Care Experience Improvement Model

The Care Experience Improvement Model (CEIM) is a simple framework that supports health and social care teams to make improvements that are directly related to feedback in a person-centred way.

By taking this conversational approach, teams can reliably develop, embed and maintain a process and culture to systematically identify and make meaningful improvements.

Care Experience Improvement Model

A diagram explaining how care experience conversations inform a review and provide feedback. This informs reflective improvement meetings where you can prioritise improvement opportunities. You can then test and evaluate improvements and measure implementation and spread.

CEIM was developed in 2018 as a result of three years’ work of prototyping, testing and evaluating an approach that can be adapted to any health or social care setting.

What we learned in this early development work is summarised in the Real-time Right time evaluation report.

CEIM guides health and social care teams to:

  • take a conversational approach to gathering qualitative care experience feedback from people for whom they provide care and support
  • use a discovery approach to conversations, so that care experience is central to the feedback given and that the voice of the person telling their story is maintained
  • hold six or more conversations monthly, focusing these across a specific care journey or pathway
  • establish a routine multi-disciplinary (where possible) team reflective improvement meeting that supports a review of 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 (based on the Model for Improvement) in order to effectively focus on and respond to the issues identified through feedback, and to
  • identify and test change ideas, then implement and embed those changes that have proved to make a positive difference.

Below are two films that introduce CEIM and explain how it was used in a metal health ward at NHS Fife: