Creating a Revolution in Patient and Customer Services Experience Being Bold in Our Ambition. Kay Fradley, Head of Patient Revolution. Research tells us…. Services are not meeting needs/expectations Understanding experience focuses on acute care and services only
Kay Fradley, Head of Patient Revolution
Ref: Robert et al (2011) What matters to patients? – Developing the evidence base for measuring and improving patient experience. National Nursing Research Unit, King’s College London
What does it mean?
Co-production between Clinician and Patients
Community and Citizen Participation
Transparency of patient voice, transparency of purpose.