CEIM Method Guides

The following guides have been developed to support health and social care teams to embed the Care Experience Improvement model. 

Experience discovery conversations

The experience discovery conversation is a core concept in the Care Experience Improvement Model (CEIM). This approach supports health and social care teams to:

  • take a conversational approach to gather qualitative care experience feedback from people for whom they provide care or support
  • use a discovery approach to conversations, so that care experience is central to the feedback
  • hold at least six conversations monthly, focusing these across specific care or support journey or pathway

Find out more about care experience discovery conversations or (Download)

Reflective improvement meetings

Reflective Improvement Meetings are another core concept in the Care Experience Improvement Model (CEIM).  In this approach health and social care teams will:

  • establish a routine multi-disciplinary team reflective improvement meeting that supports a review of the care experience feedback and identification of improvement opportunities, so that acting on feedback becomes the responsibility of everyone rather than only one or two individuals in a team
  • develop pragmatic Quality Improvement (QI) skills within the team, using a recognised quality improvement approach in order to effectively focus on and respond to the issues identified through feedback, and
  • identify and try out change ideas, then implement and embed those that make a positive difference

Find out more about care experience reflective improvement meetings or (Download)




Feedback on these guides

We welcome your feedback to allow us to continually refine and improve these method guides.  You can provide feedback by emailing us at