http:///Our members can access a range of templates to make developing plans, strategies and programmes as easy as possible. 


These are arranged by specialist area below. If you are looking for a template but it is not shown below, please contact the lead for that area, as examples from other Trusts are also available by request.


Experience Based Design (EBD)

The EBD approach is a method of designing better experiences for patients, staff and carers. The approach captures the experiences of those using and delivering health care services.

It involves looking at the care journey and in addition the emotional journey people experience when they come into contact with a particular pathway or part of the service. Staff work together with patients and carers to firstly understand these experiences and then to improve the service they deliver.

The tools below will enable you to apply the principles of EBD quickly and easily. Please read the EBD Guide and Template Instructions first to ensure you use the tools as effectively as possible.

EBD Guide and Instruction Manual

EBD Tools

These tools are available as both a PDF, which you can print and use straight away, or a Word document, which you can download and personalise:

Tool 1: Patient Feedback Questionnaire - PDF - Word

Tool 2 (a): Patient Experience Questionnaire - PDF - Word

Tool 2 (b): Patient Experience Questionnaire (Easy Read) - Word

Tool 3: A Day In The Life - Capturing Staff Experiences - PDF - Word

Tool 4: Staff Perspectives of Patient Journeys - PDF - Word

Tool 5: The Service Journey - PDF - Word

Tool 6: The Volunteer Log Book - PDF - Word

If you need any help to apply or personalise these tools, please contact joe@nhselect.org.uk.


Goldfish Bowl Focus Groups

A Goldfish Bowl session is an interactive event designed to encourage staff to learn from the stories of service users and to convert that learning into attitudes and behaviours that improve the quality of service provided.

The key benefit of the Goldfish Bowl is getting patient/customer ‘insight’. Unlike other forms of feedback, service users provide detailed comments directly to the staff, who then have a chance to ask questions and reflect on what they have shared.

A range of tools to help run a Goldfish Bowl session can be found below


Marketing, Communications and Branding

  • Templates to be added shortly


Ambulatory Emergency Care EBD

The EBD approach is a method of designing better experiences for patients, staff and carers. The approach captures the experiences of those using and delivering health care services.

It involves looking at the care journey and in addition the emotional journey people experience when they come into contact with a particular pathway or part of the service. Staff work together with patients and carers to firstly understand these experiences and then to improve the service they deliver.

The tools below will enable you to apply the principles of EBD quickly and easily. Please read the AEC EBD Guide and Template Instructions first to ensure you use the tools as effectively as possible.

AEC EBD Guide and Instruction Manual

AEC EBD Tools

These tools are available as both a PDF, which you can print and use straight away, or a Word document, which you can download and personalise:

Tool 1: Patient's Guide to AEC - PDF

Tool 2: The Service Journey - PDF - Word

Tool 3: What is AEC? (see page 5 of the AEC EBD guide)

Tool 4: Patient Feedback Questionnaire - PDF - Word

Tool 5: Mobile Text Message Service (see page 5 of the AEC EBD guide)

Tool 6 (a): Patient Experience Questionnaire - PDF - Word

Tool 6 (b): Patient Experience Questionnaire (Easy Read) - Word

Tool 7: The Volunteer Log Book - PDF - Word

Tool 8: A Day In The Life - Capturing Staff Experiences - PDF - Word

Tool 9: Staff Perspectives of Patient Journeys - PDF - Word

If you need any help to apply or personalise these tools, please contact joe@nhselect.org.uk.