- Read our latest case studies
- Read the latest news on Patient Experience
- Access materials and tools from the Patient Experience Learning Programme
- Access tools and information to support you with engagement and experience activities
The Patient Experience Book
At the NHS Institute, we have worked on a number of programmes and developed materials that aim to support the NHS to improve patient experience, in particular the Patient Experience Learning Programme; Transforming Patient Experience: the essential guide and the NHS Patient Feedback Challenge. We wanted to pull together our 'institutional memory' and hand it over to everyone who will be working in the new landscape to improve the experiences of people who use health and social care services, their carers and their families. This book is for people with designated responsibility for improving patient experience - both as provides and commissioners.
NHS Patient Feedback Challenge
Nine ambitious patient experience projects are spreading their ideas to other areas of the NHS, after being selected as winners of the NHS Patient Feedback Challenge.
The NHS Patient Feedback Challenge, created and managed by the NHS Institute and funded by the Department of Health, is a one year programme designed to find and spread great approaches which use feedback from patients to improve services.
Since April, NHS organisations have been collaborating, sharing ideas, building projects and bidding for a share of the £1 million Patient Feedback Challenge Fund, which has been set aside to support the most promising approaches to measuring and improving patient experience.
Please get involved and follow the projects and engage in the work they are doing, visit the NHS Patient Feedback Challenge web platform here
Alongside the nine patient feedback challenge projects some important work has been taking place nationally and across each of the Strategic Health Authority regions to support the development of patient experience capacity and capability.
Here are the latest developments and support materials for you to download, share and get involved with:
National Discovery Work:
The SHA's, Department of Health, NHS Institute and Ipsos MORI have been working to establish a national picture of patient feedback collection and the service improvements that are achieved as a result.
In addition, we have been exploring ways to support organisations to plan their patient experience programmes.
As a result of this work we are now pleased to publish the following:
The National Survey of Patient Experience Practice in the NHS
This survey was carried out in the summer of 2012. All Trusts in England were invited to take part. It looks at current practice around collecting and using patient experience data.
Download the survey report here National Survey Summary Report
The First Prototype of the Patient Experience Self Assessment Tool
This can be used as part of your patient experience programme planning.
The Engagement Cycle - a free online resource to support patient and public engagement in commissioning
This free online resource is intended to give an overview of what is required when engaging patients, carers and the public in the decisions being made about health service provision.
This resource contains what you need to know to get started or build on what you have to ensure that patients and the public are at the heart of commissioning decisions. Click here to access the Engagement Cycle
Transforming Patient Experience: the essential guide
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 improvement
- 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 King's College London and the King's Fund. (Commissioned by the Department of Health and the NHS Institute in 2010.)Transforming Patient Experience: the essential guide is intended to be a 'living resource' which we hope to update regularly with your case studies and ideas. We hope that is will prove to be a useful source of ideas and inspiration and enable you to optimise your existing endeavours. Access the guide here.
Online Survey Poll from Snap Survey Software ...
Patient Experience Network (PEN) Events
Patient Experience Network case studies
- To collect and collate patient experiences by the modern matrons conducting taped interviews
- Developing an "are you ok" project
- Developing an "are you ok" project
- Identifying priority areas / pathways for patient experience improvement
- Planned work on patient experience at the end of life
- Focusing on patient experience in a medium size general practice