January 2018 Newsletter

Welcome to the Patient Experience Network Newsletter
PENLetter January 2018
Issue 51
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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 first newsletter of 2018. 

Just before Christmas we announced our shortlist for this year’s National Patient Experience Awards.  If you missed it you can see it here: http://patientexperiencenetwork.org/

We have some superb submissions this year and we are looking forward to a wonderful day in Birmingham on 1st March.

If you have not been it is an amazing day hearing about the great work across the country to improve the experience of care.

In this month’s edition, we have several articles focusing on children and young people including a new app from Alder Hey and the work another hospital is doing the put their young people in control, and there is also a focus in pharma on putting the patient at the center of patient-centric support programs.

We wish you all the best for 2018 and that you enjoy the read!


There are just 6 weeks to go before we announce this year’s winners of PENNA17.

This is a day of celebration and best practice not to be missed.  The awards conference and ceremony is on 1st March 2018 in Birmingham – we’d love to see you there.  To book your place please contact events@patientexperiencenetwork.org

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
FAB – Frailty Assessment Base – The Ipswich Hospital NHS Trust
The service – FAB – Frailty Assessment Base – brings together the whole system to address the frailty needs of older people in once place by a multi-disciplinary team; reducing admissions, increasing confidence, enabling patients to go home. FAB has proved to be successful in its ambitions to make an impact on individuals and the system.
Based on evaluation of evidence, best practice; involving key stakeholders and led by senior clinicians, specialists in their fields, FAB enables the pooling of expertise within a clear framework and objectives to improve the patients experience, reduce admissions and increase the system’s ability to manage frailty.
FAB was piloted and has been so successful it is now (12 months later) being relocated to a specially designed and refurbished area with increased capacity. Recognised at the HSJ Awards, the project has communicated its ethos and success widely which provides evidence and ideas for others to use.
The positive outcomes for patients and across the system has demonstrated its sustainability which will now continue to grow.


PEN News

Ruth Evans at PEN

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Latest Tweets

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
Leadership Lesson: It Comes From The Heart
Research: Taking care of nurses improves patient experience
Patient Experience News
The Top 5 Trends In Customer Experience For Healthcare
Assessing the Generational Differences in Patient Engagement
Local News
Innovative new jacket helps parents bond with baby
Hospital app helps children through learning and play
Overseas News
University of Iowa Children’s Hospital puts patient experience first
Other News
MedStar Health tests new, more modest hospital gowns
Pharma/ Clinical trail News
Putting the Patient at the Center of Patient-Centric Support Programs
Real patient voices
Articles from our members
How to write a great questionnaire

If you’re keen to know people’s views on something, it sounds easy enough to put together a quick questionnaire+ but there are lots of pitfalls to avoid.  NHS England have just published a guide to writing an effective questionnaire which explains how to structure your questionnaire, how to ask questions in a way that will avoid confusion, how to improve the accuracy of your conclusions and how to avoid bias.


It’s part of a growing set of six bite-size guides to insight.  Others in the series give advice on topics like how to help people with a learning disability to give feedback, how to build insight through qualitative feedback and how and when to commission new insight rather than using existing sources of information.

You can download the guides, including the new one, on the NHS England website.

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

http://www.healthcareconferencesuk.co.uk/patient-experience-and-experiences-of-care or email kate@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.)


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

http://www.healthcareconferencesuk.co.uk/improving-outpatient-services or email kate@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.)


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

http://www.healthcareconferencesuk.co.uk/nhscomplaints-handing-investigation-training or email kate@hc-uk.org.uk

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: https://goo.gl/dNxSwi


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 contact@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.)

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