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Demonstrated competency in communication skills

Quality statement

Patients experience effective interactions with staff who have demonstrated competency in relevant communication skills.

Quality measure

Structure

a) Evidence of local arrangements to ensure that annual appraisals or performance assessments of staff include mentoring for and evaluating compliance with the NICE guidance on patient experience.

b) Proportion of staff involved in providing NHS services who have compliance with the NICE guidance on patient experience examined at their annual appraisal or performance assessment.

Numerator - the number of staff in the denominator who have compliance with the NICE guidance on patient experience examined at their annual appraisal or performance assessment.

Denominator - the number of staff involved in providing NHS services.

Outcome

Evidence from patient experience surveys and feedback that patients feel staff communicated with them in a clear and understandable way.

Description of what the quality statement means for each audience

Service providers ensure that systems are in place to train and assess staff competency in relevant communication skills.

Health and social care professionals ensure that they receive training in relevant communication skills and can demonstrate this competency.

Commissioners ensure they commission services that have arrangements for competency-based training and assessment of relevant communication skills.

Patients are cared for by staff who can communicate with them in a clear and understandable way.

Source guidance references

Patient experience in adult NHS services (NICE clinical guidance 138) recommendation 1.5.10.

Data source

Structure

a) and b) Local data collection.

Outcome

Local data collection. Providers may be able to use questions contained within the patient surveys available from NHS Surveys.

This page was last updated: 22 February 2012

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Accessibility | Cymraeg | Freedom of information | Vision Impaired | Contact Us | Glossary | Data protection | Copyright | Disclaimer | Terms and conditions

Copyright 2014 National Institute for Health and Care Excellence. All rights reserved.

Accessibility | Cymraeg | Freedom of information | Vision Impaired | Contact Us | Glossary | Data protection | Copyright | Disclaimer | Terms and conditions

Copyright 2014 National Institute for Health and Care Excellence. All rights reserved.