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because understanding and responding to the needs of patients is what delivers the highest quality care
Improving care quality is at the heart of what we do. Our QI interventions, which we operate through our Patient Experience programme, focus on patients and are driven by developing truly patient-centred care.
We offer training in proven methodologies such as Experience-Based Co-Design (EBCD), and bespoke programmes for healthcare teams based on EBCD and Patient and Family Centred Care (PFCC). We also provide formal qualifications for Patient Experience professionals.
The testing phase of our draft improvement framework for ICSs, created in collaboration with CQC and National Voices, is now complete.
Four ICSs have volunteered to test our draft framework as part of our health inequalities project, in collaboration with CQC and National Voices.
Robyn Chappell, Lived Experience Advisor, reflects on her experience co-chairing the Expert Advisory Group for our project with CQC and National Voices.
Research shows that putting the needs of patients and their families at the heart of treatment results in improved clinical outcomes
There is a strong inter-correlation between positive CQC inspection outcomes, positive clinical outcomes and positive NHS staff and inpatient annual surveys
Strong communication and patient-centred care lead to fewer complaints from patient
Staff enjoy working in organisations where patients are treated as they would want members of their family to be treated