What we are trying to do

Kissing it Better is about the little things that make the world of difference to health care. We worry about improving practical concerns such as good communication, appetising food, comfort and surroundings – things that show both patients and their carers that the traditional values of healthcare providers are unshakeably intact. Kissing it Better offers an easy-to-use, on-line ‘suggestion box’ of what has been shown by experience to work. The web site can be used free of charge by patients, carers and health professionals. Good ideas for transforming the lives of patients are quickly and easily shared.

Health organisations are striving to improve patient experience. It is a major focus of both health policy and management, even though measuring experience (as distinct from clinical results) is notoriously difficult.

Tackling the small things has a fundamental effect, both on patients' complaints of poor attitudes and on staff's morale and motivation. Kissing it Better has learnt from the most respected customer service businesses, such as Apple, Disney and John Lewis. We advocate a clear philosophy for focusing on the practical concerns of patients and carers – an outlook promoted by Florence Nightingale over 100 years ago yet still essential today.

Kissing it Better does not tackle clinical or medical issues as these are under constant scrutiny by clinical, nursing and management staff, as well as being subject to Government initiatives and targets. No, ours is the context of care in which these vital skills are delivered. Kissing it Better addresses key questions such as:

Kissing it Better draws on the goodwill towards the NHS and other healthcare providers, using the examples of best practice already happening - and we applaud the many unsung heroes associated with them. Through our web site, events and training, we promote these practical ideas and foster the mind-set that created them. With resources under pressure and rising complaints in the media, there couldn't be a better time for doing this. Kissing it Better aims to make a world of difference to health care, today.

Kissing it Better is a UK charity: HMRC charity number XT31887.