Welcome to the Patient Experience Network Newsletter
PENLetter November 2017
Issue 49
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Welcome to this month’s PENLetter

We have collated all the current and inspirational patient experience news into one place.

Welcome to the October edition of our PENLetter! 

Welcome to the November edition of our PENLetter! Don’t forget our closing date for submission to our awards is Friday 24th November!   Do let the team know if you have any questions – all details are later in the newsletter.

This month it seems communication is the buzzword with articles in this month’s edition about coaching apps, huddles and training days – all designed to improve the patient experience through improved communication.

We also include a call from NICE looking for a Chair or Topic Advisor for the NICE guideline committee on Rehabilitation in people with severe and enduring mental illness – you need to act quickly as the deadline for applications is 10:00 on 24th November.

Enjoy the read.


As we enter the last few days for entries, do get in touch if you have any questions – the team can be reached on 033 33 44 7060 or  We are looking forward to reading all about your amazing work to improve the patient experience.

Deadline for entries is Friday 24th November.

We have some wonderful news for students who may be considering submitting an entry –  we are now able to offer bursaries to some individual students.  With this in mind we have also extended the deadline for the two student categories until January 12th 2018.  These categories will be judged outside the regular judging process – all other entries must be with us over the next couple of days!

Our awards conference and ceremony will be on 1st March 2018 in Birmingham. 


A few words from our partner – the Picker Institute Europe

Picker is a charity with an ambitious vision; the highest quality of health and social care for all, always.

We strive to realise this vision through our day-to-day work, building upon the Picker Principles of Patient Centred Care.  Developed over 20 years ago by Picker in the USA, the principles are the definition of what a positive patient experience should include, no matter who the person is or the nature of the care that they are receiving.
As an internationally renowned charity we influence policy and practice so that health and social care systems are always centred around people’s needs and preferences. We empower staff working in health and social care to improve patient experience by effectively measuring, and acting upon people’s feedback, and we aim to inspire the delivery of the highest quality healthcare, by developing tools and services which enable all patient’s experiences to be better understood

We couldn’t achieve all of this without collaborating with other like-minded charities and organisations operating in the health and social care sectors.

Picker has collaborated with the Patient Experience Network because we share a similar philosophy; we both have a person-centred approach to healthcare at our very core, and we believe strongly in a balanced conversation around quality improvement that puts equal emphasis on both celebrating success and learning from mistakes.

The Patient Experience Network National Awards are a prime example of what this collaboration and balanced approach looks like in practice.

The awards are truly unique in that they are the first and only awards programme to recognise best-practice in patient experience of care across all facets of health and social care in the UK.

The clever premise for the event also sets it aside from other quality improvement awards.  All shortlisted entries exhibit their patient experience initiatives so that other attendees can learn from their hard work.

The format also contributes to the inclusive and collaborative atmosphere of the awards, and is something that Picker wholeheartedly endorses. The awards programme inspires the attendees, and celebrates the success of the hard-working and creative healthcare workers in the room.

As a trusted and respected charity working in the field, Picker sits on the judging panel and our CEO, Chris Graham, attends to congratulate the shortlisted entries and present the winners with their awards.
The entries are a demonstration of some of the most cutting edge thinking and practice on person-centred care, and we are always impressed with the passion, creativity and energy that is evident in the entries.  We are continuing our support of these ground-breaking awards this year, and we’re very much looking forward to reviewing the entries over the coming months and participating in the awards day in Birmingham on 1st March 2018.

This Month’s Case Study

FAB – Frailty Assessment Base


Acute district general hospital + 3 community hospitals and some community health services. Catchment of more than 330,000 people living in and around urban Ipswich. Remainder of the population is rural and quite isolated. 500+ beds + community beds; annual turnover £200+ million; 3,500 whole time equivalent staff; typically older catchment population than the England average with a greater proportion over 55.

Population served is an aging one (one of the fasted growth rates of very elderly people – over 80s – in the country), increasing levels of complexity of care including dementia, learning and other disabilities, co-morbidities; increasing population non-English reading/speaking; alongside older patients there are older family carers.



PEN News

Ruth Evans at PEN

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Articles from Members
I am writing to invite you and your network of contacts to consider applying for the role of Chair or Topic Advisor for the NICE guideline committee on Rehabilitation in people with severe and enduring mental illness.  The deadline for sending an application is 10am Friday 24 November 2017.

Committee roles

At this stage we are looking for a Chair and Topic Advisor and the details can be found on the NICE website using the links below:

1.Committee Chair

1.Committee Topic Advisor

How to apply for professional roles
Please send a short CV and cover letter before the deadline of 10am on Friday 24 November 2017  to for my attention.  The following documents should be included:

1.A cover letter, explaining how you meet the criteria in the person specification and your motivation for applying for the post
2.A short CV
3.Applicant information form – with details of 2 referees
4.Declaration of interests form
5.Equality monitoring form

Guideline update
More details on this guideline can be found here:

Interviews will be held in person at the RCOG in London on 18 or 19 January 2018.

Spread the word
Please encourage your network of contacts to apply to be part of this committee.

Thank you for your help in finding committee members for this NICE guideline.

Kind regards


Eleanor Howat
Project Manager National Guideline Alliance (NGA)





PALS and Patient Experience Conference 2017

Monday 27th November 2017, Derby

The 2017 PALS Conference will be held in Derby this year, courtesy of Derbyshire Healthcare Foundation. It will be on Monday 27 November 2017. The Agenda is coming together. We have confirmed special speaker from The Academy of Fabulous Stuff in the form of Roy Lilly so this will be a highlight of our events that we have so far provided. We also have somebody from the Learning Disability Programme of NHS England and a visit from medical Protection Dogs to explain what they are doing with dogs not only preventing patients have illness episodes but detection of cancers at a very early stage.


Implementing Criteria to Assist Patient Discharge from Hospital

Monday 4 December 2017, De Vere West One Conference Centre, London

The masterclass offers a practical guide to setting up and implementing Criteria led discharge. The use of Criteria in the process of patient discharge will be debated to dispel the common myth that this approach is restricted to Nurses doing what was traditionally Doctor’s work. The stand point adopted is that Criteria can be developed to assist patient discharge from hospital and implemented at multiple points in the discharge process to reduce length of patient stay, improve quality of care and does not compromise patient safety.

Our 20% discount is available by quoting ref: hcuk20pen  when booking.(*Cannot be used in conjunction with any other offer.  Full T&Cs available upon request.)

For further information and to book your place visit or email


National PROMs Summit 2017

Monday 11 December 2017
De Vere West One, London

Developed in association with Mr Bibhas Roy, Consultant Orthopaedic Surgeon & Virtual Orthopaedic Clinic Lead, Central Manchester University Hospitals NHS Foundation Trust and chaired by Prof W Angus Wallace, Division of Orthopaedic and Accident Surgery, University of Nottingham/Nottingham University Hospitals NHS, this national conference will open with an update from NHS England on developments in Patient Reported Outcome Measures (PROMs) and will then focus on PROMs in clinical practice; using case studies of PROMs changing clinical practice alongside expert sessions on subjects such as using PROMs for decision making, to change practice, and auditing and analysis of outlines.

Our 20% discount is available by quoting ref: hcuk20pen  when booking.(*Cannot be used in conjunction with any other offer.  Full T&Cs available upon request.)

For further information and to book your place visit or email

Follow the conference on Twitter #PROMs2017


Masterclass: Complaints Handling & Response Letters

Monday 11 December 2017,

De Vere West One Conference Centre

This interactive and practical workshop will provide a structured approach to complaints handling and response writing.  Delegates will be taken through a methodology that will ensure that all complaints are properly investigated and that responses will stand up to scrutiny. There will be a complaint and letter writing case study during which delegates will receive feedback from the trainer.  All techniques will be tested through role-play based on an actual complaint. The course will be facilitated by Kate Hill Solicitor InPractice. Our 20% discount is available by quoting ref: hcuk20pen  when booking.(*Cannot be used in conjunction with any other offer.  Full T&Cs available upon request.)

For further information and to book your place visit: or email

In-depth legal masterclass: Informed Consent After Lanarkshire

Wednesday 13 December 2017, De Vere West One Conference Centre, London

This one-day course will cover all elements of informed consent as well as the law relating to treatment of those who lack capacity and who are unable to give informed consent.

Our 20% discount is available by quoting ref: hcuk20pen  when booking.(*Cannot be used in conjunction with any other offer.  Full T&Cs available upon request.)

For further information and to book your place visit:  or email


Patient Leadership Summit

Friday 15 December 2017
De Vere West One Conference Centre, London

This national summit chaired and co-produced with Jonathon Hope Patient and Co-chair, Realising the Value of Individuals – Increasing Participation in CKDUK Renal Registry will focus on the important issue of Patient Leadership and enabling patient leaders to work collaboratively with the NHS through co-production.  You will hear from a range of leaders in the field of co-design and co-production including Fiona Carey C4CC Co-Chair Coalition for Collaborative Care and representatives from NHS England, The King’s Fund and Nesta.  You will also have the opportunity to start to consider how your organisation can began to plan a co-designed event to start to utilise the renewable energy of your patients, carers and patient leaders.

For further information and to book your place visit or email

Follow this event on Twitter #patientleadership


Priorities for improving sepsis outcomes: early diagnosis, treatment and education

Morning, Thursday, 18th January 2018, Central London

THIS EVENT IS CPD CERTIFIED.  This seminar will be an opportunity to discuss the policy priorities for improving sepsis outcomes.

It takes place in light of NHS England’s Sepsis Action Plan, expected in autumn 2017, which will reflect current work on safety netting, standards, reporting, education and training. It also follows the progress made on Improving outcomes for patients with sepsis, which looked at supporting healthcare professionals to recognise and treat sepsis promptly, with the aim of improving patient outcomes and reducing mortality.

Delegates will assess what more can be done to ensure symptoms of sepsis are identified and patients are diagnosed earlier, especially in the context of recent NICE guidance to treat people with life-threatening sepsis symptoms within one hour. They will also consider the potential impact of the 2017 Antimicrobial Resistance and Sepsis CQUIN and NHS England’s proposal to introduce a sepsis specific indicator to the Clinical Commissioning Group Improvement and Assessment Framework in 17/18.

The conference is expected to bring together key policymakers with a range of stakeholders, including Members of both Houses of Parliament, senior government officials involved in this area of public policy, together with health and social care professionals, healthcare lawyers, representatives of consumer health organisations, trade unions, local government, as well as representatives of healthcare and pharmaceutical industries, academia, interested and affected charities and user groups, and reporters from the trade and national media.

+44 (0)1344 864796 or


National NICE Quality Standard for Chronic Kidney Disease in Adults

Friday 19 January 2018
De Vere West One Conference Centre, London

Chaired by Jonathan Hope CHD Patient and Patient Co-Chair Think Kidneys, this conference focuses on improving care and outcomes for people with Chronic Kidney Disease and implementing the Updated NICE Quality Standard released in July 2017. Dr Robert Lewis Specialist Committee Member Quality Standard for Chronic Kidney Disease NICE opens the conference with an extended session on implementing the National quality standard for chronic kidney disease including challenges for renal services. Our 20% discount is available by quoting ref: hcuk20pen  when booking.(*Cannot be used in conjunction with any other offer.  Full T&Cs available upon request.)

For further information and to book your place visit: or email

Follow the conference on twittter #CKD2018
Patient Experience Insight Summit

Thursday 22 February 2018
The Studio Conference Centre, Birmingham

The National Patient Experience Insight Summit will focus on measuring, understanding and acting on patient experience insight, and demonstrating responsiveness to that insight to improve care. Through national updates and case study presentations the conference will support you to measure, monitor and improve patient experience in your service, and demonstrate responsiveness to the feedback you receive.

For further information and to book your place visit or email

Follow the conference on Twitter #PatientExp

Our 20% discount is available by quoting ref: hcuk20pen  when booking.(*Cannot be used in conjunction with any other offer.  Full T&Cs available upon request.)


Transforming Outpatient Services National Summit

Monday 26 February 2018
De Vere West One Conference Centre, London

Outpatient clinics can be demanding environments. This national summit aims to bring together leaders of outpatient services to focus on improvement and the delivery of outstanding outpatient care and experience.

For further information and to book your place visit or email

Follow this conference on Twitter #Outpatients

Our 20% discount is available by quoting ref: hcuk20pen  when booking.(*Cannot be used in conjunction with any other offer.  Full T&Cs available upon request.)


PEN National Awards 2017

Thursday 1st March 2018

The REP Birmingham

An incredible day showcasing and celebrating what is working well to improve the experience of care.  A day not to be missed.
The Point of Care Foundation’s upcoming conference: Making healthcare more human

Wednesday 28 March 2018 ,Wellcome Collection, London

In July we published a briefing entitled ‘Behind Closed Doors: Can we expect NHS staff to be the shock absorbers of a system under pressure?’, which highlights the extent of the pressure NHS staff are facing, and the consequences for patients, if more is not done to support staff.  Other recent surveys have revealed similar concerns among both the consultant workforce and junior doctors.

The CPD-accredited conference will provide an opportunity for delegates to learn from experts and to network with peers who share these concerns, in innovative and challenging sessions.  In line with our mission to ‘humanise healthcare’, delegates will learn:

•how to practice collaborative leadership between managers, staff, and patients;
•how to recognise drivers for staff engagement, how to improve staff experience, and how to enable staff to care for themselves and colleagues;
•how to understand what conditions enable staff to be at their best with patients.

The conference aims to encourage new learning and to challenge traditional ideas about the role of staff and patients.

The morning sessions will include a patient discussion panel followed by forum theatre performed by Performing Medicine, which will draw on themes from the patient panel to perform scenarios where staff can provide more human care.

The afternoon will provide the opportunity for a conversation between staff and patients, encouraging both to think about what difference it makes when relationships between them are strong, as well as what enables/prevents these relationships from building. This will be followed by a session in which clinical and non-clinical staff will make their voices heard about what conditions make them feel enabled and ‘at their best’.

If you want to be part of the movement for a healthcare system which is more human, book now to attend this unique and progressive conference. The audience will be drawn from a wide range of professions but will be of particular interest to consultants and junior doctors, as well as academics and researchers.

Early bird tickets are now available and cost just £150 – you can book your place by visiting the event page:    

PEW Patient Experience Week
23-27 April 2018
More to follow! 

In case you missed it
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