The PX-DNA Framework identifies the fundamental building blocks — the “DNA” — of exceptional patient experience, structured into 12 interconnected sections that together define what healthcare excellence looks like from the patient’s perspective.

Patient safety frameworks, clinical governance structures, risk management, incident reporting, infection control

Compassion as a measurable capability, empathy training, emotional intelligence in clinical settings, dignity in care

Shared decision-making, informed consent, patient advocacy, co-design of care pathways, patient advisory boards

Clear communication protocols, health literacy, multilingual support, timely information sharing, digital patient portals

Appointment systems, waiting time management, urgent care access, geographical accessibility, digital access pathways

Healing environment design, wayfinding, cleanliness, noise management, family accommodation, accessibility compliance

Integrated care pathways, handover protocols, multidisciplinary team working, continuity of care, discharge planning

Healthcare worker happiness, burnout prevention, psychological safety for staff, recognition, professional development

Digital health, telemedicine, AI in clinical settings, electronic health records, patient self-service technology

Cultural competence, health equity, accessible care for all populations, language services, reducing health disparities

Patient feedback systems, experience surveys, complaints management, real-time feedback, outcome measurement

Learning organisation culture, evidence-based improvement, change management, benchmarking against the standard