October newsletter

PENLetter October 2015
Welcome to the Patient Experience Network Newsletter
PENLetter October 2015
Issue 26
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Note from Ruth Evans

Please find enclosed our latest news digest.  In the PENLetter we collate and curate all the news we think is of interest around the experience of care into one place for you.  If we have missed anything please do let us know!

In this month’s digest, there are some exciting innovations to improve the experience of using technology from barcoding to finger-printing.  We continue to also see a focus on noise reduction both from the patients' perspective and from the point of view of organisations that are addressing this.

Working with NHSIQ and the Picker Institute we have embarked on a series of webinars to showcase our winning principles through sharing what is working well.  These are short, 10 minute presentations from last year’s PENNA2014 finalists.  Feedback to date has been tremendous.

These webinars commenced on 29th September, 12-1pm, and are running for a further two weeks.  For further details and to register for a place please go to http://www.nhsiq.nhs.uk/news-events/events/pen-awards-webinar-series.aspx

You are welcome to join any or all webinars: 
27th October
3rd November

And if for any reason you have missed one of our speakers please find the full recordings here: http://www.nhsiq.nhs.uk/news-events/events/pen-awards-webinar-series.aspx

See later for a full list of speakers.  Also in the Useful Resources section we have added our recent reports about our winning principles and our work on the maternity experience for parents with a learning disability. 

Enjoy the read and, as always, please feel free to forward this newsletter. Do let us know if you have any news to share. 

 
Ruth
PENNA2015 is open for entries...
with six weeks left until the closing date
 
We are looking forward to an exciting year of celebration.  With our new categories we think there is something for everyone in this year's awards.

I was delighted to have been invited to join the National Positive Practice in Mental Health Awards (#MHAwards) and was reminded again of the power of celebrating what is working well.  Whether you are a winner or not it is clear that merely taking part  brings an incredible energy and recognition to the teams involved.  A huge congratulations to Angie and Tony Russell for wonderful evening and the Picker Institute Europe for the inivitation.

IMPORTANT NEWS: Please note we have extended the deadline to 4th December, giving you more time to craft those submissions. 

Important dates for your PENNA diary!
4th December 2015 - PENNA2015 closes for entries
23rd December 2015 - Finalists announced
2nd March 2016 - Awards conference – hold this date in your diaries!

If you would like to find out more about the awards and how to enter please contact Michelle or Jo on 03333 44 7060 or email them at awards@patientexperiencenetwork.org

This Month's Case Study

Northern Devon Healthcare NHS Trust
 
Benefits of Early Resolution in the Complaints Process
 
Organisation
Northern Devon Healthcare NHS Trust operates across 1,300 square miles in the county of Devon, providing both acute services, centred on North Devon District Hospital (NDDH), and community services, which span a network of 17 community hospitals and nine clusters, across Torridge, North Devon, East Devon, Exeter, Mid Devon, Teignbridge and West Devon.
The Trust was one of the first in England to integrate acute and community healthcare services, in 2006, adding adult community health and social care services in 2008.  At any one time, the Trust supports 6,000 patients in their own homes and 600 people in hospital beds. It employs more than 4,300 staff and serves a population of around 484,000, with a budget of £209 million.
 
The Trust has systematically changed the way it manages complaints by introducing both verbal acknowledgement and discussion of issues raised at the outset of a complaint, alongside routinely offering a meeting with relevant staff. 
This initiative provides a more responsive and supportive service to complainants and has improved the number of complaints which are resolved first time. It has also improved staff engagement with the complaints process.
The new process has systematically changed the way we manage complaints and has increased satisfaction amongst complainants and staff.

Read more


 
PEN News

Ruth Evans at PEN

615 followers
1,498 tweets
following 268 people
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Latest Tweets

PEN National Awards

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Patient Experience News


 
Improvement programmes: experience of care-person-centered outcomes



Innovation Starts with the Heart, Not the Head by Gary Hamel HBR


 
Local News


Drive to make it easier for patients to sleep in hospital
 

Overseas News



The patient wish list



What patient engagement needs now-hard science


 

Technology News


Barcoding Inc., Better Day Health Partner on CDI, Patient Experience Solutions




Tech is driving collaboration in behavioural health





Debut new fingertip id to help patients



Latest Apple health app warns patients of imminent seizure  

 

Articles From Our Members

Health Foundation leadership and quality improvement programme GenerationQ now open for applications
 

GenerationQ, the Health Foundation’s part time, fully-funded leadership development programme, is now open for applications until 12 noon, Tuesday 17 November 2015.
 
We are looking for senior leaders from across the UK, from health care policy and practice, and the charity sector, to apply.
 
This is an opportunity to enhance leadership and quality improvement skills on a Health Foundation fellowship programme.
 
GenerationQ Fellows achieve a postgraduate certificate in leadership from Ashridge Business School.
 
For further information and to apply online, visit: www.health.org.uk/generationq

 
Interactive events around England encouraging the NHS to employ more people with a learning dis
ability October – December 2015

NHS Employers and NHS England are holding interactive events around England to encourage the NHS to employ more people with a learning disability. The events are a way of sharing a ‘toolkit’ NHS England has been developing to support the NHS to employ more people with a learning disability.

This builds on the commitment in the Five Year Forward View to the NHS being a progressive employer and committed to the NHS leading the way as a progressive employer, and Simon Steven’s personal commitment to employing more people with a learning disability at NHS England.

The events are being held at:
 
 
If you are local to these events and would like to share your experiences in employment- contact Matt and Zoey at england.ldNHSEmployment@nhs.net

For more details about the programme including support tools for organisations see NHS Employers website

 

Webinar Programme
 
Date of Webinar Speaker Organisation Topic Twitter Handles
29 Sept Ruth Evans PEN Launch of the Winning Principles and overarching Framework @PEN_NEWS
Broadening Perspectives Bridget Hopwood Picker Institute PIE – an introduction to who we are and what we do @PickerInstitute
Andrew Hasler NHS IQ NHSIQ – latest news about improving the patient experience @NHSIQ
Allan Anderson Positively UK HIV Peer support Improving well-being @ Positively_UK
@allan_anders
Jimmy Endicott Leicestershire Partnership NHS Trust Innovative Use of Technology/Social Media @LPTnhs
@jimmyendicott
         
6 Oct Ruth Evans PEN Introducing the Winning Principles and overarching Framework @PEN_NEWS
Building professional
relationships
Lesley Goodburn Midlands and Lancashire CSU Using insight across a health system to improve care @lgoodbu
@MLCSU
Rachel White NHS England What's the story with storytelling within the NHS @ NHSEngland
@Rachel3White
Samina Allie Black country Partnerships NHS Foundation Trust Digital story telling workshops @BCPFT
 
         
13 Oct Louise Blunt PEN Introducing the Winning Principles and overarching Framework @PEN_NEWS
Spread and sustainability Sue Lear  (Marie-Louise Allred) NHS Arden Commissioning Support Homeless Hospital Discharge Programme @ardengem
@Mazzarine80
Mary McKenna MBE (Andrew Cockayne) Captive Health Patient Connect and Staff Connect: Innovation for the NHS @CaptiveHealth
@AndrewCockayne
         
20 Oct Ruth Evans PEN Introducing the Winning Principles and overarching Framework @PEN_NEWS
 
 
Management
Heather Ramessur-Marsden Public Health Wales
 
In it Together: Transgender Awareness Project
 
@PublicHealthW
Jennie Negus United Lincolnshire Hospitals NHS Trust see it my way; transforming complaints and concerns at United Lincolnshire Hospitals NHS Trust @ULHTNews
@NegusJennie
Amy Maclean (Andrew Cockayne) Birmingham Womens’ NHS Foundation Trust Patient Connect App + Feedback at Birmingham Women’s Hospital @amymaclean @WomenBirmingham
@CaptiveHealth
@AndrewCockayne
Georgina Craig ELC Commissioning for Patient Experience
 
@GCAssoc @ELCworks
         
27 Oct Ruth Evans PEN Introducing the Winning Principles and overarching Framework @PEN_NEWS
 
 
Financial impact
Jo Wood  (Andrew Cockayne) The Ipswich Hospital NHS Trust Staff Engagement (with real time patient experience reporting) @IpswichHosp
@CaptiveHealth
@AndrewCockayne
Dan Ibeziako (Marie-Louise Allred) NHS Arden Commissioning Support Choose Well, Feel Well Public Engagement Campaign @ardengem
@Mazzarine80
Kerrie Jose Northern Devon Healthcare Trust
 
Benefits of early resolution in the complaints process
 
@ndht
         
3 Nov Ruth Evans PEN Introducing the Winning Principles and overarching Framework @PEN_NEWS
Keeping it simple Nikki Thomas NHS England Devon and Cornwall Area Team Commissioning for Patient Experience @DevCornAT
Fiona Gay On behalf of Northumbria Healthcare NHS Foundation Trust Dignity in Practice @annielaverty
@FionaWGay
@NorthumbriaNHS
Sally Eason (Marie-Louise Allred) NHS Arden Commissioning Support ‘Coming Home’ Mental Health Repatriation Programme @ardengem
@Mazzarine80

 

Events

Improving Patient Experience & Efficiencies using Lean 6 Sigma: Two Day Intensive & Interactive Workshop
Tuesday 8 - Wednesday 9 December 2015, London

This 2 day 6 Sigma Yellow Belt Workshop for Healthcare Professionals is a hands-on interactive masterclass aimed at individuals and teams at all levels who need to develop an understanding of the power of the 6 Sigma and how the tools and methodology can make a significant impact within healthcare.
For further information and to book your place visit http://www.healthcareconferencesuk.co.uk/patient-experience-and-efficiencies-using-lean6sigma or email hanisha@hc-uk.org.uk 
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.)

Leading your Organisation to Zero-Harm
Thursday 10 December 2015, London

A number of industries such as the chemical or airline industries now achieve ZERO injuries on a regular basis. This has involved major changes in behaviours and culture. This workshop focuses on what health professionals can learn from these industries where a culture of ZERO has existed for some time.
For further information and to book your place visit http://www.healthcareconferencesuk.co.uk/zero-harm or email hanisha@hc-uk.org.uk 
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.)

Children and Young People Events – free to attend 
Monday 2nd November Leeds
Friday 6th November Birmingham
Friday 13th November London

Join us at one of these events and find out what children and young people are saying about their experience of care and what are we doing about it!  Supported by NHS England we are holding three separate events across the country.  At each event we will showcase some of the latest national and local activities and initiatives relating to infants', children's and young peoples' experience of care.  There will be a mix of presentations, posters/ market place and networking.  The events will provide a unique opportunity to connect commissioners and providers nationally and regionally to respond to local need. 
To find out more or reserve your place please go to http://cyp15.eventbrite.co.uk/  If you are interested in taking part in the market place please contact me, Ruth Evans directly, my details are at the end of this newsletter. 


Developing Patient Accessible Electronic Patient Records
Tuesday 24 November 2015
ICO Conference Centre, London

The conference will open with a National update from the NHS England Patient Online programme, the national vision for patient access to records, how will we extend digital access from GP practices to all care settings to give patients a comprehensive view of their health and care information, tips and advice for setting up patient accessible online services and the patient perspective. 
For further information and to book your place visit http://www.healthcareconferencesuk.co.uk/electronic-patient-record  or email hanisha@hc-uk.org.uk
Follow this conference on Twitter #PatientEPR
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.)

 
Reducing Medication Errors: Improving Patient Safety: Towards Zero Tolerance
Friday 27 November 2015
ICO Conference Centre, London

This conference will focus on reducing medication errors and improving patient care with a focus on a zero tolerance approach.  The day will begin with national developments in reducing medication errors from NHS England including the effective implementation of the National Patient Safety Alert on improving medication error incident reporting and learning released in 2014, and the developing role of the Medication Safety Officer.
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 by quoting ref: hcuk20pen when booking.(*Cannot be used in conjunction with any other offer.  Full T&Cs available upon request.)

National PROMs Summit 2015
Tuesday 1 December 2015
Colmore Gate, Birmingham

Chaired by Professor W Angus Wallace, Division of Orthopaedic and Accident Surgery University of Nottingham/Nottingham University Hospitals this conference combines practical presentations with masterclasses to ensure hands on interactive learning which will continue when you return to your organisation. The focus of the conference is PROMs in clinical practice, the conference uses practical case studies of PROMs changing clinical practice alongside expert sessions.
For further information and to book your place visit http://www.healthcareconferencesuk.co.uk/proms-training-2015 or email hanisha@hc-uk.org.uk  Follow the conference on Twitter #PROMS2015
 
Complaints Handling, Investigating, Resolving and Learning
Monday 7 December 2015
Hallam Conference Centre, London

This conference provides a practical guide to handling, investigating, resolving and learning from NHS complaints in a way that puts the patient at the centre. The conference will look at complaints management from real time resolution of NHS complaints at the point of service to complex complaints handling for complaints that involve multiple issues or agencies. 
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 the conference on Twitter #NHSComplaints

A Practical Guide to Improving Outpatient Services
Friday 22 January 2016
Hallam Conference Centre, London

Through expert sessions and practical case studies the conference will focus on improving outpatient services, ensuring patient records are available, monitoring and improving patient experience, demonstrating leadership, redesigning outpatient services, developing and implementing core standards and the developing role of virtual outpatient clinics. 
For further information and to book your place visit http://www.healthcareconferencesuk.co.uk/improving-outpatient-services-cqc-inspection-standards or email hanisha@hc-uk.org.uk 
Follow the conference on Twitter #Outpatients
 
 
Measuring, Understanding and Acting on Patient Experience Insight
Friday 29 January 2016
Hallam Conference Centre, London

This conference will focus 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

 

Useful Resources
 







 


 









 



 
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