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
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Creating a Revolution in Patient and Customer Services ExperienceBeing Bold in Our Ambition
Kay Fradley, Head of Patient Revolution
Research tells us….
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
Time for a Patient Revolution ?
What is a Patient Revolution?
What does it mean?
Customer Services Culture
Co-production between Clinician and Patients
Community and Citizen Participation
Transparency of patient voice, transparency of purpose.
Stimulating a revolution
Building Capacity for the Future