APRIL 2018 NEWSLETTER

Welcome to the Patient Experience Network Newsletter
PENLetter April 2018
Issue 54
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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 our April edition of our newsletter.

This is a bumper month with so many great examples of what is working well – which is very appropriate in this International Experience of Care week.  We have selected just a few for you to enjoy.
In May we are bringing a series of Insight events out on a roadshow, starting in Birmingham on 9th May.  These events are incredibly popular so please do book your place as soon as possible.  To give you a feel of what you can expect on the day please see the list of case studies we will share at Birmingham:

Organisation Project                  
Gloucestershire Hospitals NHS FT Small Steps – Big changes              
Birmingham Women’s and Children’s NHS FT Listening to our non-English speaking families          
Nottingham University Hospital NHS Trust Skin to Skin Jackets Initiative for Birthing Partners          
Purple Rainbow Supporting Pancreatic Cancer UK Purple Rainbow Pancreatic Cancer Stories          
Tees, Esk & Wear Valleys NHS Foundation Trust Making best use of technology to collect, report and use feedback to improve services  
Sandwell and West Birmingham Hospitals NHS Trust The Triple “D” Team and Pathway – Meeting the Needs of Patients with Dementia, Delirium and Distress
Walsall Healthcare NHS Trust Informed and Empowered              

 

As always please send us your news – we love to share the good stuff.

All the best

Ruth

PENNA 2017 AWARDS
We are running a series of Insight events with NHS England around the country to show case just some of the great work being done to improve the experience of care:

9 May – Canalside, Birmingham

22 May – Guys Hospital, London

13 June – Clayton Hotel, Leeds

21 June – Doubletree by Hilton Hotel, Cambridge

Please click on the link above for the date you wish to register for.  Please note these evets are free to attend for any NHS member of staff.

Do get in touch if you have any questions – the team can be reached on 033 33 44 7060 or info@patientexperiencenetwork.org.

This Month’s Case Study
Gloucestershire Hospitals NHS FT
Small Steps – Big Changes

General Summary
The problem with feedback data is staff taking ownership, as they often say “that’s not my data/problem”. This project was innovative as staff took ownership of their data and led on multiple initiatives using quality improvement patient experience techniques. Ownership of feedback data has to be closest to the patient to make the biggest difference and anecdotal data is as important as “official” feedback data. The leadership journey began as a deficit-based model evolving into an appreciative enquiry model with co-design used at appropriate points. The project was effective in that all ward staff became engaged with the overall objective of improving their patients’ experience.  Initiatives failed and these were learned from, while successes were celebrated. The project started with a transactional leadership style and transitioned into transformational collective leadership. The philosophy became totally patient-focussed as the project progressed. The success of this project can be measured on how engaged the staff became. Their enthusiasm grew with their successes.  The project will be sustained as the staff now take ownership of their feedback data and know how to respond with actions. The philosophy has already been transferred to other wards, with more wards keen to be involved.

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
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Using Patient Rounding Tools to Enhance the Patient Experience
Local News
Student social worker from Norfolk receives national recognition
Patient experience improved at Stoke Mandeville Hospital
Award success for Sandwell and West Birmingham Hospitals NHS Trust
General Practice / Dental
4 ways to reduce wait times for patient appointments
Overseas News
Cleveland Clinic’s path to a better patient experience began with a focus on empathy
Pharmacy News
Turn an Angry Pharmacy Patient Into a Calm Customer
Technology News
5 User Experience Trends Driving Healthcare Digital Transformation
Appointment Agenda-Setting Tool Boosts Patient Satisfaction
How Healthcare Can Change from Digital Laggard to Leader
Mobile device use tied to higher patient experience scores, survey finds
4 Tips to Design a Patient-Centric Virtual Reality Program
Other News
How Health Orgs Address Wait Times to Raise Patient Satisfaction
Pharma / Clinical trail News 
Statement from FDA Commissioner Scott Gottlieb, M.D., on FDA’s efforts to enhance the patient perspective and experience in drug development and review
Articles From Our Members
Save the date

Across healthcare, Wednesday 6 June is what matters to you day, when we’ll be encouraging health and care practitioners to change the focus of the conversations they have with people. We want them to shift from asking ‘what’s the matter with you?’  to ‘what matters to you?’. This is an international campaign: you can see how it’s been running in Scotland for the last two years atwww.whatmatterstoyou.scot.  NHS England is working in partnership with Health Education England and Public Health England to get the English campaign up and running. So – save the date. More information of how you can get involved and spread the word in our next edition.  In the meantime for more info please contact Jayne.beecham@nhs.net  or jonathan.berry2@nhs.net.  Join the Twitter conversation at #WMTY2018.

Events
PEW Patient Experience Week

23-27 April 2018

More to follow!
Using Insight for Improvement

Four 1 day events showcasing some examples of best practice from PENNA2017

9 May – Canalside, Birmingham

22 May – Guys Hospital, London

13 June – Clayton Hotel, Leeds

21 June – Doubletree by Hilton Hotel, Cambridge

Please book your place please click on the date above

 

Investigation and Learning from Deaths in NHS Trusts

Monday 14 May 2018
De Vere West One Conference Centre, London

The Department of Health have recently confirmed that the NHS is to become the world’s first health organisation to publish data on avoidable deaths. The data will not be collated centrally, and each trust will be required to make its own assessment of the number of deaths due to problems in care, which will allow trusts to focus on learning from mistakes and sharing lessons locally. By collecting the data and taking action in response to failings in care, trusts will be able to give an open and honest account of the circumstances leading to a death. This National Conference focuses on improving the investigation and learning from deaths in NHS Trusts following the National CQC and NQB guidance, and Department of Health reporting requirements.

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

 

Challenge 2020

22nd May London

This May, the ‘Challenge 2020’ conference returns with a closer look at Engagement in Action. Challenge 2020 is hosted by MES (Membership Engagement Service) and is a series of annual conferences dedicated to different aspects of public, patient and staff engagement in health. This year’s conference will focus on practical examples of good, meaningful engagement and will include a variety of workshops and quality speakers from the health sector and beyond. It will take place on Tuesday 22nd May at Rooms on Regent’s Park.

We’ve lined-up an array of quality presenters from the health sector and beyond including NHS Improvement, Care Quality Commission, Innocent, The King’s Fund, NHS Confederation, Public Policy Media Ltd, Involve and InHealth Associates.

Please register your interest by emailing us at events@membra.co.uk.

For more details about ‘Challenge 2020’, including speakers and ticket pricing, please visit theconference webpage!

 

Hospital at Night Summit: Delivering a 24/7 Hospital

Wednesday 23 May 2018
The Studio Conference Centre, Birmingham

This Hospital at Night Summit focuses on out of hours care in hospitals delivering high quality safe care at night. Through national updates, networking opportunities and case studies this conference provides a practical guide to delivering a high quality hospital at night.

For further information and to book your place visit

http://www.healthcareconferencesuk.co.uk/out-of-hours-care-in-hospital-care-night-nhs or emailnicki@hc-uk.org.uk

Follow the conference on Twitter #hospitalatnight

 

What matters to you day

Wednesday 6 June 2018

This is when we’ll be encouraging health and care practitioners to change the focus of the conversations they have with people. We want them to shift from asking ‘what’s the matter with you?’  to ‘what matters to you?’. This is an international campaign: you can see how it’s been running in Scotland for the last two years at www.whatmatterstoyou.scot.  NHS England is working in partnership with Health Education England and Public Health England to get the English campaign up and running. So – save the date. More information of how you can get involved and spread the word in our next edition.  In the meantime for more info please contact Jayne.beecham@nhs.net  orjonathan.berry2@nhs.net.  Join the Twitter conversation at #WMTY2018.

 

Getting Patients Up, Dressed and Moving

Monday 11 June 2018
De Vere West One Conference Centre, London

Chaired by Ann-Marie Riley Deputy Chief Nurse Nottingham University Hospitals NHS Foundation Trust, this conference takes a case study focused approach to meeting the New National Ambition launched by the Chief Nursing Office to #EndPJParalysis, to deliver the national 70-day challenge – with an ambition to have a million patient days captured in just 70 days to getting patients up, dressed and moving. The conference will demonstrate how to improve practice through implementing learning from organisations that have successfully implemented #EndPJparalysis in practice, bringing the #last1000days and #Red2Green to life. Sessions will focus on changing culture and practice, data collection and monitoring, changing patient and carer expectations, preventing deconditioning, understanding the evidence and looking at the patient perspective.

For further information and to book your place visit

http://www.healthcareconferencesuk.co.uk/getting-patients-up-dressed-and-moving or email nicki@hc-uk.org.uk

Follow the conference on Twitter #endpjparalysis

 

Deteriorating Patient Summit

Monday 11 June 2018
De Vere West One Conference Cenrre, London

The Deteriorating Patient Summit 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.

For further information and to book your place visit

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

Follow the conference on Twitter #deterioratingpatient

 

CILIP Health Libraries Group Conference 2018

13-15 June 2018, Keele University

Don’t miss your chance to join over 350+ health library professionals at the CILIP Health Libraries Group Conference 2018, Keele University, 13-15 June 2018. Click here for further information.

The CILIP Health Libraries Group Conference always has a programme that is at the forefront of current thinking. Many delegates remark each year that they learn more best practice in two days at the conference than they do in a whole year behind their desks. 2018 will be no exception, of course.

To register: Secure your place now with an early bird discount of 20% off before 23rd February. Click here to register.

To speak: You can now submit your proposal, and submissions close 31st January 2018. Submit your proposal here.

To exhibit: The exhibition hall is almost full, and this year we are delighted that Wolters Kluwer is our Lead Sponsor. To book your space, download the brochure and booking form here.

You can follow #HLG2018 for updates on Twitter from either @NovusMEM or @CILIPHLG. Contact our event manager Carol Stevenson at Novus Marketing and Event Management, oncontact@novusmem.co.uk.

 

In-depth legal masterclass: Informed Consent After Lanarkshire

Tuesday 19 June 2018
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.

For further information and to book your place visit

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

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.)

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

Friday 15 June 2018
De Vere West One Conference Centre, London

This national conference looks at the practicalities of Serious Incident Investigation and the investigation of deaths ensuring adherence to the national guidance on identifying, reporting, investigating and learning from deaths of people in their care.

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

Follow the conference on Twitter #NHSSeriousIncidents

Useful Resources
How to make a complaint – Your voice your choice NW Boroughs NHS Healthcare FT
In case you Missed It
Making Changes Stick
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