December 2017 Newsletter

Welcome to the Patient Experience Network Newsletter
PENLetter December 2017
Issue 50
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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 last newsletter for 2017.  Wow – the year has flown by!  

We have some great reads this month including the importance of culture in how personality drives the patient experience, an interesting article about the written word to help explain a medical procedure? by asking a 9-year-old and how emojis could be key in assessing patients’ emotional and physical wellbeing

My favourite though is this simple article about how to create dementia-friendly environments

According to PwC 2018 is the year of strategic patient experience – to read more see: Here are the 12 healthcare issues that will define 2018, according to PwC

On that note we would like to take this opportunity to wish you health, peace and happiness over the Christmas break and 2018

Ruth and the team at PEN


All the submissions are in and our judges are working hard to identify our shortlist for 2017…..I don’t envy their job!  With a fantastic range of brilliant initiatives they certainly have their work cut out.  The shortlist will be announced on 22nd Dec…..more news soon!

Do get in touch if you have any questions – the team can be reached on 033 33 44 7060 or  Please note the office is closed over the Christmas break from 22nd Dec until 2nd Jan 2018.

It’s a date! 

Our awards conference and ceremony will be on 1st March 2018 in Birmingham – we’d love to see you there.  To book your place please contact

This Month’s Case Study
National Council For Palliative Care in partnership with Pancreatic Cancer UK, St Giles Hospice, Leeds Teaching Hospitals NHS Trust’ NHS England , Lesley Goodburn – Patient Leader and Brian Daniels – Playwright

Homeward Bound – A Play and Educational Package about Relationships, Love, Empathy and Compassion at End of Life

The National Council for Palliative Care (NCPC) is the umbrella charity for all those involved in palliative, end of life and hospice care in England, Wales and Northern Ireland.

Since 2009 NCPC has led the Dying Matters coalition. Dying Matters is a coalition of 30,000 members across England and Wales which aims to help people talk more openly about dying, death and bereavement, and to make plans for the end of life. Its membership includes hospices, care homes, NHS organisations and staff, GPs, funeral directors, the legal sector, charities, faith groups and many more.

General Summary
Homeward Bound is an initiative driven by Lesley Goodburn a patient leader who wanted to share the journey that she and her husband Seth made through devastating diagnosis of pancreatic cancer. Seth died just 33 short and heart-breaking days after his diagnosis.

Lesley promised Seth before he died that she would work to raise awareness of the signs and symptoms of pancreatic cancer and raise awareness of the gap between the person centred aspirations of the NHS and the reality of end of life care in an acute hospital.
Lesley wrote letters after Seth died to various healthcare professionals explaining what it felt like to be the person who is dying or the family supporting them and these letters were shared with National Council for Palliative Care (NCPC)

NCPC then commissioned playwright Brian Daniels to work with Lesley to develop a play about compassion at end of life. The play was launched in March 2016 and from there a partnership was developed between NCPC, Pancreatic Cancer UK (PCUK) and Leeds Teaching Hospitals NHS Trust (LTHNT) to develop a package of educational resources to accompany the play.  NHSE and St Giles Hospice have now also entered the partnership to produce a film of the play to accompany the educational package.


PEN News

Ruth Evans at PEN

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Leadership News
How Personality Drives the Patient Experience
Patient Experience News
Want help explaining a medical procedure? Ask a 9-year-old
Using Patient-Reported Outcomes Measures to Improve Engagement
Diagnostic Imaging
Listen To Your Patients
How a patient-centered approach to imaging improves clinical workflow and staff satisfaction
Overseas News
Here are the 12 healthcare issues that will define 2018, according to PwC
Pharmacy News
What are Some Upcoming Trends in the Specialty Pharmacy Landscape?
Technology News
Emojis could be key in assessing patients’ emotional and physical wellbeing
Other News
Research Matters: Patient Rooms And Stress
Something Different
How To Create Dementia-Friendly Environments?
Priorities for improving sepsis outcomes: early diagnosis, treatment and education

Morning, Thursday, 18th January 2018, Central London

THIS EVENT IS CPD CERTIFIED.  This seminar will be an opportunity to discuss the policy priorities for improving sepsis outcomes.

It takes place in light of NHS England’s Sepsis Action Plan, expected in autumn 2017, which will reflect current work on safety netting, standards, reporting, education and training. It also follows the progress made on Improving outcomes for patients with sepsis, which looked at supporting healthcare professionals to recognise and treat sepsis promptly, with the aim of improving patient outcomes and reducing mortality.

Delegates will assess what more can be done to ensure symptoms of sepsis are identified and patients are diagnosed earlier, especially in the context of recent NICE guidance to treat people with life-threatening sepsis symptoms within one hour. They will also consider the potential impact of the 2017 Antimicrobial Resistance and Sepsis CQUIN and NHS England’s proposal to introduce a sepsis specific indicator to the Clinical Commissioning Group Improvement and Assessment Framework in 17/18.

The conference is expected to bring together key policymakers with a range of stakeholders, including Members of both Houses of Parliament, senior government officials involved in this area of public policy, together with health and social care professionals, healthcare lawyers, representatives of consumer health organisations, trade unions, local government, as well as representatives of healthcare and pharmaceutical industries, academia, interested and affected charities and user groups, and reporters from the trade and national media.

+44 (0)1344 864796 or


National NICE Quality Standard for Chronic Kidney Disease in Adults

Friday 19 January 2018
De Vere West One Conference Centre, London

Chaired by Jonathan Hope CHD Patient and Patient Co-Chair Think Kidneys, this conference focuses on improving care and outcomes for people with Chronic Kidney Disease and implementing the Updated NICE Quality Standard released in July 2017. Dr Robert Lewis Specialist Committee Member Quality Standard for Chronic Kidney Disease NICE opens the conference with an extended session on implementing the National quality standard for chronic kidney disease including challenges for renal services. 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: or email

Follow the conference on twittter #CKD2018
Patient Experience Insight Summit

Thursday 22 February 2018
The Studio Conference Centre, Birmingham

The National Patient Experience Insight Summit 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 or email

Follow the conference on Twitter #PatientExp

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.)


Transforming Outpatient Services National Summit

Monday 26 February 2018
De Vere West One Conference Centre, London

Outpatient clinics can be demanding environments. This national summit aims to bring together leaders of outpatient services to focus on improvement and the delivery of outstanding outpatient care and experience.

For further information and to book your place visit or email

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.)


PEN National Awards 2017

Thursday 1st March 2018

The REP Birmingham

An incredible day showcasing and celebrating what is working well to improve the experience of care.  A day not to be missed.


NHS Complaints Summit 2018

Friday 9 March 2018
De Vere West One Conference Centre, London

This National Summit focuses on delivering a person-centred approach to complaints handling, investigation, resolution and learning. 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. 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 or email

Follow the conference on Twitter #NHSComplaints


The Point of Care Foundation’s upcoming conference: Making healthcare more human

Wednesday 28 March 2018 ,Wellcome Collection, London

In July we published a briefing entitled ‘Behind Closed Doors: Can we expect NHS staff to be the shock absorbers of a system under pressure?’, which highlights the extent of the pressure NHS staff are facing, and the consequences for patients, if more is not done to support staff.  Other recent surveys have revealed similar concerns among both the consultant workforce and junior doctors.

The CPD-accredited conference will provide an opportunity for delegates to learn from experts and to network with peers who share these concerns, in innovative and challenging sessions.  In line with our mission to ‘humanise healthcare’, delegates will learn:

•how to practice collaborative leadership between managers, staff, and patients;
•how to recognise drivers for staff engagement, how to improve staff experience, and how to enable staff to care for themselves and colleagues;
•how to understand what conditions enable staff to be at their best with patients.

The conference aims to encourage new learning and to challenge traditional ideas about the role of staff and patients.

The morning sessions will include a patient discussion panel followed by forum theatre performed by Performing Medicine, which will draw on themes from the patient panel to perform scenarios where staff can provide more human care.

The afternoon will provide the opportunity for a conversation between staff and patients, encouraging both to think about what difference it makes when relationships between them are strong, as well as what enables/prevents these relationships from building. This will be followed by a session in which clinical and non-clinical staff will make their voices heard about what conditions make them feel enabled and ‘at their best’.

Early bird tickets are now available and cost just £150 – you can book your place by visiting the event page:   


PEW Patient Experience Week

23-27 April 2018

More to follow!


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, on

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