Patient experience improvement framework

NHS England | June 2018 | Patient experience improvement framework

This patient experience improvement framework supports NHS trusts and foundation trusts to achieve good and outstanding ratings in their Care Quality Commission (CQC) inspections. We have developed it in partnership with trust heads of patient experience as a response to requests for a patient experience improvement tool.

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. It is divided into six sections, each sub-divided and listing the characteristics and processes of organisations that are effective in continuously improving the experience of patients.
It also integrates policy guidance with the most frequent reasons CQC gives for rating acute trusts ‘outstanding’, as identified in NHS Improvement’s review of CQC reports in January 2018.

The framework can be accessed from NHS Improvement 


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