Always Events®


Picker has partnered with the Institute for Healthcare Improvement (IHI) and NHS England, to assist with a strategy to help health care organisations deliver patient centred care through co-design.

The Always Events® framework centres around aspects of the patient experience that are so important to patients and families that health care providers must perform them consistently for every patient, every time. These can only be developed with the patient firmly being a partner in the development of the event, and the co-production is key to ensuring organisations meet the patients’ needs and what matters to them.

An Always Event® is a clear, action-oriented, and pervasive practice or set of behaviours that provides the following:

  • A foundation for partnering with patients and their families;
  • Actions that will ensure optimal patient experience and improved outcomes; and
  • A unifying force for all that demonstrates an ongoing commitment to person and family centred care.

On this page, you will find case studies, supporting materials and reports that provide more information about Always Events®.


How can you get involved?

Working together, the three organisations developed a programme to pilot and test the Always Events® framework and create a toolkit to support implementation of Always Events® within the NHS in England.

The Always Events® toolkit is designed by IHI, in partnership with NHS England and Picker. The Always Events® toolkit is designed to support leaders and point-of-care teams in partnering with patients/individuals and family members to co-design, reliably implement, and sustain and spread Always Events® to improve care experiences.

An Always Event® is a clear, action-oriented, and pervasive practice or set of behaviours that provides the following:

  • A foundation for partnering with patients and their families;
  • Actions that will ensure optimal patient experience and improved outcomes; and
  • A unifying force for all that demonstrates an ongoing commitment to person and family centred care.

Always Events® are aspects of the patient experience that are so important to patients, their care partners, and service users that health care providers must aim to perform them consistently for every individual, every time.

Supporting materials

Supporting materials include useful case studies, an overview sheet, information on when and what to measure, as well as survey templates you can use and adapt for your own purposes.

Talk to us about

Person centred care

Request a callback