Our purpose is to ensure patients, carers, families and staff have a positive experience of care. We do this by supporting the health and care system to accelerate awareness, understanding and spread of good practice and innovation. This infographic outlines our vision and workstreams.

1. Improving Quality
NHSEXPERIENCE OF CARE
Our purpose is to ensure patients,
carers, families and staff have a positive
experience of care. We do this by
supporting the health and care system to
accelerate awareness, understanding and
spread of good practice and innovation.
PARTNERSHIP FOR
IMPROVEMENT
1
SYSTEM
IMPROVEMENT
3 PROMOTING
EXCELLENCE
2
GOVERNANCE AND SCRUTINY
INTELLIGENCEFOR
IMPROVEMENTANDLEARNING
HORIZONSCANNINGAND
COMMUNITYLISTENING
ASSURANCE AND IMPAC
T
ASSUR
ANCEANDIMPACT
ASSURANCEAND
I
M
PACT
To meet the challenges that we face across the health and care
system, transformational change and service improvement are
essential and need to be everyone’s business.
Bringing together a wealth of knowledge, expertise and experience
from across the NHS, we are working to improve the quality of care
that people receive by achieving large scale transformational
improvement and change.
We will work through and with delivery partners so that ideas, skills
and knowledge are widely shared and spread. We will also support
the six key transformation priority areas set out by NHS England to
help deliver the NHS Outcomes Framework.
People who use services have greater choice
and control
Communities work to co-design health and
care services, in partnership with those who
commission and provide services
Everyone contributes to a positive
experience of care
Processes and systems are in place to enable
continuous improvement of people’s
experience of care
PEOPLE AS PARTNERS VALUING CARERS EVERYONE’S BUSINESS
THE VISION
Ensure that experience of care
is central to commissioning
and care delivery
IMPROVE HEALTH & WELLBEING
ENHANCE QUALITY OF LIFE
To empower and
support individuals and
communities to get
involved in their health
economy to co-produce
quality improvement
and new ways of
working to meet local
needs.
PATIENT LEADERS
Develop design principles for patient
leadership training and support
Support and empower patient and
carer leaders through development
of the ‘Participation Academy’
ENABLING COMMUNITIES OF INFLUENCE
Designing and testing local health
economy collaborations
Supporting professionals and the
public to work as equal partners
PARTNERSHIP FOR
IMPROVEMENT
1
To co-ordinate a
national hub of good
practice in
engagement,
experience and insight
to stimulate, learn,
share and spread
opportunities for
quality improvement.
METHODS & RESOURCES TO IMPROVE
Web portal to spread and share
User reviewed and rated tools
EXPERIENCE OF CARE EXCHANGE
Support sites to design and develop
innovative practice
PROMOTING
EXCELLENCE
2
EXPERIENCE OF CARE
To promote, enable and
support the necessary
conditions and
infrastructure for
commissioners and
providers to use
experience of care as a
key driver for quality
improvement.
ASSURANCE FOR EXPERIENCE OF CARE
Self-assessment tool
Peer review and accreditation
DEVELOPING PATIENT REPORTED MEASURES
Priorities include transition, primary
care, community mental health,
children and young people
SYSTEM
IMPROVEMENT
3
INSIGHT FOR IMPROVEMENT
Friends and Family Test, complaints
and translating survey data into
improvement
Governance and scrutiny
To establish a model of patient
and carer governance to provide
scrutiny, challenge and support
to enable NHS IQ’s Experience of
Care team to deliver and
evidence meaningful
improvement work.
Intelligence for
improvement learning
To define a suite of metrics
and other intellignce that
evidences the real value of
engaging patients, carers
and others as partners in
care.
Horizon scanning and
community listening
To have in place
mechanisms and
approaches to routinely
gather intelligence. @NHSIQ
www.nhsiq.nhs.uk
To find out more about the
Experience of Care Programme:
enquiries@nhsiq.nhs.uk
The involvement of patients,
carers and the public in shaping
and improving the way in which
services are designed, delivered
and improved is crucial.’
NHS Constitution
‘
PROGRAMME OF WORK
EXPERIENCE
OF CARE
LIVING
LONGER
LIVES
ACUTE CARE
& SEVEN DAY
SERVICES
PATIENT
SAFETY
LONGTERM
CONDITIONS
& INTEGRATED
CARE
EXPERIENCE OF CARE UNDERPINS ALL OF NHS IMPROVING QUALITY’S WORK

2. @NHSIQwww.nhsiq.nhs.uk
To find out more about NHS Improving Quality:
Improving health outcomes across England by providing improvement and change expertise
enquiries@nhsiq.nhs.uk
Published by: NHS Improving Quality - Publication date: April 2014 - Review date: April 2015
© NHS Improving Quality (2014). All rights reserved. Please note that this product or material must not be used for the
purposes of financial or commercial gain, including, without limitation, sale of the products or materials to any person.
Improving Quality
NHS
Improving Quality
NHS
EXPERIENCE OF CARE
Patient experience can be defined as:
the sum of all interactions,
shaped by an organisation’s
culture, that influence patient
perceptions across the continuum
of care
The Beryl Institute