NICE National Institute for Health and Care Excellence
Patient experience in adult NHS services
Quality Standard [QS15] : Published 17th February 2012
Providing evidence-based guidance, advice and information services for health, public health and social care professionals.
Patients are treated with dignity, kindness, compassion, courtesy, respect, understanding and honesty.
Patients experience effective interactions with staff who have demonstrated competency in relevant communication skills.
Patients are introduced to all healthcare professionals involved in their care, and are made aware of the roles and responsibilities of the members of the healthcare team.
Patients have opportunities to discuss their health beliefs, concerns and preferences to inform their individualised care.
Patients are supported by healthcare professionals to understand relevant treatment options, including benefits, risks and potential consequences.
Patients are actively involved in shared decision making and supported by healthcare professionals to make fully informed choices about investigations, treatment and care that reflect what is important to them.
Patients are made aware that they have the right to choose, accept or decline treatment and these decisions are respected and supported.
Patients are made aware that they can ask for a second opinion.
Patients experience care that is tailored to their needs and personal preferences, taking into account their circumstances, their ability to access services and their coexisting conditions.
Patients have their physical and psychological needs regularly assessed and addressed, including nutrition, hydration, pain relief, personal hygiene and anxiety.
Patients experience continuity of care delivered, whenever possible, by the same healthcare professional or team throughout a single episode of care.
Patients experience coordinated care with clear and accurate information exchange between relevant health and social care professionals.
Patients’ preferences for sharing information with their partner, family members and/or carers are established, respected and reviewed throughout their care.
Patients are made aware of who to contact, how to contact them and when to make contact about their ongoing healthcare needs.