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What Matters to Patients? Developing the Evidence Base for Measuring and Improving Patient Experience, King's College London & The King's Fund, 2011

In 2012 the Department of Health and the NHS Institute commissioned King's College London and The King's Fund to undertaken research into: What Matters to Patients? Developing the Evidence Base for Measuring and Improving Patient Experience.

Two reports form part of the overall research; the Main Report and the Policy Recommendations.

Both reports are available here.

Institute for Healthcare Improvement - Innovation Series 2011 - Achieving an Exceptional Patient and Family Experience of Hospital Inpatient Care

In response to growing interest from the hospital community in better understanding and improving the experience of patients and their families during hospitalisation, the Institute for Healthcare Improvement (IHI) conducted an in-depth review of the research, studied exemplar organisations, and interviewed experts in the field. Out aim was to identify the primary and secondary drivers of exceptional patient and family inpatient hospital experience (defined as care that is patient centred, safe, effective, timely, efficient, and equitable), as measured by the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) survey's 'willingness to recommend' the hospital. The project's multi-stakeholder team included patient and family members, patient and family advisors to health care organisations, IHI faculty, and experts inpatient and family-centred care.

You can read the full paper here

The Intelligent Board Series - Patient Experience, Dr Foster Intelligence, 2010

The Intelligent Board Series gives practical, focused advise for NHS trust board members on the kind of information they should be using to understand and oversee their organisation's performance.

Patient Experience focuses on what boards can do to ensure they acquire a rounded understanding of how patients - and their families and carers - experience care or treatment. In this way, it aims to help boards fulfill their responsibility to hold their organisations to account for improving the quality and responsiveness of services, and to demonstrate this accountability to their local communities.

Read the report and to access the Intelligent Board Series here

Feeling Better? Improving Patient Experience in Hospital, NHS Confederation, 2010

There is emerging evidence that organisations with a strong emphasis on providing high-quality patient experience have found that it is linked to better health outcomes.

Find out more about this work and download the report

Getting the most out of PROMS: putting health outcomes at the heart of decision making, The King's Fund, 2010

The aim of this report is to provoke and encourage thinking about the wide range of ways in which PROMs data can be used to inform decisions. It draws on Bupa’s example to discuss how providers can use PROMs data to improve clinical performance. It also offers practical advice for commissioners in using PROMs data to assess value for money and decide how to purchase health care systems.

Visit the King's Fund website to download the report.

Developing Staff Engagement to Improve Health Service Quality:Presenting the Evidence, Aston Business School, 2009

Newly published research by Aston Business School shows that developing a climate and culture that nurtures strong staff engagement brings a range of positive outcomes to an organisation.

Trusts with higher levels of staff engagement deliver services of higher quality and perform better financially, as rated by the Care Quality Commission. They have high levels of patient satisfaction scores and lower staff absenteeism. They also have consistently lower patient mortality rates that other trusts.

You can read the full report here

The Point of Care Programme, The King's Fund

The King’s Fund point of care programme aims to transform the quality of patients’ experience in acute hospitals. This is against the background of the Department of Health’s current range of policies designed to improve patients’ experience of health care in England.

Visit the King's Fund Point of Care Programme here.

The Point of Care Measures of Patients' Experience in Hospital: purpose, methods and uses, King's Fund 2009

Seeing the Person in the Patient: The Point of Care Review Paper, King's Fund, 2008

Improving the Patient and Client Experience, Robin Youngson, May 2008

Securing a positive patient and client experience is the responsibility of all involved in providing health and social care...the following five areas have been identified as important towards ensuring a positive patient and client experience.

Download the report and to find out more here

Invest in engagement, Picker Institute Europe and Department of Health

A new on-line tool has been launched to help the NHS unlock the benefits of effective patient and public engagement in healthcare. Called ‘Invest in Engagement’ and produced by the Picker Institute Europe, the site analyses and makes accessible the results of 280 research reviews.

Funded by the Department of Health, the site aims to help NHS managers use effective patient engagement to drive up quality and productivity of care.

Invest in Engagement provides:

  • A comprehensive, easy to use evidence review of the effectiveness of patient and public engagement in health
  • Best Buys – evidence-based recommendations for investing in engagement
  • A one-stop shop for Public and Patient Experience and Engagement policy and resources

Visit the Picker website here 

People and participation - Involve, 2005

Participation works best when people feel that they can make a difference, when they have the time to fully engage with the issues and when there is a healthy relationship of mutual respect with elected representatives. It works worst when it is rushed, ill-informed and vague about the links to formal decision-making, or when it allows the loudest voices to dominate.

Download the report here

Care and Compassion ? - Parliamentary and Health Service Ombudsman

The report care and Compassion?  is based on the findings of ten independent investigations into complaints about NHS care for people over the age of 65 across England. Read the report here

Listening and Learning the Ombudsman's review of complaint handling in the NHS in England in 2012/11

This report shows, how at local level, the NHS is still not dealing adequately with the most straightforward matters.   The report includes a number of case studies which demonstrate that complaints can end up with the Ombudsman due to knee-jerk responses by NHS staff and poor complaint handling. Read the full report here

Publications from the Service

Improving Patient Experience Using CQUIN Schemes, Yorkshire & Humber SHA and the Department of Health, 2011

In a collaborative piece of work with the Department of Health, Yorkshire and Humber SHA sought the views of over 60 Chief Executives and Directors from NHS Trusts and PCTs on 'Improving Patient Experience Using CQUIN Schemes'.

The full report provides insight and recommendations into the ways in which the schemes are operating from performance, finance, contracting and quality perspectives. The findings are the result of a number of workshops and interviews and identify some of the key issues, benefits and risks of patient experience CQUIN schemes.

There are also two short reports which encapsulate the key recommendations from the provider and from the commissioner perspective.

The findings may be useful for organisations as they develop existing CQUIN schemes and consider more generally how to encourage and reward improvements in patient experience.

The download the reports please click below:

Improving patient experience using CQUIN schemes - full report

Recommendations for PCTs and GP consortia

Recommendations for providers

1000 Lives Plus - How to Guide - Learning to Use Patient Stories

Patient stories are promoted by 1000 Lives Plus as an effective and powerful way of making sure that the patient's voice is heard and that improvement of service is centred on the needs of the patient.

It is a requirement of the programme that stories are used to ensure that the patient's voice is heard at the highest level. The Guide provides an overview of the process to help with understanding, sharing of practical tools, relevant experience and offers advice on the development and use of stories.

Access the Guide and find out more here

South Birmingham NHS - Share to Care

NHS South Birmingham is exploring new ways to create a more personalised NHS experience by involving patients in improving the quality of their local health services.

Read the Share to Care document (Share_to_Care_Document_v1_2_low_res.pdf 1.36 MB)

NHS West Midlands - A Guide to Capturing and Using Patient, Public and Service User Feedback Effectively

This guide gives a simple guide to each of the different methods for collecting feedback, as well as top tips, case studies and useful resources.

Read the guide to capturing and using patient, public and service user feedback (pdf file1.40 MB).