May Newsletter

PENLetter May 2016
Welcome to the Patient Experience Network Newsletter
PENLetter May 2016
Issue 33
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Note from Ruth Evans

Please find enclosed our news digest for May. 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 the winner of our Outstanding Contribution Award, 2015,  Jill Fraser of Kissing it Better. Here you will gain a deeper understanding of why she was recognised for her work to improve the patient experience. 

With Patient Experience week and International Nurse Day this last month, Patient Experience has featured regularly in the news. Of particular note are two interesting articles for our leaders: a plea to be more emotionally intelligent and one 
focussing on the emerging CXO role.

In the section Patient Experience News, this month there are several articles which build on the emotionally intelligent theme of our leaders, looking at the power of communication and kindness.

Children’s services, transition and physiotherapy all feature in the Local News section. Other interesting articles include more information about wait times, a new idea for prenatal experience and why we should take care of carers. So many great insights to share this month.   

As always there are several interesting events to go to – last month I was delighted to have the opportunity to hear Tommy Whitelaw @tommyNtour and Annie Laverty @annielaverty speak at the PREMs conference – just two of the fantastic speakers. We have invited Tommy to write an article for our newsletter and hope to share this soon. 

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



A date for your diary: PENNA2016 is to be held on 21st March 2017.
This will be held in Birmingham at the REP. 

Further information to follow!

Statistics release announcement
Overall Patient Experience Score: 2015 Inpatient Survey update

NHS England
Part of:
National Health Service
Release date:
8 June 2016 9:30am (provisional)
Consolidates results from surveys in the National Patient Survey Programme to give overall experience scores (out of 100) for the NHS against 5 broad headings. The Department of Health was previously responsible for the publication of Patient Experience Overall Measure.

Statistics release announcement
National Cancer Patient Experience Survey 2015 - National Data

NHS England
Part of:
National Health Service
Release date:
7 June 2016 9:30am (provisional)
NHS England publishes the Cancer Patient Experience Survey (CPES). The development of the survey, the underlying methodology, and implementation of the programme, has been undertaken by Quality Health, and the questionnaire and methodology have been used in many other countries such as Australia, New Zealand, Qatar, and in Wales and Northern Ireland.

This Month's Case Study

Kissing it Better

Simply making a difference

I shall never forget the day I walked into Mum’s bay on the ward and saw her, for the first time, sitting up in a chair.  Unable to speak or move, she had hovered between life and death for several weeks following a devastating brain haemorrhage. Sitting up in a chair, supported by pillows, this was clearly progress.
But it wasn’t just the change in position that was making a difference. It was far more than that. For a moment, I stared at her, dozing in the corner of the bay. Then I asked the nurse, who had just come into the bay, if she had looked after her. She nodded.
“Thank you,” I felt so emotional. “Sitting there is my mum. I love her so much, all the time. But today, I am seeing Mum as she was before the accident. You’ve done her hair, her make-up. And she’s wearing her favourite nightie and beautiful shawl. That’s my mum as I never thought I’d see her again.”

PEN News

Ruth Evans at PEN

2,528 tweets
following 341 people
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

Your employees wish you were emotionally intelligent

The evolution of the CXO: 5 findings


Patient Experience News

Patient experience: Caregiving is all about understanding

How to Communicate That You Care: Resources for a Great Experience

Tara Lamont: How was it for you? Reflections on patient experience research

Kind doctors have healthier patients

New report ranks Sweden top for patient satisfaction


Local News

Implementing transition: Ready Steady Go

Physios triumph at patient experience awards

See what school pupils make of children's wards at Morriston Hospital

Alder Hey hospital to use IBM’s Watson to comfort patients

Overseas News

Volunteer Ambassadors: Using “The Force” of Empathy to Improve the Patient Experience

Robot duo dispenses medicines at HGH

U.S. Hospitals that Provide Superior Patient Experience Generate 50 Percent Higher Financial Performance than Average Providers, Accenture Finds


Other News

No Time to Wait for Better Waiting Spaces

Patients May Not Be the Toughest Customers for American Hospitals

'OB Nest': A novel approach to prenatal care

Technology News

How Patient Entertainment Systems Boost Satisfaction and Health Outcomes

Inside North America's first all-digital hospital

Something Different

Dream adventures by Expedia



Articles From Our Members


Innovating for Improvement

We have £1.5 million available for up to 20 teams to test and develop innovative ideas to improve health care delivery in the UK. Through our Innovating for Improvement programme, we are looking for projects that aim to improve health care delivery and/or the way people manage their own health care.

In this round of the programme we are particularly interested in applications for innovative projects either led by or working in close collaboration with, primary care. Each team will receive up to £75,000 of funding, over 15 months, to support the implementation and evaluation of their health care innovation project.

Deadline: Friday 3 June 2016 at 16:00.

Find out more and apply:  


Efficiency Research Programme

Our £1.5m Efficiency Research Programme is an open call for innovative proposals for research into system efficiency and sustainability in health and social care.

We want to fund three to five experienced research teams to explore ways that health services, or health and social care services, can address the challenge of increasing efficiency and value for money, and providing more for less.


Each project will receive between £250,000 and £500,000 for research completed over three to five years.

We are looking to support at least one project with a focus on mental health or out of hospital care.

Deadline: Thursday 28 July 2016.

Find out more and apply:


Improvement Science Fellowships

The Health Foundation’s post-doctoral Improvement Science Fellowships are now open for application.

The fellowships will fund up to five individuals over three years to lead original, applied research dedicated to improving health care in the UK, as well as offering a tailored leadership development programme.
Deadline: Tuesday 5 July 2016.
Find out more and apply:



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



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 - book before 29th April for 20% early bird discount.
Twitter: #HLG2016

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