The ‘new models for measuring patient experience’ project was funded by the Department of Health’s Policy Research Programme and was jointly led by Picker and University of Oxford. The work aimed to:

• Develop a simple, conceptually grounded and unified model for assessing patient experience and to evaluate that model.
• Evaluate whether and how pathway and service line focused assessments of patients’ experiences provide added value to standard organisational surveys.

The findings provide evidence of the factors which influence the success of patient experience initiatives in NHS organisations. The implications for health policy and practice are presented.