Patient Experience and Patient Public Involvement – How it Fits Together
Definitions
Patient Experience
Patient experience at NUH results from a range of activities that all impact upon
patient care, access, safety and outcomes. Patients have told us for a good patient
experience at NUH they want us to:
 Provide good treatment in a comfortable, caring and safe environment, delivered in a calm and
reassuring way
 Give them information to make choices, to feel confident and to feel in control
 Talk and listen to them as an equal and treat them with honesty, respect and dignity
NUH has used patient public feedback and the NICE quality standard for patient experience as the
basis for defining the elements that make up patient experience at NUH. See blue section of the
diagram.
The NICE clinical guidance for patient experience in adult NHS services sets out how a high-quality
service should be organised, so that the best care can be offered to people using NHS services in
England. The quality standard for patient experience in adult NHS services is made up of 14
statements that describe high-quality care for patients.
www.nice.org.uk/guidance/CG138.
Patient Public Involvement (PPI)
PPI at NUH is the process of engaging with the needs and expectations of patients
and putting the public and members at the heart of NUH decision making, to ensure
that the services and care provided are outcome driven and patient centred.
Specifically it is concerned with exchanging information, mutual listening, and
accepting that people should be allowed to influence their own care and the
services they receive.
PPI defines the way in which patients, carers and the public have a voice in decisions about how
healthcare services and research are planned, designed, delivered and evaluated. PPI must
operate on three levels:
Elements that define patient experience at NUH
 Involving individual patients and their carers in decisions about treatment and care and
empowering them to make informed decisions about their health
Tools NUH staff will use to deliver patient experience at
NUH
 Enabling patients, public and members to be involved and consulted on planning, monitoring,
evaluating and developing services, proposals to change services and decisions about the way
services operate
 Involving and engaging patients, carers and the public in planning, development, delivery and
evaluation of relevant research and research related activities to the benefit of patients
Patient Experience Elements and Standards at NUH
NUH has used the NICE clinical guidance for patient experience as the basis for defining the elements and standards that make up a good patient experience at NUH
– see table below
Elements that make up good Patient
Experience at NUH
Standards that make up good Patient Experience at NUH
Knowing the patient as an individual
•
•
Patients have opportunities to discuss their health beliefs, concerns and preferences to inform their individualised care
Patients are actively involved in shared decision making and supported by healthcare professionals to make fully informed choices
about investigations, treatment and care that reflects what is important to them
Essential requirements of care: respect for
the patient, patient concerns, nutrition, pain
management & personal needs, patient
independence, consent & capacity
•
•
Patients are treated with dignity, kindness, compassion, courtesy, respect, understanding and honesty
Patients have their physical and psychological needs regularly assesses and addressed including nutrition, hydration, pain, relief,
personal hygiene and anxiety
Tailoring healthcare services for each patient
•
Patients are made aware that they have the right to choose, except or decline treatment and these decisions are respected and
supported
Patients are made aware that they can ask for a second opinion
Patients experience care that is tailored to their needs and personal preferences, taking into account their circumstances, their
ability to access services and their coexisting conditions
Patients preferences for sharing information with their partner, family members and/or carers are established, respected and
reviewed throughout their care
•
•
•
Continuity of care and relationships
•
•
•
•
Enabling patients to actively participate in
their care: communication, information,
shared decision making
•
•
•
Patients are introduced to all healthcare professionals involved in their care, and are made aware of the roles and responsibilities
of the members of the healthcare team
Patient experience continuity of care delivered, whenever possible, by the same healthcare professional or team throughout a
single episode of care
Patient experience coordinated care with clear and accurate information exchange between relevant health and social care
professionals
Patients are made aware of who to contact, how to contact them and when to make contact about their ongoing healthcare needs
Patients experience effective interactions with staff who have demonstrated competences in relevant communication skills
Patients are supported by healthcare professionals to understand relevant treatment options including benefits, risks and potential
consequences
Patients are actively involved in shared decision making and supported by healthcare professionals to make fully informed choices
about investigations, treatment and care that reflects what is important to them