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It shouldn’t be a bold and radical thing to put patient experience at the heart of healthcare…

June 23, 2013

It shouldn’t be a bold and radical thing to put patient experience at the heart of healthcare, but it is.

The ever insightful Ben Toth wrote the words above in an email having seen the film of NHS staff doing exactly that.

His sentence resonated so powerfully – aligning with the total “emperor’s new clothes” obviousness of much of the debate about how to improve culture, safety and outcomes – that I asked him if I could share it more widely.

Ben’s words above are especially powerful for me after a(nother) week when we see quite how truly rotten the old CQC was, and how the needs of patients appeared to vanish from the minds of those paid to guard, honour and protect people at their most vulnerable. (Declaration of belief: I have real confidence in the new team rebuilding a CQC fit for our patients’ purpose.)

Indeed his concise statement says more powerfully and concisely what I was trying to say over four years ago when the tragedy of Mid-Staffs finally managed to break-free from the grip of those trying to ignore or hide the reality:

The experience of patients has to be a metric and tool that the board and management of Trusts use in the same way that they use data about infection rates: a critical, sensitive and core metric of quality. Perhaps then we might actually get closer to a truly patient-centric NHS.

 

 

 

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