Patient Experience from the National Health Service - Essay Example

Lecturer Case Study on Patient Experience from the National Health Service Introduction NHS is an abbreviation for the National Health Service. The organization was established in the year 1948 in England, United Kingdom. Since its establishment, NHS has become one of the world’s major public funded, health services provider. It is also among the most comprehensive, efficient and egalitarian, health services provider. The NHS was established because of the belief that quality health care should be accessed by each and every person, regardless of wealth (Armstrong, 2007). This is the most important principle in the organization. The NHS offers free health services to anyone residing in the United Kingdom. However, some exceptional charges are levied on optical services, dental services, and prescriptions. Services offered by this health organization includes; pathological services, emergency and urgent care, hospital services, dental services, GP services, pharmacy services, eye care services, sexual health services, mental health services, and social care services. In the United Kingdom, the infant mortality rate has reduced significantly; and the life expectancy levels have continuously risen (Baille, 2008); this has been noticed since the establishment of the NHS. Health surveys, most importantly, illustrate that patients are usually satisfied with services received from the National Health Services. Patient satisfaction is directly determined by the patient’s experience when dealing with the health services provider. This interaction is perceived in patient’s conscious and also subconscious mind. Patient experience is mainly about three main issues; delivery of the organization as a whole in the healthcare, the emotional and rational experience during the service delivery, and the intuitive perceptions of patients (Tschudin, 2003). Therapeutic effect involves the consequences of any medical treatment. The results of the therapeutic effect are usually seen to be beneficial and also desirable to the patient. NMC Code of Conduct (2008) The Nursing and Midwifery Council (NMC) code of conduct; is responsible for ensuring acceptable performance, ethics and conduct; for professional nurses and midwives. Nursing is a profession found in the health care sector. It deals with care on people, families and communities; so as to maintain, recover or attain quality health and quality life. Nurses are responsible for developing plans for health care, working in teams with therapists, physicians, the patient’s family, the patient, and other staffs in the team (Chin, 2008). The healthcare plan leads to treating of illness, so as to improve the quality of life. In the United Kingdom, clinical nurse specialists and the nurse practitioners; engage in diagnosing or determining health problems, prescribing medications and therapies. This, however, depends on the regulations of individual states in the United Kingdom. Nurses provide care either; independently as professional nursing practitioners; or interdependently, with therapists and physicians. The code of conduct regulates nursing profession in England, Wales, Northern Ireland, Scotland and the Islands. The objectives of the code of conduct includes; safeguarding the health of the public, setting the correct standards of training and education that nurses require for effectives, ensure that nurses continuously upgrade their skills and knowledge; setting criteria for nurse practice and supervision, and overseeing nurse discipline (DeWit, 2009). The code of conduct has ensured positive patient experiences in health services offered by the NHS. This is because it is responsible for outlining the required nursing training standards for health organizations like NHS. Effective training of nurses leads towards proper nursing care, and hence quick and proper patient recovery (Storch, 2009). Patient recovery ensures adequate patient satisfaction. A satisfied patient has a positive therapeutic effect because; the nursing care proved to be beneficial and desirable to the patient. Properly trained and advanced professional nurses have the necessary competencies required in handling and treating patients. Principles of the Code of Conduct There are four main principles illustrated in the code of conduct (Hunt, 1998). The first principle of the conduct involves earning the trust of the patient concerning their health or well being. Trust leads to a positive patient experience; hence the patient will develop a good perception that the nurse is competent enough to offer treatment. This patient trust also enables the nurse to offer the best possible medical treatment. The second principle entails, respecting the dignity of patients and treating them as individuals. Discrimination of any kind is not allowed in the medical profession; and all patients have the right of confidentiality. The NHS ensures that all the medical records of patients are stored in an acceptable manner; and only authorized persons are allowed to access them. This ensures the privacy of patients and, therefore, patient experience and satisfaction is realized. Treatment satisfaction leads to a desirable feeling by the patient, for the health services offered. Doctor – patient confidentiality is an important aspect in the medical profession (Tuckett, 2004), and therefore the nurses at the NHS must be seen to practice it. The third principle in the NMC code of conduct explains that, the nurse should work with others in order to promote the health or wellbeing of their patients. The medical practitioners of the NHS work in teams during treatment of a patient. This means that the practitioners share information on disease diagnosis, treatment and also prescriptions. Nurses in this organization; gather a lot of competencies during professional discussions in the course of teamwork (McHale, 2003). Patients treated by a competent medical team get satisfied, because the whole organization works towards ensuring his / her treatment. This treatment usually results in beneficial effect, as the patient becomes well. The final code of conduct principle involves; provision of high standards of care and practice. The National Health Service always strives to achieve this at all treatment stages. To ensure the high health standards, all the nurses at the NHS are trained continuously so as to update their health skills and knowledge. Also treatment is based on the best practice, or the best available medical evidence (Gastmans, 2013). These high standards ensure that nurses at the NHS are very competent in performing their health duties. The patients also benefit because; their expectations on effective treatment are high. The resultant therapeutic effect is good; this is because competent nurses will always work towards effectively treating the medical conditions of patients. Ethics in Nursing Nursing ethics is a type of applied ethics; which involves activities in the health care field of nursing (Levsey, 2007).This ethics emphasize collaborative care, human dignity and relationships. In my case study, the National Health Service strictly adheres to ethics in nursing. This is to ensure high standards of nursing services offered by the organization. The first ethical issue involves; nurses protecting the dignity of their patients. This is witnessed in the NHS because the patients are treated in a humane. No discriminative practices are witnessed at the NHS; one of the pillars of the NHS is to provide health services to all regardless of financial ability or status in the society. The study at NHS illustrates that patients handled with dignity experience satisfaction in the health services provided (DeWit, 2009); hence patients develop great intuitive perception of the hospital or nurse. The second ethical issue involves, respecting the autonomous choices of patients and people in general. This issue allows patients to make decisions concerning the treatment they will undergo, or are undergoing (DeWit, 2009). The NHS encourages nurses to uphold the practice of informed consent, of the patient. The most appropriate way of maintaining autonomy involves the patient writing an advance directive, explaining how they want to be treated. This also applies when the patient is unable to come up with informed choices; and hence prevent unwarranted paternalism. Informed consent improves patient experience; because they get emotional understanding and experience on the treatment procedure. This leads to a desirable treatment effect. The third ethical issue; involve confidentiality on patient information. Patient information is only shared after seeking knowledge and permission of the patient. However, information may be shared with fellow practitioners in case of a higher cause like preserving the life of the patient (DeWit, 2009). The NHS strives to ensure confidentiality of information through allowing only authorized access. Information stored in Health Information Systems is accessed through user passwords possessed by only authorized health practitioners. Physical files of patients are stored in rooms accessed by only the health practitioners treating the patient. Confidentiality improves patient experience because; treatment information is treated with high degree of confidentiality as possible. This leads the patient to develop a desirable feeling towards the treatment process. Ethical Principles There are five main ethical principles to be observed by the nurses; autonomy, nonmaleficence, beneficence, fidelity and justice (Gastmans, 2013). The first principle is autonomy; this shows the nurse’s acknowledgment to recognize and respect the right of the patient to determine a medical course of action, and make independent decisions. The NHS ensures this through requesting for patient’s input, in the treatment process. The patient experience is good because he / she; is allowed to make an informed consent on treatment treatment process (McHale, 2003). The second principle involves beneficence. Beneficence entails showing compassion, the act of helping others, and the desire to perform good action. This principle is upheld by the nurses working at the NHS. During emergencies, nurses normally provide pain medication immediately, as a beneficence action. Beneficence acts ensure positive perception by the patients on the care giver or the health organization; beneficial results are thereafter achieved. The third principle is nonmaleficense. This principle aims at avoiding harm during medical or health activities. Nonmaleficense is a core issue in the medical oath, and also nursing ethics. In the current world, nonmaleficense also prevents applying experimented medicines and treatments that are not well tested (McHale, 2003). The NHS applies nonmaleficense in its treatments. The medical procedure or medicine should leads to only desired effects. The fourth principle entails fidelity. This principle requires dedication, loyalty, fairness, truthfulness and advocacy to the patients. The NHS always strives to fulfill its promises to the patients; this is because it keeps commitments, and is based on the value of caring. Patients experience grater satisfaction if they are treated by a committed staff and in a caring environment. Committed staff and caring environment result in a beneficial treatment outcome. The fifth principle is justice; which involves fair resource distribution. All patients have equal rights in health issues at the NHS. The hospital does not favor patients due to financial abilities or social status. Health services and resources are offered to all patients equally. Nurses at the facility are trained on treating patients equally. This enables all the patients to experience effective health services, which leads to desirable outcome on both the patient and the nurse (Gastmans, 2013). Ethical Theories The major ethical theories applicable in the field of nursing are: ethical relativism, feminist theory, deontology, and utilitarianism (Storch, 2009). Ethical relativism theory explains that morality relates to the norms existing in one’s culture (Storch, 2009). Therefore, before decisions are made the patient’s environment should be properly scrutinized. Nurses should inquire or analyze the culture of their patients; this will enable them determine the appropriate medical action that is morally acceptable in the patient’s culture. Feminist theory holds that; examination of the situation and context leads to moral conclusion (Storch, 2009). It aims at answering how a given action affects the patient, the family and the community. This theory is used in nursing when determining the treatment procedure to administer to a patient. The procedure should ensure maximum benefit to the patient, and also the family. Deontology theory illustrates that morality is based on adherence to rules (Storch, 2009). Ethical action depends on the intentions of the decisions. For example nurses prescribe pain medication to patients, with an intention of immediately easing the pain felt by the patient. The utilitarian theory encourages what is best and acceptable for most people (Storch, 2009). The main aim is to reach a desired outcome or consequence. The theory examines what creates happiness in the majority of people. In the United Kingdom, most health policies are anchored on this principle. For example, the free medical services program of the National Health Service is based on utilitarian theory. This is because free or affordable health is the desired issue for many people in the United Kingdom. Health and Social Care Act 2012 The Health and Social Care Act 2012 relates to the case study on the National Health Service; this is because it addresses health issues affecting all the residents of the United Kingdom. The Act establishes the National Health Service Commissioning Board. The board has the main responsibility of organizing provision of health services for the residents of the England, and the United Kingdom generally. This responsibility is performed in liaison with clinical commissioning groups to ensure that the services are offered in relation to the Act. The Act also establishes the Clinical Commissioning Groups; every commissioning group has the responsibility of providing health services. This Act also explains the duties of the Secretary of State in protecting public health. The secretary must ensure that health research is conducted; this assists in increasing health knowledge and understanding. The secretary is responsible for provision of health equipments and services to the health centers, laboratories and research institutions. The secretary also oversees the provision of immunization, screening and vaccination services to the residents of United Kingdom. Other responsibilities of the Secretary of State are; ensuring effective training of health staffs, and provision of health information or advice. The Health and Social Care Act 2012 takes into consideration health issues of accountability, confidentiality, duty of care and consent. The Secretary of State is accountable for all public health resources and information. It is his / her responsibility to avail the resources and information; for health research, and health service delivery. The Secretary must for instance, ensure adequate medicine supply in the all the health facilities in the United Kingdom. The Act also explains the duty of care; which must be embraced by all the health practitioners. Adequate immunizations and vaccines must be given to the children of United Kingdom. This ensures that the public health interest is taken into consideration. The act also requires that all patients must consent to medical treatment; it is also their right to approve any medical method that is applied. The Act also requires the health practitioners like nurses to maintain confidentiality in the treatment procedure. Patient records and information must not be given to unauthorized persons, or even accessed by unauthorized persons. Confidentiality of treatment information, assist in preserving the dignity of patients (McHale, 2003). Conclusion The National Health Service is instrumental in ensuring adequate patient experience and therapeutic recovery. This is because NHS does not only treat patients; but also assists patients to stay well. Every individual is accountable for his / her health; however, it is the responsibility of the NHS to assist individuals their wellbeing and overall health. The purpose of NHS in eliminating poor health and ensuring healthy living is important in minimizing health inequalities. Every day millions of people visit the NHS; each and every contact should act as an opportunity of maintaining and also improving their wellbeing and health. Reflection The reflection is based on the Gibb’s model. The model comprises six reflection processes; description, feelings, evaluation, analysis, conclusion and action plan (Gibbs, 1998). In the description stage; the reflection involves a case study on the National Health Service in the United Kingdom. Analysis is based on the patent experience on receiving medical services at the NHS. It is also based on the therapeutic feeling derived by the patient after or during the medical treatment at the NHS. The experience of health practitioners like nurses, when offering the health services is also analyzed. At the feelings level; this reflection illustrates that the NHS is effective in its mandate. The nurses employed by the institution also demonstrate high levels of professional competence. It’s also my feeling that the patients served at the NHS receive high levels of patience experience and therapeutic feeling. The high staff competence is realized through continuous training given to the nurses while working (Storch, 2009). This explains that the NHS takes its mandate of improving health training seriously. At the evaluation stage; this reflection explains that in general, the NHS performs its services effectively as indicated in the Health and Social Care Act 2012. To begin with, it has ensured all residents of the United Kingdom access health services; this is because the services are offered free of charge, apart from dental, optical or prescription care. It also participates in health research, hence adding knowledge that will improve health services. Nurses in the hospital also receive enough workplace training; the nurses are also work in health teams when handling a health case. Many patients experience high levels of satisfaction on the services delivered; this is because the nurses treat them with care and love, while seeking their inputs in all the treatments stages (Tuckett, 2004). At the analysis level; this reflection entails explanations on why patient experience in the NHS is high; and also why the therapeutic feeling shown by the patients is high. The patient experience is high because they are involved in the entire treatment process. They are also handled with dignity, care and love through all the departments of the hospital. Patient involvement in treatment involves the nurse explaining all the medical equipments to be used in treatment (Gastmans, 2013). It also entails telling the patient the medical procedure to be performed, and the procedure of performing it. The type of medicine so be used is also explained, together with their side effects. At the conclusion level; this reflection illustrates that people in the United Kingdom have faith and belief in the public health institutions. This is because the NHS provides health services in an equitable manner (Gastmans, 2013), without considerations of the social status or other discriminative forms. The medical services offered are also free, or cheap for the case of dental of optic care. The NHS also improves public health through implementing vaccination and immunization programs; and also health research. Action plan stage, illustrates that the government should increase funding to the NHS for completely free health services. This will assist in improving public health because all residents of the United Kingdom will experience adequate health services. The extra funding will assist in optic and dental care, and also in purchasing prescription drugs, therefore all patients will access these services without being charged. The NHS should also increase capacity for trainee / student nurses; this is because it has superior health program which ensures adequate competencies in the health sector (McHale, 2003). Bibliography Armstrong, Alan (2007). Nursing Ethics: A Virtue-Based Approach, Palgrave: Macmillan Baille L, Gallagher A. & Wainwright P. (2008). Defending Dignity. London: Royal College of Nursing. Chin, P. L. (2008). Integrated theory and knowledge development in nursing (7th ed.). St. Louis, MO: Mosby. DeWit, Susan (2009). Fundamental Concepts and Skills for Nursing. Missouri: Saunders Elsevier. p. 964. Gastmans, C. (2013). Dignity-enhancing nursing care: A foundational ethical framework. London: SAGE Publications Gibbs, G. (1998) Learning by doing: a guide to teaching and learning methods. Oxford: Further Education Unit. Health and Social Care Act 2012 Hunt, G. (1998). Craig E, ed. Routledge Encyclopedia of Philosophy 7. London: Routledge. pp. 56–57. Levsey, K.R., Campbell, D., & Green, A. (2007). Yesterday, Today, and Tomorrow; Challenges in Securing Federal Support for Graduate Nurses. Journal of Nursing Education, 46(4), 176-183. McHale, J & Gallagher, A (2003). Nursing and Human Rights. Butterworth: Heinemann. Storch, J.L. (2009). Ethics in Nursing Practice. In Kuhse H & Singer P. A Companion to Bioethics. Chichester UK: Blackwells. pp. 551–562 Tschudin, Verena (2003). Ethics in Nursing: the caring relationship (3rd ed.). Edinburgh: Butterworth-Heinemann. Tuckett, A. (2004). Truth-Telling in Clinical Practice and the Arguments for and against: a review of the literature. London: SAGE Publications 11 (5): 500–513. Read More