Overview

Great progress has been made in creating awareness of patient experience and promoting its practice in care settings and among commissioners of health and care services. However, the true appreciation and practice of patient experience is yet to be the norm, even in advanced economies. The days of ‘the doctor knows best, so be grateful and be quiet’ are almost gone but unfortunately staggers on in some quarters. The key purpose of Dear Patient – A practical guide to patient experience is to equip all those working in healthcare - be it as doctors, nurses, paramedics, therapists, administrators or receptionists, and those training or aspiring to these and other health and care roles - with the practical guide to enable them attend to patients, their families and carers with professionalism, courtesy, dignity, and respect. It also provides the public with the knowledge of what is expected of staff in hospitals and other care settings in terms of patient experience, including the handling of complaints and patient/carer engagement. This book uses many real, anonymised cases to illustrate what patient experience is all about, thereby providing a truly practical guide.

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9780955650543

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Reviews

"""A good patient experience is the cornerstone to delivering high quality care; not always easy to get right but can always be improved upon. At some time in our lives, we have all been a patient. Our experiences are shaped, not only by the kindness of individuals and teams, but also how organisations prioritise patient experience. Through real examples, 'Dear Patient' gives us the knowledge and practical tools to ensure all patients get a good experience. 'Dear Patient' is a compelling read for anyone interested in improving patient experience."" Professor Steve Hams MBE. Chief Nursing Officer; ""The voices of our patients have been underrepresented in healthcare for years. Their voices should be integral to the delivery of any vision and strategy of healthcare providers to ensure the care they receive is inclusive and personalised. This underscores the importance of Kunle's 'Dear Patient'"" Dr Jasmine Leonce. Consultant Obstetrician and National Maternity Improvement Advisor; ""... it is wonderful that a long standing IHSCM member, Kunle Thomas, has written this book focusing on patients and, specifically, providing practical advice on patient experience ... reform and improvement in service design and delivery is much needed ... we can use Kunle's book as a reference point from a patient's perspective ... 'Start with the patient and work backwards' must be the mantra for anyone involved in NHS quality improvement and redesign. Kunle's book is at least one key for what is a very complex lock."" (Excerpts from foreword) Jon Wilks, Chief Executive, Institute of Health and Social Care Management (IHSCM, UK)."

Author Information

Kunle Thomas is renowned for his expertise in patient experience, patient and public involvement, co-production, and health communications. For over two decades, Kunle has worked in consulting, project lead and senior managerial roles in diverse organisations, mostly within the National Health Service (NHS) in England. His NHS roles, both permanent and interim, cuts across acute hospitals, ambulance service, mental health, specialist eye care, and commissioning services. Prior to joining the NHS, Kunle worked at the Commission for Patient and Public Involvement in Health (CPPIH), precursor to Healthwatch England, where he played a key role in the setting up and promotion of patient and public forums across England. Trusteeship of a Carers' Support charity and lectureship at a London university were some of his previous roles. Kunle's qualifications include LLM Medical Law & Ethics from Kent Law School (University of Kent, England), MSc Public Relations from the University of Stirling, Scotland, and BSc (Hons) Sociology from the University of Lagos, Nigeria. Member of the Institute of Health and Social Care Management (IHSCM, UK) and former member of the Institute's regional council for London and the South East. Kunle also holds membership of the Chartered Institute of Public Relations (CIPR, UK) and has spoken at patient experience conferences in the UK and abroad.

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