Question to the Department of Health and Social Care:

To ask the Secretary of State for Health and Social Care, whether his Department has plans to review NHS targets to incentivise improvements in patient experience and outcomes.

The Government is committed to putting patients first. This means making sure patients are seen on time and ensuring people have the best possible experience of care. Our efforts to improve patient experience will be patient-led and co-developed to support and empower the people who use services within the National Health Service.

In the Elective Reform Plan, published on 6 January 2025, the Government committed to work with patients, carers and their representatives to publish the standards patients should expect to experience while they wait for care. Once published, these standards will set an expectation to all Trusts about the service they are expected to deliver. We will continue to work with patients and carers to build on this work and establish a gold standard for experience.

We will support NHS trusts to prioritise experience of care by ensuring they make customer care training available to non-clinical staff with patient facing roles, as well as ensuring the take up of training already available on the e-Referral Services to support more effective referral, booking and waiting list management processes. NHS trusts will also be required to name an existing director who will be responsible for improving experience of care.

The Department will also make improvements to patient experience on a national level; for example, by expanding the NHS App and Manage Your Referral website to improve information and appointment management for patients, as well as parents and carers through proxy access.

Additionally, in January 2025, NHS England published NHS Planning Guidance for 2025-26, setting out the first steps for reform, and the immediate actions for systems to take to deliver on the Government’s objectives. Acting on findings from the Darzi review, instructions to the NHS have been stripped down to what matters most to patients, including, for instance, improving patient experience of access to general practice as measured by the Office for National Statistics’ Health Insights Survey and shifting focus from inputs to outcomes for patients.