PENLetter January 2017

Welcome to the Patient Experience Network Newsletter
PENLetter January 2017
Issue 40
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HAPPY NEW YEAR TO ALL OUR READERS!
Welcome to this month’s PENLetter. We have collated all the current and inspirational patient experience news into one place.
Welcome Note from Ruth Evans, PEN Founder

Welcome to our first edition of our PENLetter for 2017!  Firstly, Happy New Year to you all!

Starting as we mean to go on, we welcome any feedback and contributions so please do let us know if you have anything valuable to share with us! PEN is proud to be the voice of Patient Experience and that starts with you!

I won’t wax lyrical about what a difficult and challenging year 2016 has been – I think it has all been said before – but rather look forward to 2017.  So far we have much to be excited about.  Despite the challenging circumstances, there are some truly superb examples of new thinking and approaches to improve the experience of care for all involved.  We will continue to show case these through our various channels.

This month we start the year with a case study about The Carers Lounge at Bedford Hospital.

In this January edition of the PENLetter we have some great articles to share – my personal favourite is the sunshine committee spreading hospital cheer – with a crash cart of a different design. It instead offers emergency resuscitation for the soul, with items such as playing cards, games and puzzles, writing materials, candies and more.

Wishing you a wonderful 2017.

All the best

Ruth

PENNA 2016 AWARDS
We would love to hear from you if you are interested in taking part in this year’s celebration of great work to improve the experience of patient care.
SAVE THE DATE: 21st March 2017 
AWARDS Conference and ceremony at the REP in Birmingham

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

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

Wow! What a fantastic year for patient experience.  Just before Christmas we released our short-list for #PENNA2016.  There is so much to be celebrated and that’s why it was so difficult to identify the shortlist – we simply wanted to bring everyone to the awards ceremony to showcase all of the entries however with much deliberation here is the final list.

Access to Information
Barnardos Journey Through Treatment for Children and Young People with Eating Disorders
InHealth Group Supporting Scan Related Anxiety in MRI
Leeds Teaching Hospitals Trust Leeds Children’s Hospital TV – a 21st Century Approach to Information Giving
NHS Sutton Clinical Commissioning Group Improving Health Outcomes Through Targeted Patient Education
NHS Sutton Clinical Commissioning Group Health Yourself to Health
Solent NHS Trust Solent’s Accessible Information Portfolio  – Supporting Information for All
Championing the Public
Healthwatch Essex YEAH!
Healthwatch Northamptonshire Engaging with Children and Young People to Champion their Voice
Healthy London Partnership NHS Go – A Health app Designed by Young People for Young People
Imperial College Healthcare NHS Trust Practice Champions – Improving Child Health Across North West London.
Leicester City Clinical Commissioning Group Engaging with Asylum Seekers and the Homeless to Commission a New Primary Care Service
NHS Southwark Clinical Commissioning Group Championing the Voice of Children, Young People and Families in Southwark
Commissioning for Patient Experience
NHS City and Hackney CCG City and Hackney Innovation Fund
NHS Norwich CCG Passport to Better Health
NHS Southwark Clinical Commissioning Group Championing the Voice of Children, Young People and Families in Southwark
West Leicestershire Clinical Commissioning Group Designing Non-Urgent Patient Transport Services
Communicating Effectively with Patients & Families
Barking, Havering and Redbridge University Hospitals NHS Trust Accessibility for Deaf Patients
Crawley CCG and Leacroft Medical Practice PACE Setter Award Initiatives Around Communication with Patients and Families in a Culturally Diverse Setting
Healthcare Improvement Scotland What Matters to You?’ Day 2016
Kidney Research UK ACE: Acceptance, Choice and Empowerment: A Peer Educator Based Community Project that Aims to Improve Choice and Quality of Life for pre-dialysis kidney patients.
National Council For Palliative Care Homeward Bound  – A Play and Educational Package  About Relationships, Love, Empathy and Compassion at End of Life
Plymouth Hospitals NHS Trust Bereavement Cards
Velindre Cancer Centre Caring for my Family with Cancer
Continuity of Care
Cambridgeshire Community Services NHS Trust Beads of Courage: Making a Difference for Each Child
East Lancashire Medical Services Ltd ELMS Clinical Navigation Hub
Kidney Research UK ACE: Acceptance, Choice and Empowerment: A Peer Educator based community project that aims to improve choice and quality of life for pre-dialysis kidney patients.
Northampton General Hospital Chit Chat Maternity Support Group for Parents with a Learning Disability
The Ipswich Hospital NHS Trust FAB – Frailty Assessment Base
Environment of Care
CMFT NHS Perfect Dining Week at Central Manchester University Hospitals
Northumbria Healthcare NHS Foundation Trust Mental Health Services for Older People – Transforming the Inpatient Environment at North Tyneside General Hospital
Pennine Acute NHS Trust “A Family-centred Sensory Experience for Relaxed, Normal Birth”
Plymouth Hospitals NHS Trust Improving Patients’ Sleep – Reducing Light and Noise Levels on Wards at Night
Royal College of Art Future ICU: Improving the Patient Experience of Critical Care
St Lawrence Surgery Personalisation of Care with Children and their Parents/Carers with Additional Needs
FFT & Patient Insight
– Champion
CMFT NHS Perfect Dining Week at Central Manchester University Hospitals
Derby Teaching Hospitals NHS Foundation Trust Making Your Moment Matter
Nottingham University Hospitals NHS Trust Think Drink Project
– Accessibility
Leicestershire Health Informatics Service Friends and Family Test (FFT) Mobile App Solution, Including Patient Experience and Equality & Diversity!
The Ipswich Hospital NHS Trust FAB – Frailty Assessment Base
– Staff
Bolton NHS FT Integrated Staff & Patient Metrics
Northumbria Healthcare NHS Foundation Trust Compassion Based Training – Maternity Services
Tees Esk and Wear Valleys NHS Foundation Trust Staff FFT Initiative
– Primary Care
Leicester City Clinical Commissioning Group Engaging with Asylum Seekers and the Homeless to Commission a New Primary Care Service
Pulborough Medical Group (PMG) Initiative to Design Educational Sessions Supporting our Non Clinical Staff (Practice Receptionist and Admin Staff) in Decision Making
– Other NHS Funded
East London NHS Foundation Trust Collect, Review, Do.
Staffordshire & Stoke on Trent Partnership NHS Trust Using FFT for Improvement
West Leicestershire Clinical Commissioning Group Designing Non-urgent Patient Transport Services
Including Social Care
Northumbria Healthcare NHS Foundation Trust Ageing Well Allies
West London Alliance West London Alliance – Integrated Health and Social Care Hospital Transfer of Care
Innovative Use of Technology/Social Media
Ashford and St Peter’s Hospitals NHS Foundation Trust A Mobile App for Breast Care Patients
Bradford Teaching Hospitals Baby View – Neonatal Intensive Care Video Conferencing Project
Healthy London Partnership NHS Go – A Health app Designed by Young People for Young People
Helen Hamlyn Centre of Design at Royal College of Art, Healthcare Lab, London SlowMO is a digital therapy platform, which uses digital technology to provide self-management tools for people to take control of their lives.
Leeds Teaching Hospitals Trust Leeds Children’s Hospital TV – a 21st Century Approach to Information Giving
NHS North of England Commissioning Support NHS Child Health
Manager/Professional of the Year
Frimley Health NHS Foundation Trust Claire Marshall
Healthwatch Essex David Sollis
Colchester Hospital University Foundation Trust Tammy Diles
Measuring, Reporting & Acting
CMFT NHS Perfect Dining Week at Central Manchester University Hospitals
East London NHS Foundation Trust Collect, Review, Do.
Nottingham University Hospitals NHS Trust Think Drink Project
The Ipswich Hospital NHS Trust Adopt A Ward – Patient Leaders Getting Underneath the Data to Learn and Improve
Partnership Working to Improve the Experience
Bristol Royal Hospital for Children – University Hospitals Bristol NHS Foundation Trust Talk to Us – Having #Conversations
East Lancashire Medical Services Ltd ELMS Clinical Navigation Hub
National Council For Palliative Care Homeward Bound  – A Play and Educational Package  About Relationships, Love, Empathy and Compassion at End of Life
PPL on behalf of West London Alliance West London Alliance – Integrated Health and Social Care Hospital Transfer of Care
The Integrated Care Clinics (TICCS) Diversifying the Skill Mix in Primary Care: ESP Physiotherapy Initiative
Virgin Care Limited Working with Prisoners, Health and Prison Staff to Deliver Improved Experience for Prison Healthcare Patients
Personalisation of Care
ABMU LHB The ‘SPA’ Soothing Patients Anxiety Experience; for Vulnerable Persons, those with a Learning Disability and\ or Mental Health Issues requiring surgical interventions under a General Anaesthetic.
Ashford and St. Peter’s Hospitals NHS Foundation Trust Adopt a Grandparent
Bradford Hospitals End of Life Companion Scheme
Cambridgeshire Community Services NHS Trust Beads of Courage: Making a Difference for Each Child
Northampton General Hospital Chit Chat Maternity Support Group for Parents with a Learning Disability
Serco The Patient Dining Experience
St Lawrence Surgery Personalisation of Care with Children and their Parents/Carers with Additional Needs
Staff Engagement/Improving Staff Experience
Ashford and St. Peter’s Hospitals NHS Foundation Trust Adopt a Grandparent
Northampton General Hospital Compliments Collation: A Recipe for Success
Northumbria Healthcare NHS Foundation Trust Improving Staff Experience and Mental Health
Nottingham University Hospitals NHS Trust Think Drink Project
PPL on behalf of West London Alliance West London Alliance – Integrated Health and Social Care Hospital Transfer of Care
Pulborough Medical Group (PMG) Initiative to Design Educational Sessions Supporting our Non Clinical Staff (Practice Receptionist and Admin Staff) in Decision Making
Strengthening the Foundation
Abertawe Bro Morgannwg University Health Board Growing the Arts to support Excellent Care
Barking, Havering and Redbridge University Hospitals ‘Dying with Dignity’
Caswell Clinic Self Management Group
NHS Coastal West Sussex CCG – CYP Commissioning Team The PACE Setter Award – The Primary Care Quality Mark for Children & Young People’s NHS Services
Northumbria Healthcare NHS Foundation Trust Making 7 Day Services Work in Emergency Care – The Northumbria Way
The Ipswich Hospital NHS Trust Voice4Change – Children & Young People Making a Difference
Support for Caregivers, Friends and Family
Barking, Havering and Redbridge University Hospitals ‘Dying with Dignity’
Bradford Hospitals End of Life Companion Scheme
Plymouth Hospitals NHS Trust Bereavement Cards
Serco The Patient Dining Experience
Surrey and Sussex Healthcare NHS Trust Supporting Carers – Making a Difference
Turning It Around When It Goes Wrong
Northumbria Healthcare NHS Foundation Trust Compassion Based Training – Maternity Services
Plymouth Hospitals NHS Trust PALS Clinics and Welcome Centre in Hospitals
Staffordshire & Stoke on Trent Partnership NHS Trust Using FFT for Improvement
Virgin Care Limited Working with Prisoners, Health and Prison Staff to Deliver Improved Experience for Prison Healthcare Patients
Team of the Year
City Hospitals Sunderland
Frimley Health NHS FT
Northern Lincolnshire and Goole NHS Foundation Trust
Northern Lincolnshire and Goole NHS Foundation Trust
UCLH NHS Foundation Trust
Whittington Health NHS Trust
This Month’s Case Study

The Carers Lounge, Bedford Hospital

Summary

Often hospital is where people find themselves in the caring role for the first time, unsure where to turn. The Carers Lounge is an innovative partnership between Bedford Hospital, CiB, Bedford Borough Council (BBC) and Bedfordshire CCG, established to give carers visiting the hospital a safe, confidential, non-judgmental space where they can find support, information and advice. Support for the carer continues after the patient has been discharged.

The Lounge Coordinator leads a team of support workers and volunteers, specialising in areas of support, including benefits, support for carers of children with additional needs, and for carers of individuals living with dementia. The coordinator keeps records of contact made with carers, which are reported to all stakeholders along with case studies. First fiscal year (2012 to 2103) the Lounge had contact with 427 carers, rising year on year to 2073 carers in 2014 – 2015, demonstrating a substantial impact. These have also been shared with others looking at starting similar projects.

READ MORE HERE….. 

PEN News

Ruth Evans at PEN

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Patient Experience News
Is Journey Mapping the Future of Transforming the Patient Experience?
Shortlist announced for ‘friends and family test’ awards
Local News
Visitor hour restrictions lifted for dementia patients
Cash to help share expertise
Local Hospital Shortlisted for National Award
Radiology
5 tips for rolling patient-centered care into radiology
Overseas News
Sunshine Committee’ spreading hospital cheer
Pharmacy News
Digital health biz encourages retail pharmacy customers to review their patient experience
Technology News
GSK targets COPD adherence with integrated inhaler sensors
Other News
MetroHealth transforms the medical arts with cultural arts
Pharma News
GSK targets COPD adherence with integrated inhaler sensors
Packaging design: how to ensure successful patient outcomes
Novartis launches heart failure social network
Something Different
Patience in the waiting room: to doctors, all patients are first among equals
Articles from our Members
Learning from voices of experience: personal health records

PIF (the Patient Information Forum) have launched a new guide sharing the experiences of people who have first-hand experience of developing or using Personal Health Records.

Personal health records (PHRs) are a digital space for people to record and engage with their health and care information.

With issues such as digital health, self-care and supported self-management dominating current health policy, PIF’s guide shares real life examples of how PHRs could impact people’s health and wellbeing, and change health services.  The PIF guide, Learning from voices of experience: personal health recormds, starts by exploring what sorts of PHRs are available and who might want them. It discuss aspects of PHRs that the people we spoke to highlighted as being the most important, concluding with a checklist of key things to consider.

In the guide Ingrid Bridle, long-term patient and Chair of her GP Patient Participation Group in Tameside, talks about how online access to GP records benefits her:  “Using my GP records gives me such a wonderful feeling of control over my stuff. It’s so liberating being able to make appointments, order repeat prescriptions and see test results for myself. You can do all that through your record.

You can access your GP record 24/7, everywhere in the world. I’ve got an app on my mobile phone that enables me to do this. Once, when I was on holiday in France and I needed to go into hospital unexpectedly, I went in with all the info from my records, which my friend helped to translate.

When explaining record access to people, we should be asking, ‘Would you like to be more independent and not have to keep bothering the surgery to ask for things? Would you like to be able to check whether your referral letter’s actually gone, so you can chase for your appointment if you’ve been waiting for a long time? Would you like to read your consultant’s letter, so you can see whether you understand it and get more information if needed?’

We should also be asking, ‘Would you like a reminder of what your doctor tells you during your consultations – about your medication, for example, so you can take it properly, or what’s going to happen next?’ “

Sue Farrington, Chair of the Patient Information Forum says:  “While researching this guide, it quickly started to feel as if there are two parallel universes. One is inhabited by people who know almost nothing about PHRs and who are uninterested in them. Another, much smaller, universe is inhabited by people who know a great deal about PHRs, people who speak passionately about the potential benefits of PHRs.

We are excited to be able to share the voices of the people who are successfully using PHRs today. We hope our guide can be a starting point for a conversation about how we can make the most of the opportunities they provide to improve our health and health services.”

The guide builds on information in existing reports such as the Royal College of Physicians’ ‘Personal Health Record (PHR) Landscape Review’, 2020health.org’s ‘Personal Health Records: Putting patients in control?’, the Nuffield Trust’s ‘Delivering the Benefits of Digital Health Care’ and PIF’s 2013 Guide to Health Records Access.

PIF’s guide ‘Personal health records: learning from voices of experience’ is available to download for free from pifonline.org.uk here: http://www.pifonline.org.uk/learning-voices-experience-personal-health-records/

Events

Conference:  Priorities for improving patient safety in the NHS: regulation, transparency and whistleblowing

THURSDAY, 26TH JANUARY 2017

CENTRAL LONDON

This conference will provide speakers and delegates with an opportunity to discuss priorities for improving patient safety within the NHS – including safeguarding whistleblowers.  Delegates will assess priorities for the newly formed Healthcare Safety Investigation Branch in dealing with patient safety violations, challenges for developing a standardised approach for reviewing cases of patient death, and the impact of the NHS Improvement’s targets requiring all NHS Trusts to develop a ‘Charter for Openness and Transparency’.

Speakers will discuss next steps for reducing the number of avoidable deaths, the impact of 7-day NHS services on patient experience, and prospects for achieving the Health Secretary’s goal of creating a ‘learning culture’ in the NHS.

To book your place contact:  Anna.Cole@westminsterforumprojects.co.uk Follow us on Twitter @WFPEvents  www.westminsterforumprojects.co.uk

Masterclass: Complaints Handling & Response Letters

Wednesday 8 February 2017
Doubletree, Hilton London, West End, London

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.

For further information and to book your place visit

http://www.healthcareconferencesuk.co.uk/complaints-handling-and-response-letters or email hanisha@hc-uk.org.uk

 

Conference: Hospital Mortality Annual Summit: Mortality Monitoring & Reducing Avoidable Deaths attributable to problems in care- where are we now?

Wednesday 22 February 2017

The Studio Conference Centre, Birmingham

This national Summit will focus on the question of mortality monitoring: where are we now? Through national updates and practical case studies the conference will look at how we can reduce and monitor avoidable deaths in hospitals through a range of measures which will replace the single hospital wide HSMR approach. The various approaches will aim to answer the question of whether a problem in care contributed to death, and how to identify which deaths attributable to problems in care are unavoidable.

For further information and to book your place visit

http://www.healthcareconferencesuk.co.uk/hospital-mortality-annual-summit or email kate@hc-uk.org.uk

Follow the conference on Twitter #NHSMortality

 

Conference: Next steps for IT, data and patient records in the NHS: funding, commissioning and implementing the Wachter Review

TUESDAY, 7TH FEBRUARY 2017

CENTRAL LONDON

Following the launch of NHS Digital and the discontinuation of care.data, delegates at this seminar will consider the priorities for digital health and widening digital participation in the NHS, in line with the National Information Board’s ‘Personalised Health and Care 2020 Framework’.

Attendees will also assess the impact of the Wachter Review, which looks at how IT and electronic health records are used across the NHS, and issues for data security and confidentiality, in light of a recent review by the CQC and the new National Data Guardian.   Further sessions focus on challenges for commissioners and providers to achieve paperless care, including progress made since the submission of Local Digital Roadmaps and Digital Maturity Assessments, using big data to improve health outcomes and expanding the use of patient data in research and clinical trials.

THIS EVENT IS CPD CERTIFIED

To book your place contact:  Anna.Cole@westminsterforumprojects.co.uk Follow us on Twitter @WFPEvents  www.westminsterforumprojects.co.uk

Conference: Learning from Serious Incidents: Implementing the CQC Recommendations

Thursday 23 February 2017
The Studio Conference Centre, Birmingham

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-recommendations or email hanisha@hc-uk.org.uk

Follow the conference on Twitter #NHSSeriousIncidents

 

Measuring & Monitoring Patient Safety: Patient Safety Surveillance in Real Time

Friday 10 March 2017
De Vere West One Conference Centre, London

This conference focuses on measuring and monitoring patient safety in your service, including real time surveillance of patient safety concerns. Through national updates and practical case studies the conference will support you to develop the systems, metrics and culture to monitor and improve patient safety.  The conference will have an extended focus on the patient role in monitoring safety, developing systems to capturing, and learning from Patient Reported Safety Concerns, and the use of patients in real time surveillance of patient safety issues. The afternoon will focus on real time patient safety monitoring around key safety domains such as falls, mortality, staffing and medication safety.

For further information and to book your place visit

http://www.healthcareconferencesuk.co.uk/measuring-and-monitoring-patient-safety-surveillance-in-real-time or email  kate@hc-uk.org.uk

Follow the conference on Twitter #patientsafetymonitoring

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.)

 

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

 

Measuring, Understanding and Acting on Patient Experience Insight

Friday 24 March 2017
De Vere West One 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 s or email hanisha@hc-uk.org.uk

Follow the conference on Twitter #PatientExp

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.)

 

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

Tuesday 25 April 2017
De Vere West One 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  kate@hc-uk.org.uk

Follow this conference on Twitter #NHSComplaints

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.)

Improving Outpatient Services: National Summit

Wednesday 26 April 2017
De Vere West One Conference Centre, London

This national summit aims to bring together leaders of outpatient services to focus on improvement and the delivery of outstanding outpatient care and experience. The conference opens with an update from the National  Digital Outpatients programme which aims to use digital solutions to empower patients to access outpatient services via their phones, laptops or tablets from checking test results to remote speech and language therapy (NHS Improvement 2016).  The conference continues with an extended in depth masterclass which will include interactive group work focusing on Improving, capacity, access, patient flow and waiting times in outpatient services. Further sessions will focus on improving patient experience, improving outcomes in outpatient services and the developing role of virtual outpatient clinics in reducing pressure on outpatient services.

For further information and to book your place visit

http://www.healthcareconferencesuk.co.uk/improving-outpatient-services or email nicki@hc-uk.org.uk

Follow this conference on Twitter #Outpatients

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.)

 

In-depth legal masterclass: Informed Consent After Lanarkshire

Friday 12 May 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.   All delegates will have the opportunity to discuss their own areas of concern with an experienced healthcare lawyer.

For further information and to book your place visit

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

Useful Resources
In case you missed it
Soapbox: Caring Doesn’t Just FEEL Good—It DOES Good!
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