Blog: Putting Patient Voices First

Patient engagement is recognised as a fundamental cornerstone of healthcare and a critical component of a safe, people-centred service. Patients have a unique perspective which makes them invaluable partners in how we design, deliver and evaluate our processes at the Medical Council.

Recently, the Medical Council sought to revise and reimagine its regulatory complaints model and identify how to adopt a proportionate, risk-based and agile approach to complaints.

This required engaging with patients and doctors in a meaningful and proactive way, and so we invited patient and doctors to take part in focus groups to inform the development of a revised pathway to manage complaints.

Patients are not a homogenous group, and different cohorts face particular challenges. With this in mind, the patient cohort was screened according to factors such as geographical area, gender, age cohort and healthcare needs. Patient participants were sought through the Irish Platform for Patient Organisations, Science and Industry (IPPOSI), the Patient Advocacy Liaison Service, the HSE National Patient & Service User Forum and Patients for Patient Safety.

During the focus groups, patients offered insightful suggestions and recommendations on specific details of a re-imagined and revised complaints model. They were supported and encouraged to engage in a design thinking process involving problem-solving and creatively explore ideas and practices in smaller break-out groups.

As the Medical Council develops new processes and approaches, we intend to develop and embed the practice of patient engagement. And as we continue to engage with patients, we must ensure our engagement is diverse, representative and accessible.

In line with the Health Service Executive, and other regulators around the world, we at the Medical Council are responding to the demand of “nothing about me, without me” and the requirement to shift from “what’s the matter” to “what matters to me”¹.

Read more or download the Medical Council's report, "Doctor & Patient views on reforming the Complaints Model".

_{1 Roseman, D., Osborne-Stafsnes, J., Amy, C.H., Boslaugh, S.,Slate-Miller, K. (2013). Early Lessons From Four ‘Aligning Forces for Quality’ Communities Bolster The Case For Patient-Centered Care.Health Affairs 32,NO 2.(2013);232-241. DOI:10.1377/hlthaff.2012.1085}