Welcome to this month’s PENLetterWe have collated all the current and inspirational patient experience news into one place.
Welcome Note from Ruth Evans, PEN Founder
Welcome to the May edition of our PENLetter!
Another newsletter packed with interesting patient experience news! We have some great articles to read in Leadership news.
Where an executive shares their learning from shadowing a member of the frontline team, another looks at the importance of patient experience n the C-suite, and a third explores compassionate leadership. Loads of great reads in our Patient Experience news section with two looking at the difference sitting down makes.
We are finalising the regional events where we plan to bring some of the excitement of the awards to four regional events – more to follow soon!
Enjoy the read.
PENNA 2016 AWARDS
PENNA2016:Following our successful Awards we are planning to bring some of the best practice to a series of regional events. We are finalising the details for four events and so far have fixed two dates: 21st June in Leeds and 11th July in London. More details will be issued soon, but please make a note of these dates in your diary.
Nottingham University Hospitals – Think Drink Project About the ProjectThink Drink initiative was established in 2015 at NUH. The cause and extent of the problem was identified through audit data of fasting times for patients’ waiting for surgery and valuable Patient Public Involvement feedback from patients about their experiences. The audit data indicated excessive fasting times for patients across the trust, an average of nine hours; this coupled with some negative feedback from patient, saying they were very thirsty and kept without fluid for long periods prior to their surgery. The overall aim of the initiative is to minimising fasting times for patients across the trust thus improving patient outcomes and experience, reducing dehydration and morbidity.
Masterclass: Complaints Handling & Response LettersTuesday 23 May 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.
For further information and to book your place visit
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.
Following the launch of the NHS Innovation Accelerator, this seminar will be a timely opportunity to assess indications from the test bed sites, and next steps for developing the role of technology in healthcare to support new models of care.
Discussion will be informed by the publication of the Accelerated Access Review, particularly in respect of its recommended establishment of a digital health technology catalyst, and advice to NICE to review its health technology assessment processes.
Further sessions will focus on utilising technology to promote self care, the growth of wearable technology, and the next steps and challenges for industry following Brexit.
Patient Leadership Summit
Friday 7 July 2017
De Vere West One Conference Centre, London
This national summit chaired and co-produced with Jonathan Hope Patient & Co-Chair ‘Realising the Value of Individuals’ NHS England will focus on the important issue of Patient Leadership and how you can support patients in your organization to co-design and improve services, how you can help patients to develop patient leadership skills and how to effectively work with patient leaders.
For further information and to book your place visit
Follow the conference on Twitter #patientleadership
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.)
Measuring, Understanding and Acting on Patient Experience Insight
Monday 18 September 2017
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: firstname.lastname@example.org or call Carolyn Goodbody on 01932 429933
A 20% discount is available which can be claimed by quoting ref: hcuk20spkr
SPEAK -It’s a two way thing An NHS East and North Hertfordshire video to raise awareness for effective communication between healthcare professionals and young people. SPEAK – S = Slowly, P = Politely, E = Easily, A = Adapt, K = Kindly