Evidence and Resources Library

Understanding and improving the patient experience

This resource explores the challenges of measuring patient experience, how data should be collected and presented, what to measure, and how to make sense of qualitative data. It provides various infographics to relate its evidence and findings.

Can compassionate healthcare be measured? The Schwartz Center Compassionate Care Scale™

This article describes the psychometrics of an instrument that measures providers’ compassion and shows that patient ratings of compassionate healthcare are valid and reliable, arguing that such ratings could inform assessment and quality improvement.

Reframing the work on patient experience improvement

This article that patient experience needs to be viewed as a primary goal in healthcare alongside other aspects such as quality and safety, rather than as an isolated aim.

Resilience: a framework for supporting hospice staff to flourish in stressful times

In 2013 Hospice UK commissioned The Point of Care Foundation to write a report about the causes of stress for hospice staff, in response to the report issued by the Commission into the Future of Hospice Care.

The Report of the Morecambe Bay Investigation

This report was commissioned to look into the maternity and neonatal services in University Hospitals Morecambe Bay NHS Foundation Trust between January 2004 and June 2013.

Patients and staff as codesigners of healthcare services

This article describes how experience-based co-design can be used to ensure that healthcare organisations realise the full potential of patients—the biggest resource they have for improving the quality of care.

Reforming the culture of healthcare: the case for intelligent kindness

PFCC programme report

This report describes the goals of the programme which ran with fifteen teams in 11 NHS organisations across England and Wales from January 2012 to November 2013.

Demonstration of a Schwartz Round

This video from St Joseph's Hospice in Hackney shows a Schwartz Round in action. The theme of this Round was 'When I made a difference'.

Staff care: How to engage staff in the NHS and why it matters

Our inaugural report argues that caring about people working in healthcare is the key to developing a caring, compassionate health service. Moreover, it argues that supporting staff should be a central driver in improving patient care, productivity and financial performance.