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The NHS (National Health Service in England) recently published information about 60 indicators they will use to measure the quality of health care for 2012/2013. The measurements are divided in five areas, such as preventing that people die prematurely and protecting patients from avoidable harm. One of the five domains is covering user experience: "Ensuring that people have a positive experience of care". If you are interested in the underlying methodolgy for developing objective measures of user experience (or more specifically in health care services), or the specific questionaires that have been developed for the different parts of the service (GP services, GP Out of Hours services, Dental Services, and Patient experiences of hospitals) there is a gold mine of information in the documents on this web page: http://www.dh.gov.uk/en/Publicationsandstatistics/Publications/PublicationsPolicyAndGuidance/DH_131700 Sarah R. ------------------------------------------------------------------------ Sarah Rosenbaum | PhD | designer/seniorrådgiver Norwegian Knowledge Centre for the Health Services [log in to unmask] | www.kunnskapssenteret.no