This is an approach that enables staff and patients (or other service users) to work in partnership to co-design services and/or care pathways.

In-depth interviewing, observations and group discussions identify key touch points – aspects of the service that are emotionally significant.

A short film is created from the patient interviews, which is shown to staff so they can see how patients experience the service. Staff and patients are then brought together to review the findings and to work in small groups to identify and implement activities that will improve the service or the care pathway.

Throughout the process the focus is on experience and emotions rather than attitudes and opinions – using storytelling to identify opportunities for improvement.


Further information

  • The Kings Fund has developed this toolkit to support effective use of this approach.