Patient Experience Improvement Framework
The framework enables organisations to carry out an organisational diagnostic to establish how far patient experience is embedded in its leadership, culture and operational processes.
Analysis of the CQC narrative reports revealed the following consistent themes when rating acute providers as ‘Outstanding’ or ‘Inadequate’:
- leadership
- organisational culture
- compassionate care
- safe staffing levels
- consistent incident reporting and learning lessons.
The patient experience improvement framework supports improvement in these areas through self-assessment and the indicators have been identified to help providers improve under these headings:
- leadership
- organisational culture
- collecting feedback — capacity and capability to effectively collect feedback
- analysis and triangulation — the use of quality intelligence systems to make sense of feedback and to triangulate it with other quality measures
- reporting — to use patient feedback effectively by learning from it to drive quality improvement.
The role of Healthwatch is acknowledged under both ‘collecting feedback’ and ‘reporting and publication’ and is listed as one of the suggested requirements for collecting feedback. NHS Improvement will support trust boards to use the framework, which should be reviewed annually and presented to the board to demonstrate the priority of patient experience and quality improvement.
