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Update from NHS England: Improving Patient Experience

Paul Jebb speaks at today's conferencePaul Jebb speaks at today's conference

Paul Jebb, Patient Experience Professional Lead at NHS England spoke at today’s Patient Experience insight conference on:

  • patient experience at the heart of quality improvement
  • the role of patients, families and carers in giving feedback
  • staff experience impact on patient experience
  • NHS England Always events programme


Paul discussed:

"What are the challenges - Lots of evidence around vulnerable groups."
"The Friends and Family test - Positive findings showing that it is making an impact - Need to look at how that feedback gets to staff, making staff feel valued and passionate." 
"Making sure everyone has a voice - including hearing and sight problems, translators."
"Staff experience drives patient experience, happy staff make happy patients - Focusing on this relationship could be the most important move for the healthcare system to make
in order to improve experiences of care and to drive better productivity."
"The more engaged staff are the better the outcomes for both patients and organisations."
"Throughout the NHS, staff must be empowered to drive change at the service level"
"Always Events® are defined as “those aspects of the patient and family experience that should always occur when patients interact with healthcare professionals and the delivery system.”
"NHS England, in collaboration with Picker Institute Europe and the Institute for Healthcare Improvement (IHI) have developed a programme to pilot and test the Always Events framework and create guidelines and a toolkit for implementing Always Events within the NHS in England."


In his presentation Paul covered:

What makes a good experience?

  • I am involved as an active partner in my care.
  • I am treated as an individual – my needs, values and preferences are respected.
  • There is a recognition that I am the expert on me.
  • I am able to access services when I need them, and my care is coordinated.
  • I am asked about my communication preferences so that communication is tailored to me.
  • I have access to the information I need, which is presented in a way that is right for me.
  • I have access to the support I need and is right for me, including emotional and practical support, and I am able to involve my loved ones in decisions about me.
  • The environment in which I receive my care is clean and comfortable and makes me feel dignified.

Key barriers to NHS staff delivering a good experience of care

  • Macmillan research identified seven key factors that have an impact on the ability of staff to deliver a good experience of care.
  • Lack of ongoing learning and development
  • Poor health and wellbeing
  • Not enough time with patients
  • Poor management, team and wider organisation communication and support
  • Not being empowered and being unable to raise concerns
  • Discrimination, harassment and bullying
  • Leadership

Paul’s full presentation is available for download at the end of this page

Paul Jebb’s biography

Paul qualified as a nurse in 1996 and worked in numerous posts within nursing, as well as a period in operational management, then in 2010 returned to nurse management as Assistant Director of Nursing & Head of Patient experience at Blackpool Teaching Hospitals NHS FT. From October 2014, Paul undertook a secondment to the National Patient Experience team at NHS England as experience of Care Professional Lead, leading on developing Always Events, aspects of the carers work stream and toolkit development to enhance experience of care

Paul has been involved and led on numerous quality improvement initiatives throughout his career, and has gained the extra mile award by the motor neurone disease Association, in 2012 Paul was winner of a national Patient Safety Award, and in 2014 Paul and his team won a national healthcare communications award for best engagement.

In April 2016 Paul became an International Fellow of the England Centre for Practice Development at the Faculty of Health and Wellbeing, Canterbury Christ Church University.

In February 2014 Paul was honoured to be offered an Honorary Senior Lectureship at the University of Central Lancashire.

Paul is also a member of an NMC Professional Standards advisory panel, which aims to give strategic direction to the NMC Executive team and to improve the dialogue between the NMC and leaders in the professions and to ensure expertise, is brought to bear on NMC work. Paul is also part of the strategic group to refresh the NMC Education Standards.

Paul has represented the Royal College of Nursing at local, regional, national and international levels, is a member of RCNi Editorial Advisory Board. Paul also judges several national nursing and health care awards.

Paul has also been the Assistant Chief Nurse (Head of Workforce) for St John Ambulance (England & the Islands), and has held other voluntary roles. In 2012 he was honoured with the award of ‘Officer of the Order of St John’.

As an advocate for the 6Cs Paul has become a ‘caremaker’ and supports the work around 6C’s live as well as leading on project around patient centred OD with the DoOD team at NHE Employers.

Paul is also an ambassador for the Mary Secole Statue Appeal.

Paul has developed his managerial skills and has completed an MA in Health Service Management. Paul also completed the Dept. of Health/RCN leadership Course for Nurses Working with Older People in 2005, and he was a Fellow of the NHS Institute Faculty of Improvement. And in April 2016 started a course at London South Bank University for ‘Aspirant Executive Nurse Leaders’ sponsored by NHS Improvement

Also of interest:

Root Cause Analysis: 2 Day Intensive Training Course
Thursday 8 September 2016 — Friday 9 September
Hallam Conference Centre


Eliminating Heel Pressure Ulcers
Wednesday 5 October 2016
The Studio Conference Centre


Root Cause Analysis: 2 Day Intensive Training Course
Wednesday 19 October 2016 — Thursday 20 October
Hallam Conference Centre


Masterclass: Designing a Reliable Response to Sepsis
Thursday 20 October 2016
Hallam Conference Centre


Download: paul-jebb_1429.pdf

5 July 2016


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