Nursing Standard, The Heights, 59-65 Lowlands Road, Harrow-on-the-Hill HA1 3AW Tel +44 (0)20 8423 1066 Email [email protected] You can email staff at Nursing Standard in the following way: (first name).(second name)@rcnpublishing.co.uk ISSN 0029-6570 Editor Graham Scott 020 8872 3190 @NSeditor Deputy editors Elaine Cole 020 8872 3109 @prideinnursing Janet Snell 020 8872 3109 @Janet_Snell Assistant editor Roger Evans 020 8872 3187 @RogerEvansE1 Group educational projects manager Laura Downes RGN ART & SCIENCE Editor Gwen Clarke 020 8872 3158 @NSclinicalEd Deputy editor Tanya Fernandes (maternity leave) Acting deputy editor Noreen Begley 020 8872 3405 @ClinEd_NS Clinical editors Beth Knight 020 8872 3157 @nsartandsci Ed Rowe 020 8872 3180 @edrowe0 NEWS AND VIEWS News editor Sarah Harrison (maternity leave) Acting news editor Sally Gillen 020 8872 3144 @Sally_Gillen Reporters Alistair Kleebauer 020 8872 3145 @alistairbauer Katie Osborne 020 8872 3147 @NS_reporter Features editor Thelma Agnew 020 8872 3163 @ThelmaAgnew Reflections editor Clare Lomas 020 8872 3161 @NS_reflections Development editor Frances Pickersgill 020 8872 3164 @NScareersEd PRODUCTION AND DESIGN Head of production Fiona Maclean Senior production editor Julie Hickey Production manager Arnie Beeson Production editors Sarah Howe, Jennifer Oldfield Deputy production editor Justin Stevens Sub editors Yvonne Byron Nour, Joyce McKimm Web editor Amanda Carter Art director Ken McLoone Deputy art director Minesh Parmar Designer Sujata Aurora Picture editor Philip Brecht Deputy picture editor Helen Jones Production assistant Annette Taylor-Anderson Ad production executives Sally Gauntlett, Sue Horn INDICES Nursing Standard is indexed on these databases: British Nursing Index • CINAHL • Ethnic minorities health: A Current Awareness Bulletin • International Nursing Index • MEDLINE • MIDIRS Midwifery Digest • OSH-ROM (HSELINE) • Palliative Care Index • RNdex SUBSCRIPTIONS Personal rates from £98 a year. Telephone +44 (0)345 772 6100 Institutional rates from £675 a year. Email [email protected] Visit www.nursing-standard.co.uk for details. ARCHIVE Personal subscribers have access to a range of Art & Science articles as part of their subscription. Institutional users may purchase permanent access to the Nursing Standard archive (1996 -). AUTHOR GUIDELINES These can be downloaded from www.nursing-standard.co.uk ADVERTISEMENTS Classified +44 (0)20 8423 1333 Display and sponsorship +44 (0)20 8872 3123 Nursing Standard is published every Wednesday by RCN Publishing Company Ltd, the publishing company of the Royal College of Nursing. It seeks to promote professional excellence, and encourage creativity and innovation in nursing, midwifery and health visiting practice. Nursing Standard also aims to enhance nurses’ and healthcare assistants’ career development and to help them achieve and maintain a healthy and rewarding working environment. Nursing Standard is editorially independent and the opinions expressed are not those of the RCN or of the contributor’s employing organisation unless specifically stated.

Editorial Paul Jebb GUEST EDITOR

Transforming care is everyone’s business Welcome to this special issue of Nursing Standard focusing on transforming the patient experience of care – a subject close to my heart. This concept is also very much at the heart of the NHS Five Year Forward View (along with safety and effectiveness of care). I recommend every nurse reads this document – it’s one of the most exciting vision statements for a very long time. ALL OF US IN HEALTH CARE Many care providers are doing great MUST ARTICULATE WHAT WE work to enhance the experience of DO AND THE IMPACT IT HAS care, both for those who receive it and those who provide it.

All of us in health care must articulate what we do and the impact it has on patients, families, friends and carers. A key part of that is getting feedback. This includes qualitative and quantitative data on those who access our services. Capturing this feedback is not easy and it is uncomfortable at times for both individuals and organisations. But hearing from those who use our services, especially from more vulnerable groups, is essential and it is in our gift as nurses to ensure every voice is heard. Using this feedback to drive change in culture and care is a priority and sustaining that change is vital to ensuring healthcare services are truly people-focused. Use of feedback will be a top priority under the new Nursing and Midwifery Council revalidation scheme. Feedback from others, as well as reflecting on our own practice in conjunction with the new code of conduct, will ensure that we as a profession continue to deliver high quality, competent, compassionate care to all. Enhancing the experience of care for patients also includes enhancing the staff experience. This is a must because without happy staff you will not have happy patients. Transforming the experience of care is everyone’s business: all staff groups, professions, regulators, employers and individuals have a role to play. Paul Jebb is experience of care professional lead at NHS England See pages 15-28 for our special supplement on the patient experience

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