Patient and Carer
Experience Strategy
2015-2019
Hertford County I Lister I Mount Vernon Cancer Centre I New QEII
What is patient experience?
The Department of Health define a positive patient experience as:
“Getting good treatment in a comfortable, caring and safe environment, delivered in a calm and
reassuring way; having information to make choices, to feel confident and feel in control; being
talked to and listened to as an equal and being treated with honesty, respect and dignity”.
DH Building on the best: Choice, responsiveness and equity in the NHS (2009)
Patient and Carer Experience Strategy 2015 - 2019
Contents
Foreword
1
Introduction
2-4
Ambitions:
1:
We want to improve the experience of our patients and carers from their first contact with the Trust, through to their safe
discharge from our care.
5-6
2:
We want to improve the information we provide to enhance
communication between our staff, patients and carers.
7-8
3:
We want to meet our patients’ physical, emotional and spiritual
needs while they are using our services, recognising that every
patient is unique.
9-10
Monitoring patient and carer experience
11-14
Key milestones
15-16
Patient experience reporting structure
17
National policy and guidance
18
Acknowledgements
19
Abbreviations:
Patients
the Trust Carers =
=
=
adults, children, inpatients, day case, outpatients and maternity
East and North Hertfordshire NHS Trust
relatives and friends (not paid carers)
Ian
Ian Morfett
Chairman
Foreword
Our vision is to be amongst the best NHS Trusts in the country. Ensuring excellent patient and carer
experience is fundamental to achieving this vision.
We believe that every member of staff is responsible for ensuring that our patients, relatives and carers
have an excellent experience and we aim to ensure that all our staff are equipped with the essential skills,
knowledge, compassion and caring attitude to deliver a truly excellent service. The Trust’s Nursing and
Midwifery Strategy and People Strategy set out our aims to create a culture where staff feel valued,
developed and supported to provide a truly customer-focussed service. This strategy, with its focus on
patient experience, sets out how our staff will deliver the excellent experiences for patients that are
essential to achieving our vision.
The Trust’s values underpin everything we do and we expect our staff to work to these values in the
delivery of safe, consistent and high quality patient care:
We put our patients first
We strive for excellence &
continuous improvement
We value everybody
We are open and honest
We work as a team
Implementation of this Strategy will ensure that the Trust has a co-ordinated approach to listening to, and
learning from, patient feedback and working together with our patients and carers to continually review
and improve our services.
1
Angela
Angela Thompson
Director of Nursing and Patient Experience
Introduction
This Strategy builds on the successes and learning gained from our Patient and Carer Experience Strategy
2012-15 and sets out how our staff, patients, families, carers and stakeholder groups can all work together
to ensure that our patients have the best possible experience whilst using our services.
The main aims of the Strategy are to:
•
•
•
Actively engage with patients and carers encouraging all feedback and demonstrating genuine
learning from listening
Identify our key ambitions to improve patient and carer experience throughout the Trust
Ensure that patients and carers are provided with the best possible experience whilst using our
services
Providing the best possible experience means getting the basics right, making sure our patients feel safe
and well-cared for, that they have trust and confidence in the staff caring for them and that they receive
excellent quality care in a clean and pleasant environment.
This Strategy was developed with the involvement of patients, families and carers, public Trust members
and staff during February-April 2015. It has also been influenced by national policy and publications aimed
at improving patient experience. Our patient focus groups were asked to consider:
•
•
•
What makes a good experience for you as a patient or carer of hospital services?
What could hospitals do better to improve the patient or carer experience?
What do you think a hospital should include when developing a patient experience strategy?
2
3
Key Themes From Our Focus Groups:
Improve information
about care, treatment
and discharge
Improve
outpatients
administration
Better
communication
between staff
Smooth transition
between services
Reduce cancellation
of outpatient
appointments
Learn from
comments and
complaints
Extend pharmacy
opening times
Clean
environment
Better food
for patients
and visitors
Treated with
respect and
compassion
Review care pathways
from PATIENTS’ point
of view
Value, respect
and involve
carers
Easy access to
hospital and parking
Kind and
caring staff
Basic care needs nutrition, cleanliness
Happy and
welcoming
environment
Ensure
timely
pain
control
Shared
decisions
Support
patient to
make decisions
Make it easy for
patients to
provide feedback
Enough
staff
available
Involve patients
/ carers in
service changes
Our Ambitions
Improve the whole journey
Ambition 1: We want to improve the experience of our patients and carers from their first contact
with the Trust, through to their safe discharge from our care.
Improve communication
Ambition 2: We want to improve the information we provide to enhance communication between
our staff, patients and carers.
Meet care needs
Ambition 3: We want to meet our patients’ physical, emotional and spiritual needs while they are
using our services, recognising that every patient is unique.
This strategy will underpin our efforts to achieve our ambitions with our staff, patients and the
public, commissioners and partner organisations. An annual evaluation of progress towards our
ambitions will be undertaken and published on the Trust’s website.
4
Improve the whole journey
Ambition 1: We want to improve the experience of our patients and carers
from their first contact with the Trust, through to their safe discharge from
our care.
To do this we will:
5
•
Further develop and maintain the information on the Trust website about the services
provided along with contact details for wards and departments.
•
Engage with patients and carers when developing and reviewing services to ensure that their
needs are taken into consideration.
•
Provide clear information and directions on how to get to our hospitals including public
transport and alternatives, e.g. Health Shuttle.
•
Review and continually monitor hospital signage to ensure patients and visitors are directed to
the right ward/department in a clear and easy way. Share patient feedback relating to signage
and car parking with partner organisations where appropriate.
•
Ensure our staff and volunteer helpers provide a friendly and efficient welcome to patients,
carers and visitors.
•
•
Minimise waiting times in clinics and departments
ensuring that staff keep patients and carers informed of
the reasons for any delays.
Improve the administration process for outpatients
including the booking of appointments, reducing
cancellations and proactively contacting patients to
avoid delays and unnecessary journeys to hospital.
•
Ensure that patients wishing to cancel or reschedule
outpatient appointments are able to do so efficiently and
they are consulted about future clinic appointments.
•
Develop clear points of contact for outpatients and
improve the outpatient telephone appointment service
reducing the length of time patients have to wait for their
call to be answered.
•
Ensure that all inpatients have a written ‘welcome card’
including information about what will happen next and
their likely discharge date.
•
Keep patients and carers informed about what is likely to
happen to them throughout their time in hospital.
•
Work closely with health and social care teams to ensure
safe and co-ordinated discharge from hospital with all
the necessary support in place. This may include the
patient seeing a doctor, physiotherapist or social worker
before leaving hospital and ensuring medication to take
home is ready in a timely manner. Ensure that family
carers are fully involved in the discharge process and
are able to provide care and support for their relative at
home.
We’ll measure our
success by:
Measuring our national
inpatient survey responses
about:
Admission date to hospital
not changed
2014 = 9.2/10
2019 target = 9.4/10
Patients knowing when their
discharge will be
2014 = 6.9/10
2019 target = 7.5/10
Delayed discharge from
hospital
2014 = 5.0/10 2019 target = 6.5/10
Measuring the proportion of
patients who would
recommend our
outpatient services to their
friends and family:
2014-15 = 92.75% 2019 target = 94.00%
•
Ensure our patients receive high quality care at the end of
their life in line with the Trust’s End of Life Care
Strategic Plan. Wherever possible we will follow the
patient wishes as set out in the Advanced Care Plan,
Advance Decision to Refuse Treatment and/or Do Not
Attempt Cardiopulmonary Resuscitation form.
Measuring the number of
complaints received
regarding delays in
treatment/appointment:
2014-15 = 343 2019 target = 300
•
Continue to improve the patients stay by working with
the community encouraging individuals and groups to
participate in a programme of activities which benefit
both the community and the hospital, e.g. gardening
groups, student beauticians/hairdressers providing free
treatments to patients, singers/musicians entertaining
patients, Pets as Therapy dogs visiting patients etc.
Measuring the number of
complaints received
regarding cancellation of
appointments/clinics:
2014-15 = 29 2019 target = 20
•
Pilot new and innovative ways of providing
healthcare to patients including tele-health clinics.
•
Continue to develop seven-day working across all
services.
6
Improve communication
Ambition 2: We want to improve the information we provide to enhance
communication between our staff, patients and carers.
To do this we will:
7
•
Actively promote the #hello my name is…. campaign ensuring all staff are aware of the
importance of introducing themselves to patients and asking how each patient would like to
be addressed. Ensuring that all patients know the name of the healthcare professional looking
after them.
•
Publicise our customer care pledges.
•
Provide customer care training for our staff and ensure that patients are involved in the
development of the training.
•
Aim to answer patients and carers questions straight away and, if there is likely to be a delay in
responding, keep them informed of the reason for the delay.
•
Ensure that patients are provided with well-written information leaflets on their care and
treatment to enable them to prepare for their outpatient appointment or inpatient stay.
Advise patients where they might find reliable high quality information and support from
sources such as national and local support groups, networks and information services.
•
Ask patients how they would like to be communicated with and the type of information they
want. Based on their views, provide clear, consistent and accurate information throughout all
stages of their care and treatment, recognising each patient’s individual needs.
•
Encourage patients to express their personal needs and preferences when making decisions
about their care and treatment, encouraging patients to ask questions so they understand the
benefits and risks.
•
Support wards to provide an information booklet to all inpatients including information about
the ward routines, mealtimes, visiting hours, staff etc.
•
•
Encourage patients to talk to staff if they have any
questions or concerns and support patients to seek advice
from the Patient Advice and Liaison Service (PALS) or to
make a complaint.
Improve communication between our staff to avoid the
need for patients to keep answering the same questions.
Listen to patients and carers and answer their questions in a
way that they can understand.
•
Provide patients and carers with information, verbal and
in writing, about their care and treatment that is clear and
understandable.
•
Ensure that patients and carers are given the opportunity to
complete a ‘This is Me’ booklet (dementia) or ‘Purple Folder’
(learning disabilities) to share important information about
the patient with staff.
•
Ensure that staff are able to access interpreter and other
services for patients who require information in alternative
formats.
•
Clarify with the patient whether and how they would like
family members/carers to be involved in key decisions
about the management of their condition. Share
information and involve carers in accordance with the
patients wishes.
•
Recognise the valuable status of carers who are often the
expert on the patient. With the patients permission, involve
carers in discussions and decisions about care, treatment
and discharge. Liaise with carers about on-going care needs
and direct carers to additional support if needed, e.g. carers
assessment, Carers in Hertfordshire/Bedfordshire.
•
Support carers to be with their relative or friend on the ward
outside of published visiting hours if they wish to help at
mealtimes or with providing care. Share the benefits of our
‘carers agreement’ which sets out how hospital staff and
carers can work in partnership.
•
Provide information for carers on our Trust website with
useful information about the Trust’s services, carers rights
and links to local and national support and information for
carers.
•
Encourage all patients, relatives and carers to provide
feedback about their hospital experience by completing
one of our surveys which includes the national Friends and
Family Test question. Ensure that all services are supported
to collect patient experience feedback and this is shared
within the team. Display results of patient feedback in
public areas and on the Trust website including our ‘You
Said – We Did’ posters to share actions taken as a result of
feedback.
We’ll measure our
success by:
Measuring our national
inpatient survey responses
about:
Patients understanding
answers to questions from
doctors
2014 = 7.8/10
2019 target = 8.5/10
Patients understanding
answers to questions from
nurses
2014 = 8.3/10 2019 target = 8.8/10
Patients being involved as
much as they wanted to
be in decisions about their
care and treatment
2014 = 7.3/10 2019 target = 7.8/10
Measuring the number of
responses to the Friends
and Family Test survey:
2014-15 = 53,141
2019 target = 65,000
8
Meet care needs
Ambition 3: We want to meet our patients’ physical, emotional and
spiritual needs while they are using our services, recognising that every
patient is unique.
To do this we will:
9
•
Be kind, courteous and help patients, carers and visitors making them feel welcome in our
hospital.
•
Provide care and treatment for patients which minimises the risk of harm and respects their
privacy and dignity.
•
Provide a clean, safe and comfortable environment, accessible to patients with a disability.
•
Ensure that our staff have access to the equipment they need to meet patient needs.
•
Do all we can to help control pain, reduce the risk of
infection, harm from falls and pressure ulcers.
•
Give our patients access to nutritious meals, snacks and
drinks which meet their dietary, religious and cultural
needs. Maintain ‘protected mealtimes’ where staff,
volunteers and carers can focus on helping patients to
enjoy their meal in a calm environment.
•
Ensure that regular checks are made on all inpatients
(minimum hourly during the day and two hourly at
night). This is called ‘intentional rounding’ and includes
checking that patients are comfortable, whether they are
experiencing any pain or need help with food/drink or
to use the bathroom. Nursing staff will ask each patient
whether there is anything else they need and check the
call bell is within easy reach.
•
Display information on our wards about staffing levels,
numbers of infections, falls, pressure ulcers, cleanliness
scores so you know ‘How we’re doing’.
•
Ensure our patients and carers have access to all the
practical, emotional and spiritual support they need and
provide contact information for organisations and
support groups. Make sure that patients and carers have
an opportunity to speak to a doctor, nurse, member of
the chaplaincy team or other healthcare professional if
they wish to.
•
Recognise that the patient and/or carer are the ‘expert’
on their condition and respect their knowledge, skills and
expertise.
•
Provide support, advice and information for carers via our
Carers Lead.
•
Ensure that all patients are treated as individuals and
their cultural and/or religious needs, values and
preferences respected.
•
Develop an understanding of the patient as an individual
taking into account factors such as physical or learning
disabilities, speech or hearing problems and difficulties
with understanding English. Ensure that any reasonable
adjustments are made to meet the patients’ needs.
We’ll measure our
success by:
Measuring our national
inpatient survey responses
about:
Patients having enough
emotional support from
staff:
2014 = 6.7/10
2019 target = 7.2/10
Patients having enough
help from staff to eat their
meals:
2014 = 6.0/10
2019 target = 8.0/10
Patients overall rating of
their experience:
2014 = 7.8/10 2019 target = 8.3/10
Patients feeling well
looked after by hospital
staff:
2014 = 8.5/10
2019 target = 9.0/10
Measuring the number of
complaints received about
medical care:
2014 = 151
2019 target = 125
Measuring the number of
complaints received about
nursing care:
2014 = 63
2019 target = 55
10
Monitoring patient and carer experience
We actively encourage feedback from patients in a variety of ways, including:-
National surveys
The Trust participates in the national patient experience survey programme including the annual
inpatient survey and ad hoc surveys of outpatients, cancer, maternity, accident and emergency,
children and young people etc.
The Friends and Family Test (FFT)
We aim to offer all patients the opportunity to respond to the FFT question and to have the
opportunity to tell us about anything else we could have done to improve their experience.
Responses to the FFT for inpatients/day cases, accident and emergency, maternity and outpatients
will be reported monthly to the Department of Health and published on the NHS England and
NHS Choices website. We continually monitor the proportion of patients who would recommend
our services and identify key themes from the comments made to continually improve our
services.
11
Local patient experience surveys
The Trust uses the Meridian system to capture real-time feedback from
patients. A variety of patient experience surveys are available for patients to
complete, either using an i-Pad on the ward, by completing a paper survey
or from home via the Trust’s website or using our unique survey link www.
tellusmore.org.uk Surveys include inpatients, outpatients, accident and
emergency, maternity, critical care, neonatal and renal dialysis. Results from
these surveys are available for all wards and departments to see real-time via
the Trust’s intranet.
NHS Choices, Patient Opinion and Social Media
The NHS Choices and Patient Opinion websites and Facebook and Twitter
provide the Trust with valuable feedback from patients and their relatives/
carers. We always respond promptly to any feedback provided and encourage
people to get in touch with the Trust directly if there are any issues or
concerns that we can help to resolve. All feedback, whether positive or
negative, is shared with the clinical teams.
If you are still unhappy with the response to your complaint you
can contact the Parliamentary and Health Service Ombudsman:
Complaints/Patient Advice and Liaison Service (PALS)
Please complete their online form for complaints about the NHS in
England: www.ombudsman.org.uk/make-a-complaint
Tel: 0345 0154033 8.30am-5.30pm Monday-Friday
If you require support in making a complaint you can contact the
Independent Complaints Advocacy Service (ICAS):
www.seap.org.uk
Tel: 01256 463758
Complaints and concerns provide valuable feedback to the Trust about
patient and carer experiences. We encourage patients to share any concerns
with staff as soon as possible so that we can help. We analyse the themes
from complaints and compare this with other patient experience feedback to
identify areas where additional support may be required.
ICAS provider for Bedfordshire and Hertfordshire:
POhWER – Advocacy Service
PO Box 14043
Birmingham
B6 9BL
e-mail: [email protected]
Tel: 0300 4562370
Comments
Compliments
Concerns
Complaints
Healthwatch is the consumer champion for health and social care:
Healthwatch Hertfordshire
Douglas Tilbe House
Hall Grove
Welwyn Garden City
Hertfordshire
AL7 4PH
e-mail: [email protected]
www.facebook.com/enherts
Tel: 01707 275978
@enherts
www.nhs.uk
Author: J Pennell/J Martin
Date of publication: July 2015
Reference JP/JM
Version: 1.1
Review Date: July 2018
Patient and carer focus groups
© East and North Hertfordshire NHS Trust
www.enherts-tr.nhs.uk
Patient information leaflet
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You can request this
information in a
different format or
another language.
We arrange patient and carer focus groups on an ad-hoc basis when
reviewing, or developing new services. The Trust’s patient/public members
are invited to participate as patient/public representatives on Trust
committees, participate in service reviews and ward environment/cleanliness
inspections etc.
12
Monitoring patient and carer experience
Patient/Carer Stories
The Trust regularly listens to patient stories and shares learning from these with the clinical teams.
The monthly Trust Board meetings start with a patient story. This can be told by the patient or
carer attending the meeting in person or by sharing the story in writing or listening to a recording.
The Board welcome hearing about both positive and negative experiences and the clinical teams
share the learning from the experience and agree actions to be taken.
Patient Experience Committee (PEC)
The PEC is chaired by a Non-Executive Director and the Director of Nursing and Patient
Experience is the Vice-Chair. The committee is supported by the Project Manager – Nursing and
Patient Experience and includes six patient representatives along with representatives from all
Clinical Divisions, heads of departments e.g. Facilities, Safeguarding, Health Liaison Team and
Chaplaincy.
Divisional Patient Experience Action Plans
There are five Clinical Divisions within the Trust:• Medicine: General/Elderly Care, Specialist Medicine, Emergency Medicine
• Surgery
• Cancer
• Women’s & Children’s: Women’s Services and Children’s Services
• Clinical Support Services (outpatients, radiology, pharmacy)
The Nursing Services Managers within each Division are responsible for producing and updating
their Divisional patient experience action plan. This includes key issues that need to be addressed
to improve patient experience – the actions required, timescale, responsibility and a regular
update on progress. A representative from the Clinical Division attends the Trust’s Patient
Experience Committee on a regular basis to update on key actions and progress to improving
patient and carer experience.
You Said We Did
All wards have a patient experience notice board where they display their latest survey results,
Friends and Family Test results and any actions they have taken as a result of patient feedback –
this is called ‘You Said – We Did’. Examples of ‘You Said – We Did’ actions and quotes from patients
are displayed and regularly updated in public areas of the Trust and on the Trust website along
with our FFT results.
13
Nursing and Midwifery Quality Indicators
These indicators provide key performance data at ward level and are updated
monthly. Information includes bed occupancy, staffing levels, sickness
absence, incidents, numbers of falls/pressure ulcers, key nursing audit results,
complaints and responses from our inpatient experience survey to the
following eight questions:•
•
•
•
•
•
•
•
Did you get enough help from staff to eat your meals?
In your opinion, were there enough nurses on duty to care for you in
hospital?
After you used the call button, how long did it usually take before you got
help?
Do you think the hospital staff did everything they could to help control
your pain?
When you had important questions to ask a nurse, did you get answers
that you could understand?
Did you find someone on the hospital staff to talk to about your worries
and fears?
Do you feel you got enough emotional support from hospital staff during
your stay?
Do you know who your named nurse is?
We benchmark our performance with other NHS Trusts
and aim to be amongst the best.
We endeavour to learn from other organisations to
provide excellent care for our patients.
14
Key Milestones
2015-2017
Ambition 1: We want to improve the experience of our patient’s and carers from
Engage with users to review the appointment system. Business case for administrative support for outpatient team.
Actively engage with patients and carers when developing Trust Services via the Engagement Team.
Establish Voluntary Services Steering Group and further develop links with the local community to provide
services and entertainment for patients.
Develop and implement End of life Strategy for the Trust. Support on-going education and training regarding end of life.
Implementation of individualised end of life care documentation.
Launch Trust-wide values-based customer care training programme building on the work already undertaken.
Launch monthly staff recognition scheme.
Information available on Trust web-site to reflect changes in department locations and new signage.
Ambition 2: We want to improve the information we provide to e
Review patient information leaflets and develop new information as required.
Expand on the information available in alternative formats, eg ‘easy read’.
#hello my name is … included in Divisional patient experience action plans.
Improvements in ‘communication’ categories in patient experience survey responses
Begin to develop ward information booklets.
‘This is Me’ booklet available for patients with dementia and ‘purple folder’ for people with a learning disability.
Carers Lead in post providing support for carers and promoting Carers Policy and carers agreement.
Ward staff recognise importance of role of carer.
Ambition 3: We want to meet our patients’ physical, emotional and spiritual nee
Patient safety elements monitored and information displayed at ward level.
Reduce number of hospital acquired pressure ulcers and new Catheter Associated Urinary Tract Infections
reported in the safety thermometer audit.
Protected mealtime in place on all wards and patients receiving assistance at mealtimes.
Introduce new menus on inpatient wards.
Maintain improvements in cleanliness of hospital.
Clinical areas display information for patients on support groups and advice available.
15
2017-2019
m their first contact with the Trust, through to their safe discharge from our care.
Continue to make improvements in appointments system and review patient feedback.
Increase in the number of patients, carers and Trust members involved in Trust activities (service reviews,
inspections, committees etc)
Voluntary Services Strategy in place.
Audit implementation of End of Life Strategy.
Increased levels of recognition at external awards. Monthly staff recognition scheme in place.
Information maintained and regularly reviewed regarding Trust services.
enhance communication between our staff, patients and carers.
Patient information leaflets regularly reviewed and available for patients on Trust web-site and within departments.
Increased amount of information available for patients in alternative formats.
#hello my name is … embedded within the Trust.
Significant improvement in patient experience feedback regarding communication evidenced in
national inpatient survey.
All wards have information booklets available.
Use of ‘This is Me’ and ‘purple folder’ embedded in the organisation.
Improvements in number of carers agreements in place. Carers report improved support provided.
eds while they are using our services, recognising that every patient is unique.
Reduction in number of harms caused to patients.
New (hospital acquired) harms reported in safety thermometer audit continues to fall.
Patient feedback improved in relation to rating of food and receiving assistance at mealtimes.
Improved feedback from patients reflected in national inpatient survey score.
PEAT score reflects high level of cleanliness.
Clinical areas display information for patients on support groups and advice available.
16
Patient experience reporting structure:
Reporting Structure - Patient Experience Committee
Trust Board
Risk and Quality
Committee
Quality Review
meetings with Clinical
Commissioning Group
Patient Experience
Committee
Medicine Division
Surgical Division
Patient Experience /
Complaints / PALS
Update
Noise at Night /
Tele Clinics
Care Environment
Committee / PLACE
Cancer Division
Staff Survey /
Customer Care Training
Women & Children
Division
Clinical Support
Services
Volunteers
Equality & Diversity
Learning Disabilities
Community Engagement
Patient experience surveys, friends and family, patient stories, complaints, PALS etc.
17
National policy and guidance
Recommendations and guidance from national policy and guidance have been
considered in the development of this Strategy:
Equity and Excellence: Liberating the NHS (2010)
Putting patients at the heart of the NHS. Services to be more responsive and designed
around the patient with shared decision-making the norm ‘no decision about me,
without me’.
DoH Framework for patient experience (2012)
The NHS National Quality Board agreed a working definition of patient experience to
guide the measurement of patient experience across the NHS.
Compassion in Practice – the Six C’s (2012)
Aim to deliver high quality, compassionate care and to achieve excellent health and
wellbeing outcomes. The values and behaviours are at the heart of the vision and are
set out as the 6 C’s which are Care, Compassion, Competence, Communication,
Courage and Commitment.
NHS Constitution (2013)
Describes the purpose, principles and values of the NHS and illustrates what staff,
patients and the public can expect from the service.
Francis Report recommendations (2013)
Two inquiries into the events at Mid Staffordshire Hospital identified a number of
themes and recommendations. A key action is to listen to the patient and public voice
about the quality of care provided.
NHS England Commitment to Carers (2014)
Commitments that NHS England will do to support carers.
NICE quality standard for patient experience in adult NHS services (2012 & 2014)
Sets out how a high-quality service should be organised so that the best care can be
offered to people using NHS services. It is made up of 14 statements that describe
high quality care for patients.
Putting Patients First: The NHS England Business Plan for 2014/15-2016/17
(2014)
NHS England plans to deliver high quality care for all now, for the future and
developing the organisation. Patient experience is a key objective within the plan.
NHS Outcomes Framework 2015/16
A driver for quality improvement and outcome measurement throughout the NHS.
Structured around five domains; Domain 4 ‘ensuring that people have a positive
experience of care’.
National Quality Board Improving experiences of care: our shared understanding
and ambition (2015)
Sets out what is meant by national statutory organisations across the health and care
system about people’s experiences and the NQB role in improving experiences of care.
18
Acknowledgements
We would like to thank everyone who participated in the patient and carer experience focus group sessions and
all the staff and patients who completed our survey and shared their views about improving patient experience.
Your contribution has been key to developing this Patient and Carer Experience Strategy – thank you.
Patients and Carers:
Janet Altham
Pamela Ball
Barry Brant
Heather Brant
Denice Gately
Jackie Hacker
Barbara Haws
Dorothy Hayward
Liz Johnson
Carol Pillinger
John Mobbs
Christine Palmer
Norman Phillips
Sandy Robertson
Michael Taylor
Fiona Thomson
Lesley Williams
Peter Wilson
Ronald Woodward
Patient Experience
Committee members:
Helen Altringham
David Brewer
Carol Pillinger
Pat Cotton
Caroline Dilks
Jean Eldridge
Maurice Eldridge
Jacqui Evans
Carolyn Fowler
John Gilham
Jane Hatton
Bernadette Herbert
Louise Jenkins
Jenny Kilminster
Liz Lees
Sali Lovett
Rosemary Lucey
David Martin
Jackie Martin
Karen Mead
Jenny Pennell
Carol Pillinger
Mary Tattan
Angela Thompson
Jane Unwin
Peter Wilson
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