September Newsletter

PENLetter September 2015
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PENLetter September 2015 Issue 25

Welcome to the Patient Experience Network Newsletter.

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, pharmaceutical organisations continue to have a high profile, exploring how to improve the patient experience.  We also see a focus on noise and what several organisations are doing to address this, to improve the experience, plus a couple of articles concentrating on staff wellbeing and experience.

As promised in our last newsletter, we have prepared our Winning Principles and working with NHSIQ and the Picker Institute we are embarking on a series of webinars to showcase these principles and share what is working well.

These webinars commence on 29th September, 12-1pm for the following six weeks.  For further details and to register your place please go to 

You are welcome to join any or all webinars: 

29th September  
6th October
13th October
20th October
27th October
3rd November

On these webinars you will have the opportunity to learn from previous PEN Award winners as they share their experience and examples of best practice.

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


This Month's Case Study

Staff Engagement the WWL Way
Wrightington, Wigan and Leigh NHS Foundation Trust

The Organisation

Wrightington, Wigan and Leigh NHS Foundation Trust is a major acute trust serving the people of Wigan and Leigh. Innovative and forward thinking, the trust is dedicated to providing the best possible healthcare for the local population in the Wigan Borough and surrounding areas.

The Trust aims to continuously provide safe quality care to all patients. Over £220 million is spent each year on a diverse range of reputable general and specialist acute services.

The Trust has three hospital sites, a state-of-the-art outpatient's centre, a dedicated Ophthalmology centre and offices located at Buckingham Row in Wigan town centre. The Trust employs approximately 5000 staff.


The “WWL Way” is a vision for understanding, implementing and embedding sustainable staff engagement in Wrightington, Wigan and Leigh NHS Foundation Trust (WWL). It has grown out of a long history of successful staff engagement initiatives that have delivered positive outcomes to staff and patient care, and has developed into an evidence-based measureable pathway model and robust strategy for staff engagement.
Our long term objective is to embed a sustainable positive organisational culture, through strong leadership and by giving staff at all levels the information, tools and encouragement they need to self-sufficiently enhance engagement throughout WWL.

Our forward-thinking approach to staff engagement has already received national attention because of our “gold standard example of a systemic and sustainable programme to improve staff engagement and satisfaction” (HPMA). We believe our approach has the transferability to make a huge impact on the wider NHS.

Read more

PEN News

To keep in touch with our latest news, follow our Twitter feed @PEN_NEWS - this is where we share the good things going on in healthcare. You can also join our LinkedIn group PENFriends.

Quotes from PEN and PEN Awards Twitter

is looking for a lay member of Individual Patient Treatment Panel - get in touch!

I enjoyed this article re Patient Education/Marketing Report: Revolution via - a good read!

About half of patients woken up for vitals checks don’t need to be, according JAMA Internal Medicine via


webinars 12-1 from Tue 29Sept for 6 weeks showcasing PENNA finalists & winners: with



Articles From Our Members

NHS customer service forget about process - it's about emotional engagement by Lilith Arevshatian 

New online toolkit to help you plan, sustain and spread your improvement work 

The Health Foundation has launched a new online Communications in health care improvement toolkit to support health care professionals working on quality improvement projects.
The toolkit is a useful resource for those who want to understand and use communications to better plan, implement and spread their improvement work.
It contains guidance, resources and tips to share learning, engage stakeholders and spread success stories and evidence.
The toolkit includes four sections on: planning for success, getting started, sustaining interest and spreading your work. You can work through the four sections or dip into particular parts of the toolkit that you are most interested in.
No previous experience of communications is required to use this resource. 

Information as Therapy – a new paper from Mark Duman, founder of the Patient Information Forum

In this paper, Mark Duman argues that we need to recognise information as a therapy and sets out a 5-point plan for healthcare providers.

“The evidence shows that information and support improve outcomes, so not providing such ‘therapy’ must be considered sub-standard care.”

Mark Duman co-founded the Patient Information Forum (PiF) in 1997 and has been tirelessly campaigning for high quality information to be fully integrated into health care delivery. He is a Non Executive Director of PiF.

Link to access:

Don’t forget PENNA2015 is open for entries...

And we are looking forward to an exciting year of celebration.  We have two new award categories to recognise the importance of involving and engaging the public, plus the need to be able to address issues effectively when something goes wrong.

Please go to for further information. 


Other important dates for your diary:

  • 4th November 2015 - PENNA2015 closes for entries
  • 2nd December 2015 - Finalists announced
  • 2nd March 2016 Awards Conference – hold this date in your diaries! 
  • The National NHS Complaints Mangers Forum - Autumn Conference
Friday 2 October 2015 - Salford Royal Hospital, Manchester

The conference runs from 10.30am until 3.30pm and speakers include representatives from Monitor, The Ombudsman, Action against Medical Accidents, Chartered Quality Institute and IFF Research.

The conference is free for members to attend. The Forum membership is also free and has over 570 members from most Trusts, CCGs and CSUs around England as well as a few members from Councils, Private organisations with NHS Contracts, the Regulators, Patient Representative Organisations and Conciliation Services.

Non members who would like to join should contact John Dale at
  • Making it happen: using patient experience outcomes in planning local NHS care
Tuesday, 13 October 2015 from 11:00 to 12:00 (BST)

Nikki Thomas and Tobin Savage, are determined to create better care by joining up patient feedback and this assurance process. How can it be done?

Join us if you would like to find out about the assurance process, contribute your ideas and experiences and make a difference in your own local area.

  • Expert Witness Intensive Training Course: 2 Day
Thursday 15 October 2015 — Friday 16 October
Hallam Conference Centre, London

Giving evidence can be challenging and this course is designed to support you in your expert witness role. A solid awareness of procedures and etiquette and knowledge of what to expect from the courts will help to increase your confidence, particularly when responding to the demands of a courtroom appearance.

The course offers you the opportunity to practice your courtroom skills and provides support and feedback to enable you to improve your performance.

For further information and to book your place visit
or email

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.)

  • Improving Patient Experience & Efficiencies using Lean 6 Sigma: Two Day Intensive & Interactive Workshop
Tuesday 20 - Wednesday 21 October 2015, Manchester
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 or email 

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 22 October 2015, Manchester
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 or email 

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.)

  • Always Events®: A positive approach to Improving Patient Care
Thursday 22 October 2015, Hallam Conference Centre, London

The conference will provide a guide to always events methodology and learning from case studies of those who have successfully implemented always events in their service.

There will be an update on national developments from NHS England, the IHI and the Picker Institute and a look at the development of the  always events® recognition programme led by IHI and Picker Institute.

For further information and to book your place visit or email 

Follow the conference on Twitter #alwaysevents
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

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.


  • Webinar series from Captive Health: Better Informed. Better Care. Better Outcomes.

The Perfect Patient Survey: Nigel Marriott – Royal Statistical Society Fellow Click to register your interest in the series…
Tuesday 17th November 2015 The Perfect Staff Survey: Andrew Cockayne – Managing Director Captive Health  Click to register your interest in the series…
Reinvigorate your approach and catalyse change in the NHS: share transformational strategies and innovative solutions to productivity, efficiency and outcomes 
This series of webinars are the perfect vehicle for you to assess how you can be working differently to deliver the transformational change needed to sustain quality and meet the productivity challenge. 

The Better Informed, Better Care, Better Outcomes series of webinars will share new ideas and successful practical strategies.  The aim is to help Trusts and CCGs strengthen their ability to unlock savings by connecting staff and patients with information to make better decisions.
Why should you participate? 
From the comfort of your desk, these 1 hour masterclasses will share novel approaches from leading thinkers and practical strategies from pioneering Trusts in the NHS.  Take away new ideas and arm you with a toolkit of strategies that will help re-energise your efforts to make savings, boost quality for patients and staff alike and ultimately deliver better outcomes.

What will you take away? 
Now more than ever, it is critical for leaders in the NHS to fundamentally re-think how they deploy resources and manage their services.  Underpinned by the principle Better Informed, Better Care, Better Outcomes; this series of webinars will guide you from strategy right through practical delivery; and will shine a light on how NHS organisations can:

  • Stimulate productivity: develop real world solutions to boost engagement from your workforce to drive efficiency
  • Tackle demand: educate and galvanise your patient population to engage with healthcare services in a different way
  • Effectively unlock savings by connecting people with information to make better decisions
  • Deliver an ‘intelligent’ change management strategy: measuring and monitoring to ensure resources and efforts are deployed effectively

  • 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  or email
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
or email 
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 or email  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

or email

Follow the conference on Twitter #NHSComplaints

Follow us on twitter Linkedin
Contacts and information
PEN Key contacts
Ruth Evans 07798 606610
Louise Blunt 07811 386632

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