Working with us > Primary Care
The role of primary care services remains important in the delivery of high quality person centred care. Often people’s first interaction with their local care services is in a primary care environment. Whether booking and attending a GP appointment or visiting a smoking cessation clinic, this first contact is also the start of an individual patients’ primary care experience.
Our patient feedback & survey tools use experience based questions which aim to uncover not just how satisfied patients were with their care, but the situations, environments and interactions that caused them to feel satisfied or dissatisfied.
We work to ensure the patient experience data you collect is robust, representative and comparable, meaning that it accurately reflects your patient demographic, stands up to scrutiny and can be used with confidence to identify areas of best practice, or those in need of improvement.
Case Study: Commissioning for quality
The effective commissioning of a health and social care service is a significant challenge. Decisions around service availability, quality and utility are often complex and multi-layered. But it becomes increasingly difficult for commissioners to provide high quality care services, if they are not in touch with the experiences of the people using, and in need of them.
Service user experiences of specific conditions, care services and how they navigate care pathways need to be accounted for and understood when developing commissioning strategies. Even after commissioning decisions are made people’s experience of care services remain a key component in informing the quality of and access to the commissioned services themselves.
In 2013 Picker worked with two of London’s largest Clinical Commissioning Groups (CCGs) to improve primary care quality in the area by studying patients’ experience of access to local services.
Care user’s experiences are vital to ensuring good commissioning decisions
Although the objectives and approaches of each project differed, the findings revealed common themes such as appropriate communication, service flexibility, support and education, all playing a massive role in a patient’s choice to use, or in some cases, not use a service. Ultimately, a service being commissioned and “available” did not necessarily guarantee patient accessibility.
The first project revealed that, whilst on the surface the CCG was providing and tailoring services to each community group’s individual needs and requirements, when probed deeper there were many avoidable glitches in the details that were collectively causing fundamental roadblocks to the quality of care services available.Read the full story
We are experienced in using a wide range of methodologies to collect patient, service user and staff feedback. These include:
- Web and Kiosk
- Phone (CATI)
- Bedside TVs
- Patient Stories
- Focus Groups
- Mystery Shopping
- Analytical Services