In this seven minute video clip, Anya de Iongh sets out the different elements of ‘patient experience’ and describes how service design and development needs to be framed around delivering outcomes which mean something to patients.

Anya draws on an article by Susan Shale defining the three elements of patient experience: disease and its symptoms; satisfaction with the service; and the totality of living with health, illness and treatment. She argues that designing a complete pathway needs to draw on understanding of people’s lives beyond their healthcare and frame outcomes from a patient perspective. Anya describes the 15m people in the UK as 15m people with insights and skills who could be partners in improving care.