Impact Report 2019-2020

Our latest Impact Report marks the 20th anniversary of our dedication to developing and promoting a person centred approach to healthcare. It includes a range of case studies which highlight the full breadth and impact of our work over the last financial year. These range from our work with the Netherlands Federation of University Medical Centres who wanted to develop surveys that could provide reliable patient experience data suitable for comparing results across hospitals, to East Lancashire Hospitals NHS Trust who wanted to raise morale amongst their staff.

The report provides insight into our commitment to what we do; from coordinating groundbreaking research to working alongside healthcare commissioners to improving service delivery. All our work is carried out with the eight Picker Principles of Person Centred Care in mind. These outline the things that matter most to all those who use care services, and define key elements that should remain non-negotiable in delivering care. They are used to develop surveys that enable organisations to understand the experiences of their staff, patients and service users, to facilitate quality improvements.

Staff and patient experience are recognised as central components of healthcare quality. Studies have found links between the experiences of NHS staff and the satisfaction of patients. Furthermore, positive associations have been identified between patient experience, patient safety and clinical effectiveness. It is important then, that both staff and patient care experiences are captured, understood and acted upon to improve care delivery and quality.