Quality statement 1: Empathy, dignity and respect

Quality statement

People using adult NHS services are treated with empathy, dignity and respect. [2012]

Rationale

To have a good experience of NHS services people must be treated with empathy, dignity and respect. This is also fundamental for developing good relationships between people providing services and those having care and treatment. The Health and Social Care Act 2008 (Regulated Activities) Regulations 2014 made it a statutory requirement that all people who use services are treated with dignity and respect, and the NHS Constitution for England states that patients have the right to be treated with respect and dignity.

Quality measures

Structure

Evidence of local arrangements to provide guidance to staff on how to treat people with empathy, dignity and respect.

Data source: Local data collection from service specifications.

Process

a) Proportion of people who feel they are treated with respect and dignity while staying in hospital.

Numerator – the number in the denominator who feel they are treated with respect and dignity.

Denominator – the number of people who stayed overnight in hospital.

Data source: The Care Quality Commission (CQC) Adult inpatient survey. This survey is repeated annually, and results are available for NHS trusts.

b) Proportion of people who feel they were treated with care and concern by a healthcare professional at their last GP appointment.

Numerator – the number in the denominator who feel the healthcare professional was good or very good at treating them with care and concern.

Denominator – the number of people reporting on their most recent appointment with their current GP practice.

Data source: The NHS England GP patient survey. Results are available for individual GP practices.

c) Proportion of people who feel they were treated with respect and dignity by their dentist at their last visit.

Numerator – the number in the denominator who feel they were treated with respect and dignity by their dentist at their last visit.

Denominator – the number of people reporting on their last visit to see their dentist.

Data source: Local data collection, for example based on local surveys.

Outcome

Evidence from patient experience surveys and feedback that people using NHS services feel they have been treated with empathy, dignity and respect.

Data source: Local data collection from local surveys.

What the quality statement means for different audiences

Service providers (such as primary care, secondary care and tertiary services) ensure that systems are in place to give guidance to all staff in treating people using NHS services with empathy, dignity and respect.

Health and social care staff (such as GPs, doctors, dentists, nurses and non-clinical staff such as receptionists and porters) treat people using NHS services with empathy, dignity and respect.

Commissioners (such as clinical commissioning groups and NHS England) commission services with specifications that require staff to treat patients with empathy, dignity and respect.

People using NHS services are treated with understanding, dignity and respect.

Source guidance

Patient experience in adult NHS services (2012) NICE guideline CG138, recommendation 1.2.1