Patient engagement and experience is about putting patients, carers and the public at the heart of what Moorfields does. We endeavour to do this by taking note of what you tell us and responding to it in a constructive way. We believe that people have a right to be heard and their experiences and suggestions acted upon, and we do this by listening, involving and responding.
Patients and carers are an integral partner in us achieving our vision and ambition for excellence in everything we do. Moorfields wants to work with patients as partners in discovering, developing and delivering the best eye care. We would like to expand our pool of patients who want to help us make our services more effective and responsive to patient needs. If you’d like to get involved, please email us at moorfields.contactpatientexperience@nhs.net
We’ll then get in touch to find out which activities and services you’re most interested in.
Patient experience framework
In 2024, we published the Moorfields Eye Hospital NHS Trust Patient Experience Framework 2024-2028. At the heart of the framework are our five patient experience principles, co-created by staff and patients. These principles remind staff to 'see the whole person' and symbolise our commitment to delivering the best care. Our framework draws together these principles with our trust's values of excellence, equity, and kindness. The framework includes our three key objectives, underpinned by the 'See the whole person principles':
Involve staff and patients to shape the care we provide and ensure we are making a positive difference
Develop belief, skills and confidence in our staff to deliver 'See the whole person'
Consistently reflect, learn and be innovative in our approach to patient experience
How we support patients
Listening: We run the Friends and Family Test across the trust, as well as several more detailed patient surveys, so that all patients can comment on the care they receive. We also collect information from our PALS (patient advice and liaison service) enquiries, complaints and from comments left on social media sites such as Twitter and NHS Choices.
Involving: We invite our patients and staff to focus groups and patient panels, allowing us to understand some of the issues facing the trust, and work together to find solutions. In the coming year we have a number of initiatives that will involve patients in visiting, observing and suggesting changes to running services, as well as raising the patient’s voice through the promotion of patient stories and participation in some of the key decision making bodies in the trust.
Responding: We try to communicate what our patients and their carers tell us, communicating what we are doing about it and being honest where we face limitations in meeting some of those challenges.
Patient and Public Engagement Groups
At Moorfields we invite patients, their families, and carers to share their experiences and views about the care we provide and ensure patient and public views are represented.
Listening to your experiences as part of a group provides a platform for your voice to be heard. We want to hear what is working well, listen to your ideas & insights, and understand where we can make improvements to your healthcare experience.
We are keen to hear from a diverse patient population with a variety of experiences.
Across the trust we have a number of existing patient forums and user groups. We also hold a quarterly trustwide Patient Participant and Engagement committee which meets online four times per year. For details on any of these sessions please contact the patient experience team at moorfields.contactpatientexperience@nhs.net
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Mystery Shoppers
Are you a current patient at Moorfields who will be visiting us for a clinic appointment?
Do you want to contribute to improving patient care at Moorfields NHS Trust?
Patient experience framework
Putting patients, carers and families at the centre of care is essential if we are going to support individualised needs. This document provides a summary of our 2024-2028 Patient Experience Framework. This information can be made available in alternative formats, and can also be translated into alternative languages on request
Our objectives
Involve staff and patients to shape the care we provide and ensure we are making a positive difference
Develop belief, skills and confidence in our staff to deliver ‘See the whole person’
Consistently reflect, learn and be innovative in our approach to patient experience
Our patient experience principles
We have developed a statement of principles aligned to our core values. Our principles, co-created by staff and patients are:
Dedication to every patient
Empathy to understand
Attention to the details that make a difference
Pro-activity to find solutions
Collaboration to continuously improve
Our vision for patient and carers
Increased opportunities for patients to provide feedback
Patients and carers know what improvements are being made, as a result of their involvement and feedback
A thriving pool of diverse and engaged patient representatives will exist across the Trust.
Our vision for staff
Staff feel recognised for the positive contribution they have made to the patient experience and empowered to make changes.
Staff will engage with patients and carers to maintain active, and supportive patient forums.