“Reform must be evident in people’s experience of our health service.”

The newly appointed Derek Tierney , Secretary General of the Irish Department of Health, has set out this important principle.

Patient experience is shaped by how the organisation itself functions.

When accountability is clear, decisions are owned, delays are challenged and learning is visible, patients and staff experience the difference.

How will patients know when reform is working?

If patient experience is to become the defining measure of reform, then access, safety, outcomes, dignity, complaint resolution and patients’ rights should become visible, published measures of success.

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