JULY NEWSLETTER 2017

Welcome to the Patient Experience Network Newsletter
PENLetter July 2017
Issue 46
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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 July edition of our PENLetter! 

Please find below another newsletter packed with interesting patient experience news!  This month we have included several news items around staff and staff engagement – here you will read about the important role of managers and how this can impact the experience scores, how coaching clinicians has made a difference and more around the link between colleague engagement and patient experience – all under leadership in this month’s edition.

Under technology we see an interesting article to help reduce pressure ulcers, the importance of digital communication with our younger population and the role of tech in chronic illness.

Please don’t miss your chance to hear some of our winners share their best practice and have the opportunity to explore how you may tap into their experiences at our final workshop on 25th July in Cambridge – see events section to book your place.

Enjoy the read.

Ruth

PENNA 2016 AWARDS
PENNA2016:

Following the success of this year’s Awards we are bringing some of the best practice to a series of Insight for Improvement regional events.  We have held these in Leeds, London and Birmingham and the feedback tells us this is a great day where participants hear about some fantastic examples of good practice and have the opportunity to network with like-minded people.  Our final date for this series is 25th July in Cambridge.  To book your place or find out more please go to https://insightforimprov.eventbrite.co.uk

PENNA2017:

PENNA2017 is due to open next week!   We will have all of our usual categories and are delighted to announce a new category for this year  – Patient Experience Advocate of Tomorrow.  In this category we will welcome student generated projects or proposals designed to enhance patient or service user experience.  We are absolutely thrilled to be partnering with Liverpool John Moores University on this exciting new category.

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

If you have any questions please contact the team on 033 33 44 7060 or info@patientexperiencenetwork.org

This Month’s Case Study
NHS Go – A Health app Designed by Young People for Young People 

Healthy London Partnership

We are a transformation partnership which is funded by the London NHS England and the 32 CCGs in London.

Healthy London Partnership is a transformation partnership funded by NHS England London Office and the 32 CCGs across London. The NHS in London came together during 2015-16 to develop and agree a shared plan for the capital. The partnership was established in response to the Five Year Forward View and the London Health Commission. The aim is to take London from seventh in the global healthy city rankings, to the number one spot.  The London Health Commission contained 10 aspirations for London. The work that we undertake is organised into transformational focus areas. Each programme aims to solve a different health and care challenge faced by the capital. All aim to make prevention of ill health and care more consistent across the city. The Children and Young People’s programme aims to ensure consistent care for all the children and young people in London to ensure that all children have the best start in life. In the first year we engaged with over 600 children and young people who helped us to shape our programme and develop the programme’s aims and outcomes. HLP employs around 50 staff to deliver the transformation programme with about 10 working solely on children’s health.

READ MORE HERE…..

PEN News

Ruth Evans at PEN

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Latest Tweets

  • What is Different Between Patient Experience, Satisfaction? https://t.co/1tkaPAVqLC@PEHealthIT10:15AM
  • #ThursdaysTriumph #PENNAPhotoOfTheDay #PENNA2016 #patexp https://t.co/Y1VyIolvn38:30AM
  • Visiting virtual beach improves patient experiences during dental proced… https://t.co/9c626ExOSrvia @PlymUni @EurekAlert3:05PM
  • Organising care at the NHS front line – who is responsible from @kingsfund https://t.co/ULPuYqHzLj2:01PM
  • Here’s your midweek boost in the form of an inspirational #patexp case study from #PEN on #InspirationWednesday: https://t.co/OyauW39zWq12:00PM
To keep in touch with our latest news follow us on @PEN_NEWS – this is where we share the good things going on in healthcare – or join our LinkedIn group PENFriends.
Leadership News
‘Linking the chain’ between colleague engagement, patient experience
Trusts with more managers yield better patient outcomes, research finds
Physician communication coaching effects on patient experience
Patient Experience News
Guest commentary: Patient experiencedefines brand, culture defines patientexperience
What is Different Between Patient Experience, Satisfaction?
Guidance for metrics to improve patient care
Overseas News
Nurse navigators at Yale New Haven Hospital guide patients through recovery from stroke
Patients, Providers Disagree on Patient Satisfaction Factors
Technology News
Welsh firms’ hi-tech bid to to help cut cost of bedsores
Digital communication can improve health care experience of younger patients
How Apps Can Help Manage Chronic Diseases
Something Different
Brain tumor patient shares his experience using art as therapy
Articles From Our Members
Funding available to improve analytical capability in health and care services
The Health Foundation, an independent charity committed to bringing about better health and health care for people in the UK, has launched its new Advancing Applied Analytics programme.

We are looking to support analysts who are working on local innovative and ambitious projects that can demonstrate how they will improve analytical capability in support of health and care services and provide lessons for the wider care system.

We have £400,000 of funding to support up to six good quality projects across the UK that:

•improve analytical capability and can show how this will support better care in the future
•are led by a local/regional NHS or social care provider or commissioning organisation including local authorities, though partnerships with other groups and sectors are welcome
•could benefit from funding of up to £100,000 per project for a maximum duration of 15 months.

We are not focusing on specific themes but are willing to consider applications from a broad range of areas, provided these can demonstrate improvements in analytical capability.

The deadline for applications is midnight, Tuesday 25 July 2017.

To find out more and to apply for this programme, visit: www.health.org.uk/advancing-applied-analytics

Soothing the transition – please see the film and supporting resource prepared by children and young people to improve their transition experience into adult services.
 www.fixers.org.uk/hospitaltransition  Please click here to read ‘Smoothing the Transition process – Caitlin’s legacy.
Events
Me first Masterclasses 2017

Upcoming training dates:

Birmingham:  26th July 2017

Me first is an education and training resource that helps health and social care professionals to develop their knowledge, skills and confidence in communicating with children and young people.

The Me first masterclasses, which are co-delivered with young people, support healthcare professionals to apply the Me first communication model to their practice. The training builds on attendee’s existing skills and expertise, and utilises quality improvement techniques to enable healthcare staff to embed learning in their clinical practice.

Please visit www.mefirst.org.uk or email us at info@mefirst.org.uk to sign up for training.

 

Insight for Improvement Events

Tuesday 25th July 2017, Cambridge

Working in conjunction with NHS England and NHS Improvement, PEN are delighted to announce four regional events.

Please register to attend here: https://insightforimprov.eventbrite.co.uk

These are a series of events where we plan to bring some of the excitement and best practice from this years National PEN Awards into the regions. Over each day we will be hearing from several of our regional winners and finalists who have used feedback and insight to drive improvement in healthcare to showcase their work, we will be hearing the latest news from the Insight & Feedback Team, and we will have the opportunity to network and discuss key themes arising from the presentations. This is a day focussed on sharing what is working well, learning from each other and having the opportunity to discuss your own challenges with like-minded professionals.

This event will be interest for people who are responsible for improving patient experience or managing measurement or insight, particularly in provider organisations or local commissioning. Further details on each day will be issued as they become available.

 

Key issues in clinical negligence: funding, early intervention and the future of NHS Resolution

Morning, Thursday, 14th September 2017, London

THIS EVENT IS CPD CERTIFIED

This seminar will assess key issues in clinical negligence, including the role of NHS Resolution.
Delegates will consider the implementation of NHS Resolution’s five year strategy Delivering fair resolution and learning from harm, which sets out objectives for prevention, improving safety, resolving concerns fairly and managing NHS resources effectively.  Attendees will also discuss the expected NAO report on managing the costs of clinical negligence in trusts, and efforts to reduce costs associated with claims – as well as the Department of Health’s consultation on rapid resolution and redress scheme for severe birth injury, which proposes consistent and independent investigations.

To book your place: http://www.westminsterforumprojects.co.uk/book/clinical-negligence-health-2017

 

Measuring, Understanding and Acting on Patient Experience Insight

Monday 18 September 2017

London

The CQC State of Hospitals Report, 2 March 2017 states that “Changes to improve pathways of care, patient experience, and outcomes can also have significant cost savings”
By attending this conference delegates 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 email: carolyn@hc-uk.org.uk or call Carolyn Goodbody on 01932 429933

A 20% discount is available which can be claimed by quoting ref: hcuk20spkr

 

Measuring & Monitoring Clinical Quality

Friday 22 September 2017
De Vere West One Conference Centre, London

Chaired by Andrew Corbett-Nolan Chief Executive at the Good Governance Institute, this conference focuses on measuring and monitoring clinical quality in line with the findings outlined in the 2017 Care Quality Commission publication ‘The State of Care in Acute Hospitals’.  You will have the opportunity to network with colleagues who are working to measure, monitor and improve clinical quality and reflect on the perspectives of organisations which the CQC has rated as outstanding

For further information and to book your place visit

http://www.healthcareconferencesuk.co.uk/measuring-and-monitoring-clinical-quality or email hanisha@hc-uk.org.uk

Follow the conference on Twitter #NHSQuality

A 20% discount is available which can be claimed by quoting ref: hcuk20spkr

 

Learning from Serious Incidents: Implementing the National Guidance on Learning from Deaths

Monday 25 September 2017
De Vere West One Conference Centre, London

In March 2017 the National Quality Board has published National Guidance on Learning from Deaths providing a framework for NHS Trusts on identifying, reporting, investigating and learning from deaths of people in their care. This national conference looks at the practicalities of Serious Incident Investigation and the investigation of deaths in light of the new national guidance.

For further information and to book your place visit:  http://www.healthcareconferencesuk.co.uk/serious-incidents-cqc-recommendations or email nicki@hc-uk.org.uk Follow this conference on Twitter  #NHSSeriousIncidents

A 20% discount is available which can be claimed by quoting ref: hcuk20spkr

 

Measuring & Monitoring Patient Safety: Patient Safety Surveillance in Real Time

Friday 29 September 2017
De Vere West One Conference Centre, London

This conference focuses on measuring and monitoring patient safety in your service, including real time surveillance of patient safety concerns. Through national updates and practical case studies the conference will support you to develop the systems, metrics and culture to monitor and improve patient safety.

For further information and to book your place visit:  http://www.healthcareconferencesuk.co.uk/measuring-and-monitoring-patient-safety-surveillance-in-real-time or email nicki@hc-uk.org.uk

Follow this conference on Twitter  #patientsafetymonitoring

A 20% discount is available which can be claimed by quoting ref: hcuk20spkr

 

Investigation of Deaths in NHS Trusts: Implementing the NQB & CQC Recommendations

Monday 2 October 2017
De Vere West One Conference Centre, London

The National Guidance on Learning from Deaths was released by the National Quality Board in March 2017, following recommendations for NHS Trusts by the CQC released in December 2016. This national conference focuses on improving the investigation of deaths in NHS Trusts in line with these recent recommendations.

For further information and to book your place visit: http://www.healthcareconferencesuk.co.uk/investigation-of-deaths-in-nhs-trusts or email kate@hc-uk.org.uk

Follow the conference on Twitter #CQCDeathsreview

 

Autumn Conference 2017

Friday 13th October 2017, Liverpool

The autumn conference will be at The Walton Centre NHS Foundation Trust, Liverpool on Friday 13 October 2017. It will be held in the Lecture Theatre in the Sid Watkins Building on the site and a plan of the site will be attached to the Agenda. The site is five minutes’ walk from Fazakerley Railway Station, Liverpool.

 

Complaints Handling, Investigating, Resolving and Learning for Clinicians and Managers in Health and Social Care

Monday 16 October 2017
De Vere West One Conference Centre, London

The recent CQC review highlights the importance of effective complaints investigation and ensuring the learning from complaints is embedded within the service. Chaired by Geoff Delissen Senior Policy Officer (Complaints) Department of Health this conference will provide a practical guide to handling, investigating, responding and learning from complaints in health and social care.

For further information and to book your place visit: http://www.healthcareconferencesuk.co.uk/nhscomplaints-handing-investigation-training or emailkate@hc-uk.org.uk  Follow the conference on Twitter #NHSComplaints

 

CHANGE day Thursday 19th October 2017

Improving Patient Flow Masterclass

Monday 13 November 2017
De Vere West One Conference Centre, London

This one day masterclass will provide you with a practical ‘hands-on’ introduction to diagnosing the cause of long waits for patients, over-crowded waiting rooms and car parks. You will learn to redesign your clinic to eliminate the delays and stress for patients and staff at no additional cost!

For further information and to book your place visit

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.) http://www.healthcareconferencesuk.co.uk/improving-patient-flow-masterclass or email

hanisha@hc-uk.org.uk

 

Difficult Encounters Masterclass

Monday 13 November 2017
De Vere West One Conference Centre, London

Difficult Encounters is a masterclass for health professionals who would like to understand more about the art and science of communication. It is an interactive and entertaining course that provides delegates with an opportunity to develop their communication skills with service users, their relatives and other members of staff both on the phone and face to face.

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: http://www.healthcareconferencesuk.co.uk/difficult-encounters-masterclass   or email hanisha@hc-uk.org.uk

 

Policy priorities for urgent and emergency care services

Thursday, 16th November 2017 Central London THIS EVENT IS CPD CERTIFIED

This timely seminar will provide an opportunity to consider the priorities for urgent and emergency care services in meeting ‘winter pressures’.

Attendees will discuss NHS England’s commitments to urgent care and emergency medicine outlined in the ‘Next steps on the NHS Five Year Forward View’, including front-door clinical streaming by October 2017, the standardised rollout of Urgent and Treatment Centres (UTCs) by Spring 2018 and the alignment of renewed social care funding with emergency services, providing an integrated response to delayed transfers of care. The seminar will include a keynote address from Professor Jonathan Benger, National Clinical Director for Urgent Care, NHS England

Further areas for discussion include the progress of the eight Urgent and Emergency Care vanguards, priorities for the emergency care workforce and the next steps for NHS 111 – both in going online for 2017 and increasing the percentage of clinical assessments provided by the service.  To book your place please contact sophie.hancock@westminsterforumprojects.co.uk on 01344864796

 

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.

 

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

http://www.healthcareconferencesuk.co.uk/proms-training or email kerry@hc-uk.org.uk

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: http://www.healthcareconferencesuk.co.uk/complaints-handling-and-response-letters-masterclass or email hanisha@hc-uk.org.uk

 

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: http://www.healthcareconferencesuk.co.uk/informed-consent-masterclass-training  or emailhanisha@hc-uk.org.uk

Useful Information
MEASURES FOR PERSON CENTRED COORDINATED CARE
Smoothing the transition process – Caitlin’s legacy
Driving improvement: Case studies from eight NHS trusts
Organising care at the NHS front line – Who is responsible?
In case you missed it
Achieving a Culture of Caring
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