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Patient Centred Care

“Do listen to your patients; always have them at the centre of your thinking, that’s what makes the big, big difference”

Considering services from a user’s point of view is a fantastic way of helping professionals involved to take a step back and see their services from a new perspective.

This becomes a powerful motivator and driver for change, and can help to increase clinical engagement in the project. When staff hear how patients experience their services, the need for improvement is immediately apparent and the case for change becomes compelling.

We make many assumptions that we know what it is like for patients and carers, but taking the step of actively finding out and involving them is critical when designing or changing a service.

We heard time and again from individuals and organisations that we talked to, how powerfully the patient perspective was and how it motivated and inspired staff to transform their services: 

“Nobody could argue about it because we were talking about making the patient journey better”

“Telling the patients story has kept the focus in the right place and been a powerful motivator”

"It's the way patients feel at certain points of their care that leads us to the hard improvements"

Key questions you should ask about patient involvement in designing your service

These are some questions that you should ask yourself as you develop joined-up services:

How do we know the experience of patients who use our services?

Are we using patient information & experience as a baseline measurement for improvement?

Are we developing the right approach, skills and tools to enable us to engage meaningfully with patients and the public?

Do we gather and use patient stories as a powerful driver for improvement?

Are we ensuring that patients and carers are actively involved in an ongoing and meaningful way in our programme?

What are we doing to involve the public and staff in developing the vision?

Are we debating some of the difficult options and decisions about service configurations with the public?

Are we fully utilising the potential of technology to engage and involve service users?

Case study

See how Barking and Dagenham PCT used the Experience Based Design Approach (EBD) to engage with patients and staff. Understanding how patients experience services, has shaped the pathway redesign, and they continue to be involved in the development and delivery of new services,

“the effect on clinicians hearing how patients experienced their services was astonishing and changed the conversations”

Patient experience and engagement resources Resources to support you with patient engagement and experience

Measuring the improvement guide

A straightforward process to enable you to measure the improvements you are making to your service

Download the 'Measuring the Improvement guide'

Joined-up care literature review

Download the literature review


Read Joined-up care case studies relating to:

  • Patient centred
  • Leadership
  • Culture
  • Workforce
  • Making it Happen
Visit the case studies page for downloads and films

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