Patient voice
We are unclear how the pledge to offer patient ‘more choice and a voice in the system’ will lead a reduction in the health inequalities and would welcome more information on this. Patient reported outcomes and experiences data could be a vital part of improving the patient experience but without more information it is difficult to see how this will work in practice – for example how will the opinions be interpreted and acted on? It is important that any feedback given by patients is used in a timely and appropriate manner with a mechanism in place to catch any trends.
We have concerns about the proposed Patient Power Payments. As described, this policy appears open to abuse with patients able to withhold payments for vexatious reasons. Without a strong mechanism in place to assess feedback and complaints, it is difficult to see how this would operate.
While we agree that fragmentation of services does not benefit any patients – especially those with the greatest needs – it is important that any plan to overcome this issue does not create other problems. In the current system, clinical expertise is often concentrated in large centres to create hubs of excellence where clinicians have deep and broad experience of their area of specialism. Duplication of services at multiple locations can be inefficient and expensive and may require additional workforce that the NHS does not have. Moving services out into the community risks losing these benefits and could see a worsening – rather than improvement – of patient experience.
The proposed introduction of league tables need to be tackled in a cautious way, learning from previous mistakes – both from within healthcare and from other sectors such as education – to make sure the data produced is meaningful and easy for patients to interpret without being oversimplified.
As the Department for Health and Social Care and NHS England are integrated and NHS England is eventually abolished, we welcome any savings made from removal of duplication and plans to design the centre. We look forward to receiving more information about how this integration will occur.