experience of care infographic

Improving QualityNHSEXPERIENCE OF CARE

Our purpose is to ensure patients, carers, families and staff have a positiveexperience of care. We do this bysupporting the health and care system toaccelerate awareness, understanding andspread of good practice and innovation.

PARTNERSHIP FORIMPROVEMENT

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SYSTEMIMPROVEMENT

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GOVERNANCE AND SCRUTINY

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To meet the challenges that we face across the health and caresystem, transformational change and service improvement areessential and need to be everyone’s business.

Bringing together a wealth of knowledge, expertise and experiencefrom across the NHS, we are working to improve the quality of carethat people receive by achieving large scale transformationalimprovement and change.

We will work through and with delivery partners so that ideas, skillsand knowledge are widely shared and spread. We will also supportthe six key transformation priority areas set out by NHS England tohelp deliver the NHS Outcomes Framework.

People who use services have greater choiceand control

Communities work to co-design health andcare services, in partnership with those whocommission and provide services

Everyone contributes to a positiveexperience of care

Processes and systems are in place to enablecontinuous improvement of people’sexperience of care

PEOPLE AS PARTNERS VALUING CARERS EVERYONE’S BUSINESS

THE VISION

Ensure that experience of careis central to commissioningand care delivery

IMPROVE HEALTH & WELLBEING

ENHANCE QUALITY OF LIFE

To empower andsupport individuals and communities to getinvolved in their healtheconomy to co-producequality improvementand new ways ofworking to meet localneeds.

PATIENT LEADERSDevelop design principles for patientleadership training and support

Support and empower patient andcarer leaders through developmentof the ‘Participation Academy’

ENABLING COMMUNITIES OF INFLUENCEDesigning and testing local healtheconomy collaborations

Supporting professionals and thepublic to work as equal partners

PARTNERSHIP FORIMPROVEMENT

1To co-ordinate anational hub of goodpractice inengagement,experience and insightto stimulate, learn,share and spreadopportunities forquality improvement.

METHODS & RESOURCES TO IMPROVE

Web portal to spread and share

User reviewed and rated tools

EXPERIENCE OF CARE EXCHANGESupport sites to design and developinnovative practice

PROMOTINGEXCELLENCE

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EXPERIENCE OF CARE

To promote, enable and support the necessary conditions and infrastructure for commissioners and providers to use experience of care as a key driver for qualityimprovement.

ASSURANCE FOR EXPERIENCE OF CARESelf-assessment tool

Peer review and accreditation

DEVELOPING PATIENT REPORTED MEASURESPriorities include transition, primarycare, community mental health,children and young people

SYSTEMIMPROVEMENT

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INSIGHT FOR IMPROVEMENTFriends and Family Test, complaintsand translating survey data intoimprovement

Governance and scrutinyTo establish a model of patientand carer governance to providescrutiny, challenge and supportto enable NHS IQ’s Experience ofCare team to deliver andevidence meaningfulimprovement work.

Intelligence for improvement learningTo define a suite of metricsand other intellignce thatevidences the real value ofengaging patients, carersand others as partners incare.

Horizon scanning andcommunity listeningTo have in placemechanisms andapproaches to routinelygather intelligence. @NHSIQ

www.nhsiq.nhs.uk

To find out more about theExperience of Care Programme: 

enquiries@nhsiq.nhs.uk

The involvement of patients,carers and the public in shapingand improving the way in whichservices are designed, deliveredand improved is crucial.’NHS Constitution

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PROGRAMME OF WORK

EXPERIENCEOF CARE

LIVING LONGER

LIVES

ACUTE CARE& SEVEN DAY

SERVICES

PATIENT SAFETY

LONG TERMCONDITIONS

& INTEGRATED CARE

EXPERIENCE OF CARE UNDERPINS ALL OF NHS IMPROVING QUALITY’S WORK

@NHSIQwww.nhsiq.nhs.ukTo find out more about NHS Improving Quality:

Improving health outcomes across England by providing improvement and change expertise

enquiries@nhsiq.nhs.uk

Published by: NHS Improving Quality - Publication date: April 2014 - Review date: April 2015© NHS Improving Quality (2014). All rights reserved. Please note that this product or material must not be used for thepurposes of financial or commercial gain, including, without limitation, sale of the products or materials to any person.

Improving QualityNHS

Improving QualityNHS

EXPERIENCE OF CARE

Patient experience can be de�ned as:the sum of all interactions,

shaped by an organisation’sculture, that in!uence patient

perceptions across the continuumof care

The Beryl Institute