experience of care infographic
DESCRIPTION
Our purpose is to ensure patients, carers, families and staff have a positive experience of care. We do this by supporting the health and care system to accelerate awareness, understanding and spread of good practice and innovation. This infographic outlines our vision and workstreams.TRANSCRIPT
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
1
SYSTEMIMPROVEMENT
3PROMOTINGEXCELLENCE
2
GOVERNANCE AND SCRUTINY
INTE
LLIG
ENCE
FOR
IMPR
OVEMEN
T AND LE
ARNIN
G HORIZON SCANNING AND
COMMUNITY LISTENING
ASSURANCE AND IMPACT
ASSURANCE A
ND
IMPA
CT
ASSU
RA
NC
E AN
D IMPACT
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
2
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
3
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:
The involvement of patients,carers and the public in shapingand improving the way in whichservices are designed, deliveredand improved is crucial.’NHS Constitution
‘
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
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