Competency 3 - Engaging with the public and patients to shape services and improve health
PCTs are responsible through the commissioning process for investing public funds on behalf of their patients and communities. In order to make commissioning decisions that reflect the needs, priorities and aspirations of the local population, PCTs will have to engage the public in a variety of ways, openly and honestly. They will need to be proactive in seeking out the views and experiences of the public, patients, their carers and other stakeholders, especially those least able to act as advocates for themselves.
You can read more about this Competency, including the key information-related inputs and outputs required to meet this Competency here: Competency 3 - Knowledge Management Summary.
There are two areas of this Competency where Knowledge Management has particular relevance:
Below you will find summaries of how Knowledge Management can support your development in each of these areas, along with a choice of resources which we feel may help.
Knowledge Management is fundamental to achieving a high standard in Competency 3. Success in this Competency will reflect a PCT that is aware of the issues and agendas within the community it serves.
There are a variety of methodologies that a PCT can use to gain an accurate picture of how it is perceived by its users, and these are explored in more detail in the Patient and Public Engagement Tool resource.
For a list of resources relating to this area, including a summary of the documents and rating, click here.
IMPROVEMENT OF PATIENT EXPERIENCE
To achieve this area of the Competency, PCTs must at least demonstrate that they actively review trends in patient feedback, including complaints, PALs and patient survey data. Reaching level 4 requires the PCT to demonstrate how integrated data relating to the totality of the patient experience systematically drives commissioning decisions.
One key KM medium to assess the patient experience is via the use of effective surveys and other information-gathering communication opportunities.
Dr Foster Intelligence has a tool called Patient Experience Tracker (PET) which is in use at many PCTs to collect patient satisfaction information. DFI provides reports on the results of the survey and the questions can be changed periodically.
For a list of resources relating to this area, including a summary of the documents and rating, click here.
