Transforming Patient Experience: the essential guide is suitable for anyone with designated responsibility for improving patient experience – either as a provider of services or as a commissioner.
It contains practical guidance and covers the crucial aspects of:
– The importance of organisational culture
– Making the case for a patient experience improvements
– Helping leaders and staff to improve patient experience
– How to organise a patient experience programme
– Commissioning for a positive patient experience.
The resource includes the full research findings from What Matters To Patients? Developing the Evidence Base for Measuring and Improving Patient Experience a study undertaken by Kings College London and The Kings Fund. (Commissioned by the Department of Health and the NHS Institute in 2010.)
The resource also highlights real life examples of how different types of organisations across the NHS have captured patient experience to drive service improvement, for example:
- University College London on their involvement of prospective medical students in the collection of data from patients
- Hertfordshire Partnership NHS Foundation Trust, who set out to make it easier for those with learning disabilities and their carers to submit their views
- Essex County Council who realised the value of peer-to-peer work in researching service uptake by supporting volunteers to interview an older patient group