Patient experience metrics
Picker Institute Europe has:
- led the development of patient experience 'metrics' in England
- surveyed patients across Western Europe on their expectations and experience of healthcare
- advised the Organisation for Economic Co-operation and Development on establishing international comparisons
- started work in other European countries to pilot comparable patient experience metrics.
How we can help
Picker Institute Europe is keen to work on the development of appropriate patient experience metrics with: national and regional health departments, service regulators, professional regulators and other professional bodies, health insurers, service providers and service commissioners.
We bring extensive knowledge and experience of developing such metrics for national and local patient surveys in the UK and elsewhere.
We will help assess which metrics are already developed, tested and validated; where there are gaps; and how to remedy those gaps with new questions and indicators.
We can provide this service in the following contexts:
- by care setting - inpatient, outpatient services, primary care, community services or by providor
- by type of condition - long term condition, cancer, heart disease, etc
- by age group - from children and young people to very elderly
- by geographical area - national, regional, or local.
For examples of the national level work we have carried out in England - Europe's longest-established and best developed patient survey programme - see our co-ordination centre website.
Case study: Metrics for dignity in care, 2008
For Help the Aged, working with the English Department of Health's dignity in care campaign, Picker Institute Europe provided a report, with recommendations, on how to measure the delivery of dignified health and social care. It assessed the available indicators; identified gaps; and suggested new questions or indicators to fill those gaps.
See the report on the Help the Aged website.
On Our Own Terms: the challenge of assessing dignity in care
Case study: Veneto region, Italy
Picker Institute Europe has been helping the regional government's health department to develop and pilot an inpatient survey. The government wanted indicators that would be comparable with England.
Picker Institute Europe, which has developed and co-ordinated the English national inpatient survey every year since 2002, worked with patient, professional and stakeholder groups in Veneto to produce a relevant and cognitively tested survey using a similar set of questions to the English one, but translated into the Italian language and context.
Following the initial pilot and further fine tuning, it is hoped that this will be rolled out across the region's hospitals.
