Patient Experience (howRwe)

People expect excellent care when they seek health and social care, from clinical staff and from the organisation as a whole. Patient-reported experience measures (PREMs) measure patients’ perception of their care. HowRwe is suitable for all types of patients, service user and care setting.  It includes relational aspects of experience, such as kindness and communication, and functional aspects such as promptness and organisation.  It is short and quick to use.

The name howRwe comes from the core question “How are we doing?” The questionnaire has four items:

  1. Treat you kindly (kindness) covers how you are treated including compassion, empathy, emotional support, politeness, dignity, respect and privacy.
  2. Listen and explain (communication) covers communication with and by staff.
  3. See you promptly (promptness) covers delays, waiting, access, cancellations and responsiveness, such as the delay from referral to being seen, waiting to see a clinician or the time taken to answer a call bell.
  4. Well organised (organisation) covers how reliable and well managed the unit is, including safety, reliability, efficiency, and whether information is available when and where needed and acted on appropriately.

Each howRwe item is rated using four levels: ExcellentGoodFair and PoorIf a person is unable to complete the form, a proxy, such as a relative, may help or complete it on their behalf; this can be recorded using categories such as unaidedwith helpcompleted by proxy etc.

The howRwe form usually includes a free text comment box for people to explain their answers.

The objective is to provide rapid feedback on peoples’ own perception of their experience to help managers and clinicians improve the quality of their services.
HowRwe is often used with the NHS Friends and Family Test.

Key Reference
Benson T, Potts HWW. A short generic patient experience questionnaire: howRwe development and validation. BMC Health Services Research 2014, 14:499 Download