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National Policy and Regulation

NHS Operating Framework 2012/13

The NHS Operating Framework 2012/13 specifically states that the NHS should collect and use patient experience information in real time and use it for service improvements: "NHS organisations must actively seek out, respond positively and improve services in line with patient feedback. This includes acting on complaints, patient comments, local and national surveys and results from 'real time' data techniques". The Operating Framework for the NHS in England 2012/13, page 17."

NHS Operating Framework 2012/13

NHS Outcomes Framework

The purpose of the NHS Outcomes Framework is to provide a national level overview of how well the NHS is performing, to provide an accountability mechanism between the Secretary of State for Health and the proposed NHS Commissioning Board; and to act as a catalyst for driving quality improvement and outcome measurement throughout the NHS by encouraging a change culture and behaviour.

The NHS Outcomes Framework is structured around five domains, which set out the high-level national outcomes that the NHS should be aiming to improve. Once of the domains (domain 4) is about ensuring that people have a positive experience of care.

NHS Outcomes Framework

NICE Quality Standards for Patient Experience in Adult NHS Services

To deliver the best possible experience for patients who use NHS Services, high quality care should be clinically effective and safe. Launched in February 2012, this quality standard and accompanying clinical guidance aim to ensure that patients have an excellent experience of care from the NHS.

NICE Quality Standards for Patient Experience in Adult NHS Services

Commissioning for Quality and Innovation Scheme (CQUIN)

The CQUIN payment framework enables commissioners to reward excellence, by linking a proportion of English healthcare providers' income to the achievement of local quality improvement goals. Since the first year of the CQUIN framework (2009/10), many CQUIN schemes have been developed and agreed.

Commissioning for Quality and Innovation Scheme (CQUIN)

Quality Accounts

Quality Accounts aim to enhance accountability to the public and engage the leaders of an organisation in their quality improvement agenda.

Quality Accounts

The NHS Constitution

The NHS Constitution commits the Government to providing a statement of NHS accountability. The NHS Constitution underpins patient experience: it reinforces the need for patient-centred care, where "there is no decision about me without me".

The NHS Constitution

Section 242 - The Statutory Duty to Involve

The Duty to Involve sets out how the NHS is expected to involve and consult communities in the planning and development of services.

Section 242 - The Statutory Duty to Involve

Essence of Care

Essence of Care aims to support localised quality improvement, by providing a set of established and refreshed benchmarks supporting front line care across care settings at a local level. The benchmarking process outlined in Essence of Care 2012 helps practitioners to take a structured approach to sharing and comparing practice, enabling them to identify the best and to develop action plans to remedy poor practice.

Essence of Care

Equity and Excellence - Liberating the NHS

The White Paper and legislative framework sets out the Government's long-term, vision for the future of the NHS. The vision builds on the core values and principles of the NHS - a comprehensive service, available to all, free at the point of use, based on need, not ability to pay.

Equity and Excellence - Liberating the NHS

Healthy Lives, Healthy People

The White Paper sets out the Government's long-term vision for the future of public health in England. The aim is to create a 'wellness' service (Public Health England) and to strengthen both national and local leadership.

Healthy Lives, Healthy People

NHS Frameworks for Patient Experience

NHS Patient Experience Framework:

In February 2012 the NHS National Quality Board (NQB) published the NHS Patient Experience Framework. This Framework outlines those elements which are critical to the patients' experience of NHS Services:

  1. Respect of patient-centred value, 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;
  2. Coordination and integration of care across health and social care system;
  3. Information, communication, and education on clinical status, progress, prognosis, and processes of care in order to facilitate autonomy, self-care and health promotion;
  4. Physical comfort including pain management, help with activities of daily living, and clean and comfortable surroundings;
  5. 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;
  6. 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;
  7. Transition and continuity as regards information that will help patients care for themselves aware from a clinical setting, and coordination, planning, and support to ease transitions;
  8. 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.

DH Patient Experience Policy Programme (PEPP)

PEPP is the collaboration between the DH Public and Patient Engagement and Experience Divison (PPEE) and the former NHS North West Service Experience Directorate. It has been set up to ensure that policy enables a positive patient experience of care. The programme has 3 core products: An Excellence Framework for patient experience policy; Recommendations for the future of patient experience feedback and short term quality assured indicators for the delivery of Domain 4 of the NHS Outcomes Framework. The audience for PEPP is primarily DH policy leads, senior managers and clinicians in the NHS in particular the National Commissioning Board.

To find our more about the Policy Framework and Patient Experience Frameworks visit Transforming Patient Experience: the essential guide