Excerpt

This guidance is directed to all NHS services, including primary and community care, e.g. NHS dentistry services as well as district nursing and health visitor services, and hospital inpatient and outpatient care. The guidance is directed to all staff involved in providing NHS services. Many interactions are with clinically trained staff but interaction with non-clinical staff can have a profound effect on patient experience of care. As the guidance is generic in nature we have concentrated on core areas such as staff-patient interaction. There are inevitably a large number of areas not covered and are important for patient experience. Most frameworks of patient experience include the physical environment and access but to enable us to develop guidance in the time available it was agreed with NICE that we would not look at these. There are many groups of patients who have needs beyond those that generic guidance can cover. Patient experience issues specific to particular topics will be covered as usual in topic specific guidance and quality standards.

Many of the recommendations in this guidance overlap with recommendations from policy documents and codes of professional organisations. The inclusion of these items in quality standards will allow the NHS to be held to account for the delivery of these key areas for patient experience.

Contents

• Guidance development group members
• Acknowledgments
• Acronyms and abbreviations
• 1. Setting the scene
  • Summary of key messages and focus for this guidance
• 2. Development of the guidance
  • 2.1. What is a NICE clinical guideline?
  • 2.2. Remit
  • 2.3. Who developed this guidance?
  • 2.4. What this guidance covers
  • 2.5. What this guidance does not cover
  • 2.6. Relationships between this guidance and other NICE guidance
• 3. Methods
  • 3.1. Overview of approach to guidance development
  • 3.2. Existing patient experience frameworks
  • 3.3. Patient experience scoping study - a focused thematic qualitative
  • 3.4. NHS surveys
  • 3.5. Existing NICE recommendations
  • 3.6. Systematic literature reviews
  • 3.7. Developing recommendations
  • 3.8. Validation process
  • 3.9. Updating the guidance
  • 3.10. Disclaimer
  • 3.11. Funding
• 4. Guidance summary
  • 4.1. Full list of recommendations
• 5. Themes for patient experience recommendations and quality standards
  • 5.1. Introduction
  • 5.2. Patient Experience frameworks
  • 5.3. What themes emerge from studies of patient experience?
  • 5.4. What areas of patient experience are important to NHS patients?
  • 5.5. Guidance development group discussion of frameworks and themes
• 6. Knowing the patient as an individual
  • 6.1. Introduction
  • 6.2. Evidence reviews and other inputs
  • 6.3. Recommendations and link to evidence
• 7. Essential requirements of care
  • 7.1. Introduction
  • 7.2. Evidence reviews and other inputs
  • 7.3. Recommendations and link to evidence
• 8. Tailoring healthcare services for each patient
  • 8.1. Introduction
  • 8.2. Evidence reviews and other inputs
  • 8.3. Recommendations and link to evidence
• 9. Continuity of care and relationships
  • 9.1. Introduction
  • 9.2. Evidence reviews and other inputs
  • 9.3. Recommendations and link to evidence
• 10. Enabling patients to actively participate in their care
  • 10.1. Introduction
  • 10.2. Communication
  • 10.3. Information
  • 10.4. Shared decision making
  • 10.5. Patient education programmes
• 11. Glossary
• Appendix A. Scope
• Appendix B. Thematic qualitative review: scoping report
  Sophie Staniszewska, Felicity Boardman, Lee Gunn, Julie Palmer, Diane Clay, Kate Seers, and Jo Brett.
• Appendix C. Existing NICE recommendations
• Appendix D. Literature review questions and protocols
• Appendix E. Literature search strategies
• Appendix F. Evidence tables: clinical studies
• Appendix G. Evidence tables: economic studies
• Appendix H. Declarations of Interest
• Bibliography