June Newsletter 2016

Welcome to the Patient Experience Network Newsletter
PENLetter June 2016
Issue 34
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Note from Ruth Evans

Please find enclosed our news digest for June. In this newsletter we collect all the patient experience news we have seen over the last month and put it into one place for you to access. Please do let us know if we have missed anything.

In this
edition, we feature a case study from Medway Community Healthcare, demonstrating the changes they made to turn things around and make big improvements to staff satisfaction and patient experience.

It has been another month full of great patient experience news and particularly around the experience for children and young people. Leaders feature again this month, in an article asking for leadership with compassion.

In the section Patient Experience News, we have found three great articles: one is debunking the myths around surveying patient experience, one looking at the psychology of engagement and then six steps to improve the experience.

Children’s services, A&E and discharge all feature in the Local News section with the good work at Burton and Northumbria being covered. This section also reminds us of the importance of the back office staff.

In the Overseas News
section, we feature news from Porsche in Germany and Hasso Plattner Institute of Design at Stanford. These provide interesting ideas to bring into healthcare to improve the experience.

A medical internet of things, AI and millennials are covered in articles in our Technology News section – fascinating insights into where technology may take us.

The principle of improving the end of a customer experience to disproportionately increase customer satisfaction is covered under Other News.

Don’t forget to look at the Useful Resources where you will find we have captured some of the resources shared via Twitter over the last few weeks.

I hope you enjoy the read and as always please feel free to forward this newsletter. Do let us know if you have any news to share for next month.

All the best


PENNA2016 will be open for entries on 1st July 2016.

On 28th November 2016 at 17:00 we will close for entries.
In the period 9th December - 19th December 2016 we will be inviting our judges to review submissions and issuing our shortlist on 23rd December 2016.

21st March 2017 is the date for our AWARDS Conference and Ceremony at the REP in Birmingham – please put this date in your diary!

This Month's Case Study

Medway Community Healthcare - Turning it Around When it Goes Wrong

MSK - From Challenged to Great!

General Summary

Medway Community Healthcare is a £57 million business with 1,250 staff providing a wide range of health and social care in local settings such as clinics, inpatient units and people's homes. In 2011 Medway Community Healthcare (MCH) became a social enterprise Community Interest Company (CIC), providing community NHS services to the people of Medway. They were formed from the services directly provided by the then PCT and have a strong history of partnership working with local GPs, the acute and mental health trusts, as well as local authorities, the voluntary sector and other local stakeholders. MCH is an employee owned organisation with all staff having the opportunity to become shareholders.

Becoming a social enterprise was a significant opportunity for MCH, and for the local community. As an organisation that provides a range of high quality services across Kent and Medway, their vision is to continue to deliver high quality services whilst delivering excellent clinical outcomes for patients and maintaining our financial sustainability.

As a social enterprise, MCH believes it is vital that they have a shared understanding of the values needed to underpin everything they do. To help achieve this, in consultation with staff and stakeholders, they have developed organisational values which encompass being caring and compassionate, delivering quality and value, and working in partnership. Their values have been agreed by the board and form the basis for ensuring that everyone in the organisation adopts and works to the same shared behaviours.


PEN News
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

Compassion – not bullying – is the path to improving NHS care

Patient Experience News

Debunking Myths About Patient Experience Surveys

Take These Six Steps to Improve the Patient Experience

The Science and Psychology behind Patient Engagement

Local News

Back-office staff have a role to play in improving NHS care too

Children and Young People's Surgery and Anaesthesia

Double praise for Burton Hospitals

North East A&E patients get
best care in the country, survey finds

Overseas News

Hospital stays: Patients would pay more for better quality

Learning how to use design thinking to improve the patient experience

Technology News

Improving the Patient Experience via a Medical Internet of Things

5 Ways AI is Changing Healthcare

Healthcare Becomes Geared Toward Millennials

Other News

What can we learn about customer experience from a colonoscopy?

Something Different

Robot receptionists introduced at hospitals in Belgium

Articles From Our Members

The Care Quality Commission (CQC) has today started consulting on proposed changes to the NHS Patient Survey Programme.

The survey programme is used to collect feedback on the experiences of people using a range of NHS healthcare services. The current programme includes surveys of adult inpatients, community mental health service users, people using maternity services, outpatients, children and young people’s inpatient services and accident and emergency patients.

The survey results contribute to our assessment of NHS performance as well as registration, ongoing monitoring and inspections and is the only source of information that provides robust, comparable data about people’s experiences of care across England.

Our aim in consulting on changes is to ensure that the programme has maximum impact and value and that it remains relevant and useful for those using the survey results across the health and social care system.

Members of the public, organisations affected and other stakeholders are invited to take part in the consultation online, which will run from 26 May to 21 July 2016.

The feedback from the consultation will be used to inform the new structure and content of the NHS Patient Survey Programme, which will be announced in Autumn 2016.

NEWS: ‘Engageometer’ to rate NHS public involvement in services

Organisations’ involvement of public in strategy and service design to be benchmarked

NHS commissioning and provider organisations are to be rated on their success at involving local patients and communities as part of a bold initiative dubbed the “Engageometer.”

The move by NHS and
wider public and third sector membership engagement experts MES is designed to help organisations to rate performance and share best practice on membership engagement – now a key metric for organisations across the NHS. The ultimate aim is to help the NHS be the best they can be at involving the public in the design and delivery of health services.

The ‘Engageometer’ could prove particularly useful to emerging models of care as they seek to recruit members and involve the public in the design and delivery of local health services. It will give them access to expertise gained by more experienced organisations such as Foundation Trusts, who have been working with lay members for several years.

The initiative centres on a voluntary survey, which can be undertaken by membership managers or other senior management. It seeks to rate:

  • Local peoples' impact on organisational policy and strategy
  • Members’ engagement with organisations’ communications
  • Organisations’ effectiveness at attracting local people to events
  • How effective organisations are at empowering local patients and communities

Results will be shared individually with organisations, and anonymised data will be collated to produce an overview that will reveal pockets of excellence and areas where best practice sharing could be beneficial.

Nick Goodman said: “Simon Stevens made it clear in The Five Year Forward View that modern health services will succeed or fail on their ability to deliver improved health outcomes, which can’t be achieved without genuine buy-in from patients and local communities. So we’re calling on NHS organisations to join the Engageometer project to help benchmark this crucial area and ensure all health economies have access to the best engagement knowledge and toolkits.”

The Engagometer survey is now live and can be accessed at www.membra.co.uk/engageometer. Results will be shared at MES conference, Challenge 2020, Advancing Health and Engagement, on 6th July in London.

The Point of Care Foundation has recently launched a new campaign ‘Commend a Caregiver’, offering the opportunity for anyone to acknowledge a caregiver who has shown exceptional compassion, by making a donation to the Foundation.

You can nominate
anyone whether a doctor, nurse, receptionist, porter, chaplain, or even an entire team or department.

Chief Executive Jocelyn Cornwell said:

“No matter the illness or treatment, all of us experience vulnerability and anxiety when we are patients. Often, the smallest act of kindness makes the biggest difference to how we feel about our care.

Whether you are grateful for a lifesaving procedure, or simple words of comfort, we would like you to help us by nominating those dedicated carers who support patients and families day in, day out.”

In exchange for a donation of £20 or more to the Foundation, commended caregivers will receive a letter and certificate on behalf of the individual who nominated them. The caregiver’s name, role and organisation will also be added to our Commended Caregivers Board.

If you would like to share your story or know someone who would, we’d love to hear from you. Please contact aishababb@pointofcarefoundation.org.uk

To commend a caregiver, please visit our fundraising section.


Reducing Medication Errors in Hospitals National Summit 2016
Wednesday 22 June 2016
Hallam Conference Centre, London

This Summit aims to bring together clinicians, managers and medication safety officers to understand current issues and the national context, and to debate and discuss key issues and areas they are facing in improving medication safety and reducing medication errors.
For further information and to book your place visit
http://www.healthcareconferencesuk.co.uk/reducing-medication-errors or email hanisha@hc-uk.org.uk
Follow the conference on Twitter #MedicationErrors
A 20% discount* is available to PEN members by quoting ref: hcuk20pen when booking.(*Cannot be used in conjunction with any other offer. Full T&Cs available upon request.)

Tuesday 5 July 2016
Hallam Conference Centre, London

Effective Consent Practice: Implementing the new duty to explain risks to patients
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 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 will 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
http://www.healthcareconferencesuk.co.uk/effective-consent-practice or email hanisha@hc-uk.org.uk
Follow the conference on Twitter #ConsentNHS
A 20% discount* is available to PEN members by quoting ref: hcuk20pen when booking.(*Cannot be used in conjunction with any other offer. Full T&Cs available upon request.)

Measuring, Understanding and Acting on Patient Experience Insight

Tuesday 5 July 2016
Manchester Conference Centre, Manchester

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 or email hanisha@hc-uk.org.uk
Follow the conference on Twitter #PatientExp
A 20% discount* is available to PEN members by quoting ref: hcuk20pen when booking.(*Cannot be used in conjunction with any other offer. Full T&Cs available upon request.)

Challenge 2020
Wednesday July 6th 2016
30 Euston Square, London

Membership Engagement Services (MES) will host a special one-day conference dedicated to engagement in health, and also to mark ten years of their support to the health sector. 'Challenge 2020: Advancing Health Engagement & Involvement' will bring together thought leaders and experts from across the NHS and beyond to discuss the next steps in health engagement, governance and patient experience.
Further information, including details of the programme and speakers, can be found at the event microsite, www.membra.co.uk/challenge2020. Here you will also be able to book tickets. Please note single tickets are available at an 'Early bird' discounted rate until March 1st. MES are also offering group tickets which allow three people entry to the conference at a much cheaper rate than the standard single price. For any questions or queries please refer to FAQs or email events@membra.co.uk.

5th to 6th July 2016
Manchester Central, Manchester

Run by the Health Service Journal and Nursing Times, these publications provide an opportunity to bring together practitioners and policy makers, joining the audiences of the Congress with the Patient Safety Awards. The Patient Safety Congress and Awards mark the marriage of the leading events that will both celebrate and spread best practice in safety internationally. Contact the Patient Safety Congress & Awards team:
+44 (0)20 3033 2019 |

CLIP Health Libraries Group Conference 2016
Thursday 15th & Friday 16th September 2016
Location: The Scarborough Spa, Scarborough

Library & Knowledge Services staff are vital to healthcare and underpin clinical and management decision making. Attending the CILIP Health Libraries Group Conference will give you the extra skills you need at your fingertips in just two information-packed days.

Find out how you can get involved and deliver Knowledge for Healthcare within your organisation (Keynote speaker confirmed: Louise Goswami, National Programme Lead for H4K.)

Uncover the latest technologies and innovations available to help you do your job more smartly.

Form career-long relationships and connect with other like-minded professionals from across the health service, the academic sector, the independent sector, government departments, professional associations, charities and public libraries.

The biennial CILIP HLG Conference has become the place that 350+ health librarians from across the UK convene to exchange ideas, discover the latest innovations and make long-lasting professional connections.

To find out more, submit a session proposal, discover the exhibition opportunities, or simply to register, just visit www.cilip.org.uk/hlg - book before 29th April for 20% early bird discount.
Twitter: #HLG2016

Effective Discharge Planning and Practice
Wednesday 19 October 2016
Hallam Conference Centre, London

Following the May 2016 Ombudsman Report of investigations into unsafe discharge from hospital, and the 1st December 2015 NICE national guideline on the Transition between inpatient hospital settings and community or care home settings for adults with social care needs, this conference focuses on improving discharge planning and practice and meeting the new recommendations in practice.

The new guideline calls for continuity of care for people being transferred from hospital. Hospitals should ensure that any pressure to make beds available does not result in unplanned and uncoordinated discharges. In addition, hospital and community teams should work together to tackle factors that could prevent a safe and timely transfer of care from hospital.

For further information and to book your place visit
http://www.healthcareconferencesuk.co.uk/effective-discharge-planning or email hanisha@hc-uk.org.uk
Follow this event on Twitter #DischargeNHS

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