Highly responsive to patients' needs and preferences

Organisations should respond to feedback in any form, dealing with concerns and complaints quickly and at the right level. They should ensure that care is designed around patients’ needs, and that patients and carers are included in decision-making and in discussion about change.

Related publications

Patient-centred leadership

This report summarises the main findings of the Francis Inquiry into the failings of care at Mid Staffordshire in relation to NHS leadership and culture.

Experience-based co-design: working with partners to improve health care

Our toolkit outlines a powerful and effective way of improving patients' experience of services, and helps you assess how it can help you meet your aims.

The patient-centred care project: evaluation report

This independent evaluation report, commissioned by the Fund, describes the process and impact of the EBCD project within breast cancer services.

Patients' preferences matter: stop the silent misdiagnosis

Misdiagnosing patients' preferences may be less obvious than misdiagnosing disease, but the consequences for the patient can be just as severe.

Related blogs

Transforming patient experience: not a quick fix

Turning around a culture of care takes courage, because you can’t start to improve things without first admitting that you could have been doing things better, says Joanna Goodrich.

Patient-centred care: the universal power of stories

Jocelyn Cornwell discusses the dynamic, culture-changing power of stories and story-telling in health care.

Working with patients to improve health services

Joanna Goodrich asks can we really expect to improve services in a way that makes a difference to patients if we don’t listen to their experiences?

Improving patient experience: it's the little things that matter

The Point of Care team reflect on how the smallest actions on the part of staff can make a huge difference to patients’ experience of care.

Related videos

Hearing the patient voice

Anya de Iongh draws on her experiences as a patient to discuss the different challenges patients may face during their care journey, and to emphasise the importance of working alongside patients to improve care.

The role of the patient in improving quality

Havi Carel, Senior Lecturer in Philosophy, University of Bristol, and a patient, gives a philosophical perspective on patients and improving the quality of care.

What patients really want

Ceinwen Giles, Trustee, Shine Cancer Support, talks about how her experiences of the health service and her work in international development have influenced her thinking on what it means to be a patient.

Related audio and audio-slideshows

Marc Bush: Making better use of patients' experiences

Dr Marc Bush, Director of Policy and Intelligence at Healthwatch England, explores the role of Healthwatch England, and the importance of involving patients in the design of services in their areas.

Developing patient leaders to drive change

Harry Cayton, Chief Executive of the Professional Standards Authority, introduces seven different types of leader and stresses the importance of patient leaders driving change in the NHS.

Achieving organisational change in partnership with patients

Leslee Thompson and Anndale McTavish share how the team at Kingston General Hospital have worked in partnership with patients and families to achieve massive organisational change.