This guidance outlines the areas of most importance to patients’ experience of NHS services. They are:
- Respect for patient-centred values, preferences, and expressed needs.
- Coordination and integration of care across the health and social care system.
- Information, communication, and education.
- Physical comfort.
- Emotional support.
- Welcoming the involvement of family and friends.
- Transition and continuity.
- Access to care.
This common evidence-based list of what matters to patients is based on a modified version of the Picker Institute Principles of Patient-Centred Care. This list of priorities could be used to guide efforts to improve services and / or to help decide which questions to ask patients (and carers) in surveys, feedback sessions etc.
Department of Health (2012). NHS Patient Experience Framework. London: Department of Health, February 2012. Gateway Reference Number 17273.