• 23Feb

    Department of Health publishes NHS Patient Experience Framework

    In October 2011 the NHS National Quality Board (NQB) agreed on a working definition of patient experience to guide the measurement of patient experience  across the NHS. This framework outlines those elements which are critical to the patients’ experience of NHS Services.

    • Respect for patient-centred values, preferences, and expressed needs,  including: cultural issues; the dignity, privacy and independence of patients and service users; an awareness of quality-of-life issues; and shared decision making;
    • Coordination and integration of care across the health and social care system;
    • Information, communication, and education on clinical status, progress, prognosis, and processes of care in order to facilitate autonomy, selfcare and health promotion;
    • Physical comfort including pain management, help with activities of daily living, and clean and comfortable surroundings;
    • Emotional support and alleviation of fear and anxiety about such issues as clinical status, prognosis, and the impact of illness on patients, their families and their finances;
    • Welcoming the involvement of family and friends, on whom patients and service users rely, in decision-making and demonstrating awareness and accommodation of their needs as care-givers;
    • Transition and continuity as regards information that will help patients care for themselves away from a clinical setting, and coordination, planning, and support to ease transitions;
    • Access to care  with attention for example, to time spent waiting for admission or time between admission and placement in a room in an in-patient setting, and waiting time for an appointment or visit in the out-patient, primary care or social care setting.