Patient experience framework 2024-2028

See the whole person principles

At the heart of these principles is one core concept ‘See the whole person’.

Enablers - we want to...

• Give every patient and carer the opportunity to provide regular feedback and share their stories, experiences and preferences with us.

• Give every patient, carer and staff member the chance to contribute to improving our services and ensure everyone we see has a voice.

• Actively seek out and include a diverse range of patients in patient experience activities, including patients we do not regularly hear from.

• Increase patient and carer representation on formal committees and patient experience related activities at Moorfields.

• Seek to find out more about communities and individuals who experience health disparities.

• Communicate the impact of our involvement activities on a regular basis.

• Invite all patients and carers to share their experiences at all stages of their care journey in a range of ways that is adaptable and inclusive.

We will achieve this by...

• Offering opportunities to provide feedback including the Friends and Family Test, patient stories, case studies, and patient diaries.

• Seeking to understand how patients experience our services; adopting processes such as mystery shoppers and 15 Steps Challenges across our sites.

• Monitoring the responses we receive and demonstrating commitment to celebrating positive aspects of care whilst addressing where we can improve and make meaningful change.

Enablers - We want to...

• Incorporate the ‘See the whole person’ principles in staff appraisals, recruitment processes, inductions, business cases and projects, and embed them in everyday practice.

• Encourage staff to consider how they are impacting upon the patient experience in all patient and carer interactions.

• Celebrate and share positive examples of ‘Seeing the whole person’.

• Use the principles to identify and inspire areas for improvement across Moorfields.

• Encourage staff to recognise opportunities to improve the patient experience whilst acknowledging and seeking to address challenges.

We will achieve this by....

• Cascading learning and successes, improvements and innovation achieved via See the whole person in a quarterly ‘Spotlight on see the whole person’ publication; shared for staff and patient & public interest.

• Participating in initiatives such as ‘Experience of Care Week’.

• Increasing the visibility of the patient experience team across staff and patient groups.

• Utilising patient and public facing spaces to spread the word of ‘See the whole person’ and champion positive patient experience.

Enablers - We want to...

• Run regular Action labs across Moorfields to help more staff improve patient experience and offer Action learning opportunities for all staff.

• Share and celebrate the learning and improvements to inspire further action and change.

• Seek to lead the way in delivering excellent patient experience, whilst learning from other organisations and national best practice.

• Seek to build our patient experience principles into our reporting and assurance mechanisms.

We will achieve this by....

• Offering Action Learning Training to staff.

• Monitoring the efficacy of action learning training and outcome measures.

• Sustaining positive working relationships with other NHS Trusts, and stakeholders including the Point of Care Foundation and other networks.

• Sharing our learning and ideas with staff, patients and the public.

• Developing and delivering a ‘See the whole person’ maturity matrix.

• Action labs- cohorts of teams from across Moorfields working together to introduce the Patient Experience principles into everyday practice.

• Action learning- a problem solving approach that involves a small group working on problems or issues taking action and learning collectively.

• Case Studies- A case study is an in depth focused study of a person, group, or situation that has been studied over time within its real-life context.

• Co-design- In co-design, people with the relevant experience come together to create a product i.e- training materials, information booklets, a new service, or service specifications.

• Co-production- a way of working that involves people who use health and care services, carers and communities in equal partnership, and which engages groups of people at the earliest stages of service design, development and evaluation.

• Enablers- ideas to help us achieve our goals.

• Friends and Family Test (FFT)- an important feedback tool that supports the fundamental principle that people who use NHS services should have the opportunity to provide feedback on their experience.

• Health disparities- avoidable differences in health outcomes between groups or populations.

• Maturity matrix- a tool used by teams of staff to measure how embedded the Patient

• Experience principles in their teams and how they currently respond to patient feedback.

• Mystery Shoppers- Mystery shopping is when trained individuals (the “mystery shoppers”) objectively and anonymously report on their experiences of using a service.

• Objectives- the goals for the Moorfields NHS Trust patient experience framework.

• Patient Experience Diaries- a feedback tool that allows patients and carers to document their experiences along their care journey.

• Patient Representatives- A representative that helps the Trust drive improvements, improve experience and outcomes for patients, develop new ideas and ensure the patient and carer voice is at the heart of everything we do.

• Patient Stories- A feedback tool in which patient and carers stories are told directly, helping staff to understand how patients experience services.

• 15 steps challenges- “The 15 Steps Challenge” is a suite of toolkits that explore different healthcare settings through the eyes of patients and relatives.