Experience Matters February 2017

Welcome to this edition of Experience Matters. In 2016 we had real success in promoting the importance of improving experience of care on a wide range of platforms including the CNO Summit, the HSJ/Nursing Times Patient Safety Summit, Expo and speaking invitations from Paris to Sydney. In 2017 we will be building on that success, not least with a ‘big bang’ first ‘NHS Experience of Care Week’ next month – see details below. Lined up in the rest of the year are: a panel session, linking with Jason Wolf from The Beryl Institute, and a staff experience session, at the CNO Summit in March, then the NICE Annual Conference in May, the HSJ/Nursing Times Patient Safety Summit in July, Expo in September and the Patient First national secondary care conference and exhibition in November. Get booking your places now!


‘NHS Experience of Care’ week 20th – 24th March 2017  


The week offers an opportunity put the spotlight on all our work right across the system to improve patient/family/carer experience and staff experience.

So what’s happening that week? Well there’ll be the Patient Experience Network conference on the 21st, NHS Improvement Patient Experience Conference on the 22nd & Health Care Conferences UK have a Patient Experience/Insight conference on the 24th that week too. There’s also the Beryl Institute Conference happening in Denver that week to bring a truly international perspective to the discussions.


Webinars are being arranged and there’ll be lots of online activity using the hashtag #ExpofCare, there’s a twitter chat on the evening of the 23rd March at 8pm,

for more info take a look at http://www.wecommunities.org/blogs/2266


Importantly we need people to join in and help build the energy around improving experiences. East and North Herts NHS Trust are planning a stand in the entrance to the Trust on the Thursday of that week to showcase the work they’ve been doing this area, perhaps other organisations could do something like this?

To share your plans please do drop Kath Evans, Experience of Care Lead, an email kath.evans3@nhs.net or tweet using #ExpofCare



A maternity conference is taking place 13 February in Shrewsbury ‘Implementing the National Maternity Review in Rural Area’s’ for details please see http://bit.ly/onlinebookingMU or http://bit.ly/SaTHFMURCM Please book a place – just £35.00 – or support one or two of your MSLC members to attend.

Leading midwifery speakers, include Dr Denis Walsh, Gill Walton, Kathryn Gutteridge and Dr Tracey Cooper. Come along for discussion on midwifery units, community hubs, service user views, commissioning perspectives and more. Follow #SaTHFMU on the day and afterwards go to http://www.midwiferyunitnetwork.com/ for presentations.


Drive to increase supported Self Care across the system

Working initially with six new care model vanguards, NHS England and partners are developing effective ways of mobilising people in social movements. The aim is to improve health and care outcomes while showing a positive return on investment, and there are already positive results. A series of seminars will showcase the learning from this work, and help you develop local strategies for supporting social action to improve health. Click on the links to make your booking at one of the sessions:

22 Feb 2017: Manchester 28 Feb 2017: Newcastle 7 March 2017: Birmingham 9 March 2017: London.


For further information please contact tom.harrison@rsa.org.uk



Accessible Information Standard – Making health and social care information accessible


From 1st August 2016 onwards, all organisations that provide NHS care or adult social care are legally required to follow the Accessible Information Standard. The standard aims to make sure that people who have a disability, impairment or sensory loss are provided with information that they can easily read or understand and with support so they can communicate effectively with health and social care services. A review by NHS England to assess the impact of the standard and to ensure ‘fit for purpose’ is currently underway.

There are three surveys aimed at different groups:


Please take the time to share this information as widely as possible and to have your say before the deadline of 10th March 2017. If you have any queries please contact england.nhs.participation@nhs.net or patients / members of the public can call 0300 311 22 33



New guidance for NHS England commissioners on approaches to patient and public participation in each area of direct commissioning


A set of new documents has been published to strengthen patient and public participation in NHS England’s commissioning activities. Together with the existing participation framework for primary care, the new participation frameworks for public health, armed forces, health and justice and specialised services commissioning, will support NHS England staff to make participation meaningful, inclusive and appropriate to the needs of diverse communities.

The frameworks have been developed with NHS England commissioners and other stakeholders including patient and public voice partners and representatives of voluntary sector organisations.




Across the UK, almost 1.5 million people look after someone with cancer, yet half of them don’t receive any support. Many people who look after someone with cancer don’t see themselves as a carer, so don’t know that there is help available. Caring for someone with cancer can affect people’s own health, mental well-being, working life and relationships. Lack of support to care can lead to an increased need for health and social care services, for the carer and the person they’re caring for. Carers most commonly present in health settings. MacMillan has produced guidance for health and care staff in identifying Carers and referring them onto to support. www.macmillan.org.uk/supportingcarers


Always Events


There has been lots of interest since the Always Events® Toolkit was published in December.  We now have 45 organisations working with us, in addition to the 9 pilot sites.  A series of coaching webinars has commenced facilitated by Pat Rutherford, Vice President of Institute for Healthcare Improvement and can be found here.  These have been very well attended and people have found them extremely useful. We are working with NHS Improvement who agreed that support for organisations wanting to implement Always Events® will be in their suite of offers in their toolkit.  For further information on Always Events please contact ENGLAND.PEAdmin@nhs.net

Your views needed: NHS England’s new policy to support the involvement of patient and the public in our work.

Last year NHS England worked with thousands of patients and members of the public in a wide variety of ways, bringing a wealth of insight and experience to our programmes. We have been working on a policy that can better describe and support these diverse roles.  The draft policy is attached, it has been developed by a mix of stakeholders and tested with some staff and patients/public partners. Please send your views on the attached draft to alice.williams2@nhs.net by 24th February 2017



Patient and Public Participation Frameworks


Four new patient and public participation frameworks have now been published on the NHS England website. They have been developed together with commissioning teams and partners, including patients and the public, and build on the existing NHS England patient and public participation policy and statement of arrangements. They provide practical guidance on the best ways to involve patients and the public in different services and include good practice examples and links to resources for commissioners to use.


Links to all of the new frameworks can be found below:


Health and justice https://www.england.nhs.uk/wp-content/uploads/2017/01/hlth-justice-frmwrk.pdf

Public Health https://www.england.nhs.uk/wp-content/uploads/2017/01/ph-participation-frmwrk.pdf

Armed forces https://www.england.nhs.uk/wp-content/uploads/2017/01/armed-forces-participation-frmwrk.pdf

Specialised commissioning https://www.england.nhs.uk/wp-content/uploads/2017/01/specialised-participation-frmwrk.pdf

The participation framework for primary care was published last year.



Multimorbidity and frailty: the biggest challenge for commissioners, clinicians and patients?


Webinar – Friday 24 February 2017, 12pm-1pm

Around one in four of people in England have two or more long-term conditions, often known as ‘multimorbidity’, rising to two-thirds of those aged over 65 years-old.

Frailty is the most problematic expression of ageing with around one million people in England living with frailty, yet care is often built around individual conditions leading to poorer quality of life, fragmented care and unwarranted treatment burdens.


This webinar explores how to address the impact on quality of life, mortality and greater use of unplanned care. Speakers include Prof Bruce Guthrie (Head of Population Health Sciences Division, University of Dundee), Prof Martin Vernon (National Clinical Director for Older People, NHS England), and Sue Denmark (a person with lived experience).

The webinar will be of interest to commissioners and clinicians, however all are welcome to join.

Registration is now open here!