DarziA. High Quality Care for All - NHS Next Stage Review Final Report.London: Department of Health, 2008
2.
Institute of Medicine.Crossing the Quality Chasm: A New Health System for the 21st Century.National Academy Press, Washington DC, 2001
3.
HeislerM, BouknightRR, HaywardRA, SmithDM, KerrEA. The relative importance of physician communication, participatory decision making, and patient understanding in diabetes self-management. J Gen Intern Med2002; 17: 243–52
4.
BaumanAE, FardyHJ, HarrisPG. Challenges for improving patients' experiences of health care. Med J Aust2003; 179: 253–6
5.
LeathermanS, SutherlandK. The Quest for Quality: Refining the NHS Reforms. A Policy Analysis and Chartbook.London: The Nuffield Trust, 2008
6.
MabenJ, CornwellJ, SweeneyK. In praise of compassion. J Res Nurs2010; 15: 9–13
7.
Institute for Healthcare Improvement.Achieving the Vision of Excellence in Quality: Recommendations for the English NHS System of Quality Improvement, 2008
8.
HamC. Learning from the best: what the NHS needs to do to implement high quality care for all.NHS Institute for Innovation and Improvement and University of Birmingham: Health Services Management Centre, 2010
9.
NormanD. The effects of stress on wound healing and leg ulceration. Brit J Nurs2003; 12: 1256–63
10.
WeinmanJ, EbrechtM, ScottS, WalburnJ, DysonM. Enhanced wound healing after emotional disclosure intervention. Brit J Health Psychol2008; 13(Pt 1): 95–102
11.
ReevesR, SeccombeI. Do patient surveys work? The influence of a national survey programme on local quality improvement initiatives. Qual Saf Health Care2008; 17: 437–41
12.
CoulterA, FitzpatrickR, CornwellJ. The Point of Care: Measures of Patients' Experience in Hospital: Purpose, Methods and Uses.London: The King's Fund, 2009
13.
GoodrichJ, CornwellJ. Seeing the person in the patient. The Point of Care Review Paper. London: The King's Fund, 2008
14.
BateP, MendelP, RobertG. Organizing for Quality: the Improvement Journeys of Leading Hospitals in London and the United States.Oxford: Radcliffe, 2008
15.
ShallerD. Profiles of high-performing patient-and family-centered academic medical centres.Picker Institute, University of Pittsburgh Medical Center, 2009
16.
RaleighVS, HusseyD, SeccombeI, QiR. Do associations between staff and inpatient feedback have the potential for improving patient experience? An analysis of surveys in NHS acute trusts in England. Qual Saf Health Care2009; 18: 347–54
17.
WestM, GuthrieJ, DawsonJ, BorrillC, CarterM. Reducing patient mortality in hospitals: the role of human resource management. J Roy Soc Med2006; 27: 983–1002
18.
MabenJ, LatterS, Macleod ClarkJ. The sustainability of ideals, values and the nursing mandate: evidence from a longitudinal qualitative study. Nurs Inq2007; 14: 99–113
