NHS England: Achieving excellent patient experience (17 September 2026)

Summary

Traditionally, patient experience has had less focus than safety and effectiveness, even though it tells us whether care is compassionate, inclusive, responsive and person-centred. How care feels matters because it shapes trust, confidence, equity and outcomes. This document defines what excellent experience looks and feels like across NHS-funded care. This means being clear about the behaviours, systems and culture that help people feel listened to, respected, involved and supported throughout their care.