September Newsletter 2017

Welcome to the Patient Experience Network Newsletter
PENLetter September 2017
Issue 47
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Welcome to this month’s PENLetter

We have collated all the current and inspirational patient experience news into one place.

Welcome to the September edition of our PENLetter! 

After a short summer break, please find below another newsletter packed with interesting patient experience news!

My personal favourites this month include the Framework for improving joy at work – something that is close to my heart, plus two experiential

articles, one looking at how better understand the dementia experience and one looking at the use of technology to be able to empathise with the Parkinson’s experience.

With so many interesting events it looks like there is something for everyone over the coming months, not least our PEN National Awards on 1st March 2018 – please put this date in your diary!  And we are co-presenting with NHS England at two webinars looking at How to win a PEN Insight award.  For more information about our events please go to the events section, and for information about this year’s awards please go to PENNA2017.

Enjoy the read.

Ruth

PENNA 2017 AWARDS
PENNA2017:

PENNA2017 is open and the entries are already starting to come into the office!   We are looking forward to another truly amazing year focussing on what is working well to improve the experience of care.

We will have all of our usual categories as well as an exciting new category for this year  – Patient Experience Advocate of Tomorrow.  In this category we will welcome student generated projects or proposals designed to enhance patient or service user experience.  We are absolutely thrilled to be partnering with Liverpool John Moores University on this exciting new category.

As last year we are also partnering with the NHS England Insights team to celebrate the great work to improve the experience using insight.  For this category we are planning a webinar to share news about last year’s winner, ThinkDrink from Nottingham University Hospitals NHS Trust information, explore what made this year’s winners stand out together with some tips about what the judges look for.  This webinar will be run on 3 October (12:30) and 19th October (15:00)

Our awards conference and ceremony will be on 1st March 2018 in Birmingham.

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

 

This Month’s Case Study
City and Hackney Innovation Fund

NHS City and Hackney Clinical Commissioning Group (CCG) is an NHS organisation.

We want our services to reflect our local populations and their needs which is why local residents and patients are involved in all our decisions.  Our plans and ideas are based on us talking to patients and members of public, as well as local GPs who form our membership.

General Summary

The Innovation Fund is a £400k fund that was set up by the City and Hackney Clinical Commissioning Group (CCG) to identify community-based innovative ideas that have the potential to deliver significant improvements in the health and wellbeing of City and Hackney residents. Twenty-seven projects have received funding to test new and innovative ways of improving the health and wellbeing of local residents. A third round of the fund, focused on mainstreaming and scaling successful ideas as well as making them sustainable, has just launched.

 READ MORE HERE….. 

PEN News

Ruth Evans at PEN

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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.
Leadership News
6 steps to improve patients’ experience in your organization
Patient Experience News
Cultural Barriers Limit Immigrant Patient-Provider Interactionsions
Health Care Providers Can Use Design Thinking to Improve Patient Experiences
Nurse Staffing Key to Patient Satisfaction with Pain Management
Local News
Nottingham’s hospitals encourages others to ‘Think Drink’ ahead of surgery
One of the UK’s first virtual GP surgeries has just opened in Bristol
General Practice / Dental
Did I understand you correctly, doc?
Radiology / Radiography
Happy staff, happy patient: empowering radiology staff for a better patient experience
Engage Employees, Improve Radiology Patient Experience
Overseas News
Better patient experience linked to lower mortality
Here’s How Kaiser Permanente Is Using ‘Health Hubs’ to Test Patient Experience Innovation
Patient Engagement in Follow-Up Reduces Hospital Readmission
Technology News
Overcoming lack of empathy with technology
Other News
Using Home Health Care to Improve the Patient Experience
Pharma / Clinical trial News
How to design a better clinical trial with the patient experience in mind
Something Different
Dementia simulator: Get ready for disorientation
Articles From Our Members
The Health Foundation, an independent charity committed to bringing about better health and health care in the UK.
£1.8 million available under our Behavioural Insights Research Programme. This researcher-led open call aims to support up to eight multidisciplinary research teams to generate new knowledge of what can motivate people to act in more efficient and less wasteful ways in UK health care services.
The deadline for applications is 12:00 noon, Friday 20 October 2017.

Information about our previous work on the programme is on our website.

Find out more and apply: www.health.org.uk/behavioural-insights

Events
Measuring & Monitoring Clinical Quality

Friday 22 September 2017
De Vere West One Conference Centre, London

Chaired by Andrew Corbett-Nolan Chief Executive at the Good Governance Institute, this conference focuses on measuring and monitoring clinical quality in line with the findings outlined in the 2017 Care Quality Commission publication ‘The State of Care in Acute Hospitals’.  You will have the opportunity to network with colleagues who are working to measure, monitor and improve clinical quality and reflect on the perspectives of organisations which the CQC has rated as outstanding

For further information and to book your place visit

http://www.healthcareconferencesuk.co.uk/measuring-and-monitoring-clinical-quality or email hanisha@hc-uk.org.uk

Follow the conference on Twitter #NHSQuality

A 20% discount is available which can be claimed by quoting ref: hcuk20spkr

 

Learning from Serious Incidents: Implementing the National Guidance on Learning from Deaths

Monday 25 September 2017
De Vere West One Conference Centre, London

In March 2017 the National Quality Board has published National Guidance on Learning from Deaths providing a framework for NHS Trusts on identifying, reporting, investigating and learning from deaths of people in their care. This national conference looks at the practicalities of Serious Incident Investigation and the investigation of deaths in light of the new national guidance.

For further information and to book your place visit: http://www.healthcareconferencesuk.co.uk/serious-incidents-cqc-recommendations or email nicki@hc-uk.org.uk Follow this conference on Twitter  #NHSSeriousIncidents

A 20% discount is available which can be claimed by quoting ref: hcuk20spkr

 

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

Friday 29 September 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.

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 nicki@hc-uk.org.uk

Follow this conference on Twitter  #patientsafetymonitoring

A 20% discount is available which can be claimed by quoting ref: hcuk20spkr

 

Investigation of Deaths in NHS Trusts: Implementing the NQB & CQC Recommendations

Monday 2 October 2017
De Vere West One Conference Centre, London

The National Guidance on Learning from Deaths was released by the National Quality Board in March 2017, following recommendations for NHS Trusts by the CQC released in December 2016. This national conference focuses on improving the investigation of deaths in NHS Trusts in line with these recent recommendations.

For further information and to book your place visit:http://www.healthcareconferencesuk.co.uk/investigation-of-deaths-in-nhs-trusts or emailkate@hc-uk.org.uk

Follow the conference on Twitter #CQCDeathsreview

 

How to win a PEN insight award

Tuesday, October 3, 2017

12:30 pm   1 hr

Hear from last years winners and learn what made them stand out; this webinar will include some of the feedback from judges and the Winning Principles.  To book your place register here

 

Autumn Conference 2017

Friday 13th October 2017, Liverpool

The autumn conference will be at The Walton Centre NHS Foundation Trust, Liverpool on Friday 13 October 2017. It will be held in the Lecture Theatre in the Sid Watkins Building on the site and a plan of the site will be attached to the Agenda. The site is five minutes’ walk from Fazakerley Railway Station, Liverpool.

 

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

Monday 16 October 2017
De Vere West One Conference Centre, London

The recent CQC review highlights the importance of effective complaints investigation and ensuring the learning from complaints is embedded within the service. Chaired by Geoff Delissen Senior Policy Officer (Complaints) Department of Health this conference will provide a practical guide to handling, investigating, responding and learning from complaints in health and social 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 the conference on Twitter #NHSComplaints

 

CHANGE day

Thursday 19th October 2017

 

Webinar How to win a PEN insight award

Thursday, October 19, 2017

3:00 pm    1 hr

Hear from last years winners and learn what made them stand out; this webinar will include some of the feedback from judges and the Winning Principles.  To book your place register here
#EngageWell: Patient and public engagement on social media

Tuesday 7 Nov 2017, Liverpool

Listening 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

REGISTER NOW

 

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

hanisha@hc-uk.org.uk

 

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 emailhanisha@hc-uk.org.uk

 

Policy priorities for urgent and emergency care services

Thursday, 16th November 2017 Central London THIS EVENT IS CPD CERTIFIED

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 contactsophie.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-hospitalor 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 emailhanisha@hc-uk.org.uk

 

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    

Useful Information
IHI Framework for Improving Joy in Work
Leading Large Scale Change
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)
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