The NHS Institute closed on 31 March 2013. This website is being maintained until the end of June 2013 so that registered users can download documents and view videos (but webinars are no longer available). Once this website is closed you'll be able to see all publicly available content on The National Archives website: http://webarchive.nationalarchives.gov.uk/*/http://institute.nhs.uk.

Please note that from May 1st 2013 the ability to order our hard copy materials will be temporarily suspended as we finalise the closedown of the NHS Institute and complete the transition to NHS Improving Quality (part of NHS England). It will still be possible to download publications until this website closes, which is projected to be at the end of June 2013. It is currently anticipated that many of the materials will be passed onto NHS England and should become available again later this year.

Further messages on its future will be posted here over the coming weeks.
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Welcome to the Patient Experience Network (PEN)The aim of the network is to share ideas and practice to drive improvement in patient experience. We are continuously developing our network to enable you to connect and support you to exchange experience and knowledge.

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.

The Patient Experience Book The Patient Experience Book

NHS Patient Feedback Challenge

PFC Banner.jpgNine 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 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.

Patient Experience Self Assessment Tool Patient Experience Self Assessment Tool

To find out more about the work that SHA's have been doing click here

The Engagement Cycle - a free online resource to support patient and public engagement in commissioning

Engagement cycle mod.pngThis 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 Web Banner.JPG

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.
What are organisations doing to improve Patient Experience? Watch these films to find out

Online Survey Poll from Snap Survey Software ...

Patient Experience Network (PEN) Events

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Patient Experience Network case studies


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

PEN in your region

Visit our catalogue Organisations in NHS England can now order unlimited hard copies of most of our products for free. View our catalogue to place your order now.

Post it row_1.jpg Visit the NHS Patient Feedback Challenge