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Patient experience and involvement


In the NHS Next Stage Review (2008), Lord Darzi defined patient experience like this:

"Quality of care includes quality of caring. This means how personal care is - the compassion, dignity and respect with which patients are treated. It can only be improved by analysing and understanding patient satisfaction with their own experiences."

Patient experience and involvement

This definition captures two important elements of patient experience. Firstly, that patient experience (i.e. "quality of caring") is an essential part of high quality NHS care - as important as patient safety and the medical interventions that patients receive.
Secondly, that patient experience can only be understood by listening to patients (and by extension their loved ones and carers). We've produced a simple guide to patient experience that you can read here.


At UH Bristol we have a comprehensive feedback programme in place to capture people's views of the care we provide. We use this information to ensure that we are providing a high quality service and to carry out improvements where needed.

There are lots of opportunities for you to share your views and experiences of our care. As a starting point, please have a look at the links on the left hand side of this page, and feel free to contact the Patient Experience and Involvement team to find out more:

Matthew Areskog (Patient Experience Manager) on 0117 342 3638 or

Tony Watkin (Patient and public Involvement Lead) on 0117 342 3729 or

Anna Horton (Patient Experience & Regulatory Compliance Facilitator) on 0117 342 3724

Chris Swonnell (Head of Quality for Patient Experience and Clinical Effectiveness) on 0117 342 3748

The Patient Experience and Involvement Team helps to ensure that the patient voice is central to the Trust's work and that there are processes in place to collect, understand and use feedback about our services. The team also help staff to carry out their own survey and involvement projects in their local departments and wards. 

We are grateful to Above and Beyond who support our patient experience and involvement work. 

Achievements and News

May 2017 - Shortlisted for 'Patient Experience at Heart' work at the Health Service Journal (HSJ) awards

January 2018 - Medical Education and Patient and Public Involvement Team nominated for an award as part of the Health Education England's Star Awards Programme and finalist for the Hearing the Patient Voice award category

June 2019 - UH Bristol staff shared what good customer service means to them in the below video.