Transforming patient experience: the essential guide – NHS Institute for Innovation and Improvement – 2012
“This resource is for people with designated responsibility for improving patient experience – both as providers of services and as commissioners. It is intended to provide you with the evidence you need to influence others – both at board level and team level, to focus on improving patient experience.
The content that follows provides a rich source of research evidence, stories from patients and staff and many examples of innovative ideas. It also illustrates a range of well-tested techniques to help you work more closely with patients to understand their experience and use it to improve services.”