October 2017 Newsletter

Welcome to the Patient Experience Network Newsletter
PENLetter October 2017
Issue 48
View this email in your browser
Welcome to this month’s PENLetterWe have collated all the current and inspirational patient experience news into one place.

Welcome to the October edition of our PENLetter! 

With just a month to get your entries in for PENNA2017 we have a fantastic blog from one of last year’s winners, David Sollis who shares what winning has meant for him.

We also took part in a webinar called How to win a PEN insight award where we explored what judges are looking for and some winning principles.  Although focusing on the Insight category there are many great tips in here that apply to all our categories.We are delighted to continue to work with our partners the Picker Institute Europe and NHS England for this year’s awards and look forward to an exciting celebration of amazing work.Enjoy the read.


Our awards conference and ceremony will be on 1st March 2018 in Birmingham.  Last week we joined a webinar exploring how to win an award , and the details can be found here.  Definitely worth a listen if you are considering entering:Topic: How to win a PEN insight award-20171019 1400-1
Duration: 56 minutes
Streaming recording link:
https://healthsector.webex.com/healthsector/ldr.php?RCID=4715f36f399aa00f6a856ffb995b0d95Download recording link:

As you know we are also excited to include two new categories this year to reflect the importance of recognising our students.  To find out more please read here

We are entering the last 4 weeks for entries, please 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

Perfect Dining Week at Central Manchester University Hospitals

Patient Experience feedback provides a rich source of data to support continuous improvement of the Trust’s services. Patient feedback is sought continuously by the Trust though a range of formats and findings inform improvement activity at strategic and local level. The intention of the Perfect Dining Week was to deliver a perfect personalised dining experience to all patients at every meal throughout the week and beyond.

This project was the first of its kind at Central Manchester to look in detail at all aspects of the food service and delivery, working in partnership with the external organisation which provides this, as well as all levels of staff in the organisation, both clinical and non-clinical.


PEN News

Ruth Evans at PEN

4,322 tweets
following 456 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.
Patient Experience News
Patient experience: Where does it actually begin?
Local News
New ‘grow your own’ garden opens for cancer patients at City Hospital
Ipswich Hospital launches new action group to improve care for patients with learning disabilities
Pharmacy News
Electronic prescriptions can improve patient experience, study finds
Evolving Your Pharmacy Practice in an Era of Great Change
Technology News
Here’s where hospitals are investing in innovation today
Other News
Sensory rooms calm patients at Northwest Community Hospital
Articles from Members
PENNA2017; David Sollis shares what winning has meant for him.In 2016, I was awarded the PENNA Manager of the year for my role as the Engagement Manager at Healthwatch Essex. Shortly afterwards, I was appointed as the new CEO of the charity! On the 1st August I took over the role and since then it seems that I have been on a roller coaster of strategic meetings, focussing on the three Sustainable Transformations Partnerships (STP’s), Acute Hospitals, GP shortages and workforce issues in Essex.  Read More
#EngageWell: Patient and public engagement on social mediaTuesday 7 Nov 2017, LiverpoolListening to patientsember is fundamental to providing good health care – and there is no better example than Kate Granger’s #Hellomynameis campaign.

Our next EngageWell event will focus on how patient and public engagement on social media can improve services – and we are delighted that Chris Pointon will be joining us to share his and Kate’s story.

Chris, the global campaign ambassador for the #Hellomynameis phenomenon, will be the keynote speaker at a full day event which will showcase different social media success stories involving patient and public engagement.

We will also hear about:

•Engaging patients in developing social networks: Dr Leslie Robinson of the University of Salford and the team behind WoMMeN – the Word of Mouth Mammogram e-Network
•The benefits of letting go – a case study on service area-led social media channels: Ben Greenwood, Corporate Communications Manager at Blackburn with Darwen Council
•Transforming patient experience in women and children’s services via social media: midwife Samantha Whelan and Lisa Elliott and Vanessa Blanchard of Elliott Blanchard Ltd
•Supporting patients with long term conditions through closed Facebook groups: Marc Schmid of Redmoor Communications

There will be bespoke workshops in which we can ask practical ‘how to’ and ‘what if’ questions and lots of opportunity to network and learn from each other.

This event is free to NHS and other public sector staff, as part of the Innovation Agency’s commitment to supporting colleagues to improve health services.

Who should attend?

Anyone working in NHS and social care communications and patient experience/engagement; all health professionals, academics, third sector staff and volunteers interested in using social media to improve health care.

Any questions: Please email caroline.kenyon@innovationagencynwc.nhs.uk



Improving Patient Flow Masterclass

Monday 13 November 2017
De Vere West One Conference Centre, London

This one day masterclass will provide you with a practical ‘hands-on’ introduction to diagnosing the cause of long waits for patients, over-crowded waiting rooms and car parks. You will learn to redesign your clinic to eliminate the delays and stress for patients and staff at no additional cost!

For further information and to book your place visit

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.) http://www.healthcareconferencesuk.co.uk/improving-patient-flow-masterclass or email



Difficult Encounters Masterclass

Monday 13 November 2017
De Vere West One Conference Centre, London

Difficult Encounters is a masterclass for health professionals who would like to understand more about the art and science of communication. It is an interactive and entertaining course that provides delegates with an opportunity to develop their communication skills with service users, their relatives and other members of staff both on the phone and face to face.

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/difficult-encounters-masterclass   or email hanisha@hc-uk.org.uk


Policy priorities for urgent and emergency care services

Thursday, 16th November 2017

This timely seminar will provide an opportunity to consider the priorities for urgent and emergency care services in meeting ‘winter pressures’.

Attendees will discuss NHS England’s commitments to urgent care and emergency medicine outlined in the ‘Next steps on the NHS Five Year Forward View’, including front-door clinical streaming by October 2017, the standardised rollout of Urgent and Treatment Centres (UTCs) by Spring 2018 and the alignment of renewed social care funding with emergency services, providing an integrated response to delayed transfers of care. The seminar will include a keynote address from Professor Jonathan Benger, National Clinical Director for Urgent Care, NHS England

Further areas for discussion include the progress of the eight Urgent and Emergency Care vanguards, priorities for the emergency care workforce and the next steps for NHS 111 – both in going online for 2017 and increasing the percentage of clinical assessments provided by the service.  To book your place please contact sophie.hancock@westminsterforumprojects.co.uk on 01344864796


PALS and Patient Experience Conference 2017

Monday 27th November 2017, Derby

The 2017 PALS Conference will be held in Derby this year, courtesy of Derbyshire Healthcare Foundation. It will be on Monday 27 November 2017. The Agenda is coming together. We have confirmed special speaker from The Academy of Fabulous Stuff in the form of Roy Lilly so this will be a highlight of our events that we have so far provided. We also have somebody from the Learning Disability Programme of NHS England and a visit from medical Protection Dogs to explain what they are doing with dogs not only preventing patients have illness episodes but detection of cancers at a very early stage.


Implementing Criteria to Assist Patient Discharge from Hospital

Monday 4 December 2017, De Vere West One Conference Centre, London

The masterclass offers a practical guide to setting up and implementing Criteria led discharge. The use of Criteria in the process of patient discharge will be debated to dispel the common myth that this approach is restricted to Nurses doing what was traditionally Doctor’s work. The stand point adopted is that Criteria can be developed to assist patient discharge from hospital and implemented at multiple points in the discharge process to reduce length of patient stay, improve quality of care and does not compromise patient safety.

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/criteria-to-assist-patient-discharge-from-hospital or email hanisha@hc-uk.org.uk


National PROMs Summit 2017

Monday 11 December 2017
De Vere West One, London

Developed in association with Mr Bibhas Roy, Consultant Orthopaedic Surgeon & Virtual Orthopaedic Clinic Lead, Central Manchester University Hospitals NHS Foundation Trust and chaired by Prof W Angus Wallace, Division of Orthopaedic and Accident Surgery, University of Nottingham/Nottingham University Hospitals NHS, this national conference will open with an update from NHS England on 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.

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/proms-training or email kerry@hc-uk.org.uk

Follow the conference on Twitter #PROMs2017


Masterclass: Complaints Handling & Response Letters

Monday 11 December 2017,

De Vere West One Conference Centre

This interactive and practical workshop will provide a structured approach to complaints handling and response writing.  Delegates will be taken through a methodology that will ensure that all complaints are properly investigated and that responses will stand up to scrutiny. There will be a complaint and letter writing case study during which delegates will receive feedback from the trainer.  All techniques will be tested through role-play based on an actual complaint. The course will be facilitated by Kate Hill Solicitor InPractice. 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/complaints-handling-and-response-letters-masterclass or email hanisha@hc-uk.org.uk

In-depth legal masterclass: Informed Consent After Lanarkshire

Wednesday 13 December 2017, 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.

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/informed-consent-masterclass-training  or email hanisha@hc-uk.org.uk


Patient Leadership Summit

Friday 15 December 2017
De Vere West One Conference Centre, London

This national summit chaired and co-produced with Jonathon Hope Patient and Co-chair, Realising the Value of Individuals – Increasing Participation in CKDUK Renal Registry will focus on the important issue of Patient Leadership and enabling patient leaders to work collaboratively with the NHS through co-production.  You will hear from a range of leaders in the field of co-design and co-production including Fiona Carey C4CC Co-Chair Coalition for Collaborative Care and representatives from NHS England, The King’s Fund and Nesta.  You will also have the opportunity to start to consider how your organisation can began to plan a co-designed event to start to utilise the renewable energy of your patients, carers and patient leaders.

For further information and to book your place visit

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

Follow this event on Twitter #patientleadership


Priorities for improving sepsis outcomes: early diagnosis, treatment and education

Morning, Thursday, 18th January 2018, Central London

THIS EVENT IS CPD CERTIFIED.  This seminar will be an opportunity to discuss the policy priorities for improving sepsis outcomes.

It takes place in light of NHS England’s Sepsis Action Plan, expected in autumn 2017, which will reflect current work on safety netting, standards, reporting, education and training. It also follows the progress made on Improving outcomes for patients with sepsis, which looked at supporting healthcare professionals to recognise and treat sepsis promptly, with the aim of improving patient outcomes and reducing mortality.

Delegates will assess what more can be done to ensure symptoms of sepsis are identified and patients are diagnosed earlier, especially in the context of recent NICE guidance to treat people with life-threatening sepsis symptoms within one hour. They will also consider the potential impact of the 2017 Antimicrobial Resistance and Sepsis CQUIN and NHS England’s proposal to introduce a sepsis specific indicator to the Clinical Commissioning Group Improvement and Assessment Framework in 17/18.

The conference is expected to bring together key policymakers with a range of stakeholders, including Members of both Houses of Parliament, senior government officials involved in this area of public policy, together with health and social care professionals, healthcare lawyers, representatives of consumer health organisations, trade unions, local government, as well as representatives of healthcare and pharmaceutical industries, academia, interested and affected charities and user groups, and reporters from the trade and national media.

+44 (0)1344 864796 or jessica.street@westminsterforumprojects.co.uk


National NICE Quality Standard for Chronic Kidney Disease in Adults

Friday 19 January 2018
De Vere West One Conference Centre, London

Chaired by Jonathan Hope CHD Patient and Patient Co-Chair Think Kidneys, this conference focuses on improving care and outcomes for people with Chronic Kidney Disease and implementing the Updated NICE Quality Standard released in July 2017. Dr Robert Lewis Specialist Committee Member Quality Standard for Chronic Kidney Disease NICE opens the conference with an extended session on implementing the National quality standard for chronic kidney disease including challenges for renal services. 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/national-nice-quality-standard-chronic-kidney-disease-adults or email nicki@hc-uk.org.uk

Follow the conference on twittter #CKD2018

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.


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’.

If you want to be part of the movement for a healthcare system which is more human, book now to attend this unique and progressive conference. The audience will be drawn from a wide range of professions but will be of particular interest to consultants and junior doctors, as well as academics and researchers.

Early bird tickets are now available and cost just £150 – you can book your place by visiting the event page: https://goo.gl/dNxSwi    

In case you missed it
Research by The Beryl Institute Reveals Actions and Reinforces Impact of a Focus on Patient Experience in Healthcare
Do You Have a Culture of Caring? (Part 2 in 2-Part Series)
October HeartBeat: Doing Our Part to Reduce Health Disparities
Follow. Visit. Email.
Copyright © 2016 PEN, All rights reserved.Want to change how you receive these emails?
You can update your preferences or unsubscribe from this list