Blackpool’s Patient Experience Revolution

This is the story of a patient experience revolution.  The challenge: to create compassionate care through compassionate attitudes and in the demanding environment of a busy acute hospital serving a local population of 440,000 people.

We began by conducting research with leaders, staff, and patients and their families.

Then we devised a programme to strengthen emotional resilience among staff, build supportive and collaborative teams, and create an environment for compassionate care to thrive.  This involved ward-level diagnostics, and training for leaders and staff at all levels.

Our approach went far beyond “nudging” people into new thinking and behaviour. We tackled limiting beliefs head on.


For the first full year of the training, scores for patients saying their needs were being met, or that they would choose the Trust for treatment, were 10% higher for the hospital units receiving training than the overall Trust score.

Staff turnover and absence rates improved. And there were improvements in staff engagement scores.

This training has focused staff’s minds on looking at how their attitudes and behaviours affect the care they are delivering to their patients. This has led to staff delivering a more person-centred approach, as well as addressing the emotional aspects to caring for their patients and each other.”

Paul Jebb, Assistant Director of Nursing, Blackpool Teaching Hospitals NHS Trust

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