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Blog > 10 ways to build quality care experiences for and with children, young people and their families


Kath Evans, Experience of Care Lead for Maternity, Newborn, Children and Young People (CYP) at NHS England

10 ways to build quality care experiences for and with children, young people and their families

As Experience of Care Lead for Maternity, Newborn, Children and Young People (CYP) at NHS England, and a prolific tweeter, Kath Evans knows the value of sharing experiences and what it takes to provide exceptional care services for children. Following the NHS England and Patient Experience Network (PEN) collaborative: ‘What are children and young people saying about their experience of care and what are we doing about it?’, she shares some of the key learnings, as well as her summation of what positive practice and excellence in CYP care really means, collating 10 organisational and service examples of this work in practice.

This year, children, young people and their families took the time to give the NHS feedback on how it feels to use their services via the National Children’s Inpatient and Day Case Survey. The results received national attention, which is fantastic, but are we listening and ready to take action?

Based on the attendance to our CYP Experience focused event series, it would appear so! Over 500 healthcare professionals including commissioners and service providers, as well as young people and their families recently came together to learn how they can understand and use this feedback to make a difference.

Although from different professions and backgrounds, the one thing all these people have in common is their enthusiasm and drive to improve services for and with children and young people. As you can no doubt imagine, there was a wealth of fascinating conversation around the need to make care more person centred; about always seeing the child, not just their condition; and the need to really listen to people’s experiences so we can understand them, not just respond to them.

One of my biggest take-away points from the sessions was the value of sharing and understanding people’s experiences. Of course that means understanding the experiences of the people in our care, working with them to improve services; but also sharing with and learning from each other. The CYP Experience event series gave us, as service providers, an opportunity to see and reflect on some of the innovative care solutions that already exist on a localised or organisational level, and think of new ways forward for NHS CYP services as a whole.

There are so many fantastic examples out there of people doing great work to make care more person centred; a wealth of content for us to learn from, be inspired by, and ultimately implement in our own environments. Often the challenge is knowing where to find these shining lights, so I’d like to get the ball rolling by sharing 10 examples of truly excellent care, highlighted at the event, alongside some great insights and resources to help you on your way in translating initiatives at your own organisations.

Please do share these films and resources with your teams locally to stimulate discussions and drive conversation around this important subject. Ask yourself; “How can we deliver better care?” and ‘could this happen here?’


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Tags: Children and Young People, families, Healthcare, patient experience.

See Also:

Little voice, big impact – so why aren’t we listening?

Asking people for their opinion on issues that are relevant to them and communicating with them in a way that is appropriate for them is a natural consideration in most areas of life, but in healthcare all too often it’s a formula that slips by the wayside. Earlier this month…

31 July, 2015

Recent comments

  • alice williams says:

    Love this blog Kath – its filled with great examples and resources. 🙂

    • Kath Evans says:

      It’s such a privilege to work with you Alice – we’ve got a lots of young people out there who hold us to account! All 15million of them!

  • Karen Higgins says:

    There is a great wonderful array of of ‘shining lights’ here and collectively they deliver a powerful message which is ‘look what is possible, look what is actually happening’, we all have a responsibility to keep up the momentum, to share and learn. Great blog demonstrating the realisation of aspiration, desire and commitment.

    • Kath Evans says:

      And you are indeed a ‘sparkling star’ in community engagement, ensuring that young people flourish and lead communities to better health. The Shropshire Health Champions Programme role models to us all the art of the possible, thank you for all you are doing Karen!

  • Lesley Coles says:

    Following the National C&YP Inpatient and Day Case survey results in Portsmouth I wanted to undertake a deeper dive into what young people would like to see improved when in hospital. I am receiving daily information from the hospital information system for all those young people aged 16 to 25 who have been admitted overnight or longer. I then interview as many of these young people during the day as i can. The richness of the conversations around the need to make care more person centred has been very beneficial to feedback to the Chief Executive and our adult colleagues. We are planning to have a big (Trust wide) engagement conservation (LiA methodology) in February 2016 to discuss this feedback and improve care at the bedside. Keys areas where we can make a difference now are improving appropriate activities i.e. Wifi and cheaper TV access (Hospedia) – Wifi is soon to go live, improve communication around discharge processes and set realistic goals and make visiting policies a lot more flexible (what you can do approach), a really exciting opportunity to make a difference. As a result of this practice we will receive daily information of where young people are cared for and provide an Outreach Team to touch base with these patients to see how we can help or support. Adolescent areas or a young adult ward has not been the preference of the young person to date, so will go and visit them in person.

    • Kath Evans says:

      Hi Lesley, thanks so much for sharing the leadership that’s happening in Portsmouth to progress experiences of care. It’s great you’re following up all 16-25 year olds, I was in Whipps Cross the other week & they have commenced this process too, I wonder if it’s spreading across England? Thanks so much for using the feedback of the CYP & family survey, it’s so valued to see their feedback being actioned.

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