People's experience of health and care services

This is all types of evidence from people who have experience relating to a specific health or care service, or a pathway across services. It also includes evidence from families, carers and advocates for people who use services.

We define people’s experiences as:

“a person’s needs, expectations, lived experience and satisfaction with their care, support and treatment. This includes access to and transfers between services”.

Find out about the importance of people’s experiencein our assessments

Evidence from people’s experience of care includes:

  • phone calls, emails and Give feedback on care forms received by CQC
  • interviews with people and local organisations who represent them or act on their behalf
  • survey results.
  • feedback from the public and people who use services obtained by:
    • community and voluntary groups
    • health and care providers
    • local authorities
  • groups representing:
    • people who are more likely to have a poorer experience of care and poorer outcomes
    • people with protected equality characteristics
    • unpaid carers