Patient experience improvement framework

NHS Improvement, June 2018

An evidence-based framework centred around Care Quality Commission key themes to enable board and senior teams in providers to continuously improve the experience of patients. It brings together the characteristics of trusts that consistently improve patient experience and enables them to carry out an organisational diagnostic to establish how far patient experience is embedded in its leadership, culture and its operational processes. Providers can use the framework to promote senior-level discussion of the factors such as leadership and culture that underpin an ability to improve patient experience. The framework integrates policy guidance with the most frequent reasons CQC gives for rating acute trusts ‘outstanding’.

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