NEWSFLASH!!!

Following the success of last year’s inaugural FFT Awards, the NHS England’s Insight & Feedback Team and PEN are delighted to announce a partnership to include the FFT Awards as a key part of the PEN National Awards programme for 2016.  We are both focussed on recognising and celebrating what works in terms of using patient and staff feedback and on sharing  good practice; this partnership approach allows us to work together to better showcase the examples of what is working well.

New FFT category

There is now have a new dedicated category for FFT within the PEN National Award programme.  Please see the full details of all the categories here.  Within the FFT category we are keen to identify and recognise people and services that are making a real difference through their use of FFT.    We know there are five areas where there are some brilliant stories to tell and so we have 5 areas of focus within this category:

  • FFT initiatives in Primary Care – covering GP and dental practices where the FFT and other patient feedback is being used to improve services
  • FFT initiatives in any other NHS-funded service – covering hospital services, ambulance and patient transport services, community and mental health trusts etc. where the FFT and other patient feedback is being used to improve services
  • FFT accessibility initiative – open to any service that has made a particular effort to make giving FFT feedback easier for people who might otherwise be excluded due to their age, language, literacy, physical or mental condition and to acting on that feedback
  • Staff FFT initiative – open to those NHS trusts who participate in the Staff FFT and can demonstrate how they act on that feedback
  • FFT Champion(s) – an individual or team who has made the most outstanding contribution to the successful use of FFT and other feedback to drive improvement in any NHS-funded service

Whatever your focus we would love to hear about your work so we can give you the recognition you and your team deserve and of course help spread the word about your activities.  To find out more about how to take part please contact us on 03333 44 7060 – Michelle, Lauren and Gaby are looking forward to hearing from you.  They can also be contacted on awards@patientexperiencenetwork.org.


 

Just Released!!!  Highlights video now available.

PENNA2015 – Congratulations to all the Finalists, Winners and Runners Up!

CATEGORY: Access to Information                                           

WINNER:East & North Hertfordshire NHS Trust All About our Wards:  Key Information for Patients and Visitors
RUNNER UP:South Tyneside NHS Foundation Trust Rapid Response Pathway Initiative
FINALIST:Barking Havering and Redbridge University Hospitals NHS Trust Easy Read Information Sheets for Learning Disability Patients

 CATEGORY: Bringing Patient Experience Closer to Home          

WINNER:TICCS – The Integrated Care Clinics Bringing Patient Care Closer to Home in Wyre Forest
RUNNER UP:South Tyneside NHS Foundation Trust The Introduction of Using Entonox in the Community for Children Facing Distressing and /or Painful Procedures
FINALISTS:CLIC Sargent Children’s Key Worker Service Evaluation Project
NHS Leeds West CCG PEP: Patient Empowerment Project
Wirral University Teaching Hospital NHS Foundation Trust Wirral Community Midwives

 CATEGORY: Commissioning for Patient Experience         

WINNER: NHS North of England Commissioning Support Deciding Together: Developing a New Vision for Mental Health Services
RUNNER UP:Bedfordshire Clinical Commissioning Group Commissioning for Patient Experience
FINALISTS:Dudley Clinical Commissioning Group Integrated Patient Experience Reporting
NHS Arden & GEM CSU in partnership with Coventry & Rugby CCG, South Warwickshire CCG, Warwickshire North CCG, Coventry & Warwickshire Partnership NHS Trust and South Warwickshire Foundation NHS Trust Improving Maternal Mental Health Services in Coventry and Warwickshire
NHS Leeds West CCG PEP: Patient Empowerment Project

 CATEGORY: Communicating Effectively with Patients and Families     

WINNER:South Tyneside NHS Foundation Trust Screening People with a Learning Disability for Bowel Cancer
RUNNER UP:Common Room and Great Ormond Street Hospital Me first: Children and Young People Centred Communication
FINALISTS:Plymouth Hospitals NHS Trust Tea with Matron
Royal Brompton and Harefield NHS Foundation Trust, Children’s Long Term Ventilation Service Improving the ‘Hospital to Home’ Parent and Family Experience for Children on Long Term Ventilation via Tracheostomy
Southern West Midlands Maternity and Newborn Network Improving Communication for Better Patient and Staff Experience

 CATEGORY: Environment of Care                                             

WINNER:West Suffolk NHS Foundation Trust Rose Vital Tray
RUNNER UP:Wirral Community NHS Trust Environments for Children
FINALIST:Nottinghamshire Healthcare NHS Foundation Trust The Live Project – Building Communities, Encouraging Recovery

 CATEGORY: Innovative Use of Technology/Social Media           

WINNER:North West London Healthcare NHS Trust The use of Co-production and development of a WhatsApp™ group to improve Patient Experience of adolescents with Type 1 Diabetes
RUNNER UP:South Tyneside NHS Foundation Trust Technology Enabled Care Solution in Maternity Care
FINALISTS:Central Manchester University Hospital NHS Foundation Trust Better Communication, Promotes Better Healthcare. The Introduction of a Patient Pager System in Outpatients, Manchester Royal Eye Hospital
Leicestershire Partnership NHS Trust ECT App: Information to Patients and Carers on Electroconvulsive Therapy
NHS Arden & GEM in partnership with Derbyshire Community Health Services NHS Foundation Trust on behalf of NHS Hardwick CCG, NHS North Derbyshire CCG, NHS Southern Derbyshire CCG and NHS Erewash CCG Using Florence Telehealth to Support Diabetes Patients in Derbyshire

 CATEGORY: Measuring, Reporting and Acting                    

WINNER:St Mary’s Sexual Assault Referral Centre St Mary’s Sexual Assault Referral Centre “If I speak….Will you listen?”
RUNNERS UP:Abertawe Bro Morgannwg University Local Health Board Measuring, Reporting and Acting
Ashford and St Peter’s NHS Foundation Trust A Culture Based Approach to the Improvement of Complaints Handling
FINALISTS: Aintree University Hospital NHS Foundation Trust Patient Feedback – Shared Improvements Dashboard
East & North Hertfordshire NHS Trust All About our Wards:  Key Information for Patients and Visitors

CATEGORY: Outstanding Contribution                                   

WINNER:Jill Fraser Kissing it Better
Special Recognition Adam Bojelian and family

 CATEGORY: Partnership Working to Improve the Experience  

WINNER:Nottinghamshire Healthcare NHS Foundation Trust The Story Shop – Bringing Mental Health Stories to Life
RUNNERS UP:Midlands and Lancashire CSU Insight and Partnership Improving Experience for Staff and Patients
NHS Blood and Transplant & Royal Liverpool University Hospital A Team Approach to Streamlining Therapeutic Apheresis Services in the North West
South Tyneside NHS Foundation Trust One Stop for Healthcare Checks for Diabetic Patients
FINALISTS:Macmillan Cancer Information and Support Centre, UHSM Partnership Working to Improve the Experience
NHS Leeds West CCG PEP: Patient Empowerment Project

CATEGORY: Personalisation of Care                                        

WINNER:Common Room and Great Ormond Street Hospital Me first: Children and Young People Centred Communication
RUNNER UP:Macmillan Cancer Information and Support Centre, UHSM Partnership Working to Improve the Experience
FINALISTS:Ashford and St Peter’s NHS Foundation Trust Supported Discharge Clinic
Ashford and St Peter’s NHS Foundation Trust Weighing Babies and Well Baby Clinic Pathway
NHS Blood and Transplant & Royal Liverpool University Hospital A Team Approach to Streamlining Therapeutic Apheresis Services in the North West
Wirral University Teaching Hospital NHS Foundation Trust Ward 21 – Dementia Care

CATEGORY: Patient Experience Professional of the Year           

WINNER:Wirral University Teaching Hospital NHS Foundation Trust Mark McKenna

 CATEGORY: Patient Experience Manager of the Year           

WINNER:Hywel Dda University Health Board Anna Tee

CATEGORY: Staff Engagement/Improving Staff Experience      

WINNER:Wirral University Teaching Hospital NHS Foundation Trust LiA at Wirral University Teaching Hospital
RUNNER UP:Frimley Health NHS Foundation Trust The Patient Encounter Leadership Programme
FINALISTS:South Tyneside NHS Foundation Trust Screening People with a Learning Disability for Bowel Cancer
Southern West Midlands Maternity and Newborn Network Improving Communication for Better Patient and Staff Experience
University Hospital of South Manchester (UHSM) LEAD – Lead, Excel, Achieve, Develop

CATEGORY: Strengthening the Foundation                          

WINNER:Cambridgeshire and Peterborough NHS Foundation Trust PROMISE (PROactive Management of Integrated Services and Environments)
RUNNER UP:Frimley Health NHS Foundation Trust Patient Encounter Leadership Programme
FINALISTS:Chelsea and Westminster Hospital NHS Foundation Trust (West Middlesex University Hospital Site) Strictly Best Experience
Hywel Dda University Health Board The Big Thank You
Lancashire Care NHS Foundation Trust Co-designing Always Events
Locomotor Service, Homerton Foundation NHS Trust Redesign of an Integrated Community Pain Service
Newcastle University with Newcastle Hospitals NHS Foundation Trust, Northumbria Healthcare NHS Foundation Trust, QE Gateshead Foundation Trust, City Hospitals Sunderland NHS Foundation Trust, South Tees Hospitals NHS Foundation Trust The ThinkSAFE Implementation Package, Collaboratively Developed to Promote Uptake and Spread of Patient Involvement in Improving Patient Safety.

CATEGORY: Support for Caregivers, Friends and Family 

WINNER:Bedford Hospital and Carers in Bedfordshire The Carers Lounge, Bedford Hospital
RUNNER UP: CSH Surrey Life After Stroke Workshops
FINALISTS:South Tyneside NHS Foundation Trust – St Benedict’s Hospice Supporting Carers of People Using Hospice Services
Tameside Hospital Foundation Trust Admiral Nursing Service/Improving Dementia Care
University Hospital of South Manchester (UHSM) End of Life Care

CATEGORY: Team of the Year                                                     

WINNER:Central London Community Healthcare (CLCH) Patient Experience – Bringing it all together
RUNNER UP:Medway Community Healthcare Changing culture to improve patient experience
FINALISTS:Luton CCG, GP surgery Dementia co-production in Luton
NHS Midlands and Lancashire CSU Insight and Involvement – The Team for the voice of patients
NHS North Derbyshire CCG Collaborative Complaints Peer Reviews – North Derbyshire
Northumberland, Tyne & Wear NHS Trust Complaints / PALS Team
South West London and St George’s Mental Health NHS Trust SWLSTG Patient Experience Team

 CATEGORY: Turning it Around When it Goes Wrong       

WINNER:Medway Community Healthcare MSK from Challenged to Great!
RUNNER UP:South West London and St Georges Mental Health NHS Trust SWLSTG Patient Experience Team
FINALISTS:Abertawe Bro Morgannwg University Local Health Board Measuring, Reporting and Acting
Ashford and St Peter’s NHS Foundation Trust A Culture Based Approach to the Improvement of Complaints Handling
Virgin Care Limited Centralising Customer Service
Wirral University Teaching Hospital NHS Foundation Trust Rapid Detection and Prompt Effective Isolation to Prevent Infections Associated with Carbapenemase Producing Enterobactrericeae

CATEGORY: Best overall                                                               

COMMISSIONER: Midlands and Lancashire CSU
CHARITY: CLIC Sargent
Private Hospital Provider: Virgin Care Limited

 CATEGORY: Overall Winner PENNA2015                               

WINNER:Common Room and Great Ormond Street Hospital Me first: Children and Young People Centred Communication

NEWSFLASH!!!

Finalists Announced | PEN National Awards 2015!

Our panel of  judges has worked incredibly hard, the scores are now in and we are delighted to announce the finalists of the PEN National Awards 2015.

Thank you to all our judges for their considerations and reviews.  This has been an incredible year for the PEN National Awards, with an unprecedented level of entry  in terms of range, number and calibre.  There are some truly wonderful initiatives of an incredibly high standard. Patient Experience remains strong…… in the UK!   Our judges have found it particularly difficult this year to make the decision of who should be put through to the Finals.  One judge said “…I want to give every team in my judging category 100/100 for commitment to improving #ptexp – it is inspiring!.”  Another judge said “…Currently judging the PEN Awards and its a tough decision. So much fab work going on!

We also want to extend a heartfelt thank you to everyone who entered this year, the standard of entries was absolutely outstanding and the competition in several of the categories was intense – our best year yet.  It is heart-warming, inspiring and reassuring to hear of the great work that continues to happen across the UK.

Finally I’d like to make a special mention of our partners and supporters: NHS Improving Quality, the Picker Institute, NHS England, Events Northern, Professional Call Minders, PA May Day and GalbraithWight – without whom we would not be able to run these prestigious Awards.  Thank you.

So with no more ado, we are delighted to announce the following finalists (in Alphabetical Order!) for the PEN National Awards 2015:

Access to Information Barking Havering and Redbridge University Hospitals NHS Trust Easy Read Information Sheets for Learning Disability Patients
East & North Hertfordshire NHS Trust All about our wards:  key information for patients and visitors
South Tyneside NHS Foundation Trust Rapid Response Pathway Initiative
Bringing Patient Experience Closer to Home CLIC Sargent Children’s Key Worker Service Evaluation Project
NHS Leeds West CCG PEP: Patient Empowerment Project
South Tyneside NHS Foundation Trust The introduction of using Entonox in the Community for children facing distressing and /or painful procedures.
TICCS Bringing Patient Care Closer to Home in Wyre Forest
Wirral University Teaching Hospital NHS Foundation Trust Wirral Community Midwives
Commissioning for Patient Experience Bedfordshire Clinical Commissioning Group Commissioning for Patient Experience
Dudley Clinical Commissioning Group Integrated Patient Experience Reporting
NHS Arden & GEM CSU in partnership with Coventry and Rugby CCG, South Warwickshire CCG, Warwickshire North CCG, Coventry and Warwickshire Partnership NHS Trust and South Warwickshire Foundation NHS Trust Improving maternal mental health services in Coventry and Warwickshire
NHS Leeds West CCG PEP: Patient Empowerment Project
NHS North of England Commissioning Support Deciding Together: developing a new vision for mental health services
Communicating Effectively with Patients and Families Common Room Me first: Children and young people centred communication
Plymouth Hospitals NHS Trust Tea with Matron
Royal Brompton and Harefield NHS Foundation Trust, Children’s Long Term Ventilation Service Improving the ‘Hospital to Home’ Parent and Family Experience for Children on Long Term Ventilation via Tracheostomy
South Tyneside NHS Foundation Trust Screening people with a learning disability for bowel cancer
Southern West Midlands Maternity and Newborn Network Improving communication for better patient and staff experience
Environment of Care Nottinghamshire Healthcare NHS Foundation Trust The Live Project – Building communities, encouraging recovery
West Suffolk NHS Foundation Trust Rose Vital Tray
Wirral Community NHS Trust Environments for Children
Innovative Use of Technology/Social Media Central Manchester University Hospital NHS Foundation Trust Better Communication, Promotes Better Healthcare. The Introduction of a Patient Pager System in Outpatient, Manchester Royal Eye Hospital
Leicestershire Partnership NHS Trust ECT App: Information to patients and carers on Electroconvulsive Therapy
NHS Arden & GEM CSU in partnership with Derbyshire Community Health Services NHS Foundation Trust on behalf of NHS Hardwick CCG, NHS North Derbyshire CCG, NHS Southern Derbyshire CCG and NHS Erewash CCG Using Florence telehealth to support diabetes patients in Derbyshire
North West London Healthcare NHS Trust The use of Co-production and development of a WhatsApp™ group to improve Patient Experience of adolescents with Type 1 Diabetes
South Tyneside NHS Foundation Trust Technology Enabled Care Solution in Maternity Care
Measuring, Reporting and Acting Abertawe Bro Morgannwg University Local Health Board Measuring, Reporting and Acting
Aintree University Hospital NHS Foundation Trust Patient Feedback – Shared Improvements Dashboard
Ashford and St Peters NHS Foundation Trust A Culture Based Approach to the Improvement of Complaints Handling
East & North Hertfordshire NHS Trust All about our wards:  key information for patients and visitors
St Mary’s Sexual Assault Referral Centre St Mary’s Sexual Assault Referral Centre “If I speak….Will you listen?”
Partnership Working to Improve the Experience Macmillan cancer Information and Support centre, UHSM partnership working to improve the experience
Midlands and Lancashire CSU Insight and partnership improving experience for staff and patients
NHS Blood and Transplant & The Royal Liverpool University Hospital A team approach to streamlining therapeutic apheresis services in the North West
NHS Leeds West CCG PEP: Patient Empowerment Project
Nottinghamshire Healthcare NHS Foundation Trust The Story Shop – Bringing mental health stories to life
South Tyneside NHS Foundation Trust One stop for healthcare checks for diabetic patients
Personalisation of Care Ashford and St Peters NHS Foundation Trust Weighing Babies and Well baby clinic Pathway
Ashford and St Peters NHS Foundation Trust Supported Discharge Clinic
Common Room Me first: Children and young people centred communication
Macmillan cancer Information and Support centre, UHSM partnership working to improve the experience
NHS Blood and Transplant & The Royal Liverpool University Hospital A team approach to streamlining therapeutic apheresis services in the North West
Wirral University Teaching Hospital NHS Foundation Trust Ward 21 – Dementia Care
Staff Engagement/ Improving Staff Experience Frimley Health NHS Foundation Trust The Patient Encounter Leadership Programme
South Tyneside NHS Foundation Trust Screening people with a learning disability for bowel cancer
Southern West Midlands Maternity and Newborn Network Improving communication for better patient and staff experience
UHSM LEAD – Lead, Excel, Achieve, Develop
Wirral University Teaching Hospital University NHS Foundation Trust LiA at Wirral University Teaching Hospital
Strengthening the Foundation Cambridgeshire and Peterborough NHS Foundation Trust PROMISE (PROactive Management of Integrated Services and Environments)
Chelsea and Westminster Hospital NHS Foundation Trust (West Middlesex University Hospital Site) Project Name – Strictly Best Experience
Frimley Health NHS FT Patient Encounter Leadership Programme
Hywel Dda University Health Board The Big Thank You
Lancashire Care NHS Foundation Trust Co-designing Always Events
Locomotor Service, Homerton Foundation NHS trust Redesign of an integrated community pain service
Newcastle University The ThinkSAFE Implementation Package, collaboratively developed to promote uptake and spread of patient involvement in improving patient safety.
Support for Caregivers, friends and Family Bedford Hospital The Carers Lounge, Bedford Hospital
CSH Surrey Life After Stroke workshops
South Tyneside NHS Foundation Trust – St Benedict’s Hospice Supporting carers of people using hospice services
Tameside Hospital Foundation Trust Admiral Nursing Service/Improving Dementia Care
UHSM End of Life Care
Turning it Around When it Goes Wrong Abertawe Bro Morgannwg University Local Health Board Measuring, Reporting and Acting
Ashford and St Peters NHS Foundation Trust A Culture Based Approach to the Improvement of Complaints Handling
Medway Community Healthcare MSK from challenged to great!
South West London and St Georges Mental Health NHS Trust SWLSTG Patient Experience Team
Virgin Care Limited Centralising Customer Service
Wirral University Teaching Hospital NHS Foundation Trust Rapid detection and prompt effective isolation to prevent infections associated with Carbapenemase Producing Enterobactrericeae
Professional and Team of the year Central London Community Healthcare (CLCH) Patient Experience – Bringing it all together
Hywel Dda University Health Board Putting the patient at the heart of everything we do
Luton CCG, GP surgery Dementia co-production in Luton
Medway Community Healthcare Changing culture to improve patient experience
NHS Midlands and Lancashire CSU Insight and Involvement – The Team for the voice of patients
NHS North Derbyshire CCG Collaborative Complaints Peer Reviews – North Derbyshire
Northumberland, Tyne & Wear NHS Trust Complaints / PALS Team
South West London and St George’s Mental Health NHS Trust SWLSTG Patient Experience Team
Wirral University Teaching Hospital NHS Foundation Trust Mark McKenna – Complaints/PALS Professional of the Year

Please join us on 2nd  March for a day of celebration and hearing from the winners what changes they have made to improve the experience of care in their organisation.   For more information about last year’s event have a look at our video.  To find out how you can book your places please contact the team on events@patientexperiencenetwork.org  or book online here https://www.regonline.co.uk/penna 01772 336639.

To keep up to date follow @PEN_NEWS for all the latest news.

Wishing you health, hope and happiness for 2016

Ruth Evans
Managing Director


 

The 2014 Winners have been announced! Please click here to see who they are!

Here are the highlights from the 2014 PEN National Awards Conference…

 

Please click here for details of the PEN National Awards Brochure for 2014 – a summary of all finalists is included in here.

 

Watch the highlights from the 2013 PEN National Awards Conference…


 

Times Are Changing!

Will you be ready?

Ruth Evans talking

 

“Until recently, patient experience has perhaps been considered ‘expendable’ when compared to the requirements for effective and safe treatment.
Times have changed!
The Patient Experience is now in the minds of most healthcare leaders.It is no longer a luxury that can be dispensed with when more pressing intiatives arise.

Nevertheless, there is much ambiguity over what is meant by and what can be done to deliver a world class Patient Experience.

The Patient Experience Network (PEN) aims to help address this by providing a valuable resource for healthcare organisations and individuals wishing to deliver a great experience for patients.

It is not our intention to preach, rather to provide a medium to share and celebrate what has worked, and perhaps not worked, in real life settings and to provide practical tools and support.”

Ruth Evans, Director of PEN