Patient-centred care: roundtable seminar with Neil Churchill, National Director of Patient Experience, NHS England

Document type
Conference proceedings
Corporate author(s)
Reform (Think tank : Great Britain)
Date of publication
1 September 2013
Health Services
Social welfare
Material type

Download (800KB )

Patient-centred care has long been an ambition of health reform. However international comparisons have consistently shown that the NHS has performed poorly on scores of patient experience and responsiveness. This seminar explored how true patient-centred care can become a the NHS.

NHS England has made improving patients’ experience of care a key priority and in recent years there have been a number of initiatives to make the NHS more customer focused. A number of providers are adopting techniques commonly used in the private sector to improve customer service. Reforms to make the system more decentralised and expand choice and competition will mean that providers respond to patient expectations and put the customer first..

However improving the customer experience cannot simply become a bolt on to existing NHS services. The NHS needs to empower patients as consumers of healthcare and not simply make the NHS more customer aware. While providers have started to adopt tools to harness patient voice and make services more customer friendly unless there is widespread cultural change in the service these improvements will only have limited benefit.

Related to Health Services

Cost of living and the impact on nursing labour outcomes in NHS acute trusts

Report on labour supply of nurses in NHS acute trusts

Smart future of healthcare

Report investigating how smart meters can remotely monitor, in real-time, people’s health and care at home, free up hospital…

More items related to this subject

Related to Reform

Inclusive by default

Report on creating inclusive digital public services

Advanced technology to support research, innovation and economic growth in the UK

Downloadable briefing giving an overview of policy developments in technological advancements to support research, innovation, and economic growth

More items related to this publisher