February 2017

Welcome to the Patient Experience Network Newsletter
PENLetter February 2017
Issue 41
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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 February edition of our PENLetter!  In this newsletter we collate the best of the Patient Experience news and this is a bumper month.

Don’t miss the new Experience of Care week 20th – 24th March which features our Patient Experience Awards conference and ceremony….amongst other great activities.

In this edition we cover several articles revisiting why patient experience is important and the critical role of leadership here to signal what is important and why.
We also feature some fabulous local initiatives including the work Kissing it Better is doing at Ipswich and how patients have become more involved at Aintree and Stafford.Of course technology continues to have a high profile together with the changing expectations of the population and specifically the millennials and young people.

Enjoy the read.

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.
PENNA2016:Don’t forget, 21st March 2017!  This is the date for our AWARDS Conference and ceremony at the REP in Birmingham – please do join us.  We share over 60 examples of great practice and you have the opportunity to hear from some of the winners on the day.

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

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

This Month’s Case Study
NHS Blood and Transplant and The Royal Liverpool and Broadgreen University Hospitals NHS Trust (RLBUHT)

A Team Approach to Streamlining Therapeutic Apheresis Services in the North West
Summary

This initiative is the first of its kind to develop a collaborative regional approach to develop referral pathways for patients requiring timely access to life-saving treatment with therapeutic apheresis. The project was ambitious; we wanted to find a solution to service delivery problems across North West England. This collaboration responds to the NHS strategy whereby specialised services should be consolidated and are best delivered by centres of excellence. Strong leadership was required to change traditional service patterns which were failing patients and persuade clinicians to refer to a single service delivering the highest quality care. Within RLBUHT, leadership following a high-level incident led to a successful business case for the development of a regional centre of expertise. The service redesign engaged with patients from the start. Patient outcomes have improved dramatically with 100% survival and high levels of satisfaction. The service is now the provider of choice for rare conditions requiring apheresis’ supported by the development of a regional online roadmap which simplifies the referral process with a single point of access- The joined up working between the teams has strengthened the equity of access for patients in the Northwest under an umbrella of improved clinical governance. Our approach to the development of high quality service provision will be shared with others by developing a national service specification and working with commissioners; a similar project is now commencing in Yorkshire and The Humber and we hope that other regions will follow suit following our success.

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
Cleveland Clinic Chief Experience Officer: To crack patient engagement, physician experience is key
Guest Commentary: Healthcare’s Triple Aim misses the mark; hit a bull’s-eye by caring more for your caregivers
Healthcare Companies Should Design Patient Experiences Like Customer Experiences
Patient Experience isn’t a “Good Thing to Do:” It’s Everything
Patient Experience News
The ‘art’ that is medicine
Enhance the Patient Experience
Debunking 3 myths about the patient experience
Local News
Patient power praised as Hospital’s visiting hours are changed
Learning from Patient Experience
Project for patients to ask about their conditions in Stafford is hailed a national
Kissing it Better charity programme brings sunshine to patients at Ipswich Hospital
Overseas News
Can Technology Really Solve China’s Healthcare Crisis?
Technology News
Transforming the patient experience
Hospitals forging patient experience of the future with voice AI technologies
Other News
Millennials driving transformation in health delivery experience
5 insights for designing a human-centeredpediatric experience
Pharma News
7 questions can mean difference between success failure for a patient app
Articles from our Members
An encouraging update from the Chair of the NHS England Maternity Transformation Programme
As part of Experiences of Care Week, NHS Improvement is holding a National Patient Experience Improvement Conference on March 22nd 2017 in Birmingham.
They have designed this learning event with and for trust heads of patient experience. It will focus on ’patient-powered improvement’ specifically looking at approaches to:•harnessing patient feedback to drive improvement in services and the quality of care
•delivering improvement through patient /staff partnerships

There will be contributions from Ellen Armistead – CQC Deputy Chief Inspector, Hospitals, Dr Navina Evans – CEO of East London NHS Foundation Trust, together with a range of staff from trusts giving practical examples of the work they have done and are doing to integrate patient experience into the DNA of their organisations. (please see draft programme enclosed for more information)

Places are limited to one place per organisation.

If places are left unfilled they  will be then offered more widely, so please make sure you book early to guarantee a place.

Click here to book your place.
Click Here to access the document Making the inaccessible, accessible

News from PENNA2015 Winner; Me First.
Me first is an education and training resource that is designed to help healthcare professionals to develop their knowledge, skills and confidence in communicating with children and young people. It does this by encouraging a child-centric mentality in staff, and by providing tools and advice to support this.Description of the Programme

Me first has been designed to improve communication between children, young people and healthcare professionals through four primary components –

Ø  The Me first communication model, provides a practical framework to support children and young people centred conversations in healthcare. We believe this is the first healthcare communication model of its kind, designed for and with children and young people.

Ø  A suite of practical advice and tips for how to communicate with specific ages of children and young people as well as children and young people with communication impairments or learning disabilities.

Ø  The Me first masterclasses, which are co-delivered with young people, support healthcare professionals to apply the Me first communication model to their practice.  The training builds on attendee’s existing skills and expertise, and utilises quality improvement techniques to enable healthcare staff to embed learning in their clinical practice.

Ø  The Me first website (mefirst.org.uk) contains an interactive communication model to enable healthcare professionals to build their own conversations and apply the model to their practice; a resource hub, which enables users to share tools, projects, and ideas from throughout the UK; and practical advice and tips from children, young people, and healthcare professionals about how to put the model into practice.

Great Ormond Street Hospital and Common Room Consulting have developed Me first in partnership with healthcare professionals and children and young people.

Rationale for Me first

The Health Education England mandate (HEE, 2016) is clear that improved training in communicating and involving children and young people in decisions about their care has a significant part to play in improving their health.  The most significant enabler of shared decision making with children and young people is an ability to engage meaningfully with them, to explore their understanding and needs. The Care Quality Commission national child and young person inpatient survey results showed that 43% of children and young people said they were not fully involved in decisions about their care.  While the Chief Medical Officer’s report (DH, 2013) highlighted the need for improved communication with children and young people. It outlined the need for listening to children and young people, providing accessible information using an appropriate level of language and engaging and treating children and young people with respect.

Me first has been designed to meet the need for developing the workforce so that they are able to provide child and young person-centred services.

Training

There are various training options available including

Ø  open-access one-day masterclasses,

Ø  bespoke in-house training for teams,

Ø  group bookings for CCGs or LETBs.

The masterclass builds on participants’ existing skills and is aimed at all healthcare professionals including: Practice nurses, GPs, A&E staff, Staff nurses, Doctors, Dentists, and Allied Health professionals such as Physiotherapists, SALTs, OTs, Dieticians and Radiographers, and patient facing healthcare scientists such as Audiologists, Physiologists and Ophthalmologists.

The bespoke in-house training is tailored to the team’s specific needs.  This allows the team to focus on particular issues, key areas of communication and specialty-related challenges. With team training, there is also an option for a half day follow up to help embed changes in practice.

Please email us at info@mefirst.org.uk if you are interested in our training

Events
Conference: Learning from Serious Incidents: Implementing the CQC RecommendationsThursday 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

 

Measuring & Monitoring Patient Safety: Patient Safety Surveillance in Real Time

Friday 10 March 2017
De Vere West One Conference Centre, London
This conference focuses on measuring and monitoring patient safety in your service, including real time surveillance of patient safety concerns. Through national updates and practical case studies the conference will support you to develop the systems, metrics and culture to monitor and improve patient safety.  The conference will have an extended focus on the patient role in monitoring safety, developing systems to capturing, and learning from Patient Reported Safety Concerns, and the use of patients in real time surveillance of patient safety issues. The afternoon will focus on real time patient safety monitoring around key safety domains such as falls, mortality, staffing and medication safety.

For further information and to book your place visit

http://www.healthcareconferencesuk.co.uk/measuring-and-monitoring-patient-safety-surveillance-in-real-time or email  kate@hc-uk.org.uk

Follow the conference on Twitter #patientsafetymonitoring

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.)

*****NEW**** Experience of Care week 20th – 24th March
20th- 24th March 2017  supported by NHS England and NHS ImprovementWe would love you to join our week of activity celebrating the amazing things that are happening across to the country to improve patient/family/carers and staff experiences. This week gives you a great reason to celebrate your work at a local level as well as sharing it nationally and internationally too. It’ll also be a great way to pick up ideas, inspiration and contacts for future work on experience of care too. To find out more: http://www.wecommunities.org/blogs/2266

 

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

 

National Patient Experience Improvement Conference

Wednesday March 22nd 2017,
Birmingham

As part of Experiences of Care Week, NHS Improvement Is holding a National Patient Experience Improvement Conference on March 22nd 2017 in Birmingham

We have designed this learning event with and for trust heads of patient experience. It will focus on ’patient-powered improvement’ specifically looking at approaches to:

•harnessing patient feedback to drive improvement in services and the quality of care
•delivering improvement through patient /staff partnerships

We are targeting this event at heads of patient experience in provider organisations, and as places are limited we are offering one place per organisation.

If places are left unfilled they  will be then offered more widely, so please make sure you book early to guarantee a place.

Click here to book your place.
Measuring, Understanding and Acting on Patient Experience Insight

Friday 24 March 2017
De Vere West One 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-care s or email hanisha@hc-uk.org.uk

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.)
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.)
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
Challenge 2020: Embedding Engagement in Health

Tuesday 16th May
London

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.

Useful Resources

Patient and Public Participation:Four new patient and public participation frameworks have now been published on the NHS England website.

They have been developed together with commissioning teams and partners, including patients and the public, and build on the existing NHS England patient and public participation policy and statement of arrangements. They provide practical guidance on the best ways to involve patients and the public in different services and include good practice examples and links to resources for commissioners to use.Links to all of the new frameworks can be found below:

Health and justice https://www.england.nhs.uk/wp-content/uploads/2017/01/hlth-justice-frmwrk.pdf

Public Health https://www.england.nhs.uk/wp-content/uploads/2017/01/ph-participation-frmwrk.pdf

Armed forces https://www.england.nhs.uk/wp-content/uploads/2017/01/armed-forces-participation-frmwrk.pdf

Specialised commissioning https://www.england.nhs.uk/wp-content/uploads/2017/01/specialised-participation-frmwrk.pdf

The participation framework for primary care was published last year.

The UK currently spends over £140bn a year on public provision of health and over £20bn on social care.
But how does that break down and how has spending changed over time?Health and social care funding explained, the new online resource from the Health Foundation, illustrates some of the key past, present and future trends in funding and activity across the UK and in England. It answers questions including:

•How has spending on health changed over different parliaments?
•How does the UK’s spending on health compare to other European countries?
•How do health and social care spending differ between the four countries in the UK?​

A slidepack is also available to download, should you wish to use the charts to illustrate your work.

Visit http://www.health.org.uk/health-and-social-care-funding-explained

In case you missed it
Experience Matters from NHS Improvement
Strengthen Your Influence and Legacy through Stories
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