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Experience and engagement publications

  • Last modified date:
    29 March 2010

Invest in Engagement

Published: 29 March 2010

Invest in Engagement aims to help the NHS unlock the benefits of effective patient and public engagement in healthcare.
The on-line resource - funded by the Department of Health and produced by the Picker Institute Europe - analyses and makes accessible the results of 280 research reviews.

It provides:

  • a comprehensive, easy to use evidence review of the effectiveness of patient and public engagement in health
  • ‘Best Buys’ – evidence-based recommendations for investing in engagement
  • a one-stop shop for PPE policy and resources

To find out more, visit

LINKs leaflet for the public

Published: 28 January 2010

As a member of the public, you have a right to be involved in discussions and decisions about your health and social care services. By sharing your experiences and ideas with your Local Involvement Network (LINk), you can influence the way services are run.

New LINks guide for health and social care staff

Published: 22 January 2010

A guide has been published for health and social care managers called 'Engaging and responding to your community'. It explains more about LINks and outlines how, through proactive engagement, services can better understand the needs of communities. Working with LINks should be a key part of commissioning, running and reviewing health and social care services.

Real accountability: guidance on the NHS duty to involve

Published: 13 November 2009

New legislation will come into force in April 2010. The NHS duty to report on consultations will require all PCTs and SHAs that commission services to explain how they have acted upon feedback from patients and the public. ‘Real Accountability’ aims help the NHS get ready for the legislation. The guidance explains the legal obligations and provides practical help and advice in terms of preparing and publishing reports.

Helping the NHS put patients at the heart of care

Published: 25 September 2009

Helping the NHS put patients at the heart of care: PPE work programme 2009-10

The Government is committed to help services become better at listening, understanding and responding to the needs and wishes of patients and the public. This document tells you more about the Department of Health support programme to help services engage patients and the public.

Putting people at the heart of care

Published: 25 September 2009

Health and care services are committed to being better at listening, understanding and responding to the needs of patients. This document sets out the vision for patient and public engagement and experience. It explains what it means and the role it can play in driving up the efficiency, quality and productivity of services

Understanding what matters: A guide to using patient feedback to transform care

Published: 22 May 2009

The guide sets out best practice in terms of collecting, analysing and using patient feedback to transform services. It also includes examples of how the NHS is already using feedback from patients to get results. It is one of a number of tools being produced to help services understand and respond to what really matters to patients and their experiences of care

Developing a culture that places quality of patient experience at the heart of everything

Published: 29 April 2009

This presentation was given at the Measuring Patient Experience conference by Richard Gleave, Director of Patient and Public Experience. The presentation sets out the work the Department of Health is doing to help create an NHS culture that effectively engages patients and uses feedback to help assess care quality and to design better services. 

Engagement cycle

Published: 29 April 2009

The engagement cycle is a way of approaching patient engagement when commissioning services. It highlights who needs to do what to engage people at each stage of the commissioning cycle. It can be used to facilitate improvements in World Class Commissioning, particularly concerning Competency Three - engaging with patients and the public.

Review of customer experience information in health and social care

Published: 29 April 2009

In 2008, the Department of Health commissioned a review of customer experience information in health and social care. The review provides an overview of some the current and future needs.

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