Listening Makes Sense: Understanding the Experiences of Older People in Urgent care

This website represents the results from a City University (London) study into the experiences of older people and their relatives in emergency or urgent care in England.

As part of a Department of Health leadership program for health care practitioners in emergency and urgent care, ninety-six older people and their relatives in England were interviewed about their experiences. The interviews were analyzed to enable a national picture of patients’ experiences to be drawn.

Seven videos representing a selection of the stories shared by older patients and their relatives have been re-recorded by actors and are available for viewing at the site. All names, and some other details, have been changed to preserve anonymity.

The “Study Resources” portion of the site contains written materials available in PDF produced by the study including:

• Listening makes sense: a resource for staff caring for older people: Practitioner Resource Booklet. This resource for staff presents the key messages in many of the stories told, alongside excerpts from those stories.

• Listening Makes Sense: Understanding the Experiences of Older People and Relatives Using Urgent Care Services in England: Final Report. The final report contains the study literature review, methods, findings, discussion and recommendations.

• Listening Makes Sense: Understanding the Experiences of Older People and Relatives Using Urgent Care Services in England: Executive Summary

 http://www.staff.city.ac.uk/~jacky/index.htm