: School of Business > Staff Research and Publications
Depositing User: Caoimhe Ní Mhaicín
Date Deposited: 17 Sep 2018 10:11
Last Modified: 17 Sep 2018 10:11

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