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? On the frontline, with staff in direct contact with patients? On the board, with the non-executive and executive directors? Or in the middle, with matrons and business managers? Who is best placed to lead the improvement efforts? And what kinds of support do those people need to be effective?
Before they could answer these questions, we needed to frame the factors that shaped patients' experience in hospital and to review the lessons from the limited research available on interventions designed to improve patients’ experiences.