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Always Events: finding out what is important to service users

Helen Lee looks at efforts to define what should happen whenever care is provided

Defining what should happen whenever care is provided

Four years ago, NHS England was inspired by the work of Kate Granger and the effects of the #hellomynameis campaign, which highlighted the importance of understanding what really matters to people and how small acts such as introducing yourself can have a huge effect on someone’s experience of care.

NHS England was certain there were other aspects so important to service users that they should happen every time they come into contact with healthcare services, and searched for a methodology to support this. They identified the Always Events methodology, which is trademarked by the Institute for Healthcare Improvement (IHI), in the US.

The IHI defines Always Events as ‘those aspects of the patient and family experience that should always occur when patients interact with healthcare professionals and the

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