April Newsletter 2017


Welcome to the Patient Experience Network Newsletter
PENLetter April 2017
Issue 43
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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 Founder

Welcome to the April edition of our PENLetter!  In this newsletter we collate the best of the Patient Experience news.

Following on from this year’s incredible celebration at the PEN National Awards, we are delighted to confirm all the photos, videos and presentations from the day are now available on our website: Click Here

Please, please share wildly – there are so many examples of brilliant ideas and great practice here, we want everyone to have the chance to hear about them!

We are looking at a series of dates where we bring some of this great work out to somewhere near you – more news to follow!

As usual in the month’s edition of our PENLetter we share news about what is happening in the world of patient experience.  In Leadership News we see that there are still very few Chief Experience Officers in Healthcare  with a presence at the board and explore smart hospitals.

Under Patient Experience we find three interesting articles about the link between safety and experience, the important role of support staff and a review of hospitality and hospitals.

In our Local News section we have several articles highlighting the experience of taking part in this year’s awards – so wonderful to see the impact our awards have on the organisations taking part.

More interesting reads in the Technology section looking at telehealth, social media and VR in care homes.  And so much more……

Enjoy the read.



We have now uploaded all the photos, videos and presentations – please do feel free to have a browse: http://patientexperiencenetwork.org/awards/penna16-presentations/.  The brochure summary of all finalists is also available as a quick guide.  Shortly we will issue the case studies collated in our annual book Best practice in practice.

Working with NHS England we are also putting together a schedule of events across the country to showcase some of the best practice from the Awards.  More to follow soon!

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

This Month’s Case Study
Cambridgeshire Community Services NHS Trust
Beads of Courage: Making a Difference for Each Child

The Beads of Courage programme was introduced to the UK, from America, through the paediatric oncology units. The beads are a concrete visual representation of each intervention a child has undergone during their treatment, helping them talk about their condition, fears and hopes. As a Community Children’s Nursing team, the children and young people (CYP) we support with cancer started to receive the beads supplied to us by the Regional centre.  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
New C-suite position to watch: Chief experience officers
Building smart hospitals
Patient Experience News
Press Ganey report links patient experience and patient safety
‘All part of the NHS family': in celebration of support staff
Hospitals And Hospitality: What Customer Service and Patient Experience Can Teach Your Business
Local News
South Worcestershire GP practices among the first to introduce care navigators
Staffordshire NHS partnership trust scoops award for providing outstanding patient experience
Northern Lincolnshire and Goole NHS Trust, which runs hospitals in Scunthorpe, Grimsby and Goole, has been shortlisted for a patient experience award.
Ipswich Hospital team scoops two national awards for frail patient care
Frimley NHS Trust scoops major award
Delight as trust is named the best in the country
Overseas News
A shift in priorities for healthcare
Technology News
HIT Think How organizations can increase their chances of telehealth success
Patient Experience Data and the Role of Social Media
Hospices around the Cotswolds urged to join revolutionary virtual reality project
Other News
How Home Health Can Achieve the ‘Wow Factor’ with Patients
Articles From Our Members
Scaling Up Improvement programme

The Health Foundation, an independent charity committed to bringing about better

health and health care in the UK, has £3.5 million funding available for up to seven teams under our Scaling Up Improvement programme.  The programme supports project teams to take successful health care interventions or approaches and deliver them at scale, to improve health services in the UK.

The deadline for applications is 12:00 noon, on Wednesday 17 May 2017. Information about our previous work on the programme is on our website.

Find out more and apply: www.health.org.uk/scalingup

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

Tuesday 25 April 2017
De Vere West One 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  kate@hc-uk.org.uk

Follow this conference on Twitter #NHSComplaints

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.)


Improving Outpatient Services: National Summit

Wednesday 26 April 2017
De Vere West One Conference Centre, London

This national summit aims to bring together leaders of outpatient services to focus on improvement and the delivery of outstanding outpatient care and experience. The conference opens with an update from the National  Digital Outpatients programme which aims to use digital solutions to empower patients to access outpatient services via their phones, laptops or tablets from checking test results to remote speech and language therapy (NHS Improvement 2016).  The conference continues with an extended in depth masterclass which will include interactive group work focusing on Improving, capacity, access, patient flow and waiting times in outpatient services. Further sessions will focus on improving patient experience, improving outcomes in outpatient services and the developing role of virtual outpatient clinics in reducing pressure on outpatient services.

For further information and to book your place visit

http://www.healthcareconferencesuk.co.uk/improving-outpatient-services or email nicki@hc-uk.org.uk

Follow this conference on Twitter #Outpatients

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.)
Service User Experience in Mental Health

Friday 12 May 2017
De Vere West One, London

Through national updates, lived experience and practical case studies the conference will provide a step by step guide to measuring, monitoring and improving service user experience in mental health services.

For further information and to book your place visit

http://www.healthcareconferencesuk.co.uk/service-user-experience-mental-health or email hanisha@hc-uk.org.uk

Follow the conference on Twitter #serviceuserMH

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.)


Challenge 2020: Embedding Engagement in Health

Tuesday 16th May

MES is happy to announce that the countdown to this year’s ‘Challenge 2020′ conference has officially begun with the launch of our event microsite: www.membra.co.uk/challenge2020. Please take a look around.

On Tuesday 16 May, we will be back at 30 Euston Square, London for ‘Challenge 2020: Embedding Engagement in Health’ : an event which looks to build on the discussions of last year’s ‘Advancing Engagement’ conference by focusing on leadership (how leaders can make engagement a business as usual standard) and outcomes (clear and tangible examples of how engagement can lead to positive results).

We’ve secured a quality line-up of speakers from organisations such as John Lewis Partnership, Co-operatives UK, The Point of Care Foundation, Patient Experience Network and NHS RightCare. A full breakdown of our speakers and programme can be found at our microsite, with the final few sessions to be announced in the coming weeks.

As was the case last year, this event will be CPD accredited.

Tickets can be requested by emailing events@membra.co.uk. Book before Friday 17 March to secure an Earlybird Ticket (and £100 off the standard price). Group tickets are also available. Further info is on the microsite.

Our first conference proved to be a great day for learning, networking and advancing the engagement agenda. We hope you’ll join us for the follow-up on 16 May.


Involving Users in Developing Health Information

Wednesday 17 May 2017

The Patient Information Forum (www.pifonline.org.uk) believes that patients and carers should be seen as essential partners in the production of health information. Their needs and experience bring a unique perspective – without it there is no guarantee that the information produced will be relevant or easy to understand.

Patients see things that aren’t seen by health care professionals and they see things differently.  Knowing the signs and symptoms of a chronic condition is very different to knowing what it’s like to live with it.  Both types of knowledge are essential in producing high quality information.

If you  would like to develop your knowledge in this important area, please join us on Wednesday 17 May 2017 to learn more about how you can successfully engage users in the development of your resources. The event will share practical case studies and learning, and will support participants to consider:

Understanding user needs

How to involve users at each step of information resource development

How to involve disadvantaged groups, and/or go beyond talking to the most engaged users

Taking a co-production approach

Different methods for engaging and seeking feedback from users

PIF’s events are a great opportunity to network with others working in the field of health information and support.  A dedicated networking session will encourage delegates to share how you involve users and what challenges you face.

Further details and information of how to book to attend this event can be found at: https://www.pifonline.org.uk/pif/?ee=86


Masterclass: Complaints Handling & Response Letters

Tuesday 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

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


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

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

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.)


In case you missed it
Next steps for the NHS Five Year Forward View
Adam Bojelian Memorial Talk 2017: Hidden in Plain Sight – Healthcare in the 21st Century by Rob Webster
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