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NICE publishes new quality standard and guidance on patient experience in NHS services

NICE has today (24 February) published a new quality standard and guidance on patient experience in adult NHS services.

There have been a number of documents and initiatives over the past few years that have highlighted the importance of patient experience and the need to focus on improving this experience where possible. Such proposals have underlined the significance of the entire patient experience within the NHS, ensuring people are treated with compassion, dignity and respect within a clean, safe and well-managed environment.

To deliver the best possible experience for patients who use NHS services, high quality care should be clinically effective and safe. This quality standard and accompanying clinical guidance aim to ensure that patients have an excellent experience of care from the NHS.

The new quality standard for improving the quality of patient experience includes ensuring that patients are given the opportunity to discuss their health beliefs, concerns and preferences in order to individualise their care. It also states that patients have their physical needs (such as nutrition, hydration, personal hygiene and pain relief) and psychological concerns (such as fear and anxiety) assessed. In addition the standard states that patients are made aware that they have the right to choose, accept or decline treatment and these decisions are respected and supported.

NICE is today also publishing accompanying clinical guidance on patient experience in adult NHS services. This guidance promotes person-centred care that takes into account a patient's needs, concerns and preferences. It acknowledges the value patients place on healthcare professionals acknowledging their individuality and the unique way in which each person experiences a condition and its impact on their life. The guidance therefore makes a number of recommendations on knowing the patient as an individual, essential requirements of care, and enabling the patient to actively participate in their care. Recommendations include:

  • Develop an understanding of the patient as an individual, including how the condition affects the person, and how the person's circumstances and experiences affect their condition and treatment.
  • Ensure that the patient's personal needs (for example, relating to continence, personal hygiene and comfort) are regularly reviewed and addressed. Regularly ask patients who are unable to manage their personal needs what help they need. Address their needs at the time of asking and ensure maximum privacy

Christine Carson, Programme Director, Centre for Clinical Practice at NICE said: "Understanding and improving patient experience of NHS services is essential to providing a service based on patients' needs. Ensuring that the NHS is patient centered is crucial; therefore NICE is pleased to be publishing both a quality standard and guidance that will aid healthcare professionals in delivering the very best experience for patients, right across the NHS."

Dr Peter Carter, RCN Chief Executive and General Secretary, said: "The RCN welcomes the publication of this NICE quality standard and guidance. They are important and practical steps forward in ensuring that the NHS takes proper account of patients' experiences in care. The quality standard and guidance echo the approach taken in the RCN's "Principles of Nursing Practice", in supporting nurses and healthcare assistants in delivering high-quality and safe care. We look forward to seeing the NICE quality standard reflected in commissioning intentions and to links being made between them and the NHS and social care outcomes frameworks."

The quality standard and guidance are available on the NICE website from Friday 24 February at: http://www.nice.org.uk/guidance/qualitystandards/patientexperience/home.jsp and http://www.nice.org.uk/cg138

Ends

Notes to Editors

1. The NICE quality standard and guidance are available on the NICE website from Friday 24 February at: http://www.nice.org.uk/guidance/qualitystandards/patientexperience/home.jsp and http://ww.nice.org.uk/cg138

Please contact the press office for embargoed copies.

2. NICE quality standards (QS) are a set of specific, concise statements and measures that act as markers of high-quality, clinical and cost-effective patient care. They apply nationally in health and social care, and are developed from the very best available evidence, such as NICE guidance or other NHS Evidence-accredited sources. Quality standards are produced with the NHS and social care, along with their partners, service users and carers. They are a pivotal part of the new NHS Outcomes Frameworki, an overview of aims and objectives in improving patient outcomes in the NHS.

3. More information on NICE quality standards.

4. Quality standard topics are referred to NICE by ministers on the advice of the National Quality Board, a group of representatives from health and social care, committed to improving quality in the NHS and overseeing the reforms aimed at improving care. Further information on the National Quality Board can be found at:

5. NICE clinical guidance are recommendations on the appropriate treatment and care of people with specific diseases and conditions within the NHS in England and Wales. Clinical guidance is based on the best available evidence. Guidance helps healthcare professionals in their work, but does not replace their knowledge and skills.

6. The National Clinical Guideline Centre was commissioned to develop the patient experience in adult NHS services guidance and quality standard. The Centres established a Guidance Development Groups, which reviewed the evidence and developed the recommendations.

7. The RCN´s Principles of Nursing Practice.

Related documents

1. The NICE quality standard and clinical guidance on service user experience in adult mental health can be found at:

http://www.nice.org.uk/guidance/qualitystandards/service-user-experience-in-adult-mental-health/index.jsp and

http://guidance.nice.org.uk/CG136

2. The NHS Patient Experience Framework agreed by the National Quality Board (based on a modified version of the Picker Institute Principles of Patient-Centred Care ).

References

1. The recently announced Transparency in Outcomes framework for the NHS proposes using quality standards to produce more detailed commissioning guidance to meet the suggested outcome goals. The NHS Outcomes Framework.

About NICE

1. The National Institute for Health and Care Excellence (NICE) is the independent organisation responsible for providing national guidance and standards on the promotion of good health and the prevention and treatment of ill health.

2. NICE produces guidance in three areas of health:

  • public health - guidance on the promotion of good health and the prevention of ill health for those working in the NHS, local authorities and the wider public and voluntary sector
  • health technologies - guidance on the use of new and existing medicines, treatments, medical technologies (including devices and diagnostics) and procedures within the NHS
  • clinical practice - guidance on the appropriate treatment and care of people with specific diseases and conditions within the NHS.

3. NICE produces standards for patient care:

  • quality standards - these reflect the very best in high quality patient care, to help healthcare practitioners and commissioners of care deliver excellent services
  • Quality and Outcomes Framework - NICE develops the clinical and health improvement indicators in the QOF, the Department of Health scheme which rewards GPs for how well they care for patients.

4. NICEprovides advice and support on putting NICE guidance and standards into practice through its implementation programme, and it collates and accredits high quality health guidance, research and information to help health professionals deliver the best patient care through NHS Evidence.

This page was last updated: 23 February 2012

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Selected, reliable information for health and social care in one place

Accessibility | Cymraeg | Freedom of information | Vision Impaired | Contact Us | Glossary | Data protection | Copyright | Disclaimer | Terms and conditions

Copyright 2014 National Institute for Health and Care Excellence. All rights reserved.