Chris Graham
CEO
Affiliation(s)
CEO of Picker, a leading international charity that exists to promote and improve person centred care. Faculty member at the National Institute of Health Research (NIHR) and a non-executive director at the Professional Records Standards Body (PRSB). Part of the NIHR Quality, Safety, and Outcomes of Health and Social Care Policy Research Unit.
Title
Measuring and improving person centred care: patient experiences past, present, and future
Abstract
Over the last 30 years the measurement of patients’ experiences of care has developed from a niche area of study into an everyday part of services around the world. A key goal of this measurement has been to empower patients; to give them a voice in assessing
the quality of services; and, ultimately, to make person-centred care a reality.
We now enjoy a much richer understanding of how people’s experiences are associated with different elements of service delivery and healthcare quality. But in practice, an intense focus on measurement has not always led to the expected improvements in the quality
of care. This has led to both challenges and innovation – with new tools being used to develop and interpret patient experience insight.
In England, patient feedback is collected at incredible volume and frequency – and there are expectations that this will continue to grow in the future. The natural challenge is to ensure that the information gathered is informative, useful, and advances person
centred care – challenges that will likely require a plurality of approaches to be used in harmony.
This session will explore the learning from three decades of patient experience measurement in England – drawing out lessons of international relevance, as well as examining the questions that will shape the measurement and use of patient feedback in the future.
Overall, we will consider the evolving role of patient experience – and ask what it will take to deliver the highest quality person-centred care for all, always.
Bio
Chris is the CEO of Picker, a leading international charity that exists to promote and improve person-centred care. A researcher by background, Chris has particular expertise in measuring, understanding, and using people’s experiences of health and care and
has worked with partners around the world to develop approaches to gathering feedback from patients, service users and staff. This has included extensive work on the development of the NHS Staff and Patient Survey Programmes, two of the largest programmes
of their kind anywhere in the world.
As well as his work at Picker, Chris is a National Institute of Health Research (NIHR) faculty member and a non-executive director at the Professional Records Standards Body (PRSB). He is also part of the NIHR Quality, Safety, and Outcomes of Health and Social
Care Policy Research Unit. Chris studied Experimental Psychology at Pembroke College, University of Oxford.
