Health Education England

Excellence in Patient Experience

Do you know a person or team who has involved patients, the public and service users in the design and development of services?  Have they made a noticeable impact on the way your organisation engages with patients and how this has made a real difference? 

For this award, we are looking for highly effective leadership that captures and champions the views of patients and service users, and demonstrable change and/or improvement that has been achieved through actively capturing the patient voice to positively influence service delivery.

Please answer the following questions by giving suitable examples of how the nominee(s) demonstrated leadership qualities in their work, words or actions. We have made some suggestions of examples you might give; do feel free to use any others which you believe answer the question.

Q1 Have they involved people who use services in their care and treatment? Examples of this are:

  • They actively gain feedback from patients and service users
  • They engage with patients and service users in consultations or focus groups
  • They use surveys to understand patient experience

Q2 Have they worked with people who use services to improve the care that they receive. This may be demonstrated through:

  • Patient/ citizen feedback
  • Testimonies from patients and service users
  • Case studies of where service users have directly influenced their own care.

Q3 Do they raise awareness and better understanding of conditions or health issues which may carry a stigma (for example – but not limited to - mental illness, learning disabilities, substance misuse or physical health)? This may take the form of:

  • Using social media to talk about the topic and promote open discussion
  • Hosting formal or informal workshops, presentations, networking sessions or other types of face to face meetings to discuss further
  • Helping others to research the topic by signposting to information, or helping to distribute learning/ research/ information more widely
  • Being open and available for others to ask questions

Q4 Have they heard, listened and then actively designed, developed and implemented services that were inspired by patients, the public and service users? This may be shown through examples from:

  • The development of new ways of working used as ‘best practice’ examples and adopted by other areas of the service
  • Evaluation of the service
  • Stories from the patients, public and service users consulted and how they feel to have their suggestions taken on board

Q5 Do they demonstrate inclusive leadership? Examples of inclusive leadership may be:

  • They are an ambassador, advocate or ally for the under-represented or unheard. They may be part of, or run, a network or representative committee and unlock potential through their development of inclusive services and in the process help to shift their organisation’s culture
  • They inspire by helping others ‘be themselves’, demonstrating an interest in and treating all with compassion, care and professionalism regardless of who they are, background, or job role. This may be seen through staff and/or patient feedback/surveys or be from your own experiences of working with them
  • They ‘call out’ bias, exclusion and discrimination when and wherever they see it, enabling teams, services, organisations and systems to continually develop inclusive practices, modelling conscious, intentional, inclusion

Click here to download the nomination form