What is the NHS Patient Experience Framework

You find the nhs patient experience framework as an official guide from the NHS. It was first made in 2011. This framework helps you get better care. It does this by setting clear rules for patient experience. NHS Trusts and Clinical Commissioning Groups use these rules. They use them to plan their services. Your feedback is very important. It makes sure your voice helps make care better.

Key Takeaways

• The NHS Patient Experience Framework helps healthcare workers focus on what patients need. It makes sure care is respectful and treats people with dignity. Clear talking between staff and patients helps everyone understand better. This also makes people happier with their care. Good communication can help people get better results with their health. When patients help make choices about their care, services can get better. This also makes sure care fits each person’s needs. Staff giving emotional support is very important for patients. It helps people feel better and less scared. This can help them get well faster. Your feedback is very important. It helps the NHS make services better. This makes care easier to get and more suited to you.

nhs patient experience framework

Definition

The nhs patient experience framework is a guide for patients. It shows what is most important for your care. The framework points out the main parts that affect your time in NHS care.

• You are treated with respect for your values and choices.

• Staff listen to what you want and what worries you.

• They try to understand your culture.

• Your dignity and privacy are protected.

• You are kept comfortable.

• You get support for your feelings.

These things help you feel safe and important when you get care. The framework puts your needs first.

Purpose

The nhs patient experience framework helps make your care better. It also tries to make you happier with your care. The framework tells NHS organisations to see you as a person. When care is focused on you, results are better. If doctors and nurses talk to you well, you follow your treatment better. You also look after your health more. Helping with your worries and fears helps you get better faster.

The framework helps NHS teams include patient experience in their plans. Your feedback changes how services work. You can see how patient experience links to safety and good care. NHS staff use the framework to improve care in many ways, not just one.

You want to feel good about your care, not just get good results. The framework helps NHS staff care about your feelings during treatment.

Adoption by NHS Trusts and CCGs

NHS Trusts and Clinical Commissioning Groups use the nhs patient experience framework. They use it to plan and give care. They listen to what you say and make changes that help you. The framework helps them fix problems like poor communication and hard-to-reach care.

You might see that health inequalities are not always put first. Sometimes, there is not enough proof that clinical commissioning makes these inequalities better. But, NHS changes have helped teams work together more. This means you get better access and better care.

Key Elements

Respect and Dignity

You should get care that respects your choices. The nhs patient experience framework puts dignity first. When staff treat you with dignity, you feel safe. You also feel important. Dignified care helps your feelings and helps you heal. The World Health Organization says dignity is a human right. If staff learn about respectful care, you get better help. If staff do not protect your dignity, you may feel sad. You may also feel like you do not matter. Staff must protect your dignity all the time.

Dignity is more than just a word. It affects how you feel about your care and getting better.

Communication

Clear communication helps you know about your treatment. It helps you make good choices. Staff should listen to you and explain things simply. Good communication makes patients happier. You feel more sure when you know what is happening.

Involvement

You can help decide about your care. When you share your ideas, NHS services get better. Your stories and complaints help staff see what works. They also see what needs to change. Being involved helps you get better health and better services.

• Your feedback helps make care plans.

• Patient and public involvement makes services better.

• You help make health services work well.

Emotional Support

You may feel worried during treatment. Staff should help you with your feelings. The nhs patient experience framework tells staff to help with your fears. Staff should also help your family.

Helping staff with their feelings helps them care for you better. When staff go to support sessions, they feel less stressed. They work better with patients.

• Staff who get help show more kindness.

• Support sessions help staff and lower stress.

Access

You need care that is easy to get when you need it. The framework gives ideas to make appointments more flexible. It suggests times outside normal hours. This helps people who work or have other things to do. Better access makes patients happier. It is also important to keep care going smoothly.

Your experience matters. The nhs patient experience framework uses your feedback and stories to make care better for everyone.

Importance

Patient Satisfaction

You want to feel valued when you use NHS services. The framework helps you get better care by focusing on what matters most to you. Staff listen to your concerns and explain things clearly. You get information about your treatment in a way you understand. When you can share your views, you feel more involved. The NHS Patient Experience Framework, set by the National Quality Board, guides staff to improve communication and make care easier to access. You see the difference when staff treat you with respect and involve you in decisions. These actions help you feel happier and more confident about your care.

Good communication and timely access to care make you feel satisfied. When you take part in decisions, you trust the service more.

Service Improvement

You help shape NHS services with your feedback. Staff use your ideas to make changes that matter. The framework gives teams tools to measure and improve care. You see better results when staff use these tools to check what works and what needs fixing.

You notice changes in how staff talk to you and how quickly you get help. These improvements come from listening to what you say.

Staff Support

You get better care when staff feel supported. Leaders in the NHS help staff make decisions and manage their workload. When staff have more control, they feel less stressed. You benefit because relaxed staff can focus on your needs.

• Leaders who support staff help them make good choices for your care.

• Staff with more influence feel less pressure at work.

• Less pressure means staff can give you better attention.

• When staff feel supported, you see higher satisfaction in your care.

You notice when staff are happy and confident. Their support leads to better outcomes for you and your family.

Challenges

Communication Barriers

You may notice that communication can be difficult in hospitals and clinics. Sometimes, you do not understand what staff say. You may feel nervous or worried. Staff might not have enough time to talk with you. Language differences can make things harder. Some patients do not know much about health, so they find it hard to ask questions. Staff may also have a heavy workload or lack training in talking with patients.

• Emotional state of patients

• Time restrictions

• Low patient health literacy

• Language issues

• Heavy workload

• Lack of training in health communication skills among professionals

The NHS Patient Experience Framework helps staff fix these problems. Staff use translators and interpreters to help you understand your care. They try to make the care environment friendly and welcoming. When you share your feedback, staff learn what makes communication better. Your ideas help them improve how they talk and listen.

You help staff see where communication breaks down. Your stories guide them to use simple words and give more time for questions.

Continuity

You want your care to feel smooth and connected. Sometimes, you see different doctors or nurses each time you visit. This can make you feel lost or confused. You may need to repeat your story many times. Staff might not know your history or what happened before.

The framework encourages staff to keep good records and share information. When you tell staff about your experience, they learn what makes care feel joined up. Your feedback helps them plan better handovers and follow-ups. Staff work together to make sure you get the right care at every step.

Access Issues

You need care that is easy to reach. Sometimes, you cannot get an appointment when you need one. You may live far from the clinic or have trouble travelling. Some people work during normal hours and cannot visit the doctor.

The framework asks staff to listen to your problems with access. Your feedback helps them offer appointments at different times. Staff may set up clinics closer to where you live. They try to make booking easier and faster. You help them see what stops you from getting care, so they can fix it.

Your voice matters. When you share your struggles, staff find new ways to make care open to everyone.

You use the NHS Patient Experience Framework to make care better. This guide makes sure your needs come first in every service. Staff listen to what you say and try to improve things. Your feedback helps them know what is good and what must change.

• Your stories show what works well and what should be fixed.

• Staff on the front line use your ideas to give more personal care.

• Patients and carers help leaders see real needs and offer answers.

Patient experience is as important as safety and clinical effectiveness. Your voice helps everyone in the NHS give better results.

FAQ

What is the NHS Patient Experience Framework?

You can use the NHS Patient Experience Framework as a guide. It helps you know what good care should be like. Staff use it to make your time in hospital or clinic better.

How does my feedback help improve NHS services?

Your feedback tells staff what is good and what needs to change. You share your stories and ideas with them. Staff listen and try to make care better for you.

Tip: Always say what you think after your visit. Your words help make services better in the future.

Who uses the NHS Patient Experience Framework?

NHS Trusts and Clinical Commissioning Groups use the framework. They plan and give care that matches what you need. Staff follow the rules to make your care better.

Can the framework help if I have trouble getting an appointment?

The framework helps staff see when there are problems with access. They give more choices for appointment times and make booking easier. Your feedback helps them fix these problems.

See Also

NHS Funding And Staff Salaries Linked To Patient Satisfaction

Understanding Your Rights As An NHS Patient In 2025

A Comprehensive Guide To The NHS Choices Programme

Essential Information Regarding Your NHS Patient Rights

Anticipating The NHS Referral System: What To Know