Dr Brin Hodgskiss (NHS England), Debbie Floyd (NHS England) and Jacob Lant (Healthwatch England) discuss some key themes from the Patient Experience research findings that focus on service quality, what makes people happy vs unhappy with services and user-centred design, how systems can improve service design by focusing on the needs of users. Listeners can access the full Patient Experience in Urgent and Emergency care report on www.easternahsn.org/UEC . You can also listen to (Part 1) of this podcast series here https://soundcloud.com/nhsengland/the-uec-patient-experience-part-1