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  • 4Jan

    Healthwatch annual report says NHS needs to listen

    In its annual report Healthwatch England calls on services to listen to what matters most to people when it comes to their care. The report also encourages the public to keep speaking up. It finds that despite pressures on the NHS, some people continue to receive outstanding care, much of which, they say, is down…

  • 11Oct

    Patient Experience and patient/public involvement in health and care services

    Excerpts from a blog for Patient Experience Library: Across health and care services, one of the biggest make-or-break factors for quality of patient experience is “communication”. That can mean written or verbal communication. It can mean the use of medical jargon, as against language patients can understand. It can mean communicating in accessible ways –…

  • 11Oct

    Asking “What Matters to You?” Should Be an Always Event

    Always Events® are aspects of the patient experience that are so important to patients and their families that health care providers must aim to perform them consistently for every individual, every time. David McNally is leading the spread of Always Events as NHS (National Health Service) England’s Head of Experience of Care. In excerpts from…

  • 4Oct

    How videos relieve patient anxiety

    Hospital visits can be very stressful for patients, but videos relieve patient anxiety by offering accessible and useful information. Short, well-placed and informative videos can make a huge difference to the patient experience. Answering their questions, offering reassurance and helping them plan their visits can make patients feel much more prepared, and consequently less anxious…

  • 6Sep

    Joined-up listening: integrated care and patient insight

    In this article The King’s Fund articulates the opportunity that integrated care presents for using insight from people and populations to design services that meet their needs and reflect their priorities. This includes breaking down siloes within and between organisations to listen to what patients are saying across their entire pathway of care. The insight we…

  • 16Aug

    Always Events®: what have we learned so far?

    Picker has published a report which outlines the key learnings from NHS trusts involved in the scale-up and spread of Always Events. Always Events are aspects of the patient experience that are so important to patients and family members that health care providers must aim to perform them consistently for every individual, every time. Understanding what matters…

  • 9Aug

    Patients or consumers?

    Blog from The Patient Experience Library: There is a perpetual debate in the world of patient experience and patient/public involvement about how to describe anybody who is not a health professional.  The terms “patients”, “service users” and “consumers” are all used – with varying degrees of comfort or conflict. This report from the Beryl Institute sheds…

  • 2Aug

    Experience of NHS cancer care still mostly positive, shows survey

    The experience of cancer patients in England remains generally positive, according to responses from more than 69,000 people who took part in this year’s National Cancer Patient Experience Survey. Findings from the survey, which is carried out by Quality Health and managed by NHS England’s Insight & Feedback team, have been published on the survey website. …

  • 5Jul

    Blog: Advocate me

    You probably know a powerful patient advocate. The sort of person who seems to have boundless energy, expert knowledge, and an ability to tell it like it is. But what happens when experts by experience have their own moments of vulnerability? In the summer edition of the Patient Experience quarterly magazine, Sue Robins talks of her…

  • 29Jun

    The new Patient Experience Improvement Framework

    NHS Improvement launched the new Patient Experience Improvement Framework earlier this month. It’s an evidence-based framework built on Care Quality Commission key themes to enable board and senior teams in provider services to continuously improve the experience of patients. Improving patient experience is not simple. As well as effective leadership and a receptive culture, trusts need a whole…

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