October 2016 Newsletter

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Welcome to the Patient Experience Network Newsletter
PENLetter October 2016
Issue 37
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Note from Ruth Evans

Welcome to this month’s PENLetter.  We have collated all the patient experience news into one place. 

We have some fantastic news for PENNA2016 as we announce a new FFT category in partnership with NHS England – see PENNA2016 section for more information.

This month we have included a case study from our Awards programme as usual, but we have included a second case study from one of our members – focussing on the power of compliments – something very close to my heart! I hope you enjoy our featured case studies. 

Over the last month, we have seen a couple of articles exploring the importance of empathy and making a personal connection. This really resonates with PEN and is of course at the heart of Kate Granger’s #Hellomynameis campaign. These two useful resources explore how we can do this more regularly: See me as a person - improving the patient experience and What Empathy Is Not!

For Leadership we have an article exploring The powerful link between staff and patient satisfaction.
 
Under Patient Experience we feature two articles, one about how Patients should be more involved in decisions about their care, says NICE and a second looking at how Patient profiles allow nurses to provide person-centred care.

And of course we have so much more with articles from Overseas, in Technology, some looking at the importance of silence for healing and the use of crowdsourcing in the experience. 

Also this month NHS England have issued the first of their new guides to aid use of patient feedback in service improvement.  There is a suite of national NHS insight tools – large-scale surveys, the Friends and Family Test and Patient-Reported Outcome Measures (PROMs) – but their scope and usefulness is not always widely understood by commissioners or by deliverers of front-line healthcare. NHS England is trying to address this by creating a set of bite-size guides that will help to develop a greater understanding of how the data can be used to make a difference.  The first guide has just been published. It is on the topic of Patient Reported Outcome Measures (PROMs). Another, on what insight resources are already available for commissioners and providers to use, and how, is expected to be released on the same web page in about a month. The team will be aiming to publish new guides regularly, with upcoming topics including how to obtain meaningful feedback from patients with learning disabilities, how to conduct and use qualitative research and how to harness social media comment as insight. If you have any queries, please contact england.insight-queries@nhs.net

Don’t forget to check out the forthcoming events – there is almost too much choice with the Always Events® UK Summit: A positive approach to Improving Patient Care on Wednesday 30 November 2016, the National PROMs Summit 2016  on Wednesday 7 December 2016 Conference and, of course, please put our very  own Best Practice conference and Awards event into your diary – 21st March 2017, in Birmingham! 

All the best

Ruth
 

PENNA2016:

We are delighted to announce a new category – focussing on Using FFT for improvement in our PENNA2016 awards. We are working in partnership with NHS England’s Insight & Feedback Team on this new category which is now open for entries via our normal process. To find out more please call us on 03333 44 70 60 – where you will speak with Michelle, Lauren or Gaby or email us on awards@patientexperiencenetwork.org
 
On 28th November 2016 at 5pm we will close for entries
In the period 9th December to 19th December 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! 

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

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

 

This Month's Case Studies


St Mary's Sexual Assault Referral Centre: "If I speak... Will you listen?"

About the Organisation

St Mary's Sexual Assault Referral Centre provides a comprehensive service to women, men and children who have been raped or sexually assaulted, whether this has happened recently or in the past. Our service includes full forensic medical examinations, health screening, crisis support, counselling and support through court. We are open 24 hours a day, seven days a week. Our service covers Greater Manchester, Cheshire and parts of Derbyshire. We have a team of approximately 25 day staff and a further 30 members of staff who provide an on-call service. Last year we saw more than 1600 people and just under a third were children. We are jointly funded by the Police and NHS England.

Summary

Our patient experience film ‘If I speak…will you listen’ was produced for the St Mary’s Sexual Assault Referral Centre Conference 2015. Key objectives were:

  • To provide a voice to victims of rape and sexual violence
  • To allow victims to speak candidly and honestly about their experience of the services they accessed
  • To influence practice among all professionals working in the field of rape and sexual assault

READ MORE HERE...


The effects of patient compliments on hospital staff and the need for robust data collection

Purpose:

The purpose of this case study is in response to a consideration of the following:

“Collecting positive feedback can increase nurses’ confidence, show improvements in performance and provide a baseline for measuring patient satisfaction” (Nursing Times 2011)

Introduction:

Currently the Patient Experience and Feedback Team, Torbay and South Devon Healthcare Foundation Trust, uses a database to log the variety of compliments. It is a simple process to capture the written compliments via; NHS Patient Choices, Real Time Patient Feedback, Friends and Family Test, National Survey and Social Media.

Staff often receive compliments from patients by written letter/card or verbally. They are often thanked for giving the treatment patients receive, care and support, or complimented on the environment, atmosphere or cleanliness of the wards/departments. However, these compliments are not easily accounted for and therefore do not provide a realistic reading of the overall positive feedback data received by the organisation. In order to resolve the absence of an effective data collection, a pilot was set up to record verbal and written compliments using a tick box weekly chart. The goal for this case study was to understand the volume and impact the compliments are having on the staff.
 

READ MORE HERE...

 
PEN News
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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
 



The powerful link between staff and patient satisfaction




 


Patient Experience News

 

Patients should be more involved in decisions about their care, says NICE



Patient profiles allow nurses to provide person-centred care



 


Overseas News



5 Astonishingly Effective Ways This Healthcare Leader Is Reinventing The Hospital Experience





A Whole Hospital Approach to Patient Engagement



 



Technology News




7 tips to stop technology from damaging the patient experience





Monster-filled Game App Aims to Make Patient Experience Less Scary




Other News



Silent hospitals help healing




Pharma News



3 ways to make clinical trials more patient-centric




Something Different


PatientsLikeMe: Crowdsourced Patient Health Data as a Clinical Tool in Psychiatry



 


Articles From Our Members
 


The opportunity to see your idea developed with RCN support and funding




 


Events


Masterclass: The Duty of Candour in Practice

Tuesday 1 November 2016
Hallam Conference Centre, London

This one-day in-house course, led by an experienced Barrister and Accredited Mediator, covers the legal framework surrounding the Duty of Candour and what it means in practice. The emphasis will be on developing the practical skills needed to ensure compliance with the Duty of Candour.

For further information and to book your place visit

http://www.healthcareconferencesuk.co.uk/courses/duty-of-candour.html

or email hanisha@hc-uk.org.uk

20% discount is available for PENFriends by quoting ref: hcuk20pen when booking. (*Cannot be used in conjunction with any other offer.  Full T&Cs available upon request.)

 

Conference: Measuring, Understanding and Acting on Patient Experience Insight

Tuesday 29 November 2016
Hallam 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 or email kate@hc-uk.org.uk

Follow the conference on Twitter #PatientExp

20% discount is available for PENFriends by quoting ref: hcuk20pen when booking. (*Cannot be used in conjunction with any other offer.  Full T&Cs available upon request.)

 

Conference: Recognising and Responding to the Deteriorating Patient

Wednesday 30 November 2016
Hallam Conference Centre, London

This one day conference focuses on recognising and responding to the deteriorating patient through improving the reliability of patient observations and ensuring quality of care to reduce failure to rescue of acutely ill patients. The conference opens with a National Update on developments and improving the effectiveness of the National Early Warning Score (NEWS). The conference continues with practical case study based sessions on identifying patients at risk of deterioration, improving practice in patient observations, responding to the deteriorating patient, and improving the communication of NEWS at the interface of care. Extended sessions will focus on cardiac arrests as never events, and improving the response to sepsis.

For further information and to book your place visit

http://www.healthcareconferencesuk.co.uk/deteriorating-patient or email nicki@hc-uk.org.uk

Follow the conference on Twitter #deterioratingpatient

20% discount is available for PENFriends by quoting ref: hcuk20pen when booking. (*Cannot be used in conjunction with any other offer.  Full T&Cs available upon request.)

 

Always Events® UK Summit: A positive approach to Improving Patient Care

Wednesday 30 November 2016
Hallam Conference Centre, London

This conference focuses on Always Events®. Always Events®, first introduced in the US by IHI and the Picker Institute, focus on ensuring events that matter to patients happen every time for every patient. Always Events® can be tailored to your service and should be developed in consultation with your patients, learning from what your organisation or service does well and what elements of care your patients value most. The aim of always events is to create a positive approach to improving patient care.

Follow the conference in Twitter #AlwaysEvents

A 20% Discount is available, quote HCUK20pen when booking

Click here to book

Click here for more detailed information



Conference: Complaints Handling, Investigating, Resolving and Learning for Clinicians and Managers in Health and Social Care

Friday 2 December 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. 

For further information and to book your place visit

http://www.healthcareconferencesuk.co.uk/nhscomplaints-handing-investigation-training  or email hanisha@hc-uk.org.uk Follow this event on Twitter #NHSComplaints

20% discount is available for PENFriends by quoting ref: hcuk20pen when booking. (*Cannot be used in conjunction with any other offer. Full T&Cs available upon request.)

 

Conference: National PROMs Summit 2016

Wednesday 7 December 2016
Cavendish Conference Centre, London

This conference will open with international and national developments in Patient Reported Outcome Measures (PROMs) and will then focus on PROMs in clinical practice; using case studies of PROMs changing clinical practice alongside expert sessions on subjects such as using PROMs for decision making, to change practice, and auditing and analysis of outlines. There will also be national updates on the future of PROMs, a masterclass aimed at beginners to PROMs, an extended interactive session focusing on ePROMs, and another focusing on patient engagement and involvement in PROMs development. 

For further information and to book your place visit

http://www.healthcareconferencesuk.co.uk/proms-training or email hanisha@hc-uk.org.uk

Follow this event on Twitter #PROMs2016

20% discount is available for PENFriends by quoting ref: hcuk20pen  when booking.(*Cannot be used in conjunction with any other offer.  Full T&Cs available upon request.)

 

Learning from Serious Incidents: Implementing the CQC Recommendations

Wednesday 7 December 2016
Hallam Conference Centre, London

The Care Quality Commission have identified following five opportunities for improvement for NHS acute trusts:

1.Prioritising serious incidents that require full investigation and developing alternative methods for managing and learning from other types of incident.
2.Routinely involving patients and families in investigations.
3.Engaging and supporting the staff involved in the incident and investigation process.
4.Using skilled analysis to move the focus of 
investigation from the acts or omissions of staff, to identifying the underlying causes of the incident.
5.Using human factors principles to develop solutions that reduce the risk of the same incidents happening again.

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   or email kate@hc-uk.org.uk

Follow the conference on Twitter #NHSSeriousIncidents

20% discount is available for PENFriends by quoting ref: hcuk20pen when booking. (*Cannot be used in conjunction with any other offer. Full T&Cs available upon request.)

Click here for more detailed information
 

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



 

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