Service improvement often focuses either on clinical-systematic care processes or on patients' experiences. Patient and family-centred care offers a unique opportunity to use tried and tested techniques to improve both processes of care and staff-patient interactions.
The Patient and Family-centred Care programme was a partnership with The King’s Fund (building on the Hospital Pathways programme). It broke new ground in improving the experience of hospital care for patients and their families, and the working lives of staff.
The goal was to develop a small number of exemplary NHS provider organisations and a team of professional staff and managers who can demonstrate their achievements to others, and bring sustainable improvement in patients' experience.
The aim was to allow patients to:
The programme provided leadership development and on-site support for the selected provider organisations, and included a series of learning events and rapid improvement days, supported by expert coaching and mentoring.
Building on the work of the programme, the Patient and Family-Centred Care (PFCC) toolkit is a simple, step-by-step method for understanding what a care experience is like, what needs to change, and which small improvements can make a big difference to patients, families and staff alike. More about this toolkit is available on the King's Fund website.