PENLetter December 2016

Welcome to the Patient Experience Network Newsletter
PENLetter December 2016
Issue 39
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Merry Christmas from the PEN team!
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
There is so much to be celebrated in the news over the last month or so, with some really interesting articles.Two of my favourites are simple ideas that really can make a big difference to a patients experience!
1. random Acts of Flowers who deliver encouragement to Stanford Hospital patients by collecting unsold flowers and re-distributing them, and

2. a children’s health service partners with a transportation service to enhance the experience – a thoughtful idea with so much potential.

This month the Beryl Institute have released 8  “Guiding Principles for Patient Experience Excellence”  We have included them in our Leadership News section as this must start with the leaders and are listed below:

  1. Identify and support accountable leadership with committed time and focused intent to shape and guide experience strategy
  2. Establish and reinforce a strong, vibrant and positive organizational culture and all it comprises
  3. Develop a formal definition for what experience is to their organization
  4. Implement a defined process for continuous patient and family input and engagement
  5. Engage all voices in driving comprehensive, systemic and lasting solutions
  6. Look beyond clinical experience of care to all interactions and touch points
  7. Focus on alignment across all segments of the continuum and the spaces in between
  8. Encompass both a focus on healing and a commitment to well-being

In Patient Experience News we have found four great items including another article about communication – this time focussing on empathy.   This was also covered in one of the sessions at the recent PROMs summit where Prof Simon Rogers led a conversation about the importance of empathy in the consultation.  It made me think about how we may think we are being empathetic but not fully understanding what it means – two brilliant resources to help better understand empathy are:  Its not about the nail and Brené Brown on Empathy

Board members taste test the patient food in an article included in the Local News section – fantastic!   And so much more in our other sections.

Finally Nicky Beecher is interested in hearing about anything you are doing to improve the carers’ experience – see Questions from our members for our members for full details.

Wishing you a wonderful festive season.

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.

PENNA2016:

This is a very exciting month for us as not only is it Christmas, but we have also been receiving entries for PENNA2016.  We can already see the calibre of the entries is extremely high giving our judges a tough challenge!  All bodes well, however, for an incredible celebration on 21st March 2017!

In the period 9th December -19th December our judges are reviewing submissions so our shortlist will be announced 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 attend please use the following link: www.regonline.co.uk/PENNA2016Registration

This Month’s Case Study
South Tyneside NHS Foundation Trust
Bringing Patient Experience Closer to Home

The Introduction of Using Entonox in the Community for Children Facing Distressing and /or Painful Procedures

Summary
When children experience pain or discomfort, during nursing interventions, cause distress for all involved.  This may lead to fear, anxiety and potential long term problems. We sought to reduce these issues by introducing the use of 50% Nitrous Oxide 50% Oxygen (Entonox) when undertaking invasive nursing procedures in children in the community.  On investigation we found that this is not done by any other children’s community nursing team in the country.

READ MORE HERE…

PEN News

Ruth Evans at PEN

998 followers
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following 408 people
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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
Guiding Principles for Patient Experience Excellence Shared by The Beryl Institute
Patient Experience News
A Simple Way to Measure Health Care Outcomes

Doctors need to replace sympathy and compassion with broader skill of empathy

Why Patient Satisfaction is More Than “Making Patients Happy”
What is Experience? The Moments That Patients Remember Most
Overseas News
Giving Patients an Active Role in Their Health Care
Hospital Companions Can Ease Isolation For Older People
How 1 nurse practices being present with patients

Health profession students collaborate to improve patient care

Hospitalists transform patient care at NYU Lutheran
Technology News
Westchester Medical Center Health Network to Deploy MediNav Across its Campuses
Other News
Healthcare Actors Are Always On Stage! (What are your patients hearing when you think they’re not listening?)
Something Different
Nemours Children’s Health System partners with RoundTrip to enhance patient transportation services
Random Acts of Flowers delivers encouragement to Stanford Hospital patients
Articles from our Members
Leadership programme GenerationQ is now open for applications
The Health Foundation are looking for 18 senior health care leaders from across the UK to join our leadership programme GenerationQ.

GenerationQ is a part time, fully-funded leadership and quality improvement programme for senior leaders from health care practice, policy and the charity sector. It is designed to equip its Fellows with the skills and techniques to drive forward and influence improvements across services and organisations.

The programme aims to create a network of skilled and effective leaders who are able to have an impact on improving quality of care beyond their immediate sphere of influence.

Fellows achieve a postgraduate Fellows achieve a postgraduate certificate in Leadership (Quality Improvement) from Ashridge Executive Education.

Deadline for applications is 12 noon, 23 January 2017. If you are interested in applying visit www.health.org.uk/generationq

Questions from our members for our members.
Dear Acute Trust Colleagues,

Do any of you do anything specifically around Carers experience? For example do you have a specific survey for Carers, do you run any Carer’s focus groups, do you have a Carer’s lead at your trust?

We are reviewing what support we offer and how we monitor the experience of Carers at UHB – anything you have that you could share would be much appreciated.

Happy to share what we come up with too, if any of you are interested in this?

Contact me via email:  Nicky.Beecher@uhb.nhs.uk or Tel: 0121 371 4724

Kind Regards

Nicky Beecher

Patient Experience Manager – University Hospitals Birmingham NHSFT

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

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.

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

Follow the conference on Twitter #PatientExp

 

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
New report on whole system flow in health and social care  In all parts of the UK there is an increased emphasis on health and social care organisations working
together to tackle the quality and productivity challenges that all systems are facing, and to ensure that care is ‘genuinely coordinated around what people need and want’.

Improving the flow of patients, service users, information and resources within and between health and social care organisations can have a crucial role to play in coordinating care around the needs of patients and service users, and driving up service quality and productivity.

Poor flow is not only a source of significant waste and delay, but it can also be devastating for patients and service users and deeply frustrating for people working in health and social care.

The Health Foundation and AQuA’s new report, The challenge and potential of whole system flow, draws on over 20 examples from across the UK and internationally. It outlines an organising framework and tested methods that local health and social care leaders can use to improve whole system flow.

Read the report: http://www.health.org.uk/publication/challenge-and-potential-whole-system-flow

In case you missed it
Its not about the nail
Brené Brown on Empathy
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South Tyneside NHS Foundation Trust

Bringing Patient Experience Closer to Home

The Introduction of Using Entonox in the Community for Children Facing Distressing and /or Painful Procedures

Summary

When children experience pain or discomfort, during nursing interventions, cause distress for all involved.  This may lead to fear, anxiety and potential long term problems. We sought to reduce these issues by introducing the use of 50% Nitrous Oxide 50% Oxygen (Entonox) when undertaking invasive nursing procedures in children in the community.  On investigation we found that this is not done by any other children’s community nursing team in the country.

The initiatives objectives were therefore clearly identified from the start: Our aim was to find a solution which could be utilised in all invasive treatments, preventing pain, discomfort and distress for patients, families and team members. The outcome would be person centred, subjective and qualitative, with the experience of the child, family and team members determining if the initiative had been a success or not.  It is envisioned that the initiative would make a sustainable difference as Entonox could be used for many children with varying nursing requirements on a long term basis.  All competencies, and guidelines developed are easily transferable to other teams and organisations and can be easily disseminated.

 

Rationale

The ‘Eureka’ moment in regards to the use of Entonox in the community was during the insertion of a nasogastric tube (NG) to one child known as Joe. Joe has undergone dialysis, he required twice weekly injections and found that the NG experience was one procedure too many. Joe is 5 years old.  Joe became so upset and distressed, he was inconsolable.  This caused mistrust towards the professional, breaking down an established relationship.

Following a staff supervision session we analysed the situation and sought potential solutions.  We considered sedation but felt this was too risky within the community.  We acknowledged we have the use of Entonox in the hospital therefore our initial plan was to meet Joe and his Mum in hospital.  He self-administered Entonox and was given distraction whilst the tube was inserted much more easily. Joe was given 10 minutes to play following the procedure and was then allowed to go home. His mum commented she wished that could be done at home where he could watch his TV and feel more comfortable. Hospitals still scare Joe. This became the challenge for our team.

 

Planning & Delivery

The process began by consulting the expertise of the pain control specialist nurse within the Trust. Through joint working and training we (the two teams) decided to look into the pros and cons of using Entonox on children in their own homes for any distressing procedure.

The use of Entonox is a universally established practice within community midwifery services and within our trust has been used for over 30 years.  It has been found to be a safe and effective method of pain relief with a low incidence of adverse effects and a quick recovery time (Kanagasundaram S, Lane L, Cavalletto B, Keneally J and Cooper M 2001).

We carried out a risk analysis and the team underwent training and completed competencies, whilst being supervised and supported by our specialist colleagues. We contacted, by post, the entire directory of Community children’s nurses in the United Kingdom to ask of their experiences, in this regard. 98% of respondents stated they did not routinely use Entonox in the Community, but were greatly interested to learn from our experiences.

Practical problems we envisaged included:

  • The cost of equipment
  • Storage of equipment
  • Car insurance & transportation
  • Prescribing, patient group directives and consent
  • Staff training
  • On-going costs

The cost of the equipment was £400 which included 2 cylinders, the release valve, a carry bag and a box of disposable masks. The child keeps their own mask and this can be reused, for on-going painful dressings or procedures. The cylinders are stored in our clean utility storage cupboard which is locked and accessed by the CCN team only.

All staff have business use for work on their car insurance and as long we notified our insurers of the potential of carriage of medical gases, no one incurred any additional cost. We were asked to display a sign in our cars when carrying medical gases.

The senior nurses within the team can all prescribe so this is prescribed as either a ‘once only’ or ‘as required’ dose; however, a Patient Group Directives (PGD) was also developed in collaboration with the pharmacy department to enable Staff Nurses to still use entonox on the rare occasion a nurse prescriber is unavailable. Staff training was completed through multiagency working with the pain nurse specialists and the use of the medical representative. Hand-outs, written materials and competency sheets were undertaken by all staff. Consent of the family and\ or child is documented within the nursing notes.

On-going costs will be monitored, but are felt to be minimal and cost effective in regards to patient comfort, compliance, prevention of re-admission/re-attendance at hospital and long term outcomes of trust for the child. On-going audit will be more of a comparison of the child’s previous experience and patient satisfaction is gauged both formally and informally. We observe comments made by the child and family and also issue patient satisfaction questionnaires on a rotational sequence. Since we have started this process we have discussed this with the tissue viability team and they are considering introducing this method of pain relief throughout their clinics and home calls for painful procedures. The population of CCN’s are interested in using our experiences to inform their practice. Our aim is for children not to ever experience pain, or distress!

The types of nursing action which will require consideration for the use of Entonox include but not exclusively limited to:

  • The insertion of nasogastric tubes or gastrostomy button
  • The insertion of a port-a-cath needle
  • Painful burns, or dressing changes
  • Injections or Venepuncture for a terrified child
  • Removal of clips or sutures

If the child has a good experience they are less likely to develop phobias or anxieties which can be carried through to adulthood.

 

Impact

Children do not have to experience any painful procedures without adequate pain relief and distraction.  This should make the parents more relaxed and in turn the children may not have preconceived fears when faced with a nursing intervention in the future.  The results are monitored formally by the use of patient and family satisfaction questionnaires and informally in verbal feedback from children and their families.  So far, families have been very positive about the use of Entonox and children seen to be a lot less anxious about nurses visiting them at home.

Key Learning Points

  • Collaborative working
  • Reflecting upon experiences and identifying areas for improvement within our practice
  • Identifying drawbacks
  • Risk assessment
  • Seeking solutions
  • Sharing experiences
  • Identifying a good practice
  • Problem solving

PENLetter November 2016

Welcome to the Patient Experience Network Newsletter
PENLetter November 2016
Issue 38
View this email in your browser
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 FounderWith just 2 weeks to go don’t forget to take this opportunity to give your team the recognition they deserve by entering the Patient Experience Network National Awards. There is still plenty of time to get your entry together and submitted.

In our Leadership section this month we have to great articles, one about how improving patient experience requires effective leadership, with some thoughts about what this means for healthcare.  The second article, Through the eyes of the patient shows the importance of leaders looking beyond the in-patient experience, and the role of patient advisory councils and engaging the public.Using actors to help doctors be more empathetic features in our Patient Experience section.

We feature several articles in our Overseas section this month where we pick up the theme of advisory councils with two articles looking at how to make these work effectively to improve the patient experience.    Also from overseas an article explaining work one hospital in the US is doing to partner with employers for cancer care.

Under Technology Why is telehealth still not as widespread as many think it should be?   This article explores some of the reasons.  Also in this section news from a US Hospital using a GPS system to improve flow and patient experience.

In Phama news we have selected two articles; one reporting on work done by Cutting Edge Information looking at which pharmacos are mandating patient centricity, and one specifically on what Astellas are doing.

We have found an interesting article under Other News explaining the importance of cleanliness to the patient experience, demonstrating the critical role of the non-clinical staff in the patient experience.

Our calendar is full of great events to attend including the Always Events® UK Summit: A positive approach to Improving Patient Care on Wednesday 30 November 2016, the National PROMs Summit 2016  on Wednesday 7 December 2016 Conference and of course please put our very  own Best Practice conference and Awards event into you diary – 21st March 2017, in Birmingham!

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.
To find out more please call us on 03333 44 70 60 – where you will speak with Michelle, Lauren or Gaby or email us on awards@patientexperiencenetwork.orgOn 28th November 2016 at 17:00 we will close for entries
In the period 9th December -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 Study
Patient Encounter Leadership Programme

About the Organisation

Frimley Health NHS Foundation Trust was created on 1st October 2014 by the acquisition of Heatherwood and Wexham Park Hospitals NHS Foundation Trust by Frimley Park Hospital NHS Foundation Trust, the first ever merger of two Foundation Trusts. It runs Heatherwood Hospital in Ascot, Wexham Park Hospital near Slough, Berkshire, England, and Frimley Park Hospital in Frimley, Surrey. It has 4,948 full time equivalent staff. The Patient Trust was launched in 2014 by Howard Kennedy with the purpose of supporting a consistent, quality experience for patients facing serious illness by raising awareness, providing practical support and working in partnership with doctors and patients.

READ MORE HERE…

PEN News

Ruth Evans at PEN

980 followers
3,015 tweets
following 393 people
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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
How Physician Leadership Can Maximize the Patient Experience
Through the eyes of the patient: Looking beyond HCAHPS to improve patient experience
Patient Experience News
Actors playing patients are helping doctors be more empathetic and make speedy diagnoses
Overseas News
4 Ways to Get Better Results from Patient Advisory Councils
How Patient Advisory Councils Drive Patient Experience Efforts
Memorial Sloan Kettering Partners With Employers to Simplify Cancer Care
Positive patient experience key for good online-physician-reviews
Technology News
Why is telehealth still not as widespread as many think it should be? Three reasons
Rush River North uses GPS system to virtually eliminate wait times, boost workflow
Other News
Hospital Cleanliness Impacts Overall Patient Experience
Pharma News
Astellas Establishes Patient Experience Organization in the Americas
Big Pharma Expanding Patient Centricity through Top-Down Mandates
Something Different
Adding music to pain meds may reduce pain
Events
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-careor 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 a 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.
Conference: 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
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.)

 

Conference: Learning from Serious Incidents: Implementing the CQC Recommendations

Wednesday 7 December 2016
Hallam Conference Centre, London

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.

Follow the conference in Twitter #NHSSeriousIncidents

A 20% Discount is available, quote HCUK20pen when booking

Click here to book
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
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.

 

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: 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

 

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

 

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
International Review National Patient Experience Survey
Incase you missed it
Listening to the Heart
Follow. Visit. Email.

Patient Encounter Leadership Programme

 

About the Organisation

Frimley Health NHS Foundation Trust was created on 1st October 2014 by the acquisition of Heatherwood and Wexham Park Hospitals NHS Foundation Trust by Frimley Park Hospital NHS Foundation Trust, the first ever merger of two Foundation Trusts. It runs Heatherwood Hospital in Ascot, Wexham Park Hospital near Slough, Berkshire, England, and Frimley Park Hospital in Frimley, Surrey. It has 4,948 full time equivalent staff. The Patient Trust was launched in 2014 by Howard Kennedy with the purpose of supporting a consistent, quality experience for patients facing serious illness by raising awareness, providing practical support and working in partnership with doctors and patients.

 

Summary

In June 2013, Howard Kennedy received a terminal cancer diagnosis. Reflecting on his experiences as a patient and on a career as a leader of public service system reform, he determined that he would commit the rest of his life to improving the quality and consistency of patient experience. Howard knew that a culture of engagement starts at the top. He knew that leaders shaped culture, where managers responded to it. He set out to develop approaches that would support leaders to strengthen and further enhance the quality of their engagement with patients and the collective support teams offered to patients. This approach was to be about potential and growth, solution focused, not a deficit model. As he worked to develop networks and shape an innovative leadership programme, Howard was told that engaging with consultants was an impossible dream, they were too busy, too focused, too senior to embrace development. Finding, in Frimley Health Trust, an organisation committed to delivering excellent patient experience, he worked in partnership with them to challenge these assumptions. The Patient Encounter Leadership Programme launched in December 2014 with an initial cohort of six senior clinicians, feedback from 359 patients and 102 colleagues and impact beyond.

 

Rationale & Context

The drive behind the Patient Encounter Leadership Programme (PEL), was Howard’s determination to strengthen the consistency and quality of patient experience. In Claire Marshall, Head of Patient Experience at Frimley Health, Howard found a champion of patient engagement committed to making the biggest positive difference in the hospital trust. This partnership enabled Howard to engage with the hospital board and addressed a number of professional meetings, the first patient in the history of the Trust to do so. Howard’s address was heard by over 200 doctors in total, ranging from newly qualified doctors to consultants. His message was simple, ‘Leadership matters and as leaders you have the power to shape not only the experience of the patients you treat but the experience of all patients throughout the Trust.’ In further developing this theme, Howard outlined three critical factors he had identified during his time leading system reform. That effective leaders demonstrated three common characteristics: 1)Effective leaders never stop learning2)Effective leaders are humble, they walk with care 3)Effective leaders understand the gap between intention and impact and they work to narrow this. In describing these characteristics in greater detail, Howard set out a compelling vision for consistent, quality patient engagement. Supporting this vision was the offer to those who heard his address of the potential to participate in the PEL programme, focused on supporting effective leadership through innovative development.

 

Planning & Delivery

As Howard engaged with the Hospital Trust it became clear that there was a willingness to embrace new approaches to the development of senior clinicians. In building support for the programme, Howard and Claire Marshall enrolled senior colleagues from within the Trust and outside. One early morning meeting with Kath Evans stands out in the memory, strengthening both the support network and bringing real confidence that the approach was right. In seeking a partner to design and deliver the programme, Howard co-opted former colleagues from system reform days, who were only too happy to contribute time and experience to the cause. Over the course of several months, the design of the PEL programme took shape, with Gareth Cornwall, from the decision point, developing a leadership programme embedding the principles Howard had set out in his address and shaping them into an experiential learning process where consultants could step back and explore their leadership of the patient encounter. In the Autumn of 2014, senior clinicians were invited to apply for the PEL programme, a development programme comprising four days of off-site development, one to one coaching sessions and action learning sets. Within a week, 23 senior clinicians had applied for the 6 places on offer. Following the acquisition of Wexham and Heatherwood Trust by Frimley Park Trust in December 2014, the newly formed Trust, Frimley Health NHS Foundation Trust, endorsed the programme with support and engagement from the Medical Director, Tim Ho and the head of learning and development, Claire Quinn. In Spring 2015, the final cohort was confirmed and the initial cohort embarked on the process of collecting patient and colleague feedback.

 

Impact & Results Achieved

Applying the principles of effective leadership that Howard set out in his address to senior clinicians, the PEL programme is built on three metrics; 1) patient feedback 2) colleague feedback 3) self assessment. At the heart of this is the recognition that feedback drives performance improvement. For the patient feedback measure, the participants undertook the CARE measure, in the process gathering feedback from a total of 359 patients. For the colleague feedback, participants gathered feedback from over 100 colleagues through Hay Group’s 360 Emotional and Social Competence Inventory. For their own self assessment, participants were asked to reflect on their performance, informed by insights from 16PF psychometric profiling. In combination, these measures were selected to provide a robust measure of impact, applying established tools to give participants a real richness of data. At the time of writing this submission, we are in the process of re-running the patient and colleague feedback processes and evidence of impact from these measures will be available in early 2016. Already though, we have evidence of impact from the senior clinicians themselves:

  • “The off-site gave me the opportunity to reflect on my work and attitudes towards my patients in comparison to what my colleagues do. I learned from their experiences of patients care and management. I was able to draw inspirations from my colleagues on how best to improve the doctor patient encounter considering our very different specialities.”
  • “Following the PEL programme I have been able to take a greater understanding of alternative drivers and behaviours to my interactions with patients and colleagues.”
  • “Believing in my own capabilities gives me the power to focus more positively on the challenges that present with very sick angry patients and relatives – who have just been diagnosed – and the challenges from non-co-operating colleagues and cultural differences. I am now more able to control my initial responses and give a more balanced reflection which allows for sustained communication channels which in turn is more likely to impact positively on my working day”
  • “I will concentrate on making the patient feel at ease and including the patient in the decision process and wrap up at the end. I will be more open with colleagues to gain their confidence.”
  • “I was enlightened by all that we learned and aim to put it into daily practice.”
  • “I felt privileged to have been given the opportunity to join the group and gained invaluable experience. Programmes such as this provide dramatic insights into everybody’s working practices and provide a fantastic opportunity to tackle difficult cultural changes that are required within an organisation to allow it to flourish. I do hope that other colleagues of mine are given this opportunity in the future.”
  • “Since the sessions I have already seen a vast change in my working and personal life. as the 2 are inter-dependant – I feel empowered to make sensible and positive changes which impact widely – like the ripples on a pond”
  • “This programme lifted my mood and made me realise that I am working at suboptimal performance. Gave me an insight into behaviours which I had not noticed. Howard Kennedy’s very sincere efforts of making a difference through this programme made the experience very special. Thanks for a great programme.”

 

Future Success

The initial PEL Programme was a pilot programme, an opportunity to learn and develop approaches which will enhance the leadership of the patient experience. In October 2015, based on the success of the initial pilot programme, Frimley Health NHS Foundation Trust commissioned a further programme, due to launch in Spring 2016. This re-commissioning was personally supported by the Chief Executive, Sir Andrew Morris, who recognised the important space the programme provides for senior clinical leaders to reflect on their practice and ‘sharpen the saw’. Howard’s charity, the Patient Trust, is committed to promoting all approaches that support a consistent quality of patient experience. The PEL programme is one element of this approach and in 2016 the Patient Trust will seek to bring in other Hospital Trust partners, alongside Frimley Health. The PEL programme generates significant learning and insight, through the participants themselves and the data that is gathered through the process. In 2016, Frimley Health and the Patient Trust intend to promote lessons learned, supporting a focus on patient experience not only across the host Trust but also through Trusts across the country. The PEN network is an important partner in this.

 

Awareness

Awareness building has taken place through the network that has formed as the programme has developed. Interaction and the promotion of consistent, quality patient experience has been highlighted through Howard’s addresses to doctors, through the dissemination of information to Frimley Health Trust’s Health Education Board (HEB) and through the Patient Trust website.

 

Relevance to Other Groups

As the programme develops and learning emerges, we believe opportunities will emerge to share approaches and learning with other groups focused on patient experience. We believe the PEN network will be a valuable disseminator of this learning.

 

What Makes This Initiative Stand Out?

The PEL Programme stands out for a number of reasons. Firstly, at the very heart of the programme is the inspiration provided by Howard Kennedy in choosing to respond to the greatest adversity with such positive intentions and actions. The programme is inspired and shaped by a patient working closely in conjunction with a hospital trust to deliver innovation and sustainable change. Secondly, the programme is aimed at consultants, recognising the influence they have beyond their immediate group of patients. By promoting consistency and quality of patient experience with this senior group we aim to shape a broader culture of engagement across the service. Thirdly, the programme seeks to build long term mastery. The programme takes a holistic approach to development, supporting participants to reflect and be mindful of mastering the balance of patient care, professional interaction and self. It is when this balance is managed that the senior clinicians themselves say that they can deliver the most consistent quality of patient care. By focusing on potential and grounding this in reflection, dialogue and feedback the programme seeks to embed performance in capability and behaviour, overcoming the common failings of ‘quick fix’ approaches.

 

Key Learning Points

 

  • We’re all human and recognising our weaknesses allows us to better understand our strengths
  • Feedback is critical to development and performance enhancement
  • Adopting a solutions focus approach allows people to move away from blame and look towards positive shared outcomes
  • Partnership between patients and professionals can deliver real benefits
  • Nothing is written – one person can make a difference and leadership is about being that person At the core of the programme is the promotion of a quality conversation with patients and about patient care.

PENLetter May 2016

Welcome to the Patient Experience Network Newsletter
PENLetter May 2016
Issue 33
Please find enclosed our news digest for May. In this newsletter we collect all the patient experience news we have seen over the last month and put it into one place for you to access.  Please do let us know if we have missed anything.In this edition we feature a case study from the winner of our Outstanding Contribution Award, 2015,  Jill Fraser of Kissing it Better. Here you will gain a deeper understanding of why she was recognised for her work to improve the patient experience.With Patient Experience week and International Nurse Day this last month, Patient Experience has featured regularly in the news. Of particular note are two interesting articles for our leaders: a plea to be more emotionally intelligent and one focussingon the emerging CXO role.

In the section Patient Experience News, this month there are several articles which build on the emotionally intelligent theme of our leaders, looking at the power of communication and kindness.

Children’s services, transition and physiotherapy all feature in the Local News section. Other interesting articles include more information about wait times, a new idea for prenatal experience and why we should take care of carers. So many great insights to share this month.

As always there are several interesting events to go to – last month I was delighted to have the opportunity to hear Tommy Whitelaw @tommyNtour and Annie Laverty@annielaverty speak at the PREMs conference – just two of the fantastic speakers. We have invited Tommy to write an article for our newsletter and hope to share this soon.

Don’t forget to look at the Useful Resources where you will find we have captured some of the resources shared via Twitter over the last few weeks.

I hope you enjoy the read and, as always, please feel free to forward this newsletter. Do let us know if you have any news to share for next month.

All the best

Ruth

PENNA2016: A date for your diary: PENNA2016 is to be held on 21st March 2017.
This will be held in Birmingham at the REP.Further information to follow!

Statistics release announcement
Overall Patient Experience Score: 2015 Inpatient Survey update

From:
NHS England
Part of:
National Health Service
Release date:
8 June 2016 9:30am (provisional)
Consolidates results from surveys in the National Patient Survey Programme to give overall experience scores (out of 100) for the NHS against 5 broad headings. The Department of Health was previously responsible for the publication of Patient Experience Overall Measure.
Statistics release announcement
National Cancer Patient Experience Survey 2015 – National Data
From:
NHS England
Part of:
National Health Service
Release date:
7 June 2016 9:30am (provisional)
NHS England publishes the Cancer Patient Experience Survey (CPES). The development of the survey, the underlying methodology, and implementation of the programme, has been undertaken by Quality Health, and the questionnaire and methodology have been used in many other countries such as Australia, New Zealand, Qatar, and in Wales and Northern Ireland.
This Month’s Case StudyKissing it BetterSimply making a difference

I shall never forget the day I walked into Mum’s bay on the ward and saw her, for the first time, sitting up in a chair.  Unable to speak or move, she had hovered between life and death for several weeks following a devastating brain haemorrhage. Sitting up in a chair, supported by pillows, this was clearly progress.

But it wasn’t just the change in position that was making a difference. It was far more than that. For a moment, I stared at her, dozing in the corner of the bay. Then I asked the nurse, who had just come into the bay, if she had looked after her. She nodded.

“Thank you,” I felt so emotional. “Sitting there is my mum. I love her so much, all the time. But today, I am seeing Mum as she was before the accident. You’ve done her hair, her make-up. And she’s wearing her favourite nightie and beautiful shawl. That’s my mum as I never thought I’d see her again.”

READ MORE

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

Your employees wish you were emotionally intelligent

The evolution of the CXO: 5 findings

Patient Experience News
Patient experience: Caregiving is all about understandingHow to Communicate That You Care: Resources for a Great ExperienceTara Lamont: How was it for you? Reflections on patient experience researchKind doctors have healthier patients

New report ranks Sweden top for patient satisfaction

Local News
Implementing transition: Ready Steady GoPhysios triumph at patient experience awardsSee what school pupils make of children’s wards at MorristonHospitalAlder Hey hospital to use IBM’s Watson to comfort patients

Overseas News
Volunteer Ambassadors: Using “The Force” of Empathy to Improve the Patient Experience
Robot duo dispenses medicines at HGH
U.S. Hospitals that Provide Superior Patient Experience Generate 50 Percent Higher Financial Performance than Average Providers, Accenture Finds

Other NewsNo Time to Wait for Better Waiting Spaces
Patients May Not Be the Toughest Customers for American Hospitals
‘OB Nest': A novel approach to prenatal careTechnology News
How Patient Entertainment Systems Boost Satisfaction and Health Outcomes
Inside North America’s first all-digital hospitalSomething Different
Dream adventures by Expedia
Articles From Our Members
Innovating for ImprovementWe have £1.5 million available for up to 20 teams to test and develop innovative ideas to improve health care delivery in the UK. Through our Innovating for Improvement programme, we are looking for projects that aim to improve health care delivery and/or the way people manage their own health care.In this round of the programme we are particularly interested in applications for innovative projects either led by or working in close collaboration with, primary care. Each team will receive up to £75,000 of funding, over 15 months, to support the implementation and evaluation of their health care innovation project.

Deadline: Friday 3 June 2016 at 16:00.

Find out more and apply: www.health.org.uk/innovatingimprovement

Efficiency Research Programme

Our £1.5m Efficiency Research Programme is an open call for innovative proposals for research into system efficiency and sustainability in health and social care.

We want to fund three to five experienced research teams to explore ways that health services, or health and social care services, can address the challenge of increasing efficiency and value for money, and providing more for less.

Each project will receive between £250,000 and £500,000 for research completed over three to five years.

We are looking to support at least one project with a focus on mental health or out of hospital care.

Deadline: Thursday 28 July 2016.

Find out more and apply: http://www.health.org.uk/efficiencyresearch

Improvement Science Fellowships

The Health Foundation’s post-doctoral Improvement Science Fellowships are now open for application.

The fellowships will fund up to five individuals over three years to lead original, applied research dedicated to improving health care in the UK, as well as offering a tailored leadership development programme.
Deadline: Tuesday 5 July 2016.
Find out more and apply: www.health.org.uk/isf