The NHS is full of dedicated staff who, at a one-to-one level with patients, offer deeply personal and compassionate care. But too often the system as a whole seems institutionally deaf to the patient voice.
This report from the Patient Experience Library explores the reasons for that. It shows how the NHS – at an institutional and cultural level – fails to take patient experience evidence seriously enough. It calls for a few simple and entirely feasible steps that would strengthen evidence-based practice and ensure that the patient voice is better heard.