Transcript Presentation title

What are patients
telling us?
Vicky Crichton, Cancer Research UK
Representative of the Scottish Cancer Coalition
How do we know?
 'The BIG Cancer Conversation'
 ‘Have Your Say’ event
 Scotland Against Cancer
 Scottish Cancer Coalition
 Better Together
What do we mean by quality?
 What is a patient-centred
approach?
 Why is it important?
 How do we measure it?
Patient-centred care
 Individual
 Customer
satisfaction
 Full impact of
cancer
 Personalised care plan
Patient as partner
 An equal partner
 Choose level of involvement
 Informed choice
 Support
Joined-up, co-ordinated care
 Integrated service providers
 Navigation
 Co-ordinators
 Transitions
 Referral and signposting
Information and support
 Appropriate
 Delivery – who, what,
when, where, how
 Communication skills
 Referral and signposting
 Family, friends, carers, community
What are we not assessing?
 Time to referral
 Late effects
 Non-clinical aspects
 Real life impact
Patient involvement
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Room for improvement
Design and delivery
Better Together
Acting on input
Small changes, big
improvements
 User testing
Quality information
 Altruism
 Catharsis
 Reassurance
 Pride
Scottish Cancer Coalition