In this new series Jeremy Taylor, former chief executive of National Voices, talks to people undertaking work with patients, families and carers.

In this article he interviews Annie Laverty, Chief Experience Officer at Northumbria Healthcare Foundation Trust.

She discusses how the trust designed a comprehensive way of understanding the quality of patient experience across its 11 hospital sites, setting out to understand quality in real time and with enough granularity to inform improvement.

Annie believes patient experience remains the weakest of the three arms of quality and this needs to change.