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Experience of care at a glance including how we work and what we will achieve.
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Improving QualityNHSEXPERIENCE OF CARE
Our purpose is to ensure patients, carers, families and staff have a positiveexperience of care. We do this by workingcollaboratively with a range of stakeholdersfrom across the health and social care systemto accelerate awareness, understanding andspread of good practice and innovation.
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.
To empower and support individuals andcommunities to get involved in theirhealth economy to co-produce qualityimprovement and new ways of workingto meet local needs.
To co-ordinate a national hub of goodpractice in engagement, experience andinsight to stimulate, learn, share andspread opportunities for qualityimprovement.
To promote, enable and support the necessary conditions andinfrastructure for commissioners andproviders to use experience of care asa key driver for quality improvement.
Governance and scrutinyTo establish a model of patientand carer governance toprovide scrutiny, challenge andsupport to enable NHS IQ’sExperience of Care team todeliver and evidencemeaningful improvementwork.
Intelligence for improvement learningTo define a suite ofmetrics and otherintellignce thatevidences the real valueof engaging patients,carers and others aspartners in care.
Horizon scanning andcommunity listeningTo have in placemechanisms andapproaches toroutinely gatherintelligence.
@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
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HOW WE WORK
EXPERIENCEOF CARE
IMPROVEMENTPROGRAMMES
IMPROVINGCAPABILITY
CONNECTIONS HORIZONS
EXPERIENCE OF CARE UNDERPINS ALL OF NHS IMPROVING QUALITY’S WORK
A S S U R A N C E A N D I M PAC T
GOVERNANCE AND SCRUTINY
INTE
LLIG
ENCE
FOR
IMPR
OVEMEN
T AND LE
ARNIN
G HORIZON SCANNING AND
COMMUNITY LISTENING
PARTNERSHIP FORIMPROVEMENT
1
SYSTEMIMPROVEMENT
3PROMOTINGEXCELLENCE
2
EXPERIENCE OF CARE
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
Ensure that experience of careis central to commissioningand care delivery
IMPROVE HEALTH & WELLBEING
ENHANCE QUALITY OF LIFE
WHAT WE WILL ACHIEVE
PARTNERSHIP FORIMPROVEMENT
1 PROMOTING
EXCELLENCE
2 SYSTEM
IMPROVEMENT
3
@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: May 2014 - Review date: May 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
