September 2016 Newsletter

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Welcome to the Patient Experience Network Newsletter
PENLetter September 2016
Issue 36
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Note from Ruth Evans

 Following a summer break we have a bumper issue this month with a huge range of thought-provoking patient experience news. 
 
Over the last two 
weeks we have seen a couple of articles exploring the impact of race on experience. There has always been a belief that ethnicity and deprivation influences response to surveys and, in particular, satisfaction and experience ratings, so these are particularly interesting: http://www.ajmc.com/newsroom/racial-differences-in-patient-care-experiences and http://medicalxpress.com/news/2016-09-south-asian-patients-worse-gp.html.  Something to consider perhaps when reporting and comparing scores. 
 
Another article challenges the links between patient experience and outcomes: http://www.beckershospitalreview.com/quality/hospitals-with-high-patient-experience-star-ratings-don-t-have-better-outcomes-new-analysis-finds.html. Our experience, together with that of the hundreds of case studies we see through our patient experience awards programme, would suggest that there
are huge benefits to improving the patient experience. However, this is a provocative perspective nevertheless.
 
At our awards event in March 
2016 we were delighted to see physiotherapy so well represented amongst both finalists and winners. With such a great participation it is only right that this month’s case study features Bringing Patient Care Closer to Home in Wyre Forest with TICCS – The Integrated Care Clinics. 
 
For 
Leadership we have two articles to share: one looks at 4 Ways Leaders Can Indirectly Influence Patient Experience and the second one demonstrates the role of leaders to create a culture that focusses on Patient Experience: One Person at a Time.
 
The important role of loved ones/caregivers/advocates is frequently mentioned across many of the articles included in this month’s newsletter including a powerful piece by Amplion which reveals the caregiver who accompanies the patient during an overnight hospital stay is far more critical in judging patient satisfaction. Volunteers are also mentioned regularly in this month’s edition, including for example to make the hospital a friendlier environment and to support
end of life care.  
 
Continuing our focus on General Practice in this issue we have included two relevant articles for this area of care – a focus on the critical role of the receptionists and why complaints should be welcomed. 

Don’t forget to check out the forthcoming events – there is almost too much choice. I am a huge fan of Always Events so one not to miss is Always Events® UK Summit: A positive approach to Improving Patient Care on Wednesday 30 November 2016. PEN have been invited to join the National PROMs Summit 2016 on Wednesday 7 December 2016 and, of course, please put our
very own Best Practice Conference and Awards event into your diary – 21st March 2017, in Birmingham! 

Finally, I would like to say a few words in memory of Kate Granger. Kate and her husband Chris Pointon have touched so many people and I am proud to have been a “twitter friend”. We will miss her drive and powerful message but know that her legacy will continue. Jason Wolf of the Beryl Institute has captured so eloquently what so many people feel: Hellomynameis- An idea at the heart of the experience movement

All the best

Ruth

 

PENNA2016:

PENNA2016 is now OPEN for entries


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 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

Bringing Patient Care Closer to Home in Wyre Forest
TICCS – The Integrated Care Clinics
 
This project stands out as it has made a real difference to the patient population of Wyre Forest CCG, their friends and carers. Of those managing long-term conditions, very few are referred back into the service with the same problem in a 12 month period.

The critical success factors have been:

  • Strong Leadership throughout
  • Implementation of innovative technology to bring care even closer to home via our Patient Portal
  • Service design having regard to needs of local population to ensure the service is truly accessible
  • Reduction in DNA rate to improve service efficiency and appointment availability
  • Improved communication between GPs, clinicians and ESPs

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
 
 

4 Ways Leaders Can Indirectly Influence Patient Experience



Patient Experience: One Person at a Time



 


Patient Experience News
 


Patients May Not be a Hospital's Only Important Customer, New Amplion Study Finds





Identifying Approaches to Improve the Patient Experience







Seven Things to do with Patient Experience Data




Patient Engagement: Happy Patients, Healthy Margins



Hospitals with high patient experience star ratings don't have better outcomes, new analysis finds

 


Local News
 



Dedicated volunteers making SWAH the friendly hospital






Hospital hosts first listening event to improve patient care





Shropshire NHS awards: Julie Lock helping families cope with hardest of times




General Practice/Dental


3 ways patient complaints benefit your practice





Unhelpful GP receptionists lead to lower patient satisfaction scores






Overseas News


Cleveland Clinic CXO: Improve doc communication skills for a better patient experience


9 Questions Your Doctor Wishes You’d Ask


 



Technology News



Do Health IT Tools for Patient Engagement Improve Satisfaction?



How to improve patient experience in real time




New research shows that the internet can enhance patient experience through social support groups.



Cleveland Clinic exec: We need better engagement, not more apps




Other News


Tips for Communicating with Empathy




Pharma News


Why Medical Education Needs More Creativity





Something Different


Dementia: New training gives staff sense of patients' experience




In Memory


#Hellomynameis--An idea at the heart of the experience movement


 


Articles From Our Members
 




 

The Power of people: Five inspiring films showcasing health care innovation

The Health Foundation’s award-winning series of five short films, the Power of people, demonstrates what can be achieved when people working in the health service are given the time and support to innovate. 

We supported the life-changing projects shown in these films and we are incredibly proud of their achievements. We hope they inspire you and encourage you to share them.

Watch our short films: www.health.org.uk/powerofpeople

Pills shines a light on an initiative which has successfully reduced medication use for care home residents, saved money for the NHS and changed the lives of patients, families and staff.

www.health.org.uk/pills

Flo introduces a telehealth system with a big personality, which uses text messages to support people to manage their own health. Winning Haelo Film Festival’s Film of the Year and a Gold International Independent Film Festival award, Flo has been used by 30,000 people and 70 organisations in the UK. 

www.health.org.uk/flo

Recovery college tells the story of a safe, supportive space where people with mental health problems are helped by peers as they learn to manage their own recovery.

www.health.org.uk/recovery-college

Gold Line is a deeply moving account of the vital care given to people in their last year of life. Through Gold Line, senior nurses provide 24/7 telephone support for people living with terminal illness, as well as their carers.

www.health.org.uk/gold-line

Bottoms up 
is the uplifting story of a trust in Northern Ireland where people at all levels are supported to innovate to improve care, completely transforming the culture of the trust.

www.health.org.uk/bottoms-up


Free Online Health and Care Improvement Course

CLICK HERE FOR MORE INFORMATION...


Events

Masterclass: Civil Medical Expert Witness Report Writing & Courtroom Skills

Thursday 13 October 2016
Hallam Conference Centre, London

Medical expert witnesses are under increasing pressure to write better reports, for less money and in shorter spaces of time.

This training day will ensure you are fully up to date with all the latest Civil Procedure Rules (CPR) Changes and Civil Justice Council Guidance on expert evidence. It will also take you through key case law in relation to personal injury and clinical negligence, along with a recommended report format.  

For further information and to book your place visit

http://www.healthcareconferencesuk.co.uk/civil-expert-witness-report-writing-training-course 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.)



Effective Discharge Planning and Practice
Wednesday 19 October 2016
Hallam Conference Centre, London

 
Following the May 2016 Ombudsman Report of investigations into unsafe discharge from hospital, and the 1st December 2015 NICE national guideline on the Transition between inpatient hospital settings and community or care home settings for adults with social care needs, this conference focuses on improving discharge planning and practice and meeting the new recommendations in practice.

The new guideline calls for continuity of care for people being transferred from hospital. Hospitals should ensure that any pressure to make beds available does not result in unplanned and uncoordinated discharges. In addition, hospital and community teams should work together to tackle factors that could prevent a safe and timely transfer of care from hospital.

For further information and to book your place visit
http://www.healthcareconferencesuk.co.uk/effective-discharge-planning or email hanisha@hc-uk.org.uk
Follow this event on Twitter #DischargeNHS

 

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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