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Quality and service improvement

Experience Based Design (EBD): Turning Patient and Staff Experience into Meaningful Improvement

Join NHS Elect to learn more about Experience Based Design (EBD) a quality improvement methodology that helps healthcare teams gain an insight into the experience of care. Using emotional mapping we will enable teams to understand what matters most to patients and staff. By capturing experiences at key touchpoints in the patient journey, EBD provides valuable insights that enable services to co-design improvements with service users and staff to deliver more person-centered care.

Date Tuesday, 13 October 2026 12:30 PM - 13:30 PM
Where Details Online Online - MS Teams
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What will you learn

Discover how NHS Elect's digital EBD platform can support your organisation to run studies at scale providing analysis at the touch of a button. Our EBD resources provide staff with the knowledge needed to turn feedback into action. Join us to hear about the exclusive EBD offer available to NHS Elect member organisations

Who is this course for

Attendance is recommended for anyone involved in service redesign, co-production, and patient insight activities

Lead facilitators

Alice Clayton

Alice joined NHS Elect in September 2018. During this time, Alice has been working with NHS organisations across a range of NHS Elect’s Improvement Networks to provide measurement and quality improvement expertise. As part of this work, Alice has developed a strong interest in improving patient and staff experience, using techniques such as Experience Based Design to measure current experience and understand potential improvements. This has led to the publication of two large scale studies looking at patient and staff experience across the NHS.

While working at NHS Elect, Alice developed her skills in data protection and obtained a Data Protection Practitioner qualification. Alice now holds the role of Data Protection Officer at NHS Elect, and is responsible for monitoring compliance with GDPR and current data protection laws, including managing internal data protection activities, advising on data protection impact assessments, and staff training.

Deborah Thompson

Deborah’s professional background is in nursing and operational management, at Director level. As an NHS ‘lifer’ she has worked in the NHS for over 40 years, joining NHS Elect as a Director in 2013. Deborah has led the design and delivery of many large-scale, award winning, healthcare improvement programmes in the UK and overseas. Deborah has an MSc from Bath Spa University, along with a nursing diploma, RN qualifications and an ‘Aspiring Top Leaders’ programme undertaken at the University West of England business school in 2012. A Fellow of the ILM and qualified via the ILM Level 7 Diploma in Executive Coaching and Mentoring, Deborah has also undertaken short courses in Neuro Linguistic Programming and basic counselling. Deborah is a member of the Association for Coaching and is a qualified teacher in further education for adults, an external verifier in further education and has a broad range of expertise to bring to any coaching relationship.