About our Patient Experience work

We have worked for several years with staff across the NHS whose roles focus on patient experience. Between 2015 and 2019 we created and ran the Heads of Patient Experience (HOPE) network, with funding from NHS England and NHS Improvement. Through this work we learned a great deal about the roles played by patient experience professionals, and the challenges they face in their work.

In 2018 we launched a new qualification, the Foundations in Patient Experience course, with the aim of supporting the professional development of patient experience staff, and enabling cohorts of colleagues from around the NHS to work together and learn from each other during the process. We have since run regular courses and, responding to demand, we have provided bespoke versions of the course to groups of staff within individual NHS trusts.

With the end of funding to support the HOPE network, we are exploring further ways in which to continue supporting patient experience professionals alongside the Foundations course. These pages contain further information about the Foundations course, and an archive of proceedings from the HOPE network meetings we ran, and a set of resources developed through our work to date. The resources are feely available and include a video toolkit on using patient experience data to improve care quality.