The Picker Experience Network presents "Picker Experience Radio", a platform to spread the word on best practice in patient experience. These podcasts focus on case studies and examples of work that have enhanced the patient experience and we hope to either inspire you to strive for improvement in your own work, or to reassure you that the things you are already doing are brilliant.
Ep 52 - Exploring the Importance of Prioritising what Matters Most to Patients through Empathetic Communication and Shared Agenda Setting

Ruth Evans and Alf Collins discuss the importance of prioritising what matters most to patients through empathic communication and shared agenda-setting, while also addressing the challenges of implementing person-centred care within resource-constrained healthcare systems.

• Shifting the Focus to What Matters: Alf highlights the fundamental importance of understanding and responding to what matters most to individual patients, moving beyond a purely clinical focus.
• Communication Skills and Techniques: The podcast explores practical communication skills, such as open-ended questions, affirmations, and summaries, as well as techniques like negotiated agenda-setting, to foster more collaborative and effective conversations.
• Overcoming Barriers to Change: The discussion acknowledges the challenges of changing established behaviours and systems within healthcare, including time constraints, data access, and the need for both trained teams and prepared patients.
• Resources and Support: The podcast points to resources available for healthcare professionals, such as the NHS England website, the Picker website and the Personalised Care Institute, to support the implementation of person-centred care principles.

Ep 51 - Interview with Bonnie Barnes and Carolyn Fox of the DAISY Foundation

Ruth Evans interviews Bonnie Barnes, co-founder of the DAISY Foundation, and Carolyn Fox, a DAISY representative for the UK and Europe, about the importance of meaningful recognition for nurses and midwives and how the DAISY Award promotes a culture of appreciation and enhances patient care.
• The Power of Nursing Magic: The podcast explores the “nursing magic” – the unique blend of art and science, compassion, and expertise that nurses bring to patient care, and the importance of recognising and celebrating this.
• The DAISY Foundation’s Impact: Learn about the DAISY Foundation’s mission to honour extraordinary nurses and midwives, and how the DAISY Award provides a meaningful way for patients, families, and colleagues to express their gratitude.
• Research on Meaningful Recognition: Discover the research behind the DAISY Foundation’s work, demonstrating the positive impact of recognition on nurse engagement, compassion satisfaction, and patient outcomes.
• Sustaining the Human Connection: The discussion addresses how to ensure the “nursing magic” isn’t lost amidst increasing demands and technological advancements in healthcare, emphasising the importance of keeping the human connection front and centre.

Ep 50 - A Conversation with Hazel Carter, Author of 'Life's Good, it's the disease that's the problem.'

Ruth Evans interviews Hazel Carter, author of “Life’s Good, it’s the disease that’s the problem” about her experiences as a carer and patient within the NHS, exploring empathy, communication, and practical improvements for a better patient experience.
• Carer and Patient Perspectives: Hazel Carter shares her insights from navigating the healthcare system as both a carer for her mother and husband, and as a patient herself, offering a unique and valuable perspective.
• Empathy and Communication: The podcast explores the importance of empathy and effective communication in healthcare, highlighting small, thoughtful gestures that can make a big difference to patients and carers.
• System Improvements: Hazel discusses practical ways to improve the patient experience, including better coordination of care, streamlined appointment systems, and the use of technology to provide information and support.
• What Does Good Look Like?: Hazel challenges healthcare professionals to consider “what good looks like” from the patient’s perspective, emphasising the need for individualised care and a focus on the patient’s overall well-being.

Ep 49 - Exploring the Essential Ingredients and Practical Directions for Creating Effective Patient Partnership

Join Ruth Evans, Sara Turle, and Wendy Matthews as they explore the essential ingredients and practical directions for creating effective patient partnerships in healthcare, fostering trust, empowerment, and improved outcomes for all.
• Essential Ingredients for Patient Partnership: Discover the core elements needed for successful patient partnerships, including strong leadership buy-in, mutual trust, meaningful involvement, a safe environment, and genuine communication.
• Directions for Success: Learn practical steps healthcare organisations can take to cultivate effective partnerships, such as securing leadership commitment, fostering a partnership-oriented culture, and ensuring impactful engagement opportunities.
• Patient & Staff Experience: Understand the interconnectedness of patient and staff experiences and why a holistic perspective is crucial for improving healthcare outcomes.
• Building Trust & Empowerment: Explore how to build and maintain trust with patient partners, empowering them to challenge and contribute meaningfully to healthcare improvement.

How to Prepare a Successful PENNA Entry Part 3 of 3. In this podcast, adapted from a webinar hosted by Picker, our panellists, consisting of judges and previous winners (from NHS trusts and industry), discuss how to use the judging criteria to create an impressive case study from your work. In the following podcast we look at top tips on how to ensure you demonstrate the impact of your work on patient and staff experience. The conversation includes top tips on how to ensure you demonstrate the impact of your work on patient and staff experience.

To watch the full webinar please click here.

How to Prepare a Successful PENNA Entry Part 2 of 3. In this podcast, adapted from a webinar hosted by Picker, our panelists, consisting of judges and previous winners (from NHS trusts and industry), discuss how to use the judging criteria to create an impressive case study from your work. In the following podcast we look at top tips on how to ensure you demonstrate the impact of your work on patient and staff experience. The conversation includes top tips on how to ensure you demonstrate the impact of your work on patient and staff experience.

To watch the full webinar please click here.

How to Prepare a Successful PENNA Entry Part 1 of 3. In this podcast, adapted from a webinar hosted by Picker, we introduce #PENNA and Chris Graham CEO of Picker, explains what makes a successful entry by describing the judging criteria. In the following podcasts, our panelists, consisting of judges and previous winners (from NHS trusts and industry), discuss how to use the judging criteria to create an impressive case study from your work. The conversation includes top tips on how to ensure you demonstrate the impact of your work on patient and staff experience.

To watch the full webinar please click here.

Ep 48: County Durham and Darlington NHS FT - CDDFT Cancer Patient Experience Programme Introduction by Ruth Evans, Managing Director of PEN. Interview with Clare Doney This project was a finalist in the “CPES Award” category as part of PENNA 2019

Ep 47: Tameside and Glossop Strategic Commission and Tameside and Glossop Integrated Care Foundation Trust - Partnership Engagement Network Introduction by Ruth Evans, Managing Director of PEN. Interview with Jody Smith This project was a finalist in the “Integration and Continuity of Care” category as part of PENNA 2019.

Ep 46: Cinapsis - Cinapsis SmartReferrals Introduction by Ruth Evans, Managing Director of PEN. Interview with Owain Rhys Hughes This project was a finalist in the “Innovative Use of Technology, Social and Digital Media” category as part of PENNA 2019.

Ep 45: King Edward's VII Hospital - Improving Inclusion and Welcome in Imaging Suite Introduction by Ruth Evans, Managing Director of PEN. Interview with Heather Mills and Tonya Kloppers This project was a finalist in the “Environment of Care” category as part of PENNA 2019.

Ep 44: Healthwatch Essex - Voice of Young People in Secure Mental Health Units Help to Shape Changes in Services Introduction by Ruth Evans, Managing Director of PEN. Interview with Hannah Fletcher This project was a finalist in the “Personalisation of Care” category as part of PENNA 2019.

Ep 43: Nottingham University Hospital NHS Trust - Wear to care Introduction by Ruth Evans, Managing Director of PEN. Interview with Giles Matsell This project was a finalist in the “Personalisation of Care” category as part of PENNA 2019.

Ep 41: Hywel Dda University Health Board - Home Healthcare -Home Support Team Introduction by Ruth Evans, Managing Director of PEN. Interview with Janice Cole Williams This project was a finalist in the “Integration and Continuity of Care” category as part of PENNA 2019.

Ep 40: Blackpool Teaching Hospitals NHS FT - Patient Cancer Care Improvement Introduction by Ruth Evans, Managing Director of PEN. Interview with David Baxter This project was a finalist in the “CPES Award” category as part of PENNA 2019.

Ep 39: Birmingham Women's and Children's Hospital NHS FT - DORA - Video Interpreting Device Introduction by Ruth Evans, Managing Director of PEN. Interview with Mark Hillier and Ella Ortega This project was a finalist in the “Innovative Use of Technology/Social and Digital Media” category as part of PENNA 2019.

Ep 38: Manchester University NHS Foundation Trust - Fast Track Accessibility Programme Introduction by Ruth Evans, Managing Director of PEN. Interview with Jane Abdulla and Harriet Prust This project was a finalist in the “Environment of Care” category as part of PENNA 2019.

Ep 37: Nottingham University Hospitals NHS Trust - CPR Teachathon Introduction by Ruth Evans, Managing Director of PEN. Interview with Emma Ryan This project was a finalist in the “Engaging and Championing the Public” category as part of PENNA 2019.

Watch the video presentation here.

Ep 36: Ashford and St Peter's NHS Foundation Trust - Patient Experience Team Introduction by Ruth Evans, Managing Director of PEN. Interview with Jacqui Rees This project was a finalist in the “Team of the Year” category as part of PENNA 2019. To watch the video presentation please visit: https://www.youtube.com/watch?v=esRK51GlEyw&list=PL2OvEMhI_T9_HL0qc-HLiQ8SF5zF_EoTe&index=55

Ep 35: Birmingham Women's and Children's NHS Foundation Trust - Young Adult Volunteering Introduction by Ruth Evans, Managing Director of PEN. Interview with Aisha This project was a finalist in the “Strengthening the Foundation” category as part of PENNA 2019. To watch the video presentation please visit: https://www.youtube.com/watch?v=DfDCNGrfb4M&list=PL2OvEMhI_T9_HL0qc-HLiQ8SF5zF_EoTe&index=67&t=23s

Ep 34: Northumbria Healthcare NHS FT - Supporting Happy, Healthy and Productive Teams - Our Year of Discovery Introduction by Ruth Evans, Managing Director of PEN. Interview with Annie Laverty This project was a finalist in the “Staff Engagement/Improving Staff Experience” category as part of PENNA 2019. To watch the video presentation please visit: https://www.youtube.com/watch?v=7SPaf8adTNE&list=PL2OvEMhI_T9_HL0qc-HLiQ8SF5zF_EoTe&index=85

Ep 33: Royal Devon & Exeter NHS Foundation Trust - With You in Mind, Teamwork and Collaboration Introduction by Ruth Evans, Managing Director of PEN. Interview with Tina Grose This project was a finalist in the “CPES Award” category as part of PENNA 2019. To watch the video presentation please visit: https://www.youtube.com/watch?v=J1qw2ilS3js&list=PL2OvEMhI_T9_HL0qc-HLiQ8SF5zF_EoTe&index=47&t=16s

Ep 32: Liverpool University Hospitals NHS Foundation Trust - Samaritans in the Emergency Department Introduction by Ruth Evans, Managing Director of PEN. https://open.spotify.com/episode/6GHFwe65cyYBK8uYZD9WmS Interview with Clare Pritchard, Rachel Howley and Kelly Johnson This project was a finalist in the “Integration and Continuity of Care” & “Partnership Working to Improve the Experience” categories as part of PENNA 2019. To watch the video presentation please visit: https://www.youtube.com/watch?v=qNjAuEmCx14&list=PL2OvEMhI_T9_HL0qc-HLiQ8SF5zF_EoTe&index=75

Ep 31: East London NHS FT - Service User Led Accreditation Programme Introduction by Ruth Evans, Managing Director of PEN. Interview with Sally Wilkin, Simona Shaygan and Sheila Menzies This project was a finalist in the “Measuring, Reporting and Acting" & "Using Insight for Improvement” categories as part of PENNA 2019. To watch the video presentation please visit: https://www.youtube.com/watch?v=sqh6_2VjdKM&list=PL2OvEMhI_T9_HL0qc-HLiQ8SF5zF_EoTe&index=57

Ep 30: Cancer Patient Experience Survey in Practice and Picker Introduction by Ruth Evans Interview by Megan Bilas, National Programme Lead at Picker Europe and Ruth Hendy, Lead Cancer Nurse at University Hospitals Bristol and Weston. The other CPES podcasts are: Ep 08: University Hospitals of Leicester NHS Trust - In Patient Support and Information Rounds Ep 12: Wessex Cancer Alliance - Improving Access to Cancer Nurse Specialists and Key Workers Ep 16: The Princess Alexandra Hospital NHS Trust - It Matters to Me Ep 19: University Hospital Coventry and Warwickshire NHS Trust - Let’s Talk - Rooms to Deliver Sensitive Conversations

Ep 29: Cardiff and Vale University Health Board - Young Carers in Schools Award Introduction by Ruth Evans, Managing Director of PEN. Interview with Suzie Becquer-Moreno This project was a finalist in the “Integration and Continuity of Care” category as part of PENNA 2019. To watch the video presentation please visit: https://www.youtube.com/watch?v=53DM04tR8ao

Ep 28 - Nottingham University Hospitals NHS Trust - Developing Digital Technology Solutions to Improve Care for Cancer Patients Introduction by Ruth Evans, Managing Director of PEN. Interview with Ananth Sivanandan This project was a finalist in the “Innovative use of Technology/Social/Digital Media” category as part of PENNA 2019. To watch the video presentation please visit: https://www.youtube.com/watch?v=Q1ZQLkDG9MY&list=PL2OvEMhI_T9_HL0qc-HLiQ8SF5zF_EoTe&index=92

Ep 27 - Birmingham Women's and Children's NHS Foundation Trust - Magnolia House: Co-design with Bereaved Families Introduction by Ruth Evans, Managing Director of PEN. Interview with Nicki Fitzmaurice This project was a finalist in the Environment of Care” category as part of PENNA 2019. To watch the video presentation please visit: https://www.youtube.com/watch?v=4ZZdoRxAzMo&list=PL2OvEMhI_T9_HL0qc-HLiQ8SF5zF_EoTe&index=69

Ep 26: Leicestershire Partnership NHS Trust - Knead to Chat Introduction by Ruth Evans, Managing Director of PEN. Interview with Alison Kirk This project was our winner in the “Environment of Care” category as part of PENNA 2019. For more information please go to our website: https://patientexperiencenetwork.org/ To watch the video presentation please visit: https://www.youtube.com/watch?v=Ymk4UQv4Mmk&list=PL2OvEMhI_T9_HL0qc-HLiQ8SF5zF_EoTe&index=74

Ep 25: University Hospitals of Leicester - Prostate Cancer Remote Monitoring Introduction by Ruth Evans, Managing Director of PEN. Interview with Jo Wortley and Nicola Bakewell This project was our winner in the “Partnership Working to Improve the Experience” category as part of PENNA 2019. For more information please go to our website: https://patientexperiencenetwork.org/ To watch the video presentation please visit: https://www.youtube.com/watch?v=fVyZO7Dth4k&list=PL2OvEMhI_T9_HL0qc-HLiQ8SF5zF_EoTe&index=20

Ep 24: Nutricia - Supporting a Home Enterally Fed Patient to Achieve his Dreams of Running the London Marathon Introduction by Ruth Evans, Managing Director of PEN. Interview with Laurie Cowell This project was our winner in the “Personalisation of Care” category as part of PENNA 2019. For more information please go to our website: https://patientexperiencenetwork.org/ To watch the video presentation please visit: https://www.youtube.com/watch?v=puUJ-OCrv9c&list=PL2OvEMhI_T9_HL0qc-HLiQ8SF5zF_EoTe&index=86

Ep23: Gloucestershire Hospitals Foundation Trust - Homeless Patient Guidelines Initiative Introduction by Ruth Evans, Managing Director of PEN. Interview with Shona Duffy This project was our winner in the "Using Insight for Improvement” category as part of PENNA 2019. For more information please go to our website: https://patientexperiencenetwork.org/ To watch the video presentation please visit: https://www.youtube.com/watch?v=ffL-LBfdOFE&list=PL2OvEMhI_T9_HL0qc-HLiQ8SF5zF_EoTe&index=70

Ep 22: Serco Health and Norfolk & Norwich University Hospitals Foundation Trust - Making Food Fun Introduction by Ruth Evans, Managing Director of PEN. Interview with Debbie Jones This project was a finalist in the “Personalisation of Care” category as part of PENNA 2019. For more information please go to our website: https://patientexperiencenetwork.org/ To watch the video presentation please visit: https://www.youtube.com/watch?v=5l06ZbD7Kdo&list=PL2OvEMhI_T9_HL0qc-HLiQ8SF5zF_EoTe&index=46

Ep 21: Shropshire Community Health NHS Trust - Observe and Act Introduction by Ruth Evans, Managing Director of PEN. Interview with Mark Donovan. This project was a finalist in the “Using Insight for Improvement” category as part of PENNA 2019. For more information please go to our website: https://patientexperiencenetwork.org/ To watch the video presentation please visit: https://www.youtube.com/watch?v=i0y4T7iZix8&list=PL2OvEMhI_T9_HL0qc-HLiQ8SF5zF_EoTe&index=44

Ep 20: University Hospital Plymouth NHS Trust - KMC - Parental Accommodation Katie Hoffman describes the work Plymouth have been doing to create accommodation for parents who have babies on the Neonatal Intensive Care Unit (NICU) and what a difference this has made. This project was a finalist in the “Support for Caregivers, Friends and Family” category as part of PENNA 2019. To watch the video presentation please visit: https://www.youtube.com/watch?v=sH9ooIX54HE&list=PL2OvEMhI_T9_HL0qc-HLiQ8SF5zF_EoTe&index=42

Ep 19: Let's Talk - Rooms to Deliver Sensitive Conversations Vanessa McDonagh explains how they have pilotted and rolled out rooms ringfenced to have have sensitive conversations with patients in privacy and in an appropriate environment This project was a finalist in the “CPES Awards” category as part of PENNA 2019. To watch the video presentation please visit: https://www.youtube.com/watch?v=8s22bHlpl-Y&list=PL2OvEMhI_T9_HL0qc-HLiQ8SF5zF_EoTe&index=41

Ep 18: The Mid Yorkshire Hospitals NHS Trust - Hospital Based Carer Support Maria Green-Lynch, Tamsyn Wright & Michelle Turner explain what they have been doing to improve the awareness of the work carers are doing and also improve the carer experience. This project was a finalist in the “Support for Caregivers, Friends and Family” category as part of PENNA 2019. To watch the video presentation please visit: https://www.youtube.com/watch?v=rFZkephyGt8&list=PL2OvEMhI_T9_HL0qc-HLiQ8SF5zF_EoTe&index=37

Ep 17: South West Neonatal Network - A Stay in Neonatal Care - An Animated Guide to your Role as Parents and What to Expect In this episode Rebecca Lemin shares how they developed an animated guide to help parents know what to expect of neonatal care, something most parents were not planning to experience. This project was a finalist in the “Support for Caregivers, Friends and Family” category as part of PENNA 2019. To watch the video presentation please visit: https://www.youtube.com/watch?v=_uf06ZLs9H0&list=PL2OvEMhI_T9_HL0qc-HLiQ8SF5zF_EoTe&index=35

Ep 16: The Princess Alexandra Hospital NHS Trust - It Matters to Me In this interview with Ann Nutt and Shahid Sardar, they share their approach to a patient-led conference with a focus on improving the cancer experience, and some of the resources they developed as a result of the conference. This project was a finalist in the “CPES Award” category as part of PENNA 2019. To watch the video presentation please visit: https://www.youtube.com/watch?v=plZsu67usBU&list=PL2OvEMhI_T9_HL0qc-HLiQ8SF5zF_EoTe&index=34

Ep 15: University Hospitals of Leicester NHS Trust - Family, Carers and Friends Charter Jennifer Kay shares with use many insights about what they found matters to carers, families and friends. This project was a finalist in the “Support for Caregivers, Friends and Family” category as part of PENNA 2019. To watch the video presentation please visit: https://www.youtube.com/watch?v=gVkm9x5IHTM&list=PL2OvEMhI_T9_HL0qc-HLiQ8SF5zF_EoTe&index=28

Ep 14: University Hospitals of Leicester NHS Trust - The Forget Me Not Scheme Justine Allen explains what UHL have been doing to ensure people with dementia are identified in a simple and accessible way that is not intrusive.  This project was a finalist in the “Personalisation of Care” category as part of PENNA 2019.

Ep 13: University Hospitals of Leicester NHS Trust - ICU Patients & Relatives: Are They Really Listened To? - Providing Opportunities for ICU Patients in an Acute Trust to Engage with the Mulit-Disciplinary Team to Ensure they are Truly Heard and Translating this into Meaningful Action In this episode Jo Hollidge, Head of Nursing - ITAPS talks about their work to ensure people who have stayed on their ITU have the opportunity to provide meaningful feedback. This project was a finalist in the “Engaging and Championing the Public” & “Using Insight for Improvement” categories as part of PENNA 2019.

Ep 12: Wessex Cancer Alliance - Improving Access to Cancer Nurse Specialists and Key Workers We hear from Gilly, Marian, Emma about their work to improve the experience for people with cancer. This project was a finalist in the “CPES Award” category as part of PENNA 2019.

Ep 11: Cambridge University Hospitals - Developing a Shared Service Culture Book. We hear from Claudia about how their culture book had such a positive impact on the staff engagement and retention in their paediatric unit. This project was a finalist in the “Staff Engagement/Improving Staff Experience” category as part of PENNA 2019.

Ep 10: Northampton General Hospital, Kettering General Hospital, Young Healthwatch Northamptonshire - The Takeover Challenge. We hear what the team did in Northamptonshire for Children's Takeover Day and how they worked in collaboration to make this happen with James Allan, Rachel Lovesy & Esther Stimpson

Ep 09: Birmingham Women’s and Children’s NHS Foundation Trust - Noah’s Star. This is about Noah's Star, a support programme for siblings and their families at a time of loss or serious illness with Jo-Anne Shellum

Ep 08: University Hospitals of Leicester NHS Trust - In Patient Support and Information Rounds with Janice Brown

Ep 07: Nutricia - A Service Evaluation of the Acceptability and Use of a Mobile App for Communication between Home Enterally Tube Fed Patients and Home Care Nurses with Nicola Wayne & Laurie Cowell

Ep 06: Air Arts - University Hospitals of Derby and Burton NHS Foundation Trust with Laura Waters

Ep 05: Royal Cornwall Hospitals NHS Trust - 'Butterfly Cornwall' A Scheme to Enhance End of Life Care For Patients and Their Loved Ones with Steph Brelsford and Liz Thomas from Royal Cornwall Hospitals NHS Trust.

Ep 04: Warrington and Halton Teaching Hospitals NHS FT - Enhancing Patient Experience with Shared Reading with Natalie Kaas Pontoppidan, Trish Richardson and Jeanette Singleton

Ep 03: Swansea Bay Health Board - Digital Patient Stories for Service Improvement with Prue Thimbleby of Swansea Bay Health Board

Ep 02: Surrey Heartlands Health and Care Partnership - "Using Animation as a Medium to Help Clinicians Understand the Secondary Healthcare Experiences of Prisoners"

Ep 01: University Hospitals Plymouth - #RehabLegend #rehablegend with Kate Tantam of University Hospitals Plymouth NHS Trust

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