December Newsletter

PENLetter December 2015
Welcome to the Patient Experience Network Newsletter
PENLetter December 2015
Issue 28
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Note from Ruth Evans

Please find enclosed our news digest for December.  As always in this PENLetter you will find news we think is of interest curated in one place for you.  If we have missed anything please do let us know! 

In this month’s digest, articles I have found particularly interesting include one which is using technology to solve an
 evergreen problem.  It explains that research shows patients don’t absorb much of the medical information they receive from their physician and are often wrong about what they do remember. Patients “immediately” forget 40% to 80% of what the doctor told them, according to a paper in the Royal Society of Medicine. So one hospital has begun making digital videos for patients when they are discharged and has launched a clinical trial of the program to test if it improves outcomes.

A second article from Paul Jebb describes Always Events which are aspects of the patient experience that are deemed so important to patients and family members that healthcare providers must aim to perform them consistently for every individual, every time. NHS England, IHI and the Picker Institute Europe have been working with provider organisations within England to test out the Always Events programme and have recently delivered phase II of the project. One of the organisations involved, Blackpool Teaching Hospitals NHS Foundation Trust, has been working with patients who have received inpatient stroke treatment and have developed an Always Event to ensure their discharge is safe. 

In case you have missed it we have added some of the resources we have prepared focussing on the maternity experience for parents with a learning disability – these can be found at

November we ran three events focussing on the experience of care for children and young people.  All of the slides and resources from these events are now available on our website. Please find them at: We welcomed circa 500 participants to join us and we know that over 500 people have also looked at one of the videos of our speakers, Yvonne Newbold – so if you have missed this please feel free to have a look and explore the resources available.  We will be sharing an updated report in the new year.

Enjoy the read and, as always, please feel free to forward this newsletter, and do let us know if you have any news to share. 

Finally, I wish you every happiness over the Christmas break and
a joyful 2016!


Our PEN Awards are now closed this year for entries.  We have been overwhelmed by the volume, range and calibre of entries this year, and want to thank all organisations who have taken part.

The entrants have given our panel of judges a wonderful challenge and we look forward to hearing more about their great work over the coming months. 

Entries are now with our judges and we expect to be announcing the shortlist just before Christmas. 

Important dates for your PENNA diary:

23rd December 2015 Shortlist announced
2nd March 2016 Awards conference – hold this date in your diaries!

If you would like to find out more about the awards and how to join our Awards and Best Practice Conference on 2nd March please contact Michelle or Jo on 03333 44 7060 or email them at
This Month's Case Study

See it My Way; transforming complaints and concerns at United Lincolnshire Hospitals NHS Trust


The ULHT 2013 Keogh Review concluded that our complaints process was ‘not fit for purpose’. This damning report resonated with both complainants and staff and a 
full service review was undertaken that led to the development of ‘See it My Way’.
  • The approach was transformational; with patients involved at the centre through the review, redesign, implementation and evaluation. It embodied the 6C’s; with courage through change being key.
  • Support and leadership came from the Trust Board and senior managers and where hesitancy was encountered drawing back to what our patients had told us kept us on track with our vision.
  • Powerful outcomes have been seen including an almost complete elimination of complainants returning dissatisfied, monthly increases in PALS enquiries, a corresponding fall in formal complaints and extremely positive feedback from complainants on evaluation.
  • The model and approach were shaped to be sustainable, building into the design and evaluation. Significant training was developed and the implementation of a patient peer review panel ensures patients continue to be involved and hold us to account.
  • Championed under the umbrella of patient experience to ensure governance, reporting and monitoring, the transformation has been significant. Implemented across three hospitals; careful planning and robust communication ensured wide dissemination.
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.
Patient Experience News

Danny Meyer explains how to put the hospitality in hospitals

How charities big and small can help the NHS

The patient experience: 3 ways to increase satisfaction

Local News

'Everyone likes to be thanked': How patient feedback is improving NHS care

Meeting patients’ individual needs using the Always Events Programme

Dragons' Den-style event reveals new treatments and technology for NHS

Overseas News

Brantford General Hospital’s visiting policy puts patients first  

Why patient engagement is being called “the blockbuster drug of the century”

What Patients Need to Remember After Leaving the Hospital  

Technology News

A showcase in providing a superior patient experience through Wi-Fi technology

Doctify: The healthcare review service looking to transform the patient experience in a digital age

Other News

Nurse work environment a key driver of performance: 4 findings

Pharma News

4 Ways to Fix the Ailing Patient Experience

Something Different

Shriners tests telemedicine program by connecting kids with Santa

Articles From Our Members

Three new resources to enable person-centred care  
The Health Foundation has launched three new resources to help practitioners and academics by informing approaches to implementing person-centred care.
A practical guide to self-management support: Key components for successful implementation
This new practical guide provides useful ideas for what practitioners and commissioners should consider when starting to support patients to self-manage their care. It explains what self-management support is, why it is important and how to ensure it is grounded in everyday practice.
Download or order your copy now:
Building the House of Care: How health economies in Leeds and Somerset are implementing a coordinated approach for people with long-term conditions
These case studies give a snapshot of how the House of Care is being used in two different health economies to transform and personalise the health and care of people with long-term conditions.
Download now:   
Person-centred care around the world tool
This useful directory tool highlights the leading international centres working on similar aspects of person-centred care to the Health Foundation. The tool can help to identify person-centred care research, measurement and implementation ‘hot spots’ in different settings globally, enabling collaboration. Access the tool now:   

Rapid Process Improvement Workshop
Case Study - Medicines Reconciliation


NHS England is offering five free* workshops for staff to create their own digital stories – short audio visual pieces – about working in healthcare.

Your story will be used to help other people understand the reality of working in healthcare so we may all learn from experiences, both good and bad; sharing our stories in this way helps contribute to healthcare that is safer, more dignified, more humane and more compassionate for everyone.


We are looking for stories about:

• critical incidents and never-events

• clinicians in distress (wounded healers)

• staff who are also carers

• leading change across boundaries

• compassion.


A Practical Guide to Improving Outpatient Services
Friday 22 January 2016
Hallam Conference Centre, London

Through expert sessions and practical case studies the conference will focus on improving outpatient services, ensuring patient records are available, monitoring and improving patient experience, demonstrating leadership, redesigning outpatient services, developing and implementing core standards and the developing role of virtual outpatient clinics. 
For further information and to book your place visit or email 
Follow the conference on Twitter #Outpatients
Communicating Risk in Health Information
Tuesday 26 Jan 2016

Risks and statistics are an essential part of patient information. What is a person’s risk of developing a particular condition in their lifetime, or of having a certain symptom? What is the chance of a treatment or procedure working? What is the risk of getting different side-effects? And can people change these risk factors?
However, many patients are unable to comprehend basic statistics, never mind navigate their way through the reams of data that may come with health information comparing treatment options. As information and support professionals, your job is to make sure you can guide patients through the minefield of data and figures to help them feel confident in making their own decisions.
Thisone day event will: look at the challenges many patients experience when trying to understand risk; hear from experts in the field of communicating risk; and share case studies from health information professionals who have addressed this in their work.
The event will close with a practical group session that allows delegates to discuss the key challenges they face and how they can apply the findings or recommendations from the presentations in their work.
Please get in touch now for more information or to secure your placeat: or email

Measuring, Understanding and Acting on Patient Experience Insight
Friday 29 January 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 studypresentations 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

Effective Consent Practice: Implementing the new duty to explain risks to patients
Tuesday 9 February 2016
Hallam Conference Centre, London

This conference focuses on effective consent practice following the Supreme Court judgement in March 2015 in the case of Montgomery v Lanarkshire Health Board.  The conference will include extended legal and practical updates on the new duty to explain risks to patients and what the supreme court judgement means for your practice and service, understanding decision-making within the consent process, individualising consent and communication of risk, capacity and consent and legal issues surrounding children, older people, vulnerable adults, pregnant women and people with mental illness or learning disability, consent in a nurse led service and consent and refusal of treatment.
For further information and to book your place visit or email
Follow the conference on Twitter #ConsentNHS 

PENNA 2015 Awards Conference
Wednesday 2nd March 2015
The REP, Birmingham

A day not to be missed where we showcase all the PENNA 2015 finalists and winners.  To find out more contact the team on 03333 44 7060 or email them at 
This awards conference is a unique blend of awards ceremony and best practice conference as all winners present their case study and all shortlisted organisations take part in a networking exhibition.

Presenting Evidence for Healthcare Professionals Training Course
Wednesday 16 March 2016
Hallam Conference Centre, London

Facilitated by Kate Hill, Solicitor, InPractice and RadcliffesLeBrasseur Solicitors. This course is suitable for all healthcare professionals; those who have been asked to be a witness of fact (for example, a treating clinician who has been asked to attend a Coroner’s Inquest to give evidence) as well as those undertaking expert witness work. 
For further information and to book your place visit
or email
Creating An Autism Friendly Hospital
Thursday 15th April 2016
Royal Manchester Children’s Hospital, Oxford Road, Manchester, M13 9WL

To book your place please email or call 0161 701 5504

The Power of Partnership: Working in collaboration to deliver high-quality health and care information and support: 2016 Annual Conference for People Working in Health and Care Information and Support,
Wednesday 25 May 2016
Royal College of Physicians, London

If you care about high-quality, accessible health and care information and support this is the conference you should be attending in 2016.  
Our 2016 conference theme is the ‘Power of Partnership’. Partnership working is about developing inclusive, mutually beneficial relationships across a range of sectors that improve the quality of health information and support, and the experience of care for patients and the public.
The interactive and participatory style of the conference will include:
•Case studies on targeted information for hard to reach groups, developing digital approaches for self-management, and much more, will allow you to learn from a range of projects that have involved partnership working.
•‘Question Time’ style Keynote Conversations with panelists from a range of sectors, across the UK, will enable you to take part in the discussions and contribute your views.
•Dedicated networking sessions will allow you to share your experiences, make connections and create, and discover, new partnerships to drive your work and projects forwards.
With the chance to submit an entry to our Best Poster Competition, and a range of sponsorship and exhibition opportunities available there is something for everyone.
Please get in touch now for more information or to secure your place at: or email


Copyright © 2015 Patient Experience Network, All rights reserved.

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