Managing changing public expectations

The public has access to more information about conditions and available services. Some are becoming empowered to make demands about the treatment they receive and how their care is delivered. They increasingly expect access to the latest technology and medical advances. Demands for 24/7 care and the improved measurement and public accountability of patient experience (The Richmond Group of Charities and The King’s Fund, 2012) are examples of the changing expectations that groups have of modern services.

This challenge will cover the workforce implications of an ‘informed public’ and the change required to manage public expectations in a resource constrained system.

• The Richmond Group of Charities and The King’s Fund (2012) From vision to action: making patient-centred care a reality. Accessed Nov 2012 http://www.richmondgroupofcharities.org.uk/RichmondGroup2012.pdf