Table 1.

National Institute for Health and Care Excellence quality standard for patient experience (2012)17

Statement 1	Patients are treated with dignity, kindness, compassion, courtesy, respect, understanding and honesty.
Statement 2	Patients experience effective interactions with staff who have demonstrated competency in relevant communication skills.
Statement 3	Patients are introduced to all health‐care professionals involved in their care and are made aware of the roles and responsibilities of the members of the health‐care team.
Statement 4	Patients have opportunities to discuss their health beliefs, concerns and preferences, to inform their individualized care.
Statement 5	Patients are supported by health‐care professionals to understand relevant treatment options, including benefits, risks and potential consequences.
Statement 6	Patients are actively involved in shared decision making and supported by health‐care professionals to make fully informed choices about investigations, treatment and care that reflect what is important to them.
Statement 7	Patients are made aware that they have the right to choose, accept or decline treatment, and these decisions are respected and supported.
Statement 8	Patients are made aware that they can ask for a second opinion.
Statement 9	Patients experience care that is tailored to their needs and personal preferences, taking into account their circumstances, their ability to access services and their coexisting conditions.
Statement 10	Patients have their physical and psychological needs regularly assessed and addressed, including nutrition, hydration, pain relief, personal hygiene and anxiety.
Statement 11	Patients’ experience continuity of care delivered, where possible, by the same health‐care professional team throughout a single episode of care.
Statement 12	Patients experience coordinated care with clear and accurate information exchange between relevant health‐care and social care professionals.
Statement 13	Patients’ preferences for sharing information with their partner, family members and/or carers are established, respected and reviewed throughout their care.
Statement 14	Patients are made aware of who to contact, how to contact them and when to make contact about their on‐going health‐care needs.