An introduction to the NHS England’s
Improving Care Experience Through People Programme
Programme Aims:
Improving care experience is a priority for NHS England. As part of its Business Plan 2014 2017, NHS England has commissioned a research programme to work out the critical success
factors and how best to promote and support ‘leaders who use services’ to play a prominent
role in improving care experience.
The aim is to answer the question:
‘What are the critical success factors that need to be in place so that leaders who use
services can maximise their impact on improving care experience?’
The definition of leadership is broad. It includes all people who are already acting as leaders in
improving experience of care.
The definition of critical success factors is also broad. It includes and is not limited to: policy
context and drivers; organisational receptiveness; individuals’ capacity and capability; research
and current practice; funding and key outcome measures.
This research will apply co design to policy development. By working with leaders who use
services, commissioners, providers and policy makers (including NHS and voluntary sector), it
will build consensus and a shared vision of how people can work with the NHS to transform
and improve experiences of care. It will map the current picture; identify gaps and stimulate
policy and best practice exchange.
At the end of this research, NHS England will respond to co-designed proposals and formulate
its thinking based on what participants have told NHS England matters.
Programme Design:
The research team will use co-design principles, which value and engage the expertise
and resources of all stakeholders; particularly leaders who use services and citizens with
significant lived experience of health and social care who are working or aspire to making a
contribution to improving patient experience.
There are five phases of the research programme:
1. Co-designing a shared vision of peoples’ contribution to improving patient experience,
with proposals generated by leaders who use services, commissioners, providers, policy
makers and others. The conversation will start with a TweetChat 10 NOVEMBER 20.00 –
21.00 #PL4EC followed by a face-to-face Policy Co-design Workshop 13 NOVEMBER
in Birmingham with 50 participants; of whom at least 50% will be leaders who use services.
This powerful co-design team will continue to be involved throughout the programme in
shaping the recommendations to NHS England. The findings from these two co design
conversations will be published as an initial interim report
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2. Building the current picture will involve desk based secondary research, reviewing
existing evidence and primary research using surveys and interviews including with leaders
who use services to map existing policy and practice across public health, health and social
care. This research will map current progress with the co-designed vision generated in
phase one. It will also identify gaps. Gap analysis will provide evidence based
recommendations to NHS England about: future policy; national and local action needed;
missing key performance indicators and metrics, and the potential of pilots and research to
shed more light on how to accelerate change. The findings of this phase will be published
as a second interim report
3. Co-designing an evaluation and outcomes framework will formulate an evaluation
framework that NHS England can apply so it knows how commissioners and providers are
doing. This will be developed with input from the co-design team through a webinar to be
held in early 2015. This phase will also build engagement and seek ‘pledges of action’ from
participants in local health economies to move the leadership for experience agenda
forward within their circle of influence
4. Presenting recommendations to NHS England the team will present the proposed
outcomes and evaluation framework; seek challenge with and by NHS England
5. Disseminating findings and learning as a final report. The final publication will bring
together insights and learning from all 4 phases; be circulated widely, including through the
NHS England networks and with members of the co-design team.
Delivery Consortium:
NHS England has commissioned a consortium with broad experience in policy research and
development and whole system change. EY, a professional services firm with a leading
healthcare practice, and The Experience Led Commissioning Programme, run by GCA Ltd, a
socially driven commissioning support business that works to spread and embed person
centred management, are working together to deliver this programme.
The combined team has a wealth of specialist knowledge, including: commissioning, design,
provider and service transformation, evaluation, clinical care delivery, advanced programme
governance, digital health, patient leadership, active citizenship and the adoption of innovation
across the NHS.
For more information contact:
Ernst & Young: Dr Anita Goraya 07552 283081 email AGoraya@uk.ey.com
Experience Led Commissioning: Georgina Craig, Tel: 07879 480005 Email:
georgina@gcraigassociates.co.uk
NHS England: David McNally Tel: 07887 501375 Email: davidmcnally@nhs.net