Demonstrated competency in communication skills
Patients experience effective interactions with staff who have demonstrated competency in relevant communication skills.
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.
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.
a) and b) Local data collection.
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
- Respect for the patient
- Demonstrated competency in communication skills
- Patient awareness of names, roles and responsibilities of healthcare professionals
- Giving patients opportunities to discuss their health beliefs, concerns and preferences
- Understanding treatment options
- Shared decision making
- Supporting patient choice
- Asking for a second opinion
- Tailoring healthcare services to the individual
- Physical and psychological needs
- Continuity of care
- Coordinated care through the exchange of patient information
- Sharing information with partners, family members and carers
- Information about contacting healthcare professionals