Table 3

Identified PC-QIs from the literature classified according to the person-centred care framework as actual indicators18

Type of indicatorDomainPCC indicators (n=25)
StructureCreating a PCC culture
  • An induction programme is in place which promotes the philosophy of care.22

  • % of PHC organisations who currently have processes to involve community input for planning the organisation’s services (eg, advisory committees and focus groups).21

  • Clear policies are in place on how services are offered to patients.21

Supporting a workforce committed to PCC
  • Percent of nurses attending education sessions (orientation and organisation professional development opportunities) on client-centred care.25

  • Percent of non-nursing staff attending education sessions (orientation and organisation professional development opportunities) on client-centred care.25

ProcessCultivating communication
  • Percent of patients with access to an online HER (a) by region and (b) by practice.26

  • Proportion of service users who stated that the district nurse provided health advice or information about his/her condition.23

  • Proportion of service users who stated that they were involved as much as they wanted to be in decisions about their care and treatment.23

Respectful and compassionate care
  • Proportion of service users who stated that their district nurse treated them with respect and dignity.23

  • Percent of inpatients who said they were always treated with respect and dignity while in hospital/primary care.21

Engaging patients in managing their care
  • Percent of PHC clients/patients, 18 years and older, with a chronic condition(s), who actively participated in the development of a treatment plan with their PHC provider over the past 12 months.21

  • Percent of hospital patients who said they had been sufficiently involved in decisions about their care as much as they wanted to be.21

  • Percent of nurses self-reporting: adequate assessment of a client’s perceived needs for care, adequate assessment of a client’s goals for care, adequate documentation of a client’s personal goals for care, sharing client’s concerns/choices with other members of the healthcare team, discharge teaching guided by the client’s goals for managing their care at home.25

Integration of care
  • Percent of hospital patients taking medicines home after discharge who were told completely about the purposes of the medicine in a way they could understand.21

Access to care
  • Percentage of patients who can get all diagnostic work ordered by their primary care doctor done the same day in the same location (excluding certain high-technology procedures such as CT and MRI).26

  • Percentage of out-patients seen within 13 weeks of GP referral.24

  • Percentage of those on waiting list waiting 12 months or more.24

  • Proportion of service users who were able to contact a district nurse when needed, including outside of normal working hours.23

  • The percentage of patients who, in the appropriate national survey, indicate that they were able to obtain a consultation with a GP or appropriate healthcare professional within two working days (NHS Confederation, UK).21

  • Percentage of PHC clients/patients, 18 years and older, with a chronic condition(s), who had sufficient time in most visits to confide their health-related feelings, fears and concerns to their PHC provider.21

OutcomePatient-reported experiences
  • Proportion of service users who stated that the district nurse had all the necessary information about the service user and his/her health needs.23

  • Proportion of service users who stated that the district nurse had all the equipment and dressings needed.23

  • Proportion of service users who stated that the district nurse was knowledgeable and competent.23

  • Proportion of service users who rated the district nurse service as very good or excellent.23

  • Proportion of children whose parents routinely received all aspects of family-centred care (child and adolescent health measurement initiative).21

  • GP, general practitioner; HER, health electronic record; NHS, National Health Service; PCC, patient-centred care; PC-QIs, patient-centred quality indicators; PHC, primary healthcare.