Tim Craft, Royal United Hospitals, NHS Trust Bath

Tim Craft's work has resulted in a shift in culture among hospital staff, ensuring that the needs of patients, their families and carers are always reflected.

Tim's ethos is to focus on how he and his colleagues treat people at a time of great vulnerability and to focus on the patient experience rather than professional indicators of

success.

In presentations and written work patient stories are used to help staff understand the experience of being treated at their hospital. Told by the patients themselves, the stories drive improvement by explaining the gap between traditional measures of performance and the reality of patient experiences.

The leadership in practicing values has been a crucial factor in changing behaviour. Discussions about the importance of the patient experience and helping consultants understand that how they care for patients is as important as the ultimate clinical outcome.

Particular attention has been paid to personalising the care of Jehovah's Witnesses to ensure treatment provided was in accordance with their wishes. During daily meetings the care was discussed and reassurance given that therapies would not be forced upon them.

Information from patient experience surveys shows that the move to patient-centred care is working and recent feedback has described Tim as a "commanding, credible and convincing clinician and champion of patient safety."

He was also described by the Bristol Hospital Liaison for Jehovah's Witnesses as having made "a great difference to family members and friends in coping with such a tragic situation."