- 01Vision & Integrity
- 02Respect & Compassion
- 03Voice & Partnership
- 04Insights & Evidence
- 05People & Culture
- 06Fairness & Belonging
- 07Clarity & Trust
- 08Innovation & Inclusion
- 09Space & Safety
- 10Learning & Excellence
- 11Connection & Journey
- 12Access & Efficiency
Patient Experience Assessment
Patient experience, measured. With the rigour of safety.
The independent global benchmark for patient experience maturity. One rating, 120 evidence-based judgements, and a clear route to certification and the Experience Excellence Awards.
Patient Experience Is Clinical Quality. Prove the Capability Behind It.
Every healthcare organisation now recognises patient experience as a strategic and clinical priority. Far fewer can demonstrate that the experience patients, families, and carers actually receive is designed, governed, and measured with the same rigour as safety or financial performance.
That gap, between intent and evidence, is where complaints rise, regulators intervene, staff morale suffers, and public trust is lost. The PX Patient Experience Excellence Assessment closes it: the independent, evidence-based diagnostic that tells you, and anyone you need to convince, how mature your capability really is, where it is strongest, where it is fragile, and what the path to a genuinely world-class service looks like.
- 01An independent answer to the board’s question
“Is our investment actually producing capability?” Answered with evidence, not opinion, and against a credible external benchmark: ICXI operates in many countries, so your score is comparable, not cosmetic.
- 02A shared language, and a ready-made plan
Twelve pillars and five maturity levels give every executive the same map. The platform turns your results into a prioritised, sequenced action plan and roadmap of the highest-leverage improvements.
- 03Recognition you can defend, progress you can prove
EEI Awards recognition is backed by an audit trail that matters to customers, employees and regulators. Re-assessment produces a like-for-like trajectory the organisation can stand behind: benchmarking in action.
Twelve Pillars, Ten Criteria in Each.
Each pillar is scored against published criteria with evidence requirements: 120 evidence-based judgements behind every rating, comparable across services, settings, geographies and time.
Vision & Integrity
Whether PX governance is explicit, executive-owned, and protected under clinical and commercial pressure, rather than assumed, distributed, or symbolic.
Respect & Compassion
The consistency with which patients, families, and carers are treated with dignity, warmth, and humanity across every contact and every service.
Voice & Partnership
How systematically patient, family, and community voice is captured, heard, and translated into design and decisions, as partnership, not consultation.
Insights & Evidence
The rigour with which experience data, complaints, outcomes, and lived experience are combined to direct improvement, rather than filed for reporting.
People & Culture
Whether the staff experience (leadership, support, workload, recognition) is intentionally designed to produce the compassionate care the organisation promises.
Fairness & Belonging
Equity of access, treatment, and outcome across every population the service exists to serve, evidenced by data, policy, and patient perception.
Clarity & Trust
The transparency, honesty, and clarity of communication patients receive, across information, decisions, errors, and uncertainty.
Innovation & Inclusion
The capability to design and trial new services, pathways, and partnerships that genuinely include the voices of those they are intended to serve.
Space & Safety
The quality of the physical, emotional, and psychological environment in which care is delivered, and the safeguards that protect it.
Learning & Excellence
How systematically the organisation learns from what patients experience (celebrated, survived, or suffered) and turns that learning into better care.
Connection & Journey
End-to-end ownership of the patient journey across services, systems, and handovers, so continuity, not fragmentation, is the norm.
Access & Efficiency
Whether patients can reach care when they need it, with effort proportionate to need, and whether efficiency enhances rather than degrades experience.
Five Levels, from Emerging to Exemplary.
Every organisation is placed on a five-point scale, from emerging foundations through to exemplary, systemic excellence.
Activity is fragmented, ownership is unclear, and the organisation responds to complaints, incidents or inspections rather than designing the experience by intent.
PX is recognised as a priority and investment is being made, but capability is uneven across pillars and inconsistent between services, sites or teams.
Capability is formally defined, governed and measured. Patient voice, fairness, safety and compassion practices are consistent, with clear ownership and year-on-year improvement.
Patient experience is well embedded and continuously improving, with strong governance and evidence of positive impact on patients, safety and outcomes.
Leadership, innovation and sustained impact that make the organisation a role model and a recognised source of clinical and organisational excellence.
Four Stages. Six Things You Keep.
The certificate is the recognition. Everything else is a working asset for the next two years.
- 01
Scoping & Readiness
A confidential working session with your executive sponsor (typically CEO, Chief Nurse, Medical Director or PX lead) to agree scope, stakeholders, evidence sources and timeline.
- 02
Evidence Gathering
Documentary evidence, structured interviews and focus groups across leadership, clinical staff and patient representatives, plus experience, complaints, safety and outcome data.
- 03
Scoring & Calibration
Findings are scored against all 120 criteria. A second assessor calibrates the rating to protect objectivity and ensure global comparability.
- 04
Report, Rating & Roadmap
Your full maturity report, pillar-by-pillar scores, overall Maturity Rating (Emerging to Exemplary) and a prioritised AI insights improvement roadmap.
Executive Summary
A board-ready narrative of your current maturity, strengths, vulnerabilities and strategic priorities.
Full Diagnostic Report
Findings across all 120 criteria, with evidence citations and assessor commentary, plus AI insights for every question, every section and overall: a clear action plan and roadmap.
Rating & Certificate
Your formal ICXI Maturity Rating (Emerging, Developing, Structured, Proactive or Exemplary), with an ICXI-issued certificate where the standard is met.
Improvement Roadmap
A sequenced 12 to 24 month, AI-driven roadmap of the highest-leverage interventions, owned by pillar.
Executive Debrief
A debrief for your leadership team, including Q&A with the lead assessor where conducted externally.
Awards Eligibility
Where your rating qualifies, automatic eligibility to enter the Experience Excellence Awards at the appropriate tier. No separate submission required.
Your Evidence Is Your Entry.
The Assessment is the only route into the Experience Excellence Awards. Every organisation recognised on an EEI Awards stage has been independently assessed against the same international framework, not judged on the persuasiveness of an entry form. No submission writing.
Earn ICXI certification and the right to display the PX certification mark. Enter the Experience Excellence Awards at regional level.
Qualify for category awards, such as Best Patient Voice & Partnership, Best Compassionate Care, Best Patient Journey, or Best Equity & Inclusion in Care.
Become a candidate for the flagship Patient Experience Organisation of the Year award and join ICXI’s global Council of Excellence.
Straight Answers, Before You Begin.
How long does an Assessment take?
What exactly is the Assessment?
A structured, independent evaluation of your patient experience capability against the International Standard for Patient Experience.
Carried out either by an ICXI-certified assessor or by a suitably experienced resource within the organisation. It produces a Maturity Rating, a full diagnostic report and, where the bar is met, formal ICXI certification and eligibility to enter the Experience Excellence Awards.
Independent. Delivered by ICXI, a neutral global experience authority and the developer of the global Experience Excellence standards. No consultancy upsell. No vendor agenda.
Evidence-based. Every score is anchored to observable evidence (clinical governance records, patient voice data, complaint patterns, policy in practice), scored by the ICXI assessment platform, which generates AI insights and recommendations. Opinion is not enough.
Developmental. Every organisation leaves with a complete maturity report and a prioritised roadmap. The certificate is the recognition; the diagnostic is the asset.
Who is the Assessment built for?
Executive & clinical leaders, who need an independent, defensible read on whether patient experience investment is producing real capability, not just activity, policies, or good intentions.
PX, Quality & Patient Voice teams, who want a structured roadmap to prioritise improvement, secure funding, and demonstrate year-on-year progress against an external benchmark.
Boards, regulators & commissioners, who require assurance that patient experience is governed, measurable, and aligned with clinical safety, regulatory, and accreditation obligations.
Do we need to be ready before we start?
Is it confidential? Will patient and staff contributions be anonymous?
How does this relate to existing regulatory, accreditation or reviews?
How does it interact with our existing patient survey programmes?
What does the Assessment replace?
It replaces:
- Standalone patient satisfaction surveys that measure outcomes but not the capability producing them.
- Compliance audits that confirm the policy exists but not whether it is lived in practice.
- Standalone reviews and culture audits that cannot be independently verified or benchmarked.
- Internal scorecards that grade the organisation against its own ambitions rather than a global standard.
Who conducts the Assessment?
Know How Mature Your Patient Experience Really Is.
Request a confidential scoping conversation with an ICXI assessor. No commitment, no cost, no consultancy pitch: just an honest discussion of whether the Assessment is right for your organisation.