Representing estates and facilities professionals operating within the  



Patient experience improvement framework now available

NHS Improvement has published a new patient experience improvement framework. Available here, the evidence-based framework is centred around Care Quality Commission key themes to enable board and senior teams within NHS providers to continuously improve the experience of patients.


NHS Improvement says Trusts need a 'whole systems' approach to collecting, analysing, using and learning from patient feedback for quality improvement. Without this, it is almost impossible to track, measure and drive quality improvement.


The new patient experience improvement framework supports Trusts to achieve good and outstanding ratings in their CQC inspections. It has been developed in partnership with Trust heads of patient experience as a response to requests for a patient experience improvement tool.


Our framework 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’.