The document discusses the Experience of Care NHS program which aims to ensure patients, carers, families, and staff have positive experiences of care. It does this by collaborating with health and social care stakeholders to accelerate understanding and spread of best practices. The program recognizes that transformational change is needed across the health system. It works to improve care quality by achieving large-scale improvements and supporting key priority areas. The involvement of patients, carers, and the public is crucial to shaping services.

1. EXPERIENCE OF CARE NHS
Improving Quality
Our purpose is to ensure patients,
carers, families and staff have a positive
experience of care. We do this by working
collaboratively with a range of stakeholders
from across the health and social care system
to accelerate awareness, understanding and
spread of good practice and innovation.
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.
1
PARTNERSHIP FOR
IMPROVEMENT
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.
2
PROMOTING
EXCELLENCE
To co-ordinate a national hub of good
practice in engagement, experience and
insight to stimulate, learn, share and
spread opportunities for quality
improvement.
IMPROVEMENT
PROGRAMMES
IMPROVING
CAPABILITY
3
SYSTEM
IMPROVEMENT
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.
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.
To find out more about the
Experience of Care Programme:
www.nhsiq.nhs.uk
enquiries@nhsiq.nhs.uk
@NHSIQ
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
‘
HOW WE WORK
EXPERIENCE
OF CARE
CONNECTIONS HORIZONS
EXPERIENCE OF CARE UNDERPINS ALL OF NHS IMPROVING QUALITY’S WORK
E X P E RI E NC E O F C A RE
INTELLIGENCE FOR
IMPROVEMENT AND LEARNING
HORIZON SCANNING AND
COMMUNITY LISTENING
1
PARTNERSHIP FOR
IMPROVEMENT
3
SYSTEM
IMPROVEMENT
2
PROMOTING
EXCELLENCE
GOVERNANCE AND SCRUTINY
A S S UR A N C E A ND I M PAC T
WHAT WE WILL ACHIEVE
Ensure that experience of care
is central to commissioning
and care delivery
IMPROVE HEALTH & WELLBEING
ENHANCE QUALITY OF LIFE
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

2. To find out more about NHS Improving Quality:
www.nhsiq.nhs.uk
enquiries@nhsiq.nhs.uk
@NHSIQ 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 the
purposes of financial or commercial gain, including, without limitation, sale of the products or materials to any person.
NHS
Improving Quality
NHS
EXPERIENCE OF CARE
The Beryl Institute
Patient experience can be dened as:
the sum of all interactions,
shaped by an organisation’s
culture, that in!uence patient
perceptions across the continuum
of care