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Improving Quality
NHSEXPERIENCE OF CARE
Our purpose is to ensure patients,
carers, families and staff have a positive
expe...
@NHSIQwww.nhsiq.nhs.uk
To find out more about NHS Improving Quality:
Improving health outcomes across England by providing...
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Experience of care infographic

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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.

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Experience of care infographic

  1. 1. Improving Quality NHSEXPERIENCE OF CARE 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. PARTNERSHIP FOR IMPROVEMENT 1 SYSTEM IMPROVEMENT 3 PROMOTING EXCELLENCE 2 GOVERNANCE AND SCRUTINY INTELLIGENCEFOR IMPROVEMENTANDLEARNING HORIZONSCANNINGAND COMMUNITYLISTENING ASSURANCE AND IMPAC T ASSUR ANCEANDIMPACT ASSURANCEAND I M PACT To meet the challenges that we face across the health and care system, transformational change and service improvement are essential and need to be everyone’s business. Bringing together a wealth of knowledge, expertise and experience from across the NHS, we are working to improve the quality of care that people receive by achieving large scale transformational improvement and change. We will work through and with delivery partners so that ideas, skills and knowledge are widely shared and spread. We will also support the six key transformation priority areas set out by NHS England to help deliver the NHS Outcomes Framework. People who use services have greater choice and control Communities work to co-design health and care services, in partnership with those who commission and provide services Everyone contributes to a positive experience of care Processes and systems are in place to enable continuous improvement of people’s experience of care PEOPLE AS PARTNERS VALUING CARERS EVERYONE’S BUSINESS THE VISION Ensure that experience of care is central to commissioning and care delivery IMPROVE HEALTH & WELLBEING ENHANCE QUALITY OF LIFE To empower and support individuals and  communities to get involved in their health economy to co-produce quality improvement and new ways of working to meet local needs. PATIENT LEADERS Develop design principles for patient leadership training and support Support and empower patient and carer leaders through development of the ‘Participation Academy’ ENABLING COMMUNITIES OF INFLUENCE Designing and testing local health economy collaborations Supporting professionals and the public to work as equal partners PARTNERSHIP FOR IMPROVEMENT 1 To co-ordinate a national hub of good practice in engagement, experience and insight to stimulate, learn, share and spread opportunities for quality improvement. METHODS & RESOURCES TO IMPROVE Web portal to spread and share User reviewed and rated tools EXPERIENCE OF CARE EXCHANGE Support sites to design and develop innovative practice PROMOTING EXCELLENCE 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 quality improvement. ASSURANCE FOR EXPERIENCE OF CARE Self-assessment tool Peer review and accreditation DEVELOPING PATIENT REPORTED MEASURES Priorities include transition, primary care, community mental health, children and young people SYSTEM IMPROVEMENT 3 INSIGHT FOR IMPROVEMENT Friends and Family Test, complaints and translating survey data into improvement Governance and scrutiny To establish a model of patient and carer governance to provide scrutiny, challenge and support to enable NHS IQ’s Experience of Care team to deliver and evidence meaningful improvement work. Intelligence for  improvement learning To define a suite of metrics and other intellignce that evidences the real value of engaging patients, carers and others as partners in care. Horizon scanning and community listening To have in place mechanisms and approaches to routinely gather intelligence. @NHSIQ www.nhsiq.nhs.uk To find out more about the Experience of Care Programme:  enquiries@nhsiq.nhs.uk The involvement of patients, carers and the public in shaping and improving the way in which services are designed, delivered and improved is crucial.’ NHS Constitution ‘ PROGRAMME OF WORK EXPERIENCE OF CARE LIVING LONGER LIVES ACUTE CARE & SEVEN DAY SERVICES PATIENT SAFETY LONGTERM CONDITIONS & INTEGRATED CARE EXPERIENCE OF CARE UNDERPINS ALL OF NHS IMPROVING QUALITY’S WORK
  2. 2. @NHSIQwww.nhsiq.nhs.uk To 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 the purposes of financial or commercial gain, including, without limitation, sale of the products or materials to any person. Improving Quality NHS Improving Quality NHS EXPERIENCE OF CARE Patient experience can be defined as: the sum of all interactions, shaped by an organisation’s culture, that influence patient perceptions across the continuum of care The Beryl Institute

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