1. Definitions Patient Experience Patient experience at NUH results from a range of activities that all impact upon patient care, access, safety and outcomes. Patients have told us for a good patient experience at NUH they want us to:  Provide good treatment in a comfortable, caring and safe environment, delivered in a calm and reassuring way  Give them information to make choices, to feel confident and to feel in control  Talk and listen to them as an equal and treat them with honesty, respect and dignity NUH has used patient public feedback and the NICE quality standard for patient experience as the basis for defining the elements that make up patient experience at NUH. See blue section of the diagram. The NICE clinical guidance for patient experience in adult NHS services sets out how a high-quality service should be organised, so that the best care can be offered to people using NHS services in England. The quality standard for patient experience in adult NHS services is made up of 14 statements that describe high-quality care for patients. www.nice.org.uk/guidance/CG138. Patient Public Involvement (PPI) PPI at NUH is the process of engaging with the needs and expectations of patients and putting the public and members at the heart of NUH decision making, to ensure that the services and care provided are outcome driven and patient centred. Specifically it is concerned with exchanging information, mutual listening, and accepting that people should be allowed to influence their own care and the services they receive. PPI defines the way in which patients, carers and the public have a voice in decisions about how healthcare services and research are planned, designed, delivered and evaluated. PPI must operate on three levels:  Involving individual patients and their carers in decisions about treatment and care and empowering them to make informed decisions about their health  Enabling patients, public and members to be involved and consulted on planning, monitoring, evaluating and developing services, proposals to change services and decisions about the way services operate  Involving and engaging patients, carers and the public in planning, development, delivery and evaluation of relevant research and research related activities to the benefit of patients Elements that define patient experience at NUH Tools NUH staff will use to deliver patient experience at NUH NUH has used the NICE clinical guidance for patient experience as the basis for defining the elements and standards that make up a good patient experience at NUH – see table below Elements that make up good Patient Experience at NUH Standards that make up good Patient Experience at NUH Knowing the patient as an individual Patients have opportunities to discuss their health beliefs, concerns and preferences to inform their individualised care Patients are actively involved in shared decision making and supported by healthcare professionals to make fully informed choices about investigations, treatment and care that reflects what is important to them Essential requirements of care: respect for the patient, patient concerns, nutrition, pain management & personal needs, patient independence, consent & capacity Patients are treated with dignity, kindness, compassion, courtesy, respect, understanding and honesty Patients have their physical and psychological needs regularly assesses and addressed including nutrition, hydration, pain, relief, personal hygiene and anxiety Tailoring healthcare services for each patient Patients are made aware that they have the right to choose, except or decline treatment and these decisions are respected and supported Patients are made aware that they can ask for a second opinion Patients experience care that is tailored to their needs and personal preferences, taking into account their circumstances, their ability to access services and their coexisting conditions Patients preferences for sharing information with their partner, family members and/or carers are established, respected and reviewed throughout their care Continuity of care and relationships Patients are introduced to all healthcare professionals involved in their care, and are made aware of the roles and responsibilities of the members of the healthcare team Patient experience continuity of care delivered, whenever possible, by the same healthcare professional or team throughout a single episode of care Patient experience coordinated care with clear and accurate information exchange between relevant health and social care professionals Patients are made aware of who to contact, how to contact them and when to make contact about their ongoing healthcare needs Enabling patients to actively participate in their care: communication, information, shared decision making Patients experience effective interactions with staff who have demonstrated competences in relevant communication skills Patients are supported by healthcare professionals to understand relevant treatment options including benefits, risks and potential consequences Patients are actively involved in shared decision making and supported by healthcare professionals to make fully informed choices about investigations, treatment and care that reflects what is important to them Patient Experience and Patient Public Involvement – How it Fits Together Patient Experience Elements and Standards at NUH