Patient experience Our work on patients' experience of using health and care services Content Type Viewing: Our work Our work Publications Projects Blog posts Events Multimedia Press releases Share this content Share on Twitter Share on Facebook Share on LinkedIn Share on Email Print this page Completed project Patients’ experiences of NHS administration The King’s Fund carried out a project to explore patients’ experiences of NHS administrative processes and staff. Blog NHS admin: how does it affect patient experience? NHS administrative processes and staff have an important role to play in delivering care. But what happens when administration is poor? What impact can it have on patient experience? As we begin our new project on NHS administration, Lillie Wenzel shares the findings from our early work. Report The public and the NHS: what's the deal? In March 2018 The King’s Fund and Ipsos MORI carried out a series of discussion events with the public to explore people's views on the relationship between the public and the NHS. This report sets out the findings. Blog Listening to patients, carers, staff and communities... do we care enough? Durka Dougall challenges NHS leaders to work more closely with patients, carers and staff in order to understand what's important to them and make the tough decisions together. Blog How will we know integration of health and care services is working? Listening to people and learning from their experiences offers the opportunity to change care for the better. Imelda Redmond, National Director of Healthwatch England, explains why involving users will give a better, bigger picture of how integration is working. Report Understanding integration: how to listen to and learn from people and communities Lived experience is a powerful tool to improve existing services and identify new and better ways to meet people’s needs. This practical guide will help systems to co-ordinate services around what matters to people and communities. Blog Making sense of the Health and Care Bill: why we need a clearer explanation of how people could benefit from the reforms How could patients, service users and the wider public benefit from the government’s proposed health reforms? Chris Naylor explains why there needs to be a clearer answer to that question. Long read Admin matters: the impact of NHS administration on patient care High-quality NHS admin processes can improve patient experience, help to address inequalities and promote better care. This long read suggests a framework for improving the quality of admin based on insight from patients, carers and NHS staff. Online event Using digital solutions to transform the delivery of care Blog The Covid-19 vaccine rollout: an opportunity to bring digital health and care into the community Digital health and care must work for as many as possible or we risk exacerbating inequalities. The vaccine rollout provides an unmissable opportunity to address longstanding gaps in care delivery. Blog The role of trauma-informed care during the Covid-19 pandemic Deborah Fenney looks at how health and care professionals have been using trauma-informed approaches to create safe environments and support for people during the Covid-19 pandemic. Blog A tale of two Acts: the Mental Health Act, the Mental Capacity Act, and their interface Helen Gilburt shares her research into how mental health and social care professionals make decisions around whether to detain people with mental disorders under the Mental Health Act or the Mental Capacity Act – Deprivation of Liberty Safeguards. Her research uncovered a range of understandings and misunderstandings which impact on practice. Press release 'The impact of Covid-19 on waiting times for NHS patients will be felt for years to come': The King's Fund responds to latest NHS performance statistics David Maguire, Senior Analyst at The King’s Fund responds to the latest NHS performance statistics. Press release 'Patients can unfortunately expect long waits for care to continue': The King's Fund comments on patient surveys and performance data Today sees the publication of monthly hospital performance data and the GP Patient Survey 2020 results, revealing significant challenges ahead for the health service. Our experts say patients ‘can unfortunately expect long waits for care to continue’ and we need ‘honest conversations with patients and the public about what they can realistically expect’. Blog Shielded voices: hearing from those most in need Charlotte Augst, Chief Executive of National Voices, and Dan Wellings, Senior Fellow at The King’s Fund, make the case for including communities using services in the Covid-19 response. Blog Learning from Grenfell: how can services better work with the communities they serve? As health and care services rapidly transform to tackle the Covid-19 (coronavirus) outbreak, Sally Warren considers the value of working with and within communities to drive change, drawing on the lessons learnt in the aftermath of the Grenfell tragedy. Blog Learning the lessons from Grenfell: ‘our stories and our voice’ The Grenfell tragedy and its aftermath have revealed that public sector organisations do not always adequately serve local communities. In this guest blog, authors from Grenfell United reflect on the importance of sharing stories and real engagement at all levels to build trust and ensure meaningful support. Long read Unconventional health and care: five organisations delivering care differently How can we make sure that people always receive the compassionate care they need? Ben Collins looks at five organisations that are thinking differently about how they support patients and service users, and considers what we can learn from their unconventional approaches. Library blog Better patient information, better patient outcomes: the role of health libraries As Health Information Week gets underway, Deena Mags explores how health libraries are helping patients and the public to be better informed, and some of the challenges around providing meaningful and informative information. Video Neil Tester: The empowered patient Neil Tester, Deputy Director, Healthwatch England delivered the opening plenary on day two of The King's Fund 2019 Digital health and care congress. Blog A new trend in elective hip surgery? After more than a decade of steady growth, the number of elective hip procedures is in decline. Deborah Ward and Lillie Wenzel unpack this surprising trend. Blog The NHS misses its new target for planned elective care Siva Anandaciva considers the shift in priorities for the elective care waiting list and outlines three key considerations for developing a new strategy: how to best measure waiting times, setting realistic targets and the importance of short waits for patients. Video Fatima Elguenuni: language, listening and the Grenfell community Fatima Elguenuni talks about the importance of language and listening in the context of delivering health services to the Grenfell community. Commissioned report Outcomes for mental health services: what really matters? An independent commissioned report, Outcomes for mental health services, considers the difficulties in measuring outcomes in mental health services, and calls for consensus between health care professionals and service users on what outcomes actually matter. Got a question? Ask a librarianReading listImproving patients' experience reading list A selected list of references held by The King's Fund library. TopicPatient involvement: Our work on the role of patients and the public in health and care and service designTopicPatient leadership: Our work on collaborative leadership among clinicians, managers, patients and service users
Completed project Patients’ experiences of NHS administration The King’s Fund carried out a project to explore patients’ experiences of NHS administrative processes and staff.
Blog NHS admin: how does it affect patient experience? NHS administrative processes and staff have an important role to play in delivering care. But what happens when administration is poor? What impact can it have on patient experience? As we begin our new project on NHS administration, Lillie Wenzel shares the findings from our early work.
Report The public and the NHS: what's the deal? In March 2018 The King’s Fund and Ipsos MORI carried out a series of discussion events with the public to explore people's views on the relationship between the public and the NHS. This report sets out the findings.
Blog Listening to patients, carers, staff and communities... do we care enough? Durka Dougall challenges NHS leaders to work more closely with patients, carers and staff in order to understand what's important to them and make the tough decisions together.
Blog How will we know integration of health and care services is working? Listening to people and learning from their experiences offers the opportunity to change care for the better. Imelda Redmond, National Director of Healthwatch England, explains why involving users will give a better, bigger picture of how integration is working.
Report Understanding integration: how to listen to and learn from people and communities Lived experience is a powerful tool to improve existing services and identify new and better ways to meet people’s needs. This practical guide will help systems to co-ordinate services around what matters to people and communities.
Blog Making sense of the Health and Care Bill: why we need a clearer explanation of how people could benefit from the reforms How could patients, service users and the wider public benefit from the government’s proposed health reforms? Chris Naylor explains why there needs to be a clearer answer to that question.
Long read Admin matters: the impact of NHS administration on patient care High-quality NHS admin processes can improve patient experience, help to address inequalities and promote better care. This long read suggests a framework for improving the quality of admin based on insight from patients, carers and NHS staff.
Blog The Covid-19 vaccine rollout: an opportunity to bring digital health and care into the community Digital health and care must work for as many as possible or we risk exacerbating inequalities. The vaccine rollout provides an unmissable opportunity to address longstanding gaps in care delivery.
Blog The role of trauma-informed care during the Covid-19 pandemic Deborah Fenney looks at how health and care professionals have been using trauma-informed approaches to create safe environments and support for people during the Covid-19 pandemic.
Blog A tale of two Acts: the Mental Health Act, the Mental Capacity Act, and their interface Helen Gilburt shares her research into how mental health and social care professionals make decisions around whether to detain people with mental disorders under the Mental Health Act or the Mental Capacity Act – Deprivation of Liberty Safeguards. Her research uncovered a range of understandings and misunderstandings which impact on practice.
Press release 'The impact of Covid-19 on waiting times for NHS patients will be felt for years to come': The King's Fund responds to latest NHS performance statistics David Maguire, Senior Analyst at The King’s Fund responds to the latest NHS performance statistics.
Press release 'Patients can unfortunately expect long waits for care to continue': The King's Fund comments on patient surveys and performance data Today sees the publication of monthly hospital performance data and the GP Patient Survey 2020 results, revealing significant challenges ahead for the health service. Our experts say patients ‘can unfortunately expect long waits for care to continue’ and we need ‘honest conversations with patients and the public about what they can realistically expect’.
Blog Shielded voices: hearing from those most in need Charlotte Augst, Chief Executive of National Voices, and Dan Wellings, Senior Fellow at The King’s Fund, make the case for including communities using services in the Covid-19 response.
Blog Learning from Grenfell: how can services better work with the communities they serve? As health and care services rapidly transform to tackle the Covid-19 (coronavirus) outbreak, Sally Warren considers the value of working with and within communities to drive change, drawing on the lessons learnt in the aftermath of the Grenfell tragedy.
Blog Learning the lessons from Grenfell: ‘our stories and our voice’ The Grenfell tragedy and its aftermath have revealed that public sector organisations do not always adequately serve local communities. In this guest blog, authors from Grenfell United reflect on the importance of sharing stories and real engagement at all levels to build trust and ensure meaningful support.
Long read Unconventional health and care: five organisations delivering care differently How can we make sure that people always receive the compassionate care they need? Ben Collins looks at five organisations that are thinking differently about how they support patients and service users, and considers what we can learn from their unconventional approaches.
Library blog Better patient information, better patient outcomes: the role of health libraries As Health Information Week gets underway, Deena Mags explores how health libraries are helping patients and the public to be better informed, and some of the challenges around providing meaningful and informative information.
Video Neil Tester: The empowered patient Neil Tester, Deputy Director, Healthwatch England delivered the opening plenary on day two of The King's Fund 2019 Digital health and care congress.
Blog A new trend in elective hip surgery? After more than a decade of steady growth, the number of elective hip procedures is in decline. Deborah Ward and Lillie Wenzel unpack this surprising trend.
Blog The NHS misses its new target for planned elective care Siva Anandaciva considers the shift in priorities for the elective care waiting list and outlines three key considerations for developing a new strategy: how to best measure waiting times, setting realistic targets and the importance of short waits for patients.
Video Fatima Elguenuni: language, listening and the Grenfell community Fatima Elguenuni talks about the importance of language and listening in the context of delivering health services to the Grenfell community.
Commissioned report Outcomes for mental health services: what really matters? An independent commissioned report, Outcomes for mental health services, considers the difficulties in measuring outcomes in mental health services, and calls for consensus between health care professionals and service users on what outcomes actually matter.
Reading listImproving patients' experience reading list A selected list of references held by The King's Fund library.
TopicPatient involvement: Our work on the role of patients and the public in health and care and service design
TopicPatient leadership: Our work on collaborative leadership among clinicians, managers, patients and service users
