Patient-Experience-Guidance-and-Support
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Patient-Experience-Guidance-and-Support
A/HInstitute for Innovation and ImprovementThe Patient Experience BookA collection of the NHS Institute for Innovation and Improvement's guidance and Patient-Experience-Guidance-and-Support supportKZZ3Institute for Innovation and ImprovementThe PatientExperience BookA collection of the NHS Institute for Innovation and Improvement's guidance and support© Copyright NHS Institute for Innovation and Improvement 2013The Patient Experience Book is published by the NHS Institute for Innovati Patient-Experience-Guidance-and-Supporton and Improvement, i-House, University of Warwick Science Park, Millburn Hill Road, COVENTRY, CV4 7HS.Copyright in The Patient Experience Book belongPatient-Experience-Guidance-and-Support
s to the NHS Institute for Innovation and Improvement.Any third party concepts and trademarked devices have been reproduced in this document with the A/HInstitute for Innovation and ImprovementThe Patient Experience BookA collection of the NHS Institute for Innovation and Improvement's guidance and Patient-Experience-Guidance-and-Supportff, related networks and officially contracted third parties only, this includes transmission in any form or by any means, including e-mail, photocopying, microfilming, and recording All copies of this publication must incorporate this Copyright Notice.Outside of NHS England staff, related networks Patient-Experience-Guidance-and-Supportand officially contracted third parties, this publication may not be reproduced, or stored in any electronic form or transmitted in any form or by anyPatient-Experience-Guidance-and-Support
means, either in whole or in part, including e-mail, photocopying, microfilming, and recording, without the prior written permission of the NHS InstiA/HInstitute for Innovation and ImprovementThe Patient Experience BookA collection of the NHS Institute for Innovation and Improvement's guidance and Patient-Experience-Guidance-and-Support'). Such written permission must always be obtained before any part of this publication is stored in a retrieval system of any nature, or electronically.Any unauthorised copying, storage, reproduction or other use of this publication or any part of it is strictly prohibited and may give rise to civi Patient-Experience-Guidance-and-Supportl liabilities and criminal prosecution.ISBN: 978-1-907805-28-8About the NHS Institute for Innovation and ImprovementThe NHS Institute was establishedPatient-Experience-Guidance-and-Support
in July 2005 to support the transformation of the NHS, through innovation, improvement and the adoption of best practice. We enable and support the NHA/HInstitute for Innovation and ImprovementThe Patient Experience BookA collection of the NHS Institute for Innovation and Improvement's guidance and Patient-Experience-Guidance-and-Supportl build skills and capability for continuous improvement.On 1 April 2013, NHS Improving Quality is being established to bring together the wealth of knowledge, expertise and experience of a number of NHS improvement organisations. NHS Improving Quality will be hosted by the NHS Commissioning Board.W Patient-Experience-Guidance-and-Supporthy we have published this bookChange is the inspiration for this book. On 2 April 2013, a number of people working across the health system will be inPatient-Experience-Guidance-and-Support
new roles, perhaps in new organisations. Those remaining in their existing roles will need to communicate and work with any new organisations that haA/HInstitute for Innovation and ImprovementThe Patient Experience BookA collection of the NHS Institute for Innovation and Improvement's guidance and Patient-Experience-Guidance-and-Supportprove the experiences of people who use health and social care services, their carers and their families. This book is, therefore, a legacy publication.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 Patient-Experience-Guidance-and-Support particular: the Patient Experience Learning Programme; the Transforming Patient Experience: essential guide; and the NHS Patient Feedback Challenge.Patient-Experience-Guidance-and-Support
In this book, and the CD that accompanies it, we have included a range of content and materials from these programmes.1This book is for people with deA/HInstitute for Innovation and ImprovementThe Patient Experience BookA collection of the NHS Institute for Innovation and Improvement's guidance and Patient-Experience-Guidance-and-Support you need to influence others, both at management/board level and team level, to focus on improving patient experience.The content that follows provides a rich source of research evidence, stories from patients and staff and many examples of innovation. It also illustrates a range of well-tested tec Patient-Experience-Guidance-and-Supporthniques to help you work more closely with patients to understand their experience and use these insights to improve services.2Thank youWe would likePatient-Experience-Guidance-and-Support
to thank everyone who has worked with US over the years: the patients and family members who have brought their fresh eyes, insights and challenge to A/HInstitute for Innovation and ImprovementThe Patient Experience BookA collection of the NHS Institute for Innovation and Improvement's guidance and Patient-Experience-Guidance-and-Supportdesign what we hope are useful and practical products; our colleagues in the NHS Institute who have always contributed their imaginative and innovative insights and professional services; and other partner organisations that have been vital to the success of our programmes.3 Patient-Experience-Guidance-and-SupportA/HInstitute for Innovation and ImprovementThe Patient Experience BookA collection of the NHS Institute for Innovation and Improvement's guidance andGọi ngay
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