The Patient Experience Book – A Collection of the NHS Institute for Innovation and Improvement’s Guidance and Support

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Medical Conditions and Contexts of Care:
Improvement Challenges:
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This book was produced by The NHS Institute for Innovation and Improvement as a legacy publication, pulling together the ‘institutional memory’ for those in the new landscape to improve the experiences of people who use health and social care services, their carers and their families.


The content includes research evidence, stories from patients and staff and many examples of innovation. It also illustrates a range of well-tested techniques to help work more closely with patients to understand their experience and use these insights to improve services.