PENLetter November 2016

Welcome to the Patient Experience Network Newsletter
PENLetter November 2016
Issue 38
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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 Note from Ruth Evans, PEN FounderWith just 2 weeks to go don’t forget to take this opportunity to give your team the recognition they deserve by entering the Patient Experience Network National Awards. There is still plenty of time to get your entry together and submitted.

In our Leadership section this month we have to great articles, one about how improving patient experience requires effective leadership, with some thoughts about what this means for healthcare.  The second article, Through the eyes of the patient shows the importance of leaders looking beyond the in-patient experience, and the role of patient advisory councils and engaging the public.Using actors to help doctors be more empathetic features in our Patient Experience section.

We feature several articles in our Overseas section this month where we pick up the theme of advisory councils with two articles looking at how to make these work effectively to improve the patient experience.    Also from overseas an article explaining work one hospital in the US is doing to partner with employers for cancer care.

Under Technology Why is telehealth still not as widespread as many think it should be?   This article explores some of the reasons.  Also in this section news from a US Hospital using a GPS system to improve flow and patient experience.

In Phama news we have selected two articles; one reporting on work done by Cutting Edge Information looking at which pharmacos are mandating patient centricity, and one specifically on what Astellas are doing.

We have found an interesting article under Other News explaining the importance of cleanliness to the patient experience, demonstrating the critical role of the non-clinical staff in the patient experience.

Our calendar is full of great events to attend including the Always Events® UK Summit: A positive approach to Improving Patient Care on Wednesday 30 November 2016, the National PROMs Summit 2016  on Wednesday 7 December 2016 Conference and of course please put our very  own Best Practice conference and Awards event into you diary – 21st March 2017, in Birmingham!

All the best

Ruth

PENNA 2016 AWARDS
We would love to hear from you if you are interested in taking part in this year’s celebration of great work to improve the experience of patient care.
To find out more please call us on 03333 44 70 60 – where you will speak with Michelle, Lauren or Gaby or email us on awards@patientexperiencenetwork.orgOn 28th November 2016 at 17:00 we will close for entries
In the period 9th December -19th December we will be inviting our judges to review submissions and issuing our shortlist on 23rd December 2016.

21st March 2017 is the date for our AWARDS Conference and ceremony at the REP in Birmingham – please put this date in your diary!

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

OR to register to enter or to attend please use the following link: www.regonline.co.uk/PENNA2016Registration

This Month’s Case Study
Patient Encounter Leadership Programme

About the Organisation

Frimley Health NHS Foundation Trust was created on 1st October 2014 by the acquisition of Heatherwood and Wexham Park Hospitals NHS Foundation Trust by Frimley Park Hospital NHS Foundation Trust, the first ever merger of two Foundation Trusts. It runs Heatherwood Hospital in Ascot, Wexham Park Hospital near Slough, Berkshire, England, and Frimley Park Hospital in Frimley, Surrey. It has 4,948 full time equivalent staff. The Patient Trust was launched in 2014 by Howard Kennedy with the purpose of supporting a consistent, quality experience for patients facing serious illness by raising awareness, providing practical support and working in partnership with doctors and patients.

READ MORE HERE…

PEN News

Ruth Evans at PEN

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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
How Physician Leadership Can Maximize the Patient Experience
Through the eyes of the patient: Looking beyond HCAHPS to improve patient experience
Patient Experience News
Actors playing patients are helping doctors be more empathetic and make speedy diagnoses
Overseas News
4 Ways to Get Better Results from Patient Advisory Councils
How Patient Advisory Councils Drive Patient Experience Efforts
Memorial Sloan Kettering Partners With Employers to Simplify Cancer Care
Positive patient experience key for good online-physician-reviews
Technology News
Why is telehealth still not as widespread as many think it should be? Three reasons
Rush River North uses GPS system to virtually eliminate wait times, boost workflow
Other News
Hospital Cleanliness Impacts Overall Patient Experience
Pharma News
Astellas Establishes Patient Experience Organization in the Americas
Big Pharma Expanding Patient Centricity through Top-Down Mandates
Something Different
Adding music to pain meds may reduce pain
Events
Conference: Measuring, Understanding and Acting on Patient Experience Insight

Tuesday 29 November 2016
Hallam Conference Centre, London

This conference 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

http://www.healthcareconferencesuk.co.uk/patient-experience-and-experiences-of-careor email kate@hc-uk.org.uk

Follow the conference on Twitter #PatientExp

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

 

Conference: Recognising and Responding to the Deteriorating Patient

Wednesday 30 November 2016
Hallam Conference Centre, London

This one day conference focuses on recognising and responding to the deteriorating patient through improving the reliability of patient observations and ensuring quality of care to reduce failure to rescue of acutely ill patients. The conference opens with a National Update on developments and improving the effectiveness of the National Early Warning Score (NEWS).  The conference continues with a practical case study based sessions on identifying patients at risk of deterioration, improving practice in patient observations, responding to the deteriorating patient, and improving the communication of NEWS at the interface of care. Extended sessions will focus on cardiac arrests as never events, and improving the response to sepsis.

For further information and to book your place visit

http://www.healthcareconferencesuk.co.uk/deteriorating-patient or email nicki@hc-uk.org.uk

Follow the conference on Twitter #deterioratingpatient

20% discount is available for PENFriends by quoting ref: hcuk20pen  when booking.(*Cannot be used in conjunction with any other offer.  Full T&Cs available upon request.
Conference: Always Events® UK Summit: A positive approach to Improving Patient Care

Wednesday 30 November 2016
Hallam Conference Centre, London

This conference focuses on Always Events®. Always Events®, first introduced in the US by IHI and the Picker Institute,  focus on ensuring events that matter to patients happen every time for every patient.  Always Events® can be tailored to your service and should be developed in consultation with your patients learning from what your organisation or service does well and what elements of care your patients value most. The aim of always events is to create a positive approach to improving patient care.

Follow the conference in Twitter #AlwaysEvents

A 20% Discount is available, quote HCUK20pen when booking

Click here to book
Conference: Complaints Handling, Investigating, Resolving and Learning for Clinicians and Managers in Health and Social Care

Friday 2 December 2016
Hallam Conference Centre, London

This conference will provide a practical guide to handling, investigating, responding and learning from complaints in health and social care. Through national updates, practical case studies and in depth expert sessions the conference aims to improve the effectiveness of complaints handling within your service, and ensure that complaints lead to change and improvements in patient care.

For further information and to book your place visit

http://www.healthcareconferencesuk.co.uk/nhscomplaints-handing-investigation-training  or email hanisha@hc-uk.org.uk Follow this event on Twitter #NHSComplaints

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

 

Conference: National PROMs Summit 2016

Wednesday 7 December 2016
Cavendish Conference Centre, London

This conference will open with international and national 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.  There will also be national updates on the future of PROMs, a masterclass aimed at beginners to PROMs, an extended interactive session focusing on ePROMs, and another focusing on patient engagement and involvement in PROMs development.

For further information and to book your place visit

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

Follow this event on Twitter #PROMs2016

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

 

Conference: Learning from Serious Incidents: Implementing the CQC Recommendations

Wednesday 7 December 2016
Hallam Conference Centre, London

This conference focuses on learning from serious incidents: improving the quality of investigations and ensuring lessons are learned and embedded into practice. Through national updates, practical case studies and expert led extended sessions, the conference will provide a practical guide to implementing the five opportunities for improvement as identified through the Care Quality Commission review.

Follow the conference in Twitter #NHSSeriousIncidents

A 20% Discount is available, quote HCUK20pen when booking

Click here to book
Conference:  Priorities for improving patient safety in the NHS: regulation, transparency and whistleblowing

THURSDAY, 26TH JANUARY 2017
CENTRAL LONDON

This conference will provide speakers and delegates with an opportunity to discuss priorities for improving patient safety within the NHS – including safeguarding whistleblowers.  Delegates will assess priorities for the newly formed Healthcare Safety Investigation Branch in dealing with patient safety violations, challenges for developing a standardised approach for reviewing cases of patient death, and the impact of the NHS Improvement’s targets requiring all NHS Trusts to develop a ‘Charter for Openness and Transparency’.

Speakers will discuss next steps for reducing the number of avoidable deaths, the impact of 7-day NHS services on patient experience, and prospects for achieving the Health Secretary’s goal of creating a ‘learning culture’ in the NHS.

 

To book your place contact:  Anna.Cole@westminsterforumprojects.co.uk Follow us on Twitter @WFPEvents  www.westminsterforumprojects.co.uk
Conference: Next steps for IT, data and patient records in the NHS: funding, commissioning and implementing the Wachter Review

TUESDAY, 7TH FEBRUARY 2017
CENTRAL LONDON

Following the launch of NHS Digital and the discontinuation of care.data, delegates at this seminar will consider the priorities for digital health and widening digital participation in the NHS, in line with the National Information Board’s ‘Personalised Health and Care 2020 Framework’.

Attendees will also assess the impact of the Wachter Review, which looks at how IT and electronic health records are used across the NHS, and issues for data security and confidentiality, in light of a recent review by the CQC and the new National Data Guardian.   Further sessions focus on challenges for commissioners and providers to achieve paperless care, including progress made since the submission of Local Digital Roadmaps and Digital Maturity Assessments, using big data to improve health outcomes and expanding the use of patient data in research and clinical trials.

 

To book your place contact:  Anna.Cole@westminsterforumprojects.co.uk Follow us on Twitter @WFPEvents  www.westminsterforumprojects.co.uk

Masterclass: Complaints Handling & Response Letters

Wednesday 8 February 2017
Doubletree, Hilton London, West End, London

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

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

 

Conference: Hospital Mortality Annual Summit: Mortality Monitoring & Reducing Avoidable Deaths attributable to problems in care- where are we now?

Wednesday 22 February 2017
The Studio Conference Centre, Birmingham

This national Summit will focus on the question of mortality monitoring: where are we now? Through national updates and practical case studies the conference will look at how we can reduce and monitor avoidable deaths in hospitals through a range of measures which will replace the single hospital wide HSMR approach. The various approaches will aim to answer the question of whether a problem in care contributed to death, and how to identify which deaths attributable to problems in care are unavoidable.

For further information and to book your place visit

http://www.healthcareconferencesuk.co.uk/hospital-mortality-annual-summit or email kate@hc-uk.org.uk

Follow the conference on Twitter #NHSMortality

 

Conference: Learning from Serious Incidents: Implementing the CQC Recommendations

Thursday 23 February 2017
The Studio Conference Centre, Birmingham

This conference focuses on learning from serious incidents: improving the quality of investigations and ensuring lessons are learned and embedded into practice. Through national updates, practical case studies and expert led extended sessions, the conference will provide a practical guide to implementing the five opportunities for improvement as identified through the Care Quality Commission review.

For further information and to book your place visit

http://www.healthcareconferencesuk.co.uk/serious-incidents-cqc-recommendations or email hanisha@hc-uk.org.uk

Follow the conference on Twitter #NHSSeriousIncidents

 

PEN National Awards Conference and Celebration

Tuesday 21 March 2017
The REP, Birmingham

Don’t forget to put this into your diaries….to register to enter or to attend please use the following link: www.regonline.co.uk/PENNA2016Registration or contact us on 01772 336639 or events@patientexperiencenetwork.org

 

In-depth legal masterclass: Informed Consent After Lanarkshire

Friday 12 May 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.   All delegates will have the opportunity to discuss their own areas of concern with an experienced healthcare lawyer.

For further information and to book your place visit

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

Useful Resources
International Review National Patient Experience Survey
Incase you missed it
Listening to the Heart
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