Patient Experience and Engagement Strategy 2026-2031
Foreword from Nic Kane - Chief Nurse
At Barking, Havering and Redbridge University Hospitals NHS Trust, the people we care for are at the heart of everything we do. Our interactions, decisions and improvements are guided by the experiences of our patients, alongside the voices of their families and carers. Providing high quality, safe and compassionate care is not only a core responsibility of our Trust, but a commitment we proudly make to our local communities.
I am delighted to present our Patient Experience and Engagement Strategy for the next five years. This strategy sets out our shared commitment to listening carefully, learning openly and working in partnership with those who use our services. It builds on the progress we have already achieved and reflects our continued ambition to improve how people experience care across our hospitals.
We know that a positive patient experience plays a vital role in achieving the best possible outcomes. When people feel listened to, respected, well informed and involved in decisions about their care, they are more confident, more engaged and better supported to manage their health and wellbeing. This strategy recognises that experience is shaped not only by clinical care, but also by kindness, communication, dignity and the environments in which care is delivered.
Over the coming five years, we will continue to strengthen our culture of partnership. We will move beyond simply collecting feedback, to learning from it and acting on it in a consistent and transparent way. Particular focus will be given to ensuring that seldom heard voices are included, that carers are recognised and supported as partners in care, and that equality, diversity and inclusion are embedded throughout everything we do.
Our staff are central to delivering excellent patient experience. This strategy supports our workforce to use patient feedback and insight to drive improvement, celebrate good practice and address areas where we can do better. By nurturing a positive and supportive culture for our staff, we create the conditions for compassionate, person-centred care to flourish.
This strategy represents a clear and enduring commitment to our patients, carers and communities. By working together, listening attentively and acting on what matters most, we will continue our journey towards becoming an outstanding organisation where everyone feels respected, supported and cared for.