The National Quality Board, which includes key national organisations across the health and care system, has published a document setting out their shared understanding and ambition for improving people’s experience of care. It includes evidence such as examples of good practice and resources, to support organisations and individuals in improving experiences of care.
The document sets out that having a good experience of care, treatment and support is an essential part of an excellent health and social care service. It defines:
- What the National Quality Board means by experience of care
- Why it’s important
- What is a good experience of care
The document sets out the ambition that improving people’s experiences will be as important as improving clinical outcomes and safety, and describes how this will require a fundamental shift in how people’s experiences are viewed and valued. The organisations comprising the National Quality Board make a number of commitments to making that happen, including:
- Always meaningfully engaging and involving people who use our health and care services, their carers, families and the public when carrying out our roles and promoting this way of working as ‘everyone’s business’ throughout the NHS.
- Actively promoting and communicating Our shared understanding and ambition throughout the system.
- Supporting the health and care system to improve people’s experiences of care through our main roles and responsibilities.
- Making sure we all use Our shared understanding and ambition to work together to make the most of opportunities to improve experiences.
The document includes a number of examples of good practice and resources.