Publications 

Measures of patients' experience in hospital: Purpose, methods and uses

This paper provides a brief guide to the various methods for measuring patients’ experience to help trust boards and other interested parties decide which measurement and feedback tools are appropriate for their requirements. (The King's Fund, 3 August 2009)

Enabling compassionate care in acute hospital settings

The ‘Enabling Compassion’ workshop held in November 2008 was intended to gain insight into what prevents and what enables compassionate care. (The King's Fund, 1 April 2009)

Seeing the Person in the Patient: The Point of Care review paper

How can we ensure that patients in hospital are treated with respect and compassion? This paper assesses patients' experiences of hospital care and suggests that staff at all levels help to shape that experience. It proposes two initiatives that have the potential to promote compassion in care. (The King's Fund, 3 December 2008)

Articles

2010

Caring for patients means caring for nurses

As far as patient and staff experience is concerned, no problem is too small. As well as tackling the issues, leaders must involve their teams in the solutions, says Jocelyn Cornwell. (Nursing Times. 16 March 2010)

Supporting staff to deliver compassionate care using Schwartz Center Rounds – a UK pilot

Staff who feel supported deliver better care. This article explores how a US system, which encourages sharing of experiences, is being piloted in the UK. (Nursing Times, 5 February 2010)

In praise of compassion

The casual reader of recent reports might be forgiven for thinking that nurses have no interest in compassion – in this article Jocelyn Cornwell explores compassion in nursing. (Journal of Research in Nursing, January 2010)

2009

See the person in the health professional: how looking after staff benefits patients

Improving staff experience is an essential step towards providing high quality care, says Jocelyn Cornwell, Director of The Point of Care programme. (Nursing Times, 4 December 2009)

A patient’s journey: Mesothelioma

Professor Kieran Sweeney was diagnosed with malignant mesothelioma at age 57. He describes his thoughts on the interactions with the health professionals who care for him. (British Medical Journal, 14 August 2009)

Exploring how to measure patients' experience of care in hospital to improve services

With the requirement that patients’ experience of care be measured as part of the drive to improve quality across the NHS, acute trusts face the challenge of choosing from a potentially dizzying array of options for carrying this out. The Point of Care programme explores its thinking on this topic. (Nursing Times, 27 July 2009)

What’s the difference between a hospital and a bottling factory?

Efficient processes are essential to good and cost effective care. But health services need to look beyond manufacturing for models, argue Alec Morton and Jocelyn Cornwell. (British Medical Journal, 20 July 2009)

Exploring how to improve patients' experience in hospital at both national and local levels

The Point of Care programme wanted to know what kinds of intervention were more likely to achieve positive results and why. Where should staff and hospital senior leaders with an interest in improving patients’ experience focus their effort? Who is best placed to lead the improvement efforts? (Nursing Times, 6 July 2009)

Exploring the wide range of terminology used to describe care that is patient-centred

The language that hospital staff use to describe patient care can differ from that found in research and policy documents, so terms must be chosen carefully, says Joanna Goodrich, Point of Care programme manager. (Nursing Times, 19 May 2009)

Exploring how to enable compassionate care in hospital to improve patient experience

This article is the first in a series by The Point of Care programme looking at practical interventions to improve patients’ experiences of care. It discusses what compassion means, what might prevent consistent compassionate care, and what practical changes could enable compassion. (Nursing Times, 21 April 2009)

2008

Service with a smile

Most of us know from our own experiences that while care is often fantastic, it is sometimes impersonal and lacks compassion. Jocelyn Cornwell discusses experience-based co-design and the Schwartz Center Rounds: two proven techniques for helping staff promote compassion in care and improve patients' experiences. (The Guardian, 10 December 2008)