1. Welcome Jocelyn Cornwell Director The Point of Care The Hospital Pathways Programme A partnership between The King’s Fund Point of Care and The Health Foundation

2. National and international momentum for change

4. ‘ What matters to patients’ Measuring and improving patient experience in the English NHS Dr Glenn Robert, King’s College London & Dr Jocelyn Cornwell, The King’s Fund March 2011 Email: glenn.robert@kcl.ac.uk

5. [extract from hospital website ] A Partnership between the Patient and the Doctor for your Surgery and Recovery Since you have decided to proceed with surgery to treat your arthritic condition, we would like to re-emphasize the importance of developing a “therapeutic alliance”. Our partnership is very important as you move from your decision to have the surgery, to your recovery phase and beyond. However, you have had all available conservative treatment and continue to have pain that affects your activities of daily living. Therefore, together we have agreed that surgical intervention is the best option for you. It is completely normal to be apprehensive before any surgical intervention, including hip or knee surgery. We would like to avoid feelings of helplessness and would rather have you, your family (and “coach”) as willing and active partners in this process. Dr Anthony di Gioia Visit to Pittsburgh: Patient and Family Centered Care at UPMC Presby and Magee Women’s Hospitals March 2011

6. The PFCC C-spine clearance story NOT: “It’s your fault” NOT: “ You’ve got to help us meet our target” BUT: “Can you help us make it better for patients? “