March Newsletter

PENLetter March 2016
Welcome to the Patient Experience Network Newsletter
PENLetter March 2016
Issue 31
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Note from Ruth Evans

Please find enclosed our news digest for March.  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.  Of course, the highlight for this month is our PEN National Awards 2015 where we invited all our finalists to join us and share their wonderful work.  All 14 category winners also had the chance to present their best practice, and we heard from Joan Saddler of the NHS Confederation and Jimmy Endicott, last year’s overall winner.

This month following feedback at our conference we have a separate section for Leadership News.  Moving forward we will be looking at ways to make this resource more accessible to all our readers – feedback and ideas welcome!  
Last call for any suggestions on how to improve our website.  Please let me know if you’d like to see some changes… now is a great time to let us know.  And, as always, please do let us know if there are any other areas we can develop.  

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

All the best


  PENNA 2015

What an amazing day!  With 65 posters, 14 winning presentations, 2 key notes and 1 overall winner we had a lot to celebrate!  To see the list of finalists, 
runners-up and winners please see our website:

Photographs from the day will also be loaded onto the website, but in the mean time can be found here:

We share all the best practice and you can access all the presentations on our website  We will also issue the full case studies in our book of best practice.  A summary of all the finalists' submissions is also available here: 

Dates for PENNA 2016 will be published soon.

A massive thank you to all involved for making this the best event yet.
This Month's Case Study

Common Room in Partnership with Great Ormond Street Hospital for Children
first: Children and Young People Centred Communication

Overall Winner – PENNA 2015


Me first is the first healthcare communication model designed specifically for and with children and young people – it has the potential to make a significant difference to children and young people’s experience and health outcomes.  Children and young people’s involvement in designing, developing, and delivering all aspects of Me first has been the single most important driver for the success of the project.


PEN News

Ruth Evans at PEN

2,371 tweets
following 327 people
Latest Tweets

PEN National Awards

1,659 tweets
following 1,026 people
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

Patient Experience's Future Lies Outside the Hospital

The Hidden 'Curse' That Undermines Customer Service And The Customer Experience

Putting patients, excellence and experience at the heart of care

Patient Experience is Not about Patient Happiness


Local News

Royal College of Art students collaborate with London hospice to 're-style' the experience of death

Award-winning hospital team

Could music projects cut the cost of dementia care?


Overseas News

Physician empathy a key driver of patient satisfaction

Doctor's empathy boosts patient satisfaction

Leadership News

8 hospital, health system CXOs to know

Talent Development’s Role in Upgrading the Patient Experience

Other News


3 Ways Technology Can Help Treat Patients as Consumers

Pharma News

Pharmacy Stirs Up Coffee Shop for Personal Patient Experience

Something Different

Laughter as Medicine: A Mirror Designed to Help Cancer Patients


Articles From Our Members

In the Useful Resources Section you will find a copy of Picker’s policy briefing “Person-centred care in Europe: a cross-country comparison of health system performance, strategies and structures"
The document provides an overview of the different approaches taken to providing quality healthcare across Europe. Looking specifically at the person-centred care interpretations and strategies taken in England, Italy, Spain, Germany and the Netherlands. With the aim of advancing understanding of the ways in which different national services:
  • Have chosen to focus on the needs of their users.
  • Have adapted to address financial pressures and efficiency challenges.
Highlighting the briefing’s core value, Giuseppe Paparella, Policy Officer at the Picker Institute said “Despite the international prominence of the concept of person-centred care, the practice and policy of different nations is not always well publicised, and there have been few attempts to compare and contrast the way in which the principles of person-centred care are being adopted and advanced in different jurisdictions. In recent years, it has taken on heightened prominence, with many health services and providers explicitly aspiring to provide person-centred care.”
Key highlights include:
Quality and efficiency levels

  • In England, recent inquiries on the failings at Mid Staffordshire NHS Foundation Trust and the Freedom to Speak Up review have led to a heightened emphasis on delivering high-quality, safe and compassionate care – but this emphasis is tested by limited resources and significant pressures to make efficiency savings. Faster growth in staff numbers may outpace growth in the numbers of patients treated or improvements in the quality of their care. If so, there will be a slowdown in productivity growth. By international standards, access to care is excellent, but - according to the latest OECD’s Health at a Glance report - the quality of care is still uneven and continues to lag behind that in many other OECD countries.
  • The German health care system is recognised worldwide as providing good quality care, short waiting lists and attentive service. A key component of this is the significant amount of money spent on health care, (over 11% of their GDP, which is expected to increase further in the future). This means that Germany’s health care system is expensive, however it remains pretty efficient given the money invested. Greater efforts are needed to improve continuity of care for people living with one or more chronic diseases.
  • Although levels of health spending below other high-income OECD countries, in Italy access to care is automatic and universal for each citizen, and indicators of quality of care for both primary care and hospital care are above the average in many areas. However, Italy is lagging behind in some areas, like long-term care and prevention of non-communicable diseases. The Italian health care system has been recently considered the third most efficient globally, as judged by Bloomberg Rankings.
  • In the Netherlands, the introduction of universal private insurance is said to have created a culture of practice innovation. This has resulted in more focus on prevention and delivery of more care for chronic conditions through primary care. As for quality indicators, the Netherlands spends more money on short-term admissions for mental and behavioural disorders than other OECD members. Almost one-quarter (23%) of total expenditure at Dutch hospitals including mental health (GGZ) institutions is on account of mental health care services.
  • In Spain, significant measures have been adopted nationally in the past few years in order to achieve better efficiency: salary reduction of 7.1%; slight increase in working hours for GPs and nurses in primary care; reduction in pharmaceutical expenditure; reduction of the national health budget by 13.7% in 2012 and 22.6% in 2013. As a result, when it comes to quality care, there is evidence of gaps in the continuity of care for the growing number of people living with one or more chronic diseases.
Cost-effectiveness of person-centred care: the value-based approach
Comparison of developments in each of the five countries shows that the adoption of value-based models to healthcare has taken different shapes across Europe. At the core of value-based healthcare is maximizing value for patients: that is, achieving the best outcomes at the lowest cost. It is interesting therefore to see how different health systems are pursuing their own value agenda:
  • England and Germany have been at the forefront in introducing many aspects of value based healthcare, including cost benefit assessment of health technology and evidence-based protocols for individual disease.
  • The Netherlands have also been early adopters, with the latter benefitting from its position as a smaller country - in this group of five - with a collegial community of healthcare providers.
  • By contrast, in other large European economies such as Italy and Spain, implementation of value-based healthcare has been more fragmented, with individual institutions often taking the initiative.
Implications for future practice
Looking to the future, there is a general suggestion that person-centred care provision and cost-effectiveness will become the fundamental elements of effective 
healthcare system management.
Many barriers to the full implementation of person-centred care remain, including financial, physical, education and emotional support for individual patients. Likewise, patients’ involvement needs to be factored into any policy agenda that affects patients’ lives, not just restricted to healthcare but to include social and economic policies and regulatory policies. If core interpersonal values and patients’ needs for better involvement, more effective communication and better coordination of care are built into each healthcare system, it will support the overall health and wellbeing of the population, in turn resulting in social, health and economic gains for all.
If you have any questions or would like any further information please contact

News from Leicestershire Partnership Trust by Shinal Pancholi

Patient as Paper by Emma Barnard



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

Measuring, Understanding and Acting on Patient Reported Experience Measures (PREMS)
Wednesday 11 May 2016
ICO Conference Centre, London

This conference will focus on measuring, understanding and acting on Patient Reported Experience Measures, 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 change practice as a result of the feedback you receive. There will be an extended session providing a step by step guide to PREMs, the measures that are currently available and how you can customize them to suit your services, and learn from them to improve care for patients. Sessions will also focus on improving PREMs collection, demonstrating insight and responsiveness to PREMs, the relationship between PREMs, PROMs and PCOMs, measuring quality through PREMs as part of clinical audit, reaching lesser heard groups, and making the right choices in terms of where to focus your patient experience efforts. NB A 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#PREMs

Complaints Handling, Investigating, Resolving and Learning
Friday 13 May 2016
Hallam 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.  NB A 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 this event on Twitter #NHSComplaints

Reducing Inpatient Falls & Harm from Inpatient Falls
Wednesday 18 May 2016
Colmore Gate Conference Centre, Birmingham

This conference focuses on reducing inpatient falls, implementing the recommendations from the 2015 National Audit of Inpatient Falls.  Through national updates and practical case studies focusing on the individual recommendations from the national audit the conference will provide a step by step guide to implementing the multiple interventions that have been proven to reduce falls in your service. 
For further information and to book your place visit or email
Follow the conference on twitter #FallsNHS

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


A Practical Guide to applying and monitoring adherence to The Duty of Candour
Wednesday 15 June 2016
Hallam Conference Centre, London

The statutory duty of candour was introduced for NHS bodies in England (trusts, foundation trusts and special health authorities) from 27 November 2014, and to all other care providers registered with CQC
from 1 April 2015. This conference focuses on applying and monitoring adherence to the statutory and professional duty of candour in practice, and ensuring the duty is not seen as an add-on but as an integral aspect of a culture of candour across the organisation.
For further information and to book your place visit  or email
Follow the conference on Twitter #DutyofCandour 
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.)

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 or email
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 or email
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 or email
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, 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


Library & Knowledge Services staff are vital to healthcare and underpin
Location: The Scarborough Spa, Scarborough
Thursday 15th & Friday 16th September 2016

CILIP Health Libraries Group Conference 2016 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 - book before 29th April for 20% early bird discount.
Twitter: #HLG2016

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