July 2019: This quality standard was updated to ensure that it remains current. Statements from the 2012 version have been retained with amendments or merged with statements covering similar topics.
Statements that remain unchanged, or that have had minor wording changes for house style and clarity, are marked . Statements that have been merged are marked [2012, updated 2019]. The following list explains how the 2012 statements have been updated:
Statement 1 has been retained as statement 1
Statements 2, 5, 6, 7 and 8 have been merged to form statement 6
Statements 3, 11 and 14 have been merged to form statement 2
Statements 4, 9 and 10 have been merged to form statement 4
Statement 12 has been retained as statement 3
Statement 13 has been retained as statement 5
The 2012 quality standard for patient experience in adult NHS services is available as a pdf.
Minor changes since publication
May 2023: The equality and diversity sections for statements 4 and 6 were updated to align with NICE's guideline on advocacy services for adults with health and social care needs.
June 2021: Changes have been made to align statement 6 in this quality standard with the NICE guideline on shared decision making. The source guidance and definition of shared decision making have been updated.