How can we ensure that patients in hospital are treated with respect and compassion? The Point of Care programme has been set up to transform patients' experience of care in hospital, and to enable health care staff to deliver high-quality care. Based on existing research and qualitative studies with patients and families, hospital staff and board members, this report looks at some of the problems that patients experience with their care and at the factors that shape that experience. Assessing the evidence to support various interventions, we suggest initiatives that have the potential to create sustainable change in patients' care. [Introduction]