Patient Experience Network
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December 2025
PENLetter
DECEMBER 2025
ISSUE 131
Opening up possibility
Good tidings to all,
This month we’ve pulled together a set of stories that show how small, practical changes can make care feel better for patients and staff. Some are very simple - a change in environment, a different way of communicating, or a design tweak that reduces effort. Others point to wider cultural or system shifts that support people to do their jobs more easily and focus on what matters.
We also continue to hear examples of people taking ideas from the PEN Awards and putting them into practice locally. Just last week, someone told us that after seeing the award winning Secret Garden project, their team have started looking at how to make their own hospital roof garden more accessible. If you’ve had similar sparks from the work you’ve seen, we’d love to hear them.
We’ve included a few awareness days coming up in January that you may want to keep in mind. As always, if you have suggestions, feedback or examples we should feature, please do get in touch. And as January brings a focus on behaviour change, inclusion and accessibility, it may be worth asking: What possibility could we create with what we already have, and how would we know it’s helping?
Wishing you hope, health and happiness for 2026!
All the best,
The PEN TeamCASE
STUDY
Our case study highlight of the month is The PaCT Workshop: Embedding Lived Experience in Nursing Education by Bimpe Kuti-Matekenya at the University of Greater Manchester. This project was the Winner of the Strenthening the Foundation award category at PEN 2025. Head to our website via the button below to find out more about how introducing patients and their stories and lived experiences, into the very start of training within the health profession can make such a huge difference.
We promote #StealingWithPride at PEN and so please do take inspiration from the work of your colleagues!
Click here to read the PaCT Workshop Case Study AWARENESS DAYS
Some dates for your diary coming up that you may want to make a note of:
Dry January
Love Your Liver Month (Jan)
World Braille Day (4th Jan)
Cervical Cancer Prevention Week (W/C 19th Jan)PICKER
NEWSThe NHS Friends and Family Test is one of the largest feedback mechanisms in healthcare, but is it doing what it was designed to do?
Chris Graham makes the case for reforming the NHS Friends and Family Test to support the delivery of the 10-Year Health Plan and its aspirations to amplify the patient voice in one of the latest articles published by HSJ.Click here to read the full article PATIENT EXPERIENCE BOOK CLUB
A fitting end-of-year read, this book challenges the assumption that change depends on circumstances rather than mindset. Combining psychology, coaching and lessons from orchestral leadership, the authors show how reframing constraints, inviting contribution, and telling more constructive stories can unlock energy and collaboration — even in pressured settings.
A hopeful, practical way to close the year and open 2026.
Click here to buy the book UPCOMING PICKER
EVENTS
Healthcare teams often know from hearing patient stories where change is most needed. But it can be challenging to turn those experiences into sustainable improvements. That’s where Experience-Based Co-Design (EBCD) makes a difference by transforming patient, carer and staff experiences into joint priorities in the design process.
“We had amazing insights, but no structure. We needed a process to make it all come together.” - Jane Parr
We invite you to our free introductory session on 13 January, which explores the principles of co-production and co-design, show cases their importance in service development, and highlights the value they offer in strengthening patient and stakeholder collaboration to get better outcomes.
If your organisation requires tailored training and support please contact us and to discuss bespoke training options aligned to your specific priorities and goals.
Click here to sign up to our free introductory co-production session Patient Experience Week 2026
In 2026, Patient Experience Week is Mon 27th April – Friday 1st May. Our plans to celebrate that week will be announced in January!
Pop the date in your diary!
PARTNER
EVENTSPublic Policy Projects - Patient Safety Forum
25th February 2026IN-PERSON, London
Picker Institute CEO, Chris Graham will be joining this event, which brings system leaders together to explore safety culture, learning and improvement.
Topics for discussion:
- Current and future opportunities to leverage technology and data to improve patient and staff safety
- The delivery of safer care to improve patient outcomes and efficiency - what is the role of technology within this?
- Optimising the patient safety benefits and minimising the risks of AI in healthcare
- The development of digital clinical safety in the NHS – delivering standards and mitigating patient safety risks
- Leveraging innovation to improve medicines safety
- Patient, family and carer engagement; why not listening is a huge patient safety concern and how to improve patient-provider interaction
- Safety management system approaches and organisational patient safety improvement planning
- Why leadership and culture matter for patient safety
- PSIRF and LFPSE progress; are we actioning learning to improve patient safety?
Click here to book your place NHS Complaints Summit: Improving Complaints Handling through the NHS Complaint Standards
THURSDAY 26th February 2026Virtual, ONLINE
This National Virtual Summit focuses on supporting staff to deliver good complaint handling and implementing and monitoring adherence to the PHSO National NHS Complaint Standards which are now being used and embedded across the NHS. 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 are welcomed and lead to change and improvements in patient care.
Newsletter subscribers can get a 20% discount with code hcuk20pi
Click here to book your place Confident and Effective Managment of Unreasonable Behaviour and Vexaticious Complaints
TUESDAY 3rd March 2026Virtual, ONLINE
Recent years have seen a seismic shift in patient expectations and how consumers across society express their concerns, and this is a highly interactive and effective workshop, to improve confidence and consistency in handling vexatious complaints.
With multi-faceted challenges across healthcare, team can feel that patient behaviours have become more challenging. During this masterclass, delegates will explore the current reality, consider our perceptions of the patient/healthcare provider interaction and then develop confidence and strategies & practical tips through case studies to ensure our skills and approach to communication can be further honed, developed or adapted.
Newsletter subscribers can get a 20% discount with code hcuk20pi
Click here to book your place MEMBER
NEWSPatient Experience Library
Unsafe environments & system strain
Corridor care: Why “everything about it is wrong”
This evidence review sets out the scale and impact of corridor care: nearly one in five patients receiving care in corridors during summer 2025, sustained unsafe bed occupancy, and more than 1.7 million 12-hour waits last year.
The report argues that corridor care is avoidable with sufficient staffed beds, improved hospital–community integration, and whole-hospital responsibility for flow.
Click here to read more.Communication, trust & public health
Understanding vaccine scepticism: The role of trust
A Dutch study explored misconceptions about vaccinations and found that specific distrust in vaccination policies, rather than general distrust in government, is the strongest predictor of hesitancy.
The findings suggest that rebuilding trust in vaccination programmes — not broad political persuasion — is key to improving uptake.
Click here to read more.NHS England / RCN Foundation
Workforce, dignity & professional identity
Myth-busting the role of the learning disability nurse
A new tool helps learning disability nurses articulate their scope, expertise and impact — supporting clearer communication with colleagues and reducing misunderstanding about their role.
Click here to read more.PATIENT EXPERIENCE
NEWS
Designing care that feels better
Shropshire hospitals create new sky gardens to support patient wellbeing
The Shrewsbury and Telford Hospital NHS Trust is developing “sky gardens” as part of a hospital extension, providing calming outdoor spaces for patients, staff and visitors. It’s a simple environmental change with a clear aim: reduce stress, create more humane spaces, and offer a place for recovery away from clinical settings.
Click here to read more.Sound therapy eases postoperative stress and boosts satisfaction
A study reports that short, structured sound interventions helped reduce postoperative anxiety and improved patients’ experience of recovery. It’s a low-cost, non-invasive approach that could be trialled easily in many settings.
Click here to read more.Next-generation MRI design focuses on comfort
GE HealthCare’s new SIGNA system aims to reduce noise, shorten scans and create a less intimidating experience for patients. While the technology is new, the underlying message is familiar: design choices can reduce fear and make clinical procedures feel calmer and more manageable.
Click here to read more.Communication, connection and lived experience
Community Voices: Meet Yasmine
Yasmine shares her journey from patient to active contributor in evidence development. It’s a clear example of how lived experience strengthens research, priorities and understanding.
Click here to read more.Why clinicians ask “invasive” questions
A short explainer on the purpose behind questions that can feel personal or uncomfortable, and how clinicians can communicate their relevance more clearly.
Leadership, culture and systems that support experience
How to build a supportive culture for every healthcare worker
This piece highlights practical steps leaders can take to build cultures that protect staff wellbeing. As ever, staff experience and patient experience are two sides of the same coin.
Click here to read more.AI-driven modernisation improving patient satisfaction
A government-level look at how AI tools are simplifying processes and improving interactions for patients. The focus is on smoother journeys rather than technology for its own sake.
Click here to read more.DAISY
HONOUREESThe DAISY Foundation was established in 1999 by the family of J. Patrick Barnes who died from complications of the autoimmune disease Idiopathic Thrombocytopenia Purpura (ITP) at the age of 33. DAISY is an acronym for Diseases Attacking the Immune System.
The DAISY Award® is a special honour given to extraordinary nurses for the compassionate contributions they make every day going above and beyond expectations in science and sensitivity.
You can click the button below to see the latest DAISY Honourees in the UK.
Click here to see the latest DAISY Honorees in the UK RESOURCE LIBRARY
Cancer Experience of Care
FINALIST 2019
University Hospitals Coventry and Warwickshire NHS Trust
Rooms to Deliver Sensitive Conversations
Listen Here Personalisation of Care
FINALIST 2021
Nottingham University Hospitals NHS Trust
Beads of Courage
Watch Here Environment of Care
WINNER 2015West Suffolk NHS Foundation
TrustRose Vital Tray
Read Here November 2025
PENLetter
NOVEMBER 2025
ISSUE 130
Doing the basics better
Hello,
November saw a range of stories about “doing the basics better”: tools that give clinicians more face-time, small environmental tweaks that lower anxiety, and policy shifts that put lived experience into decisions. We think they’re all things you could try locally without huge budgets.
Lots of this month’s articles are refreshingly straightforward: change the note-taking, change the room, change who gets to shape the work. If you try one “experiment” next month, pick something that removes effort for patients or staff, and measure the before/after visibly so your teams feel the difference. If you’ve got a replicable change we can showcase, send it our way and we’ll feature it (or enter it in next year’s PEN Awards 😉, dates to be announced very soon!)
As ever, we welcome your thoughts, feedback and updates for inclusion in any of our upcoming newsletters. Please do just email the team by clicking here.
All the best,
The PEN TeamCASE
STUDY
Our case study highlight of the month is Remove the Doubt by West Yorkshire and Harrogate Cancer Alliance. This project was the Winner of the Cancer Experience of Care award category at PEN 2024. Head to our website via the button below to find out more. We promote #StealingWithPride at PEN and so please do take inspiration from the work of your colleagues!
Click here to read the Remove the Doubt Case Study AWARENESS DAYS
Some dates for your diary coming up that you may want to make a note of:
World AIDS Day (1st Dec)
International Day of Persons with Disabilities (3rd Dec)
International Volunteer Day (5th Dec)
Dry January
Love Your Liver Month (Jan)
World Braille Day (4th Jan)
Cervical Cancer Prevention Week (W/C 19th Jan)Later in this newsletter we have selected a range of case studies that show case best practice in these important areas.
PATIENT EXPERIENCE BOOK CLUB
Many of you will have heard our founder Ruth Evans ask who the real forebear of patient experience is, suggesting it was Florence Nightingale. So this month, we’re spotlighting her Notes on Nursing (1859): arguably the first patient-experience manifesto.
It’s a blunt, practical guide to what truly shapes a person’s experience of care: light, air, noise, diet, cleanliness, communication, dignity, and the conduct of staff.
More than 160 years later, the uncomfortable truth is how current it still feels. The challenges we label as “modern” - rushed interactions, unnecessary anxiety, poorly designed environments, preventable harm - were all set out here with startling clarity.
This isn’t history for decoration. It’s a reminder that the fundamentals of compassionate, safe care have been obvious for generations, and that we still have ground to make up.
Click here to buy the book UPCOMING PICKER
EVENTS
Healthcare teams often know from hearing patient stories where change is most needed. But it can be challenging to turn those experiences into sustainable improvements. That’s where Experience-Based Co-Design (EBCD) makes a difference by transforming patient, carer and staff experiences into joint priorities in the design process.
“We had amazing insights, but no structure. We needed a process to make it all come together.” - Jane Parr
We invite you to our free introductory session on 13 January, which explores the principles of co-production and co-design, show cases their importance in service development, and highlights the value they offer in strengthening patient and stakeholder collaboration to get better outcomes.
If your organisation requires tailored training and support please contact us and to discuss bespoke training options aligned to your specific priorities and goals.
Click here to sign up to our free introductory co-production session Click here to learn more about the our learning and development programme Patient Experience Week 2026
Patient Experience Week is an opportunity to celebrate the people who have positive impact on the patient experience. In 2026, Patient Experience Week is Mon 27th April – Friday 1st May.
Pop the date in your diary and we’ll be back in touch soon with all our plans!
PARTNER
EVENTSNHS Approved Training: Engaging Patients & Families in Complaints under Patient Safety Incident Response Framework and the Complaints Standards Framework
TUESDAY 2nd December 2025ONLINE
NHS Framework Approved Training
This virtual masterclass will build confidence in compassionately engaging and involving families and loved ones to work within the requirements of PSIRF and the Complaints Standards Framework. But more than this, the masterclass will support staff to go beyond compliance to understand the issues and emotional component on a deeper level; to have real authentic engagement and involvement with patients and families.
New frameworks such as PSIRF are now in place, but how do we not only comply with these, but go beyond compliance to have real authentic compassionate engagement and involvement with patients, families and indeed staff to make a real positive difference? Connecting new knowledge with emotions can really support long term learning, which is an important part of this masterclass.
Newsletter subscribers can get a 20% discount with code hcuk20pi
Click here to book your place NHS Complaints Summit: Improving Complaints Handling through the NHS Complaint Standards
THURSDAY 26th February 2026Virtual, ONLINE
This National Virtual Summit focuses on supporting staff to deliver good complaint handling and implementing and monitoring adherence to the PHSO National NHS Complaint Standards which are now being used and embedded across the NHS. 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 are welcomed and lead to change and improvements in patient care.
Newsletter subscribers can get a 20% discount with code hcuk20pi
Click here to book your place Confident and Effective Managment of Unreasonable Behaviour and Vexaticious Complaints
TUESDAY 3rd March 2026Virtual, ONLINE
Recent years have seen a seismic shift in patient expectations and how consumers across society express their concerns, and this is a highly interactive and effective workshop, to improve confidence and consistency in handling vexatious complaints.
With multi-faceted challenges across healthcare, team can feel that patient behaviours have become more challenging. During this masterclass, delegates will explore the current reality, consider our perceptions of the patient/healthcare provider interaction and then develop confidence and strategies & practical tips through case studies to ensure our skills and approach to communication can be further honed, developed or adapted.
Newsletter subscribers can get a 20% discount with code hcuk20pi
Click here to book your place MEMBER
NEWSUnderstanding the Standard; Why Accessible Information Matters in Every Patient Interaction - By Daniel-Morgan Williams, Director of Visualise Training and Consultancy
Black women in England continue to face disproportionately poor outcomes in maternity care
https://pexlib.net/?249127To mark Health Literacy Month in October, PIF relaunched the PIF TICK website to help people find trusted health information and avoid dangerous misinformation.
The new-look website at piftick.org.uk signposts users to more than 145 certified Trusted Information Creators, including national health charities.
PATIENT EXPERIENCE
NEWS
Time back to care
Ambient note-taking: more eye contact, better recall
Ambient documentation = an AI “scribe” that listens during the consultation and drafts the note so the clinician doesn’t have to type. Sites at the US Veterans Health Administration report more time talking, clearer plans captured in the record and a smoother visit for patients and clinicians. Read more (VA News).Yale study: AI notetakers reduced burnout and smoothed the visit
A Yale-linked analysis found AI notetakers cut documentation load (a driver of burnout) and improved the flow of the encounter. If you’re weighing a pilot in outpatient clinics, this is a useful evidence bite to bring to governance. Read more (Yale Daily News).Patient voice and co-design
Students co-create surgical research questions with the public
Imperial College students worked directly with patients and the public to shape which surgical questions get studied — a crisp example of upstream involvement that keeps research focused on what matters to people using services. Read more (Imperial News).What patients actually do in digital triage
A retrospective study of a symptom-based self-triage app (used before direct-to-consumer urgent care) shows how people actually navigate options, and when they follow advice to seek in-person care. Useful if you’re designing “digital front doors”: build flows around observed behaviour, not idealised pathways. Read the study on PubMed.
Small design changes that humanise care
Nature-themed MRI rooms to calm nerves
Addenbrookes wrapped its paediatric MRI suite in calming “underwater” scenes which reduced anxiety and sped set-up, resulting in fewer abandoned scans and a friendlier experience. It’s a low-tech, low-cost, high-impact idea many UK hospitals could replicate. See the example (Cambridge Network).Weighted blankets on wards
Patients reported lower anxiety during inpatient stays; easy to pilot and scale with basic governance. (Read more: Parkview Health.)Workforce and leadership moves that show up in PX
Nurse-led continuous improvement: small cycles, visible wins
Cleveland Clinic describes ward-level, nurse-led continuous improvement projects that lift outcomes, morale and efficiency - and make the day-to-day feel better for patients and teams. Read more (Consult QD).Nurse Leadership visits
A cross-sectional study examines “nursing leadership visits” in Brazil aimed at real-time experience improvement, not inspection. The paper outlines what to look for and how to act quickly. Read more at BMC NursingEquity and access in digital channels
Telemedicine and language: who’s being left behind?
A systematic review in Nature Communications shows patients with limited English proficiency face more barriers in telemedicine (fewer preventive services, more missed care), pointing to interpretation by default, simpler portals, and proactive outreach. Read more at Communications Medicine/Nature PortfolioFacilitated telemedicine for HCV & opioid treatment: five-year outcomes
Embedding hepatitis C treatment into opioid treatment programmes via facilitated telemedicine drove sustained clinical gains at five years and higher patient satisfaction, a design that reduces friction for people who often fall through system gaps. Read more at BMC Complementary Medicine & TherapiesRESOURCE LIBRARY
Integration & Continuity of Care
FINALIST 2019
Hywel Dda University Health Board
Home HealthCare - Home Support Team
Listen Here Strenthening the Foundation
FINALIST 2023
North East & Cumbria Learning Disability Network
Learning Disability Diamond Acute Care Standards
Watch Here Innovative Use of Technology, Social and Digital Media
FINALIST 2024Leeds Teaching Hospitals NHS Trust
Virtual Reality Headset for Adults with a Learning Disability
Read Here October 2025
PENLetter
OCTOBER 2025
ISSUE 127
'“Celebrate good times, come on!”
Hello,
What an inspiring few weeks it has been for us and our community, marked by the incredible success of the PEN25 Awards, which took place on 2nd October.
It was a true celebration of excellence in patient experience — a day filled with powerful stories, innovative projects, and well-deserved recognition for teams and individuals making a real difference across health and care. The passion and creativity shared at the event are the important reminder we all need for why this work matters so deeply.
Congratulations to our Overall Winners, Southern Health and Social Care Trust with their project, Seasons of Life.
Delivered in schools, ‘Seasons of Life’ recognises that grief extends beyond bereavement to include experiences such as parental separation, care placement, refugee status, and family imprisonment. Led by a multidisciplinary team, the trauma-informed initiative combines clinical expertise with creative approaches like narrative and art therapy and is inclusive of neurodiverse and ethnically diverse participants.
Over the coming weeks and months, we’ll continue to spotlight our award winners and finalists, sharing key learning from their projects, and reflecting on how their achievements can inspire change across our wider network.
Thank you to everyone who joined us — whether in person or in spirit — for helping make PEN25 such a memorable celebration. Together, we continue to champion the highest quality person centred care for all, always.
All the best,
The PEN TeamPEN25
AWARDS WINNERS, RUNNERS UP AND FINALISTSThe atmosphere at the University of Birmingham on Thursday, 2nd October, was one of pride and celebration, as healthcare leaders, innovators, and patient experience champions gathered for the 2025 Picker Experience Network Awards (PEN Awards). The venue brimmed with conversation, as health and social care colleagues from across the UK and around the world came together to celebrate the very best in patient experience.
Click here to see the full list of category Winners, Runners Up and Finalists at PEN2025 POINT OF
CARE FOUNDATIONThe Point of Care Foundation recently announced their closure at the end of this year.
The Point of Care Foundation has been an independent charity since 2013 with a mission to humanise healthcare in the UK. Like many small charities, the organisation has faced financial challenges in recent years. The Board of Trustees believe that the most sustainable way for its services and programmes to continue to have an impact for staff and citizens in the UK and Ireland is for these to be transferred to larger and more resilient organisations, which can continue to deliver them in the long term.
We would like to thank the Point of Care Foundation for their amazing contribution to the Patient Experience sector over the past 12 years and we are proud to continue the Experience of Care programme that was transferred to us in March 2025.
Click here to read the full news story AWARENESS DAYS
Some dates for your diary coming up that you may want to make a note of:
October - Black History Month
10th October - World Mental Health Day14th October - Allied Health Professions Day
November - Movember & Men’s Health
14th November - World Diabetes Day
INVOLVEMENT OPPORTUNITY
NHS Wales Performance and Improvement Team are currently exploring coproduction mechanisms across Wales to understand how best to work with teams in supporting people with lived experience.
Their aim is to ensure that lived experience voices are meaningfully heard and embedded within their programme, shaping both design and delivery in ways that reflect what matters most to them.
To express your interest in getting involved, click here UPCOMING PICKER
EVENTS
Person-Centred Procurement Webinar
12:30-13:45, 23 October 2025
ONLINE, FREEHosted by Amazon Business & Picker Institute
Join us for an exclusive session on transforming procurement in the health and care sector to better serve residents, patients, and staff.
Procurement in the health and care sector is often fragmented, inefficient, and disconnected from the very people it’s meant to support. In this session, we will explore how Person-Centred Procurement, anchored in the Picker Principles, is reshaping delivery, improving outcomes, and restoring time and focus back to frontline staff and colleagues.
What You’ll Learn
- Why person-centred procurement matters: and how it’s changing the landscape
- The Connected Care Solution (CCS): a smarter, more efficient approach to procurement
- Real-world case studies: how health and care providers are already seeing impact
- Practical steps to bring CCS into your own care setting
Areas That We Will Cover include Case Studies on how Amazon Business supports patients with sensory neurodivergence, dementia memory aids, and care at home .
Don’t miss this chance to reimagine procurement as a driver of better person centred care.
Click here to book your FREE Amazon Business Webinar place now
Effective Facilitation in Healthcare
Picker Institute
5th Nov 2025
IN-PERSON, LondonAre you bringing together patients, healthcare professionals, carers, researchers or service users?
Whether you are organising patient and public involvement events, co-design sessions, consultation or other engagement activities, it is essential to facilitate these spaces in ways that enable everyone to participate and ensure that all voices are heard.
This practical, in-person training day builds the confidence and skills needed to manage group dynamics and lead effective conversations, meetings, co-production work and involvement events in health and social care.
Click here to find out more and book your place
Measuring to Improve
Picker Institute
6th Nov 2025
ONLINEGood care starts with good measurement.
This one-day online course will show you why, what and how we measure health and social care, and how to use data to drive real improvements.
From choosing the right measures to analysing free text and using simple Excel tools for process control, you’ll learn practical skills to turn numbers into meaningful change.
Click here to find out more and book your place PARTNER
EVENTSFlippin’ Pain presents ‘Pain Education for the Nation!’
WEDNESDAY 15th October 2025, 17:30 - 19:30ONLINE or IN PERSON
The biggest and (possibly) the world’s largest ever pain education event, set to mark European Pain Awareness Day,.
‘Pain Education for the Nation’ is designed to help people affected by persistent pain to make sense of the (often surprising) science of pain.
Enjoy their trademark talk, listen to advice from lived experience experts, and pose your questions to the panel.
Click here to book your place Patient Involvement and Partnership for Patient Safety
WEDNESDAY 12th November 2025Virtual, ONLINE
This conference focuses on patient involvement and partnership for patient safety including implementing the New National Framework for involving patients in patient safety, and the role of the Patient Safety Partner (PSP) in your organisation or service. The conference will also cover engagement of patients and families in their own safety, and patient involvement under the Patient Safety Incident Response Framework.
Newsletter subscribers can get a 20% discount with code hcuk20pi
Click here to book your place NHS Approved Training: Engaging Patients & Families in Complaints under Patient Safety Incident Response Framework and the Complaints Standards Framework
TUESDAY 2nd December 2025ONLINE
NHS Framework Approved Training
This virtual masterclass will build confidence in compassionately engaging and involving families and loved ones to work within the requirements of PSIRF and the Complaints Standards Framework. But more than this, the masterclass will support staff to go beyond compliance to understand the issues and emotional component on a deeper level; to have real authentic engagement and involvement with patients and families.
New frameworks such as PSIRF are now in place, but how do we not only comply with these, but go beyond compliance to have real authentic compassionate engagement and involvement with patients, families and indeed staff to make a real positive difference? Connecting new knowledge with emotions can really support long term learning, which is an important part of this masterclass.
Newsletter subscribers can get a 20% discount with code hcuk20pi
Click here to book your place PATIENT EXPERIENCE BOOK CLUB
At Picker, we know that person centred care, where patients and providers work side by side as respected partners, is crucial for change and better outcomes in healthcare.
This vision comes to life in Clear Cane Chronicles by Cynthia Overton PhD. Drawing on her lived experience in the U.S. health care system and the Picker Principles of Person Centred Care, Cynthia shows how collaboration, respect, and a focus on what matters most to patients can safeguard the healthcare experience.
You can learn more about Cynthia’s journey and how person centred care can shape the future of safe, high-quality healthcare by reading her new book.
Click here to buy the book RESOURCE LIBRARY
PEN 25
Playlist
Listen Here 
PEN 25
Book of Best Practice
Read Here PENLetter
AUGUST 2025
ISSUE 127
It’s the Final Countdown!
Hello!
We are on countdown now until the Picker Experience Network (PEN) Awards 2025 on the 2nd October so it is all systems go here to ensure we can share and celebrate as much of the best-practice happening in person-centred care as possible.
This month’s news round-up is packed with examples of how providers, innovators and individuals are shaping a better patient (and colleague) experience. From practical ward-level improvements to big cultural shifts, we’ve selected the stories that inspire ideas and spark action.
We’re also announcing our International and DAISY PEN Lifetime Achievement Finalists for the PEN Awards that are coming up soon, as well as bringing another brand new, totally free webinar opportunity. This time we have partnered with Amazon Business to focus on Person-Centred Procurement.
This month’s stories show that improvements can be tech-led, culture-led or heart-led. Each one offers a spark for your own patient experience work. Let us know if you have some news or ideas to share, please do get in touch.
All the best,
The PEN TeamPEN25
AWARDS SHORTLISTED FINALISTSThe International and DAISY PEN Lifetime Achievement Award shortlisted finalists have now been announced, and we can’t wait to see as many of you as possible at our celebration in October.
Click here to see the PEN Awards 2025 Shortlisted Finalists CASE
STUDYOur Case Study this month is all about Perfect Dining Week by Manchester University Hospitals HNS Trust and how they used a command-centre model with real-time patient and process feedback to co-design improvements in food delivery and quality, involving staff across clinical, operational, and catering team.
Click here to read this months Case Study UPCOMING PICKER
EVENTS
Person-Centred Procurement Webinar
13:30-14:45 25, Sept 2025
ONLINE, FREEHosted by Amazon Business & Picker Institute
Join us for an exclusive session on transforming procurement in the health and care sector to better serve residents, patients, and staff.
Procurement in the health and care sector is often fragmented, inefficient, and disconnected from the very people it’s meant to support. In this session, we will explore how Person-Centred Procurement, anchored in the Picker Principles, is reshaping delivery, improving outcomes, and restoring time and focus back to frontline staff and colleagues.
What You’ll Learn
- Why person-centred procurement matters: and how it’s changing the landscape
- The Connected Care Solution (CCS): a smarter, more efficient approach to procurement
- Real-world case studies: how health and care providers are already seeing impact
- Practical steps to bring CCS into your own care setting
Don’t miss this chance to reimagine procurement as a driver of better person centred care.
Click here to book your FREE Amazon Business Webinar place now
Experience Based Co-Design Course
Picker Institute
Starting from 23rd Sept 2025
ONLINEOur EBCD course offers structured training in patient-centred service design techniques and quality improvement. It is open to anyone with an interest in co-design or patient and public involvement and is relevant to clinical and non-clinical staff and researchers.
EBCD course participants are taught how to draw on the experiences of patients, carers and staff to identify where change is needed and then to design and implement improvements together.
What participants will gain from the course:
- Structured training in patient-centred service design techniques that you will come back to again and again
- Tuition in how to capture the experiences of patients, carers and staff through discussion, observation, and filmed interviews (including options for doing this remotely)
- Access to real life examples of successful co-design projects
- Comprehensive study materials and practical guidelines
- Ongoing support throughout your project
- Invitation to join our thriving EBCD Community of Practice and free networking events.
Click here to find out more about our next EBCD course and book your place Patient Experience Network Awards 2025
THURSDAY 2nd October 2025
In-Person
The Picker Experience Network (PEN) Awards are the only awards programme in the UK dedicated to recognising best practice in patient experience across health and social care both in the UK and across the world.
Led by a not-for-profit, independent organisation, the awards celebrate real impact, highlighting approaches that improve care for patients, families, carers, and staff. With no ties to commercial or media partners, we focus solely on learning, excellence, and improvement.
We welcome attendees from across the sector, and event places are available to anyone to book and join us. The live event is so much more than just announcing our winners; we share best practice, you can network with colleagues from across the world and truly remember why it is that you do what you do!
Click here to find out more about booking an event place! PARTNER
EVENTSConfident and Effective Management of Unreasonable Behaviour and Vexatious Complaints
THURSDAY 11th September 2025Virtual, ONLINE
Recent years have seen a seismic shift in patient expectations and how consumers across society express their concerns, and this is a highly interactive and effective workshop, to improve confidence and consistency in handling vexatious complaints.
With multi-faceted challenges across healthcare, team can feel that patient behaviours have become more challenging. During this masterclass, delegates will explore the current reality, consider our perceptions of the patient/healthcare provider interaction and then develop confidence and strategies & practical tips through case studies to ensure our skills and approach to communication can be further honed, developed or adapted.
This session will explore in person, on the phone or online, reactions and behaviours which are unexpected and then go on to develop strategies to manage and diffuse those situations. This session will look at triggers and anticipating reactions to reduce escalation and importantly also how to manage situations to achieve a constructive outcome, whilst looking after ourselves and our teams
This course is suitable for anybody who deals with complaints as part of their job role, or anybody who may have to handle a complaint. This includes dedicated complaints teams & customer support teams and managers.
Newsletter subscribers can get a 20% discount with code hcuk20pi
Click here to book your place Patient Involvement and Partnership for Patient Safety
WEDNESDAY 12th November 2025Virtual, ONLINE
This conference focuses on patient involvement and partnership for patient safety including implementing the New National Framework for involving patients in patient safety, and the role of the Patient Safety Partner (PSP) in your organisation or service. The conference will also cover engagement of patients and families in their own safety, and patient involvement under the Patient Safety Incident Response Framework.
Newsletter subscribers can get a 20% discount with code hcuk20pi
Click here to book your place Improving the Effectiveness and Safety of Virtual Clinics and Wards
FRIDAY 28th November 2025IN PERSON or ONLINE
This conference will enable you to realise the full potential of virtual clinics and wards through innovative strategies ,technologies and practical case examples. The conference will discuss virtual clinics and how the use of digital consultations, triage and patient management and follow up can transform your service whilst ensuring patient safety, and the role of virtual wards in managing patients in their own homes. The conference will discuss the use of AI and the integration of patient monitoring devices to improve patient care and also discuss difficult issues such as information governance, group consultations, safeguarding, data and security.
The ongoing adoption of virtual clinics and wards is critical to meet growing demands for healthcare whilst freeing up hospital resources and reducing waiting times.
Newsletter subscribers can get a 20% discount with code hcuk20pi
Click here to book your place NEWS
AI & Digital Innovation
Kaiser Permanente’s AI “front door” spots urgent cases: A digital navigator built into the patient portal detected urgent medical cases with 97.7% accuracy - a clear example of AI improving safety and patient trust.
Kaiser Permanente AI NLP front door heightens the patient experienceWhiteboards that transform check-out: Sometimes the simplest ideas have the biggest impact. A digital “whiteboard” streamlined discharge, improving flow and reducing delays for thousands of patients a month.
How a simple “whiteboard” improves the patient checkout experienceAmbient documentation eases burden for staff and patients: Clinicians using speech-enabled tools reported reduced burnout and smoother consultations - a reminder that improving staff experience improves patient experience.
Study finds ambient documentation technology reduces burnout and increases well-being in cliniciansWorkforce & Culture
Hybrid nursing model boosts engagement: By restructuring teams to increase nurse visibility on wards, OU Health saw a rise in both staff engagement and patient experience scores.
OU Health launches hybrid nursing model
Empathy in every consultation: Research from the University of Leicester’s Stoneygate Centre reveals that adding empathy to routine consultations raises patient satisfaction by 10% and cuts staff burnout by 50% - evidence that compassion benefits everyone. Adding empathy to health consultations found to boost patient and staff satisfaction with the NHS
Research & Evidence
Navigation trial in lung cancer care: A randomised study showed that patient navigation with symptom monitoring improved satisfaction and quality of care for those with advanced lung cancer.
A randomized trial of patient navigation with symptom-monitoring in advanced lung cancer
Shared decision-making (SDM) works: A meta-analysis confirmed that aligning care with patient preferences improves treatment adherence and satisfaction - evidence that SDM is more than a buzzword.
Amplifying the ‘quiet voices’ in hospital dining
This study explores how healthcare staff can act as proxies to capture real-time mealtime experiences for patients who are unable to give direct feedback. This approach helps ensure that even the most vulnerable voices are heard and included in service improvement.
Amplifying the quiet patient voices: Capturing patient meal experiences through proxy feedback
DASIY
HONOUREESThe DAISY Foundation was established in 1999 by the family of J. Patrick Barnes who died from complications of the autoimmune disease Idiopathic Thrombocytopenia Purpura (ITP) at the age of 33.
DAISY is an acronym for Diseases Attacking the Immune System.
The DAISY Award® is a special honour given to extraordinary nurses for the compassionate contributions they make every day going above and beyond expectations in science and sensitivity. You can click the button below to see the latest DAISY Honourees in the UK throughout June, July and August and we are delighted to be announcing the inaugural DAISY PEN Lifetime Achievement recipient at this year’s PEN Awards.
Click here to see the latest DAISY Honourees for June, July & August PATIENT EXPERIENCE BOOK CLUB
Compassionomics shows that compassion isn’t a ‘nice-to-have’, it’s a clinical intervention with measurable impact. Physicians Stephen Trzeciak and Anthony Mazzarelli synthesise hundreds of studies linking compassionate care to better adherence, fewer complications, shorter stays, lower costs and reduced clinician burnout. They argue that small moments of connection, listening fully, validating emotion, explaining clearly, can change outcomes without adding time. For patient experience leaders, it’s a powerful evidence base and a practical playbook. Use it to brief boards, energise teams and redesign touchpoints. Start with three habits: make eye contact, ask what matters most, and summarise next steps. Compassion, it turns out, is scalable.
Click here to buy the book RESOURCE LIBRARY
Partnership Engagement Network
Tameside and Glossop Strategic Commission
Integration and Continuity of Care FINALISTPEN 2019
Listen Here Reviewing Respite Provision in South Tyneside
North East & North Cumbria ICB and South Tyneside & Sunderland NHS FT
Communicating Effectively with Patients and Families
FINALISTPEN 2023
Read Here 
The Retreat at Birchwood
Lancashire and South Cumbria NHS Foundation Trust
Commissioning for Patient Experience
FINALISTPEN 2024
Watch Here July 2025
PENLetter
JULY 2025
ISSUE 125
Finalists Announced!
Hello!
This month our panel of dedicated PEN Awards Judges have been very busy reading all of this year’s submissions and we have now got back all of their scores, comments and feedback which means that we delighted to share our shortlisted finalists for the Picker Experience Network Awards 2025!
We are looking forward to celebrating with everyone at our live event on the 2nd October 2025 at the University of Birmingham and we’ll share more details below and how you can join us, even if you aren’t one of this year’s finalists. The day is so much more than just announcing our award winners! It’s about sharing best practice, networking with colleagues from across the country (and beyond!) and #StealingWithPride. We would love to see as many of you there as possible.
For now, however, we hope you are enjoying the change of pace that summer often brings, and as ever, if you have any thoughts, feedback or stories to share, please do get in touch.
All the best,
The PEN TeamPEN25
AWARDS SHORTLISTED FINALISTSEvery year we are amazed at the submissions that come through to us for the PEN Awards and 2025 is no exception.
Our Judges had the pleasure of working their way through all of this year’s submissions and we are now delighted to announce our shortlisted finalists.
The International and Lifetime Achievement Award categories shortlist will be announced in the coming weeks.
Click here to see the PEN Awards 2025 Shortlisted Finalists CASE
STUDYThis month’s Case Study is from Pluto Play Productions and Doctors in Distress.
The ‘Beneath the White Coat’ Play was the Runner Up of the 2023 Staff Engagement and Improving Staff Experience.
Pluto Productions, established in 1997, has had a 28 year track record of delivering play performances, across a wide range of topics around health and social care. The plays can be performed ‘radio play style’ and cover topics ranging from micro-aggression to patient safeguarding. An important element of every play performance is the discussion following the play where attendees can share their own lived experiences both professional and personal in relation to the topics we deliver.
Pluto Play Productions are available to be commissioned to write plays, workshops and role play exercises - the key is learning insight and professional and personal development.
Click here to read this month’s Case Study UPCOMING PICKER
EVENTS
Person-Centred Procurement Webinar
13:30-14:45 25, Sept 2025
ONLINE, FREEHosted by Amazon Business & Picker Institute
Join us for an exclusive session on transforming procurement in the care sector to better serve residents, patients, and care staff.
Procurement in the care sector is often fragmented, inefficient, and disconnected from the very people it’s meant to support. In this session, we will explore how Person-Centred Procurement, anchored in the Picker Principles, is reshaping care delivery, improving outcomes, and restoring time and focus back to frontline carers.
What You’ll Learn
- Why person-centred procurement matters: and how it’s changing the landscape
- The Connected Care Solution (CCS): a smarter, more efficient approach to care home procurement
- Real-world case studies: how care providers are already seeing impact
- Practical steps to bring CCS into your own care setting
Don’t miss this chance to reimagine procurement as a driver of better care.
Click here to register your interest in the FREE Amazon Business Webinar Patient Experience Network Awards 2025
THURSDAY 2nd October 2025
In-Person
The Picker Experience Network Awards (PEN Awards) are the UK’s only awards programme dedicated to recognising best practice in patient experience across health and social care.
Led by a not-for-profit, independent organisation, the awards celebrate real impact, highlighting approaches that improve care for patients, families, carers, and staff. With no ties to commercial or media partners, we focus solely on learning, excellence, and improvement.
We welcome attendees from across the sector, and event places are available to anyone to book and join us. The live event is so much more than just announcing our winners; we share best practice, you can network with colleagues from across the world and truly remember why it is that you do what you do!
Click here to find out more about booking an event place! PARTNER
EVENTSNational Cancer Patient Patient Experience Survey Results 2024 Webinar
TUESDAY 12th August 2025, 10:00 - 12:30Virtual, ONLINE, FREE
The 2024 National Cancer Patient Experience Survey (NCPES) results have been published.
The NCPES has been carried out annually since 2010, generating data and insight into the experiences people have of cancer care in England. The 2024 survey was sent to 127,021 people. 64,055 people responded to the survey, a response rate of 50%. There are four comparable years of data available from 2021 to 2024.
If you are interested in hearing more about the national results of the 2024 survey, you can sign up to the results webinar hosted by NHS England.
Click here to book your place Confident and Effective Management of Unreasonable Behaviour and Vexatious Complaints
THURSDAY 11th September 2025Virtual, ONLINE
Recent years have seen a seismic shift in patient expectations and how consumers across society express their concerns, and this is a highly interactive and effective workshop, to improve confidence and consistency in handling vexatious complaints.
With multi-faceted challenges across healthcare, team can feel that patient behaviours have become more challenging. During this masterclass, delegates will explore the current reality, consider our perceptions of the patient/healthcare provider interaction and then develop confidence and strategies & practical tips through case studies to ensure our skills and approach to communication can be further honed, developed or adapted.
This session will explore in person, on the phone or online, reactions and behaviours which are unexpected and then go on to develop strategies to manage and diffuse those situations. This session will look at triggers and anticipating reactions to reduce escalation and importantly also how to manage situations to achieve a constructive outcome, whilst looking after ourselves and our teams
This course is suitable for anybody who deals with complaints as part of their job role, or anybody who may have to handle a complaint. This includes dedicated complaints teams & customer support teams and managers.
Newsletter subscribers can get a 20% discount with code hcuk20pi
Click here to book your place Improving the Effectiveness and Safety of Virtual Clinics and Wards
FRIDAY 28th November 2025IN PERSON or ONLINE
This conference will enable you to realise the full potential of virtual clinics and wards through innovative strategies ,technologies and practical case examples. The conference will discuss virtual clinics and how the use of digital consultations, triage and patient management and follow up can transform your service whilst ensuring patient safety, and the role of virtual wards in managing patients in their own homes. The conference will discuss the use of AI and the integration of patient monitoring devices to improve patient care and also discuss difficult issues such as information governance, group consultations, safeguarding, data and security.
The ongoing adoption of virtual clinics and wards is critical to meet growing demands for healthcare whilst freeing up hospital resources and reducing waiting times.
Newsletter subscribers can get a 20% discount with code hcuk20pi
Click here to book your place DASIY
HONOUREESThe DAISY Foundation was established in 1999 by the family of J. Patrick Barnes who died from complications of the autoimmune disease Idiopathic Thrombocytopenia Purpura (ITP) at the age of 33.
DAISY is an acronym for Diseases Attacking the Immune SYstem.
The DAISY Award® is a special honour given to extraordinary nurses for the compassionate contributions they make every day going above and beyond expectations in science and sensitivity. You can click the button below to see the latest DAISY Honourees in the UK throughout April and May and we will be making an announcement in our next up date about the DAISY Lifetime Achievement Award that will be a new addition to PEN Awards 2025 this year.
Click here to see the latest DAISY Honourees for April and May RESOURCE LIBRARY
Home Healthcare - Home Support Team
Hywel Dda University Health Board
Integration and Continuity of Care FINALISTPEN 2019
Listen Here One Stop Advice Shop
Birmingham Women’s and Children’s NHS FT
Partnership working to Improve the Experience
RUNNER UPPEN 2023
Read Here Care at the End of Life
The Royal Wolverhampton NHS Trust
Making Complaints Count
WINNERPEN 2024
Watch Here June 2025
PENLetter
JUNE 2025
ISSUE 123
It’s Judging Season!
Hello!
We’ve had one of our busiest month of the year since our last newsletter as our deadline closed for this year’s Picker Experience Network Awards 2025 (#PEN25).
It has been another bumper year for submissions, with even more new organisations making their very first submissions to the PEN Awards alongside our loyal participants that are once again back showcasing their their amazing work over the past 12 months.
All of our submissions have now gone out to our Judges, and they will spend the next 2 weeks reading, marking and making their comments. It’s going to be a tough year for them as we have had so many brilliant submissions, and as ever, we thank them for their time and contribution.
We will be announcing our PEN25 shortlisted finalists on Monday 28th July so check back on our website them to find out more!
The other big announcement this month was of course the 10 year health plan for England, and we have included our CEO’s response to this below too.
We hope you enjoy this month’s edition, which has a “partnership” theme throughout following the focus on patient partnership last week, and as always, we welcome your feedback.
All the best,
The PEN TeamPICKER
NEWS
Power to the People?
Chris Graham, Group CEO of the Picker Institute has responded to the 10 year health plan for England; a genuinely ambitious vision of the future of health built around “one core purpose: to put power in patients’ hands” (p22). The goals are lofty: but has the plan itself been worth the wait?
Click here to read our full response to the 10 Year Health Plan for England CASE
STUDYThis month’s Case Study is from Walsall Connected; a partnership between Walsall Council, Bloxwich Community Partnership and Walsall Healthcare Trust.
Walsall Connected was the winner of the 2024 Partnership Working to Improve the Experience category and was a project that revolutionised digital inclusion by bridging the pandemic-induced divide through a powerful coalition of the Council, Community Groups, and health services.
Click here to read this month’s Case Study UPCOMING PICKER
EVENTS
We are delighted to announce the recent launch of our Learning and Development programme supporting person centred quality improvement in healthcare.
This new offer includes accredited training courses, practical workshops, webinars and coaching for individuals, teams, Trusts and organisations seeking to improve care experiences. Participants also gain access to toolkits, resources and an active community of practice to support continued learning and collaboration.
Click here to learn more about our L&D opportunities Co-Production: Free Taster Session
Weds 16th July 2025, 11:00
ONLINE, FREECurious about co-production in healthcare but not sure where to start? Join our free 1-hour online taster session to explore how co-design and co-production can support person centred care, and discover how our courses can help you bring these approaches into your work.
What You’ll GainIn this 1-hour session you will:
- Explore what co-production means in a healthcare context.
- Understand how co-production supports person centred care.
- Get an overview of our full range of courses in co-design and co-production.
- Experience how our online learning works.
- Ask questions and get advice tailored to your individual or team learning needs.
Who Should Attend?
This session is ideal for:- Individuals or teams who are new to co-production.
- People working in health and social care who are looking to embed co-production across services or in research, but aren’t sure where to start.
- Anyone interested in improving services through collaboration with patients, carers, and staff.
- People wanting to find out more about the co-production courses and support available through Picker’s Learning and Development Programme.
Click here to book your free taster session Patient Experience Network Awards 2025
THURSDAY 2nd October 2025
In-Person
The Picker Experience Network Awards (PEN Awards) are the UK’s only awards programme dedicated to recognising best practice in patient experience across health and social care.
Led by a not-for-profit, independent organisation, the awards celebrate real impact, highlighting approaches that improve care for patients, families, carers, and staff. With no ties to commercial or media partners, we focus solely on learning, excellence, and improvement.
Click here to find out more about the awards! PARTNER
EVENTSConfident and Effective Management of Unreasonable Behaviour and Vexatious Complaints
THURSDAY 11th September 2025Virtual, ONLINE
Recent years have seen a seismic shift in patient expectations and how consumers across society express their concerns, and this is a highly interactive and effective workshop, to improve confidence and consistency in handling vexatious complaints.
With multi-faceted challenges across healthcare, team can feel that patient behaviours have become more challenging. During this masterclass, delegates will explore the current reality, consider our perceptions of the patient/healthcare provider interaction and then develop confidence and strategies & practical tips through case studies to ensure our skills and approach to communication can be further honed, developed or adapted.
This session will explore in person, on the phone or online, reactions and behaviours which are unexpected and then go on to develop strategies to manage and diffuse those situations. This session will look at triggers and anticipating reactions to reduce escalation and importantly also how to manage situations to achieve a constructive outcome, whilst looking after ourselves and our teams
This course is suitable for anybody who deals with complaints as part of their job role, or anybody who may have to handle a complaint. This includes dedicated complaints teams & customer support teams and managers.
Newsletter subscribers can get a 20% discount with code hcuk20pi
Click here to book your place PATIENT PARTENRSHIP WEEK
Last week The Patients Association launched Patient Partnership Week, a week-long programme of free online events exploring how how genuine partnership with patients can create a fairer, more responsive and more effective health and care system.
We recently released a podcast episode of our own on how to improve partnership work:
🎧 The Essential Ingredients for Effective Patient Partnership
With Ruth Evans, Sara Turle, and Wendy Matthews
Explore the building blocks of effective patient partnership, from creating psychologically safe environments to building mutual trust and staff-patient collaboration. Key themes include:
- Leadership commitment and trust
- Creating a culture of shared purpose
- The interplay between patient and staff experience
- Sustaining authentic engagement
Click here to listen to the episode PATIENT EXPERIENCE BOOK CLUB
Turn the Ship Around: A True Story of Turning Followers Into Leaders by L. David Marquet
Leadership lessons from a nuclear submarine captain to help you transform how you work.
This month we focus on a book that you may not typically read – but it covers some very interesting themes and touches on the power of #Hellomynameis but in a very different setting. We’d love to hear your comments on this or any of the books we have featured.
Captain David Marquet was used to giving orders. In the high-stress environment of the USS Santa Fe, a nuclear-powered submarine, it was crucial his men did their job well. But the ship was dogged by poor morale, poor performance and the worst retention in the fleet.
One day, Marquet unknowingly gave an impossible order, and his crew tried to follow it anyway. He realized he was leading in a culture of followers, and they were all in danger unless they fundamentally changed the way they did things.
Marquet took matters into his own hands and pushed for leadership at every level. Before long, his crew became fully engaged and the Santa Fe skyrocketed from worst to first in the fleet.
No matter your industry or position, by reading Marquet's business classic, you can learn how to create a workplace where everyone takes responsibility for their actions, people are healthier and happier - and everyone is a leader.Click here to buy the book RESOURCE LIBRARY
Cornwall and Isles of Scilly End of Life Learning Path
Royal Cornwall Hospitals NHS Trust
Partnership Working to Improve the Experience FINALISTPEN 2022
Listen Here A System of Partnership Working
Welsh Ambulance Service
Partnership working to Improve the Experience
FINALISTPEN 2024
Read Here The Story Shop -Bringing Mental Health Stories to Life
Nottinghamshire Healthcare NHS Trust
Partnership Working to Improve the Experience WINNER
PEN 2015
Watch Here May 2025
PENLetter
MAY 2025
ISSUE 122
May was blooming with Patient Experience possibility!
Welcome
Hello and welcome to the May edition of the PENLetter. It's been a busy and energising month, and we’re delighted to welcome so many new readers to the network. This month, we’ve seen a brilliant increase in international engagement, alongside fresh connections across the UK.
May was full to the brim: webinars, workshops, symposia (yes, we’re going Latin!), and a keynote. We also loved seeing your stories and reflections during Patient Experience Week - thank you for sharing your insights and passion. More on that later in this issue.
Looking ahead, our big focus is the Picker Experience Network Awards, with the countdown now on. The deadline for entries is fast approaching at the end of June, so if you're planning to submit, make sure you log into the portal and get your entry underway.
We hope you enjoy this month’s edition, including a foodie focus, and as always, we welcome your feedback.
All the best,
The PEN teamPICKER
IMPACT
REPORT
As we are now part of Picker we feature in this year’s impact report, alongside other key work that Picker have achieved over the last year.
The report highlights a year of progress towards our shared vision of the highest quality person centred care for all, always.
Key achievements include:
- Supporting over 700,000 NHS staff to share their views through national survey programmes
- Delivering high-impact evaluations across the health and care system
- Responding rapidly to public inquiries with rigorous, trusted evidence
- Hosting the first integrated PENNA event—bringing together 300+ champions of person-centred car
From influencing policy to inspiring and empowering staff, Picker continues to make a measurable difference.
Click here to read the 2025 Impact Report PATIENT EXPERIENCE WEEK
Since our last newsletter, we’ve celebrated Patient Experience Week - and what a week it was. We were thrilled to see so many of you sharing updates, reflections, and celebrations across platforms. The energy and creativity across the network were both inspiring and humbling.
A special shout-out goes to the following organisations whose contributions particularly stood out to us online
- Midland Partnership University NHS Foundation Trust
- Milton Keynes University Hospital NHS Foundation Trust
- The Dudley Group NHS Foundation Trust
We also used the week to launch a mini-series of Patient Experience Podcasts and a webinar, designed to share practical insights for anyone looking to enter the Picker Experience Network Awards (PENA) or improve their partnership work.
🎧 The Essential Ingredients for EffectivePatient Partnership
With Ruth Evans, Sara Turle, and Wendy Matthews
Explore the building blocks of effective patient partnership—from creating psychologically safe environments to building mutual trust and staff-patient collaboration. Key themes include:
- Leadership commitment and trust
- Creating a culture of shared purpose
- The interplay between patient and staff experience
- Sustaining authentic engagement
🎧 In Conversation with Hazel Carter – Life as a Carer and Patient
Hazel Carter, author of Life's Good, It’s the Disease That’s the Problem, shares her dual experiences as a carer and patient. This powerful conversation covers:
- The emotional and practical realities of navigating care
- How small acts of empathy create lasting impact
- Ideas for improving continuity, coordination, and communication
- What “good” looks like from a patient perspective
🎧 Recognition, Connection, and the Nursing Magic – A Conversation with the DAISY Foundation
With Bonnie Barnes and Carolyn Fox
We explore the DAISY Foundation’s mission to recognise extraordinary nurses and midwives, and how meaningful recognition contributes to care quality. Highlights include:
- The evidence base behind recognition and retention
- The role of the DAISY Award in sustaining morale
- Keeping human connection alive under pressure
🎧 What Matters Most – Empathy, Communication and Shared Agenda Setting
With Ruth Evans and Alf Collins
Alf and Ruth discuss how to keep “what matters most to patients” at the heart of care, particularly within the constraints of modern healthcare systems. Topics include:
- Empathetic, collaborative communication techniques
- Barriers to behaviour and system change
- Resources to support person-centred care in practice
Click here to go to Patient Experience Radio to listen to our latest podcast episodes NEWS
From the Point of Care Foundation
Dear friends,
Our big news is that we have transferred our Experiences of Care programme across to the Picker Institute. Picker are one of the leading organisations worldwide in the measurement and improvement of patient-centred care, so we’re excited about the scope for future development of our work in training people in EBCD and other patient-centred change methodologies.
We’ve taken the decision to focus exclusively on Schwartz Rounds as our means to deliver on our mission to make health and care more human. Schwartz Rounds have a huge impact on human healthcare because they help to create cultures where individual care-givers and other health and care staff can thrive.
Serving Up Satisfaction: How Food and Nutrition Shape the Patient Experience
We have seen the positive link between food/ nutrition and the patient experience in some of our submissions over the years . This article reminds us of the power of nutrition in patient care and we have included some case studies in our library at the end of this newsletter.
This paper explores how pictorial menus improved patient experience and received mostly positive staff feedback. However, they increased plate wastage and did not alter patients' nutritional intake. So mixed results.
PATIENT EXPERIENCE BOOK CLUB
Compassionate Leadership by Michael West
After seeing Michael West speak again recently, we were reminded of the impact and relevance of his seminal book, Compassionate Leadership. It's a timely read as conversations around empathy, compassion, and inclusive leadership continue to gain momentum in healthcare.
The book explores themes such as:
- If it’s not inclusive, it’s not compassionate leadership
- Compassionate leadership for quality improvement and innovation
- The evidence for compassion in health and social care
- The role of self-compassion in sustaining leadership
As more of you ask about how to embed empathy and compassion in your organisations, this book feels especially timely. We’ve recently been invited to speak and run workshops on these themes, reflecting a growing recognition that compassion isn’t just a personal virtue, but a leadership and quality strategy.
UPCOMING PICKER
EVENTS
Patient Experience Network Awards 2025
THURSDAY 2nd October 2025
In-Person
DEADLINE FOR SUBMISSIONS - Sunday 29th June 2025
The Picker Experience Network Awards (PEN Awards) are the UK’s only awards programme dedicated to recognising best practice in patient experience across health and social care.
Led by a not-for-profit, independent organisation, the awards celebrate real impact, highlighting approaches that improve care for patients ,families, carers, and staff. With no ties to commercial or media partners, we focus solely on learning, excellence, and improvement. All entries are reviewed by expert judges from across sectors.
You can nominate yourself or others across a wide range of categories, from co-production and inclusion to leadership and improvement.
Have questions or want to talk through your entry?
📧awards@picker.org| 📞 03333 44 7060We can’t wait to see your submission.
Click here to find out more and enter the awards! Point of Care Foundation
Experience Based Co-Design Course
Starting from 10th June 2025
ONLINEWe’re excited that the acclaimed Point of Care Foundation Experience-Based Co-Design (EBCD) course has found its new home at Picker.
Whether you're a researcher, frontline staff member, or simply curious about patient and healthcare staff co-design, this course offers a step-by-step dive into person centred improvement. This is an opportunity to learn how to draw on real experiences of patients, carers and staff to drive change in health and care settings.
What you’ll get:
🟣4 x 2-hour interactive sessions on Zoom, including a real-life case study
🟣Access to the EBCD Handbook and Toolkit
🟣A start-anywhere approach: Start wherever you are in your EBCD journey
🟣A chance to connect with peers and get one-to-one support
🟣Recordings and resources available for 6 months post-courseJoin us for one of our upcoming EBCD courses, starting from 10th June 2025, and become part of our community of practice.
Click here to find out more about the Experience Based Co-Design Course UPCOMING PARTNER
EVENTS
NHS England Carers Week
9th - 15th June
Virtual, ONLINECarers Week is an annual awareness campaign led by Carers UK to recognise the vital contribution made by the 4.7 million unpaid carers across England. This year the NHS England Experience and Partnerships team are hosting a week of webinars around the theme ‘Caring about Equality’, calling for an equal society where carers are truly valued, recognised and supported. The webinars are designed to share best practice, and provide opportunities for services to network and link, upscale work and share lessons learned.
They are delighted to be joined by a number of guest speakers throughout the week, so please join them as they shine a light on the fantastic work happening across our providers, systems and regions to support unpaid carers.
9th June - 14:00
Life Beyond the Cubicle: E learning modules to support working well with families and friend sin mental health crises
Dr Dorit Braun (Making Families Count, Life Beyond the Cubicle project)
Book your place here.10th June - 14:00
Identifying key financial challenges facing UPC and how systems can support.Hayley Eccles (ADASS) , Claudia Brown (ADASS) & Morgan Vine(Independent Age)
Book your place here.11th June - 14:00
Become a Carer Friendly Employer - Supporting Unpaid Carers in the WorkplaceJude Boyle(Derbyshire County Council)
Jayne Davies (Derbyshire Carers Association)
Amanda Rawlings(University Hospitals of Derby & Burton NHS FT)
Jemma Walker(Derbyshire Community Health Services NHS FT)
Book your place here.12th June - 11:00
Young Carers: Caring About EqualityPromoting greater recognition, respect, and support for young carers
Sarah Collin & Stacey Warren (Family Action)13th June - 10:00
Carers TrustIdentifying and supporting young carers and young adult carers who care for an adult with amental illness
13th June - 14:00
Ageing Well Carers Intensive Support Team
A new way to support unpaid Carers who are caring for those within Dementia, Frailty and Older Adult’s Mental Health Services.
Nancy Smith & Jen Marshall (Essex Partnership University NHS FT)
Responding to Patient Safety Incidents for Learning and Improvement; The Patient Safety Incident Response Framework (PSIRF)
WEDNESDAY 11th June 2025
Virtual, Online
This national conference looks at the practicalities of responding to patient safety incidents for learning and improvement under the Patient Safety Incident Response Framework (PSIRF). The conference will also update delegates on best practice in patient safety incident investigation and response systems and include an practical case study based overview of key tools and techniques that can be used to investigate incidents including under PSIRF including After Action Reviews, SEIPS and Thematic Reviews. The conference will support you to compassionately involve those affected by patient safety incidents and challenge your pre existing lens to inspire cultural change with PSIRF and deliver improvement.
Healthcare Conferences are pleased to offer a 20% discount with code hcuk20pi
Click here to book your place! The Northumbria Way - A Culture of Continual Improvement of Patient and Staff Experience
THURSDAY 12th June 2025
Virtual, Online
This session will provide attendees with insight into the approach adopted by Northumbria Healthcare NHS Foundation Trust to developing an organisational culture that supports the continual data driven improvement of patient and staff experience.
Northumbria Healthcare NHS Foundation Trust has developed a well-recognised and award winning patient experience improvement programme that spans a more than a decade. In 2018, the organisation took important steps to invest in the health and wellbeing of its staff, by developing a similar, integrated staff experience programme. This session will provide attendees with the opportunity to understand the 3 key elements of the Northumbria programmes; measurement and reporting; improvement approaches; and collaborative working practices.
Healthcare Conferences are pleased to offer a 20% discount with code hcuk20pi
Click here to book your place! Patient Partnership Week 2025
30th June - 4th July
The Patients Assocaition are excited to announce the launch of Patient Partnership Week 2025. This week-long programme of free online events will explore how genuine partnership with patients can create a fairer, more responsive and more effective health and care system.
The week brings together patients, healthcare professionals and policymakers to explore what good partnership looks like in practice, and why it matters now more than ever. From increasing patient agency to improving access to care and designing digital tools that work for everyone, the sessions will tackle some of the most urgent challenges facing health and care today.
They have a range of events running throughout the week and social media assets available to all that would like to get involved.
Click here to find out more IN
MEMORIUM
This month, we remember Les, a much-loved member of the Patient Experience Network. His warmth, wisdom, and generosity touched everyone who had the pleasure of working with him.
We were honoured to attend the recent celebration of his life, and to hear more about the remarkable person he was. Les’s contribution to PEN, especially at our awards events, will always be remembered with gratitude.
Our thoughts are with Penny, Emma, and Lizzie, and all who knew and loved him.
Pictured: Les at PENNA 2017
RESOURCE LIBRARY
Making Food Fun
Serco Health and Norfolk & Norwich University Hospitals NHS FT
Personalisation of Care FINALISTPEN 2019
Listen Here Knead to Chat
Leicestershire Partnership NHS Trust
Environment of Care WINNER
PEN 2019
Read Here Perfect Dining Week
Central Manchester University Hospital NHS Trust
Environment of Care WINNER
PEN 2016
Watch Here April 2025
PENLetter
APRIL 2025
ISSUE 119
Patient Experience Week
Patient Experience Week, #PEW25, is an opportunity to celebrate the people who have positive impact on the patient experience. Today is the first day of celebrations, Mon 28th April – Friday 2nd May 2025, and the theme of the celebrations is ‘Building the Foundations of Experience’.
We know that brilliant things are being done every day to improve the experience of care for all involved – patients, family members, carers and health care professionals. Patient Experience Week provides a focussed time for us, and other organisations, to celebrate these accomplishments, re-energise and re-inspire as well as recognise the people who impact the patient experience every day. On our website we have a range of ideas to help you celebrate!
As part of Patient Experience Week, we are hosting a free Webinar, ‘How to Write A Successful PEN Award Entry’. You can register online for free just by clicking the button below.We have some Patient Experience Week Resources available for you to download, a certificate of appreciation, a social media graphic and a Patient Experience Week Poster that can be printed out to put up in offices, wards and staffrooms. Just scroll to the bottom of this email to download any of them for free!
We are also releasing a series of Podcasts over on Patient Experience Radio over Patient Experience Week looking at a recipe for success for Patient Partnership, and the magic of nursing, amongst other topics. We will be flagging these on our socials - please follow us if you are not already to be amongst the first to listen to these. Don’t forget we are also now on Bluesky: @pen-news.bsky.social
Also on our website we have hundreds of videos, case studies and podcasts – most are just 10 minutes long so are perfect to start a discussion for a team meeting or some personal inspiration over a coffee. These have been given to us knowing they will be shared – so please do steal with pride – with our blessing.
We look forward to hearing about all your Patient Experience Week activity. Tag us in our socials and we’ll share all your work whenever we can!
All the best,
Ruth and Helen
PEN TeamWEBINAR REGISTRATION
The PEN Awards are the first and only awards programme to recognise best practice across all areas of person centred care in the UK and beyond.
Join us on the 30th April, 12:00 - 13:00, where you will hear from members of our Judging panel as well as previous winners, all discussing their tips on what makes a successful PEN Awards entry.Click here to register for the free Webinar Click here to go to Patient Experience Radio to listen to our latest podcast episodes UPCOMING PICKER
EVENTS
Picker Symposium
TUESDAY 20th May 2025
In-Person
Picker, in partnership with the Point of Care Foundation, will be hosting the Learning from Experiences: The Person Centred Care Symposium. The symposium has been postponed from February 2025 and will now take place on Tuesday, 20th May 2025, from 9.00 am – 4.45pm at IET Birmingham Austin Court. This event is designed to provide a unique space where you can think differently, reflect deeply, and share experiences.
Click here to book your place! Patient Experience Network Awards 2025
THURSDAY 2nd October 2025
In-Person
Our 15th annual awards celebrating the very best in Patient Experience will take place on Thursday 2nd October 2025, once again back at the University of Birmingham. All submissions include one place at the event, whether you are shortlisted or not!
Our key deadlines are as follows:
Sunday 29th June 2025 – All Submissions CLOSE FOR ENTRY
Monday 28th July 2025 – Shortlisted Finalists ANNOUNCED
Click here to find out more and enter the awards! UPCOMING PARTNER
EVENTS
Patient Involvement & Partnership for Patient Safety
WEDNESDAY 14th May 2025
Virtual, Online
This conference focuses on patient involvement and partnership for patient safety including implementing the New National Framework for involving patients in patient safety, and the role of the Patient Safety Partner (PSP) in your organisation or service. The conference will also cover engagement of patients and families in their own safety, and patient involvement under the Patient Safety Incident Response Framework.
Healthcare Conferences are pleased to offer a 20% discount with code hcuk20pi
Click here to book your place! Responding to Patient Safety Incidents for Learning and Improvement; The Patient Safety Incident Response Framework (PSIRF)
WEDNESDAY 11th June 2025
Virtual, Online
This national conference looks at the practicalities of responding to patient safety incidents for learning and improvement under the Patient Safety Incident Response Framework (PSIRF). The conference will also update delegates on best practice in patient safety incident investigation and response systems and include an practical case study based overview of key tools and techniques that can be used to investigate incidents including under PSIRF including After Action Reviews, SEIPS and Thematic Reviews. The conference will support you to compassionately involve those affected by patient safety incidents and challenge your pre existing lens to inspire cultural change with PSIRF and deliver improvement.
Healthcare Conferences are pleased to offer a 20% discount with code hcuk20pi
Click here to book your place! The Northumbria Way - A Culture of Continual Improvement of Patient and Staff Experience
THURSDAY 21th June 2025
Virtual, Online
This session will provide attendees with insight into the approach adopted by Northumbria Healthcare NHS Foundation Trust to developing an organisational culture that supports the continual data driven improvement of patient and staff experience.
Northumbria Healthcare NHS Foundation Trust has developed a well-recognised and award winning patient experience improvement programme that spans a more than a decade. In 2018, the organisation took important steps to invest in the health and wellbeing of its staff, by developing a similar, integrated staff experience programme. This session will provide attendees with the opportunity to understand the 3 key elements of the Northumbria programmes; measurement and reporting; improvement approaches; and collaborative working practices.
Healthcare Conferences are pleased to offer a 20% discount with code hcuk20pi
Click here to book your place! DAISY FOUNDATION
We are delighted to have started working with the DAISY Foundation.
The DAISY Foundation was established in 1999 by the family of J. Patrick Barnes who died from complications of the autoimmune disease Idiopathic Thrombocytopenia Purpura (ITP) at the age of 33. DAISY is an acronym for Diseases Attacking the Immune System.
Receiving a DAISY award means you have made a difference in the life of a patient, family, or colleague that they will never forget, and you join a worldwide community of extraordinary nurses, nursing faculty, and students. The benefits associated with being a DAISY Honoree last a lifetime. Even if you change organisations or roles, you are entitled to Honoree benefits throughout your career.
Click here read more about all the UK DAISY Foundation Honourees so far this year #PXWEEK RESOURCE LIBRARY
Patient Experience Week 2025 Poster
To be placed in staff rooms, offices, wards, or where ever you wish to signpost your celebrations!
Download Here Patient Experience Week 2025 Certificate
To award peers and colleagues who have done something brilliant – add their name, your name and a summary of what they have done and why it matters
Download Here Patient Experience Week 2025 Social Media Graphic
This can be used across your social media platforms to show the online community that you are taking part in Patient Experience Week
Download Here March 2025
PENLetter
MARCH 2025
ISSUE 118
Spring Forward
March was a busy month as we went live with our 15th annual PEN Awards now open for entries, and prepared for Patient Experience Week at the end of April where we will be releasing a podcast or hosting a webinar each day.
Key dates of note coming up in April include:
- Stress Awareness Month -Click here to watch a previous PEN Case Study on acknowledging stress and alternative ways of relieving it
- World Health Day, 7th April - Click here to watch a previous PEN Case Study on building awareness of Public Health from Nottingham University Hospitals NHS Trust
- National Walking Month (UK)
- MS Awareness Week, 22nd - 28th April
- Parkinson’s Awareness Month
- Pyjamas for PanCan Day, 19th April - Click here to read a previous PEN Awards Finalist project on Pancreatic CancerWe are also delighted to announce this month that we will now be working alongside The Daisy Foundation to recognise and celebrate great practice. Click here to read this blog from Bonnie Barnes, Co-founder, The DAISY Foundation. In collaboration with The Daisy Foundation we will be launching a new category at the Awards this year – we’ll have more to follow on that very soon!
As ever, we have included some more information on our upcoming events which includes our free annual webinar on 30th April with hints and tips for preparing an entry for our awards, and our second symposium on 20th May, amongst other interesting opportunities to hear latest news, develop your thinking and network with likeminded people.
And as usual, we have reviewed the news and pulled out articles that caught our attention which we thought may be interesting to you.
Enjoy the read 😊
All the best,
Ruth and Helen
PEN TeamCASE
STUDYThis month we are highlighting last year’s Innovative Use of Technology, Social and Digital Media category winner, Haemochromatosis UK and their app, Mylron+ which is helping people with Haemochromatosis to live well.
Click here to read the Case Study UPCOMING PICKER
EVENTS
Patient Experience Week
MONDAY 28th April - FRIDAY 2nd May 2025
Save the Date for Patient Experience Week whose theme this year is Building the Foundations of Experience.
We will be sharing a range of resources and suggested activities on our website. These will be available shortly and throughout Patient Experience Week we will be sharing podcasts, case studies and much, much more.
Find out more here! ‘Preparing a Successful PENA 2025 Entry’ Webinar
WEDNESDAY 30th April 2025,
12:00 - 13:00
ONLINE, VirtualBook your place now for our annual webinar on how to prepare a successful PENA entry.
The Picker Experience Network Awards are the first and only awards programme to recognise best practice in patient experience across all areas of health and social care in the UK. Join us on the 30th April, for our webinar where we discuss with members of the judging panel and previous winners how to prepare a successful PENA25 entry.
Book your webinar place now Picker Symposium
TUESDAY 20th May 2025
In-Person
Picker, in partnership with the Point of Care Foundation, will be hosting the Learning from Experiences: The Person Centred Care Symposium. The symposium has been postponed from February 2025 and will now take place on Tuesday, 20th May 2025, from 9.00 am – 4.45pm at IET Birmingham Austin Court. This event is designed to provide a unique space where you can think differently, reflect deeply, and share experiences.
Click here to book your place! Patient Experience Network Awards 2025
THURSDAY 2nd October 2025
In-Person
Our 15th annual awards celebrating the very best in Patient Experience will take place on Thursday 2nd October 2025, once again back at the University of Birmingham. All submissions include one place at the event, whether you are shortlisted or not!
Our key deadlines are as follows:
Sunday 29th June 2025 – All Submissions CLOSE FOR ENTRY
Monday 28th July 2025 – Shortlisted Finalists ANNOUNCED
Click here to find out more and enter the awards! UPCOMING
PARTNER
EVENTS
NHS Approved Training: Engaging Patients and Families in Complaints under Patient Safety Incident Response Framework (PSIRF) and the Complaints Standards Framework
TUESDAY 1st April 2025
VIRTUAL, Online
This virtual masterclass will build confidence in compassionately engaging and involving families and loved ones to work within the requirements of PSIRF and the Complaints Standards Framework.
But more than this, the masterclass will support staff to go beyond compliance to understand the issues and emotional component on a deeper level; to have real authentic engagement and involvement with patients and families.
New frameworks such as PSIRF are now in place, but how do we not only comply with these, but go beyond compliance to have real authentic compassionate engagement and involvement with patients, families and indeed staff to make a real positive difference? Connecting new knowledge with emotions can really support long term learning, which is an important part of this masterclass.
Click here to book NHS England #BuildingTheFoundation – Experience of Care Week 2025
28th April - 1st May 2025
VIRTUAL, OnlineThe 2025 Experience of Care Week will take place between 28 April and 1 May 2025.
Every interaction and touch point with the healthcare system has an impact on an individual’s experience. Every role and every colleague has a part to play in creating a positive experience of care for all.
This year the NHS Experience and Partnerships team are hosting a week of webinars around the theme ‘Building the Foundation’; designed to share best practice, and provide opportunities for services to network and link, upscaling work and sharing lessons learned to impact experience of care.
There are fabulous guest speakers presenting throughout the week, shining a light on the fantastic work happening across providers, systems and regions.
The sessions are:
- Monday 28 April 2025, 15.00-16.00 – Return on Human Experience
- Tuesday 29 April 2025, 11.30-12.30 – Using the provider EOC Improvement Framework
- Wednesday 30 April 2025, 12.00-13.00 – Listening, Improving, Committing: Experience of Care in 2025-26
- Thurs 1 May 2025, 13.30-14.30 – NHS Elect: Community Diagnostic Centres: An evidence based codesign study
Please save the dates and in the coming week, more information, including how to register will be available.
You can also keep in touch and up-to-date using the HOPE FutureNHS Collaboration Platform
PATIENT EXPERIENCE BOOK CLUB
Shining the Light on All the Right
Author: Mark and Bonnie Barnes
Synopsis:
The book recounts the story of how The DAISY Foundation, founded in memory of Patrick Barnes, evolved into a global movement to recognise compassionate nursing care.
The DAISY Foundation was established in 1999 by the Barnes family, who experienced exceptional nursing care for their son Patrick, who died from complications of ITP at age 33. The foundation's flagship program, the DAISY Award, allows patients, families, and colleagues to nominate nurses for their compassionate care. The book details how the DAISY Foundation has grown from a local initiative to a global movement, with DAISY Awards now recognized in over 6,000 hospitals and healthcare organizations in 40 nations.
The book explores the 30 key business practices that have contributed to the DAISY Foundation's success, examining its growth in scale and scope, as well as its impact in reach and depth.
Click here to buy the book NEWS
PATIENT SAFETY
New report shows improvements in patient safety and workforce resilience
Based in the US, an interesting new report, that analysed responses from 13 million patients and nearly 2 million members of the healthcare workforce, “Improvement in Safety Culture Linked to Better Patient and Staff Outcomes,” highlights how hospitals that foster a strong culture of safety also report a better experience for patients and the health care workforce.Dismissing patient concerns 2025's top patient safety threat
Not listening to your patients? That's now considered one of the biggest threats to patient safety, according to ECRI's Top 10 Patient Safety Concerns of 2025 report.PATIENT EXPERIENCE
3 factors tied to ED patient experience
An interesting study of 58622 patients by the Indiana University School of Medicine and the Regenstrief Institute, both based in Indianapolis, found that a certain set of factors have measurable effects on patient experience.As doctors, we review morbidity and mortality regularly – but we need a better way of respecting the patient voice
The object of M&Ms, as they’re called, is to untangle medical errors in a safe space. But to exclude the patient experience is to do them a disservice.TECH
Why virtual reality (VR) is an alternative approach for helping patients with anxiety before open-heart surgery
A new study suggests in-hospital use of virtual reality (VR) prior to open-heart surgery can reduce a patient's anxiety.Patients Prefer AI-Generated Healthcare Messages Until Source is Revealed
Data from a survey of 1455 patients shows patients may prefer health portal messages composed by AI to those written by physicians, but satisfaction drops when they learn the authorship of these communications.COMMUNICATION
Cancer Patients Report Positive and Negative Experiences When Sharing Information With Providers
US cancer patients have reported positive and negative experiences when sharing patient-identified cancer-related information with their health care providers – this article explores the positive, negative and neutral experiences.Perceptions of Patient-Clinician Communication Among Adults With and Without Serious Illness In this cross-sectional analysis of 1847 survey participants, compared with adults without serious illness, adults with serious illness reported worse communication experiences, and more frequently being treated unfairly, feeling afraid to speak up or ask questions, or leaving appointments unsure about the next steps.
IN CASE YOU MISSED IT
Caring while complaining
From the Patient Experience Library, this paper starts with the observation that "recent large-scale surveys in the UK have found an apparently paradoxical relationship; that reported commitment to the NHS as a system has remained stubbornly high even as reported satisfaction with healthcare received has plummeted".A pain to complain
HealthWatch England have published a new report on the barriers people face when making a complaint about NHS healthcare. A pain to complain: Why it’s time to fix the NHS complaints process.Lost in the system: the need for better admin
The King’s Fund, in partnership with HealthWatch England and National Voices have produced a report about experience of NHS admin. Nearly 2 in 3 people have had issues with NHS admin in the past year, with 1 in 5 people receiving appointment invitations after the appointment date had passed.NEWS FROM OUR PARTNERS
NHS England
SUPPORT WITH PROMOTING THE UNDER 16 CANCER PATIENT EXPERIENCE SURVEYThe Under 16 Cancer Patient Experience Survey (U16 CPES) measures experiences of tumour and cancer care for children across England. Patients with a confirmed cancer or tumour diagnosis, aged under 16 at their time of discharge, who received inpatient or day case care from an NHS Principal Treatment Centre (PTC) in 2024, will be invited to take part in the survey from 11 April 2025.
We would be very grateful if you could help to raise awareness of the survey with your contacts and communities and encourage as many people as possible to complete and return the survey, if they are invited to take part.
Please use the available communications resources to help to encourage people to complete the survey. These include a detailed communications toolkit, suggested messaging, posters, social cards, videos and infographics that you can use in your own communications.
NATIONAL CANCER PATIENT EXPERIENCE SURVEY COMMS TOOLKIT
The National Cancer Patient Experience Survey (NCPES) will also be running again later this year. All adult patients (aged 16 and over), with a primary diagnosis of cancer, who have been admitted to hospital as an inpatient for cancer related treatment, or who are seen as a day case patient for cancer related treatment and discharged between April and June 2025 will be sent the survey later in the year.
Please share this communications toolkit with relevant contacts to help them raise awareness of the survey with patients whilst they are receiving treatment between April and June 2025.There are different resources available including messaging, posters and videos to promote the survey.
If you have any questions about either survey, please contact england.insight-queries@nhs.net.
INSPIRATION LIBRARY
PEN19 -
WINNER - Environment of Care -
Knead to Chat - Leicestershire Partnership NHS TrustListen Here PEN19 -
FINALIST-Engaging & Championing the Public -
CPR Teachathon - Nottingham University Hospital NHS TrustWatch Here 
PEN17 -
FINALIST - Access to Information -
Purple Rainbow Pancreatic Cancer Stories
- Purple RainbowRead Here PENLetter
FEBRUARY 2025
ISSUE 117
Submissions Open!!
Welcome to our second newsletter of 2025!
February has flown by and we are delighted to announce that the Picker Experience Network Awards 2025 are now OPEN FOR SUBMISSIONS!
We have 2 brand new categories this year, alongside our longstanding established awards and you can check out the full category listings for 2025 here.
If you have any questions about the 2025 Awards, you can visit our FAQ page here where hopefully all of your questions will be answered.
The deadline for submissions to be in this year is Sunday 29th June 2025 so please do make sure you have that date in your diary!
Our in-person event celebration will be taking place this year on Thursday 2nd October at the University of Birmingham.
This coming month sees World Kidney Day, World Oral Health Day, World Down Syndrome day, and Young Carers Action Day alongside many other noteworthy events. We have selected case studies in our Inspiration Library accordingly!
Don’t forget with the recent announcement about Reforming elective care for patients where all ICBs and Acute Trust have been asked to make customer care training available to non-clinical staff with patient-facing roles amongst other areas, we have a range of accredited training courses and tools that can help. If you’d like to find out more, please let us know by clicking here to complete this short form.We can run our training in-house or ‘syndicated’ across several organisations, depending on interest, and can tailor to meet the local need.
Over the last month we have collated news that we found interesting for you. In terms of Foundations of Experience there is an US based piece around Patients as Consumers, with some relevant ideas for the UK, plus an article about a Dutch approach to self managed teams.
A couple of evergreen themes emerge this month – communication and inclusion and diversity. On Communication, one article explores the power of role play in training, one collaborative dialogue to empower the patient and one about personalisation, touching on the use of AI to enable this.
In Diversity and inclusion, we share three interesting pieces; the first looks at ways to tackle inequalities for people with learning disabilities and autistic people, the second looks at the change required to create a diverse and inclusive workforce and the third is a new health inequalities improvement framework.
In Tech as ever AI is an ongoing feature, and we have selected two notable articles to share, one looking at the positive impact of ambient AI on the patient experience, and a more strategic piece around about integration of tech.
Please do let us have any feedback or comments –we’d love to hear your views.
All the best,
Ruth and Helen
PEN TeamCASE
STUDYThis week is Eating Disorder Awareness Week, 3rd-6th March, which interestingly coincides with two other key events in March, Ramadan and Ash Wednesday. So with food and eating as a focus we are sharing a case study this month from EmpowerED, an adult eating disorders provider collaborative in the North West.
Click here to read the Case Study UPCOMING PICKER
EVENTS
Patient Experience Week
MONDAY 28th April - FRIDAY 2nd May 2025
Save the Date for Patient Experience Week!
We will be sharing a range of resources and suggested activities on our website. These will be available shortly and throughout Patient Experience Week we will be sharing podcasts, case studies and much, much more.
Find out more here! Preparing a Successful PENA 2025 Entry Webinar
WEDNESDAY 30th April 2025, 12:00 - 13:00
ONLINE, VirtualBook your place now for our annual webinar on how to prepare a successful PENA entry.
The Picker Experience Network Awards are the first and only awards programme to recognise best practice in patient experience across all areas of health and social care in the UK. Join us on the 30th April, for our webinar where we discuss with members of the judging panel and previous winners how to prepare a successful PENA25 entry.
Book your webinar place now Picker Symposium
TUESDAY 20th May 2025
In-Person
Picker, in partnership with the Point of Care Foundation, will be hosting the Learning from Experiences: The Person Centred Care Symposium. The symposium has been postponed from February 2025 and will now take place on Tuesday, 20th May 2025, from 9.00 am – 4.45pm at IET Birmingham Austin Court. This event is designed to provide a unique space where you can think differently, reflect deeply, and share experiences.
Click here to book your place! UPCOMING
PARTNER
EVENTS
Shine a Light on Co-Production Events
TUESDAY 25th March 2025VIRTUAL, Online
The NHS England Experience and Partnerships Team will be holding their next 'Shine a Light on Co-Production and Quality Improvement' Events in February and March.
These events aim to shine a light on the potential of co-produced improvements and demonstrate what can be achieved when people working in the NHS and people with lived experience partner together. Each event discusses the difference co-production made, top tips, what went well and challenges faced.
All the events are recorded and uploaded to the Co-Production (Including Always Events) - FutureNHS Collaboration Platform – everyone is welcome to join the platform so they can watch at a time that works for them.
Click here for more information Providing Telephone and Voice Only Support
MONDAY 24th March 2025
VIRTUAL, Online
This course provides participants with the skills needed to provide emotional and psychological support over the telephone and on voice only internet platforms. Participants will learn about the structure of single session and ongoing voice only support, the specifics of voice only interactions, and key considerations, such access, inclusion, self-care and managing conversations that contain substantial risk and challenge.
The telephone has for decades been the chosen means of providing emotional and psychological support to thousands of people year-on-year. This support is provided on a one-off basis or in a continuous manner, such as through helplines and phone therapy. Since the Covid-19 pandemic, remote means of delivering support have multiplied, and voice-only support is the method of choice for many organisations. However, helping people deal with emotional and psychological issues with only your voice is not the same as supporting someone in-person. There are distinct ways in which the supporter and the supported relate when interacting with solely their voices.
Click here to book NHS Approved Training: Engaging Patients and Families in Complaints under Patient Safety Incident Response Framework (PSIRF) and the Complaints Standards Framework
TUESDAY 1st April 2025
VIRTUAL, Online
This virtual masterclass will build confidence in compassionately engaging and involving families and loved ones to work within the requirements of PSIRF and the Complaints Standards Framework.
But more than this, the masterclass will support staff to go beyond compliance to understand the issues and emotional component on a deeper level; to have real authentic engagement and involvement with patients and families.
New frameworks such as PSIRF are now in place, but how do we not only comply with these, but go beyond compliance to have real authentic compassionate engagement and involvement with patients, families and indeed staff to make a real positive difference? Connecting new knowledge with emotions can really support long term learning, which is an important part of this masterclass.
Click here to book PATIENT EXPERIENCE BOOK CLUB
Ducks In a Row: Health Care Reimagined
Author: Sue Robins
Synopsis:
Ducks in a Row: Health Care Reimagined is for anyone who is unhappy with health care. This book shares wisdom and practical advice for those who rail against the status quo and yearn for authentic change.
Ducks in a Row offers a refreshing shift from health care’s corporate model back to caring for each other as human beings. Drawing on the author’s work life in patient and family engagement, Ducks in a Row describes a new health care world that includes storytelling, the arts, outreach and safe spaces for patient feedback.Sue Robins is a health care activist, speaker and author. Her first book, Bird’s Eye View: Stories of a life lived in health care is a poignant memoir of her experience as a caregiver and cancer patient.
Click here to buy the book NEWS
FOUNDATIONS OF EXPERIENCE
Patients as Consumers: New Research Report Shows A New Era of Expectations in Healthcare
Although focussed on the US there are some interesting views in here relevant for the UK.Employees Leading Themselves: The Power Of Self-Managed Teams At Work
An approach that reports to reduce healthcare costs by 30-40%. Some interesting ideas and worth a read understanding that while the benefits are compelling, self-managed teams aren’t a one-size-fits-all solution.
COMMUNICATION
Role playing – love or hate it, this report shows the positive impact of role playing on communications skills in diabetes care.
Empowering patients is key to improving gynaecology experiences
This article explores how a collaborative dialogue between clinician and patient can make a huge difference to patient experience with a focus on gynaecological services.
Personalising the patient experience
“We often assume that because patients share a diagnosis, they share the same needs, concerns, and behaviours.” This article looks at the importance of personalisation and how we communicate, plus the role AI may play here.
INCLUSION & DIVERSITY
Tackling inequalities in care for people with learning disabilities and autistic people
During the pandemic, a report found that people with learning disabilities were four times more likely to die from COVID-19 than the rest of the population. As a result SCIE have released ‘Tackling inequalities in care for people with learning disabilities and autistic people’ which explores inequalities, such as delays in diagnosis, lack of reasonable adjustments, and ‘diagnostic overshadowing’, and the ways in which they can be addressed.
Beyond binaries: Transforming patient care through inclusion and workforce diversity
A discussion about professional guidance on working with transgender people and the change required to create a diverse and inclusive workforce that ensures safe and effective treatment for all.
The CQC, in partnership with National Voices and The Point of Care Foundation, has developed a self-assessment and improvement framework for Integrated Care Systems (ICSs) designed to support ICSs in identifying and taking practical actions to reduce health inequalities through effective people and community engagement.
TECH
Closing the transformation gap in healthcare: From strategy to results
This article looks at why technology won’t solve healthcare’s biggest challenges – but a different approach to execution, could.
How ambient AI is cutting burnout, upping patient experience
A fascinating piece about the potential positive impact ambient AI may have on the patient experience: “some patients have described their experiences as the first time they felt truly seen by their doctor.”
PATIENT EXPERIENCE IN RESEARCH
Patient partner engagement in the publication process: challenges and possible solutions
In this paper the authors review barriers and facilitators within existing publication practices and offer recommendations to ensure that the scientific publication process is more transparent and accessible for patient partners – a fascinating read.
IN CASE YOU MISSED IT
NHS admin issues putting patients off seeking care, research finds
Recent report by The King’s Fund, Healthwatch England and National Voices said the “day-to-day dysfunction in how the NHS communicates” with patients is having a negative impact on people’s experience of the health service – this is about getting the basics right.
The NHS Volunteer Workforce Data Dashboard has been published, highlighting the contribution of volunteers within NHS trusts. The collection was introduced in April 2024 for all NHS trusts, with the aim of better understanding the number of volunteers, the number of hours volunteers contribute, and equalities data about those volunteers.
INSPIRATION LIBRARY
PEN19 -
RUNNER UP - Integration and Continuity of Care -
Young Carers in Schools Award - Cardiff and Vale University Health BoardListen Here PEN24 -
WINNER-Remove the Doubt - West Yorkshire and Harrogate Cancer Alliance
Watch Here PEN19 -
RUNNER UP - Communicating Effectively with Patients and Families -
Improving Quality of Life for Kidney Dialysis Patients - Kidney Research UKRead Here AND FINALLY
A powerful but simple volunteer programme to help reduce “missed or late appointments, mangled schedules, increased anxiety, and even compromised care”. “In that moment of relief lies the program’s true measure: not just in getting patients where they need to go, but in showing them they’re not alone in getting there.”
January 2025
PENLetter
JANUARY 2025
ISSUE 116
A Fresh Start
Welcome to our first newsletter of 2025!
It’s the beginning of the year, and we are full of ideas with lots of exciting news to share!
PENA 2025 - Student Categories
Following feedback from last year, we are opening the Patient Experience Network Awards 2025 Student Categories (ONLY) early this year! These categories are OPEN for entries now and free to enter due to our ongoing partnership with Liverpool John Moores University.
We have two student categories:
- Student Patient Experience Advocate of Tomorrow; for student generated projects or proposals that are designed to improve patient or service user experience
- Student Experience Educator of Tomorrow; for student led projects, designed to improve the skills and knowledge of others involved in patient or service user care delivery on any health, medical, social care or related programme.
If you have any questions or to find out more, please email awards@picker.org
To see the full timeline of PENA25 dates, just click here!
Patient Experience Week 2025
We are excited to confirm we will be celebrating Patient Experience Week (#PEW25) again this year from Monday 28th April - Friday 2nd May 2025. Save the dates!
We will be sharing a range of resources and suggested activities on our website. These will be available shortly and throughout Patient Experience Week we will be sharing podcasts, case studies and much, much more.
Please let us know of your plans and how we may be able to help!
We will also be running our annual ‘Preparing a Successful PENA Entry’ Webinar on Weds 30th April during this week to look at top tips for entering #PENA25 and you can register for that now, just click here!
Moving from X in October
In light of the latest developments with X we are gradually making the move over to BlueSky, but will keep our posts on X at least until October 2025 to make sure you stay informed of all the exciting news around Patient Experience Week and our annual awards.
But for now, it may be a good time to look at Bluesky – you can find us here: @pen-news.bsky.social
We’ll be double-posting for the rest of the year so give us a follow to hear all our news!
Patient Champions and Customer Care
With the recent announcement about Reforming elective care for patients where all ICBs and Acute Trust have been asked to:
- name an existing director who will be responsible for improving the experience of care, and the experience of waiting for care
- review and improve operational processes that affect how patients and their carers receive correspondence and access information on wait times
- make customer care training available to non-clinical staff with patient-facing roles
We wanted to take the opportunity to let you know we have a range of excellent resources and accredited training courses that can help. If you’d like to find out more, please let us know by clicking here to complete this short form.
Depending on interest we can run our training in-house or “syndicated” across several organisations and can tailor to meet the local need.
Picker Symposium
We would like to keep you updated that the Picker "Learning from Experiences – A Person-Centred Care Symposium" has been rescheduled from February 2025 to Tuesday 20th May 2025.
We will have a similar line up of speakers at the same venue – IET Birmingham Austin Court– from 9:00 AM to 4:45 PM.
The day will bring people together to share experiences and reflect, providing you with new insights and innovative approaches to person centred care.
For more information, please click here to visit our website, where you can find the latest updates and information about ticket prices. We look forward to seeing you there!
All the best,
Ruth and Helen
PEN TeamCASE
STUDYFor this month’s spotlighted Case Study, we wanted to highlight our Cancer Experience of Care Winner from PENA24, the wonderful Remove the Doubt campaign from the West Yorkshire and Harrogate Cancer Alliance.
Click here to read the Case Study UPCOMING PICKER
EVENTS
Patient Experience Network Awards 2025
Student Category Submissions OPEN
FRIDAY 31st January 2025
As we mentioned above, the Student Categories for PENA 25 are NOW OPEN FOR SUBMISSIONS>
These categories are free to enter due to our ongoing partnership with Liverpool John Moores University.
Watch this video from one of past student winners to find why entering can make such a difference!
Click here to enter Patient Experience Week
MONDAY 28th April - FRIDAY 2nd May 2025
Save the Date for Patient Experience Week!
We will be sharing a range of resource sand suggested activities on our website. These will be available shortly and throughout Patient Experience Week we will be sharing podcasts, case studies and much, much more.
Let us know your plans! Preparing a Successful PENA 2025 Entry Webinar
WEDNESDAY 30th April 2025, 12:00 - 13:30
ONLINE, VirtualBook your place now for our annual webinar on how to prepare a successful PENA entry.
The Picker Experience Network Awards are the first and only awards programme to recognise best practice in patient experience across all areas of health and social care in the UK. Join us on the 30th April, for our webinar where we discuss with members of the judging panel and previous winners how to prepare a successful PENA 25 entry.
Book your webinar place now Picker Symposium
TUESDAY 20th May 2025
In-Person
Picker, in partnership with the Point of Care Foundation, will be hosting the Learning from Experiences: The Person Centred Care Symposium. The symposium has been postponed from February 2025 and will now take place on Tuesday, 20th May 2025, from 9.00 am – 4.45pm at IET Birmingham Austin Court. This event is designed to provide a unique space where you can think differently, reflect deeply, and share experiences.
Click here to book your place! UPCOMING
PARTNER
EVENTS
Engaging People and Communities in Health
MONDAY 24th February 2025VIRTUAL, Online
Unlock the power of public engagement in health with this comprehensive workshop. Whether you’re new to this field or seeking to deepen your expertise, this session is designed to elevate your skills and understanding.
PROGRAMME OUTLINE
- Foundational Principles: Gain a solid awareness of the key principles driving effective public engagement in health.
- Applications in Change Programmes: Explore how public engagement strategies can be applied to both large-scale and small-scale health initiatives.
- Overcoming Barriers: Identify common obstacles to engagement and learn practical strategies to overcome them.
- Tailored Engagement Activities: Learn to design and implement engagement activities that are perfectly suited to your audience and objectives.
- Best Practice Techniques: Master the art of planning, monitoring, and evaluating your engagement efforts to ensure success.
This national virtual summit focuses on supporting staff to deliver positive patient identification as well as implementation and adoption of the recommendations from the HSSIB Positive Patient Identification report.
Click here to book Shine a Light on Co-Production Events
TUESDAY 26th February 2025
TUESDAY 25th March 2025VIRTUAL, Online
The NHS England Experience and Partnerships Team will be holding their next 'Shine a Light on Co-Production and Quality Improvement' Events in February and March.
These events aim to shine a light on the potential of co-produced improvements and demonstrate what can be achieved when people working in the NHS and people with lived experience partner together. Each event discusses the difference co-production made, top tips, what went well and challenges faced.
All the events are recorded and uploaded to the Co-Production (Including Always Events) - FutureNHS Collaboration Platform – everyone is welcome to join the platform so they can watch at a time that works for them.
Click here for more information Providing Telephone an Voice Only Support
MONDAY 24th March 2025
VIRTUAL, Online
This course provides participants with the skills needed to provide emotional and psychological support over the telephone and on voice only internet platforms. Participants will learn about the structure of single session and ongoing voice only support, the specifics of voice only interactions, and key considerations, such access, inclusion, self-care and managing conversations that contain substantial risk and challenge.
The telephone has for decades been the chosen means of providing emotional and psychological support to thousands of people year-on-year. This support is provided on a one-off basis or in a continuous manner, such as through helplines and phone therapy. Since the Covid-19 pandemic, remote means of delivering support have multiplied, and voice-only support is the method of choice for many organisations. However, helping people deal with emotional and psychological issues with only your voice is not the same as supporting someone in-person. There are distinct ways in which the supporter and the supported relate when interacting with solely their voices.
Click here to book NHS Approved Training: Engaging Patients and Families in Complaints under Patient Safety Incident Response Framework (PSIRF) and the Complaints Standards Framework
TUESDAY 1st April 2025
VIRTUAL, Online
This virtual masterclass will build confidence in compassionately engaging and involving families and loved ones to work within the requirements of PSIRF and the Complaints Standards Framework.
But more than this, the masterclass will support staff to go beyond compliance to understand the issues and emotional component on a deeper level; to have real authentic engagement and involvement with patients and families.
New frameworks such as PSIRF are now in place, but how do we not only comply with these, but go beyond compliance to have real authentic compassionate engagement and involvement with patients, families and indeed staff to make a real positive difference? Connecting new knowledge with emotions can really support long term learning, which is an important part of this masterclass.
Click here to book PATIENT EXPERIENCE BOOK CLUB
That One Patient: Doctors and Nurses’ Stories of the Patients Who Changed Their Lives Forever
Author: Ellen de Visser
Synopsis:
For every doctor there is that one patient, whose story touches them in a way they didn’t expect, changing their entire outlook on life. This inspiring and deeply moving book is the story of those patients.
Every weekend, in Holland’s most popular newspaper, de Volkskrant, renowned science-journalist Ellen de Visser asks a different medical professional to tell her about ‘that one patient’; the patient who changed everything for them.
Every day, in every country, thousands of patients share their stories with their doctors: stories they may never have told anyone else; stories that are heart-breaking, sometimes funny, and – just occasionally – unforgettable. To be able to do their job to the best of their abilities, medical experts use their ‘professional empathy’: they sympathize with their patients but try to keep themselves at a distance. But there is always that one patient who, for whatever reason, bridges this distance and often unwittingly, has a lasting impact on their doctor’s life.
That One Patient is brimming with intimate stories of connection and of the unanticipated ways we can affect one other’s lives. All of them remind us of just how extraordinary humans can be, and of our incredible capacity for bravery, strength and humour.
Click here to buy the book NEWS
AI NEWS
Consumers believe AI can enhance the patient experience, but responsible use by providers is key
77% of consumers in America, expressed a willingness to use AI-assisted healthcare tools – some thoughts on the future of AI in the patient experience.
Keeping it PX: How AI is Bringing Patient Experiences into the 21st Century
A whopping 61% of patients reportedly skip medical appointments due to scheduling issues – this article looks at how AI can help.An Overview of 2025 AI Trends in Healthcare
In 2024, early adopters showcased its possibilities. This year, we expect to see more organisations dipping their toes into the generative AI space. This article explores some ways healthcare organisations are likely to approach AI in 2025.
THE PATIENT EXPERIENCE NEWS
One small act of kindness transforms a patient’s experience. A powerful reminder that often it is the small things that make the biggest difference. This reminded us of the case study where misplacing patients dentures was central to improving the experience and coincidentally costs!
Check out our inspiration library below for a real-life example of this that is a previous PENA Winner!
Kindness key to better patient care
Kindness has been strongly linked to patient experience and outcome measures, including safety, better engagement with healthcare services and reduced readmissions to hospital, researchers often conflate kindness with compassion and empathy. “The foundation of kindness is civility and choosing actions that show respect, generosity, openness and inclusion,” the author says.
Check out our inspiration library below for a real-life example of this that is a previous PENA Winner!
6 ways hospitals are advancing patient experience in 20256 ideas from the US to improve the Patient Experience
The 'underappreciated' 1,000-strong army that keeps Nottingham hospitals running
Focussing on Nottingham, this puts the focus on the critical role cleaners make to the patient experience. Along with porters, receptionist, maintenance and others- they are all critical and can have a huge impact on the experience of care.
Check out our inspiration library below for a real-life example of this that is a previous PENA Winner!
National Arts in Hospitals Network wins prestigious health and well-being award
Wonderful to see the continuing focus on arts in hospitals – both for patient sand colleagues. We have several case studies using art to improve the experience, check out the Environment of Care webpage to read more.
PHARMA NEWS
There is widespread acceptance that failing to meaningfully engage patients, their clinicians, and advocacy groups can also lead to poor retention rates amongst an already limited pool of eligible participants. This article looks at some guiding principles to improve the patient experience in clinical trials
Improving patient satisfaction based on service quality in clinical trials: Across-sectional study
According to these researchers, no study so far has attempted to measure participants’ perceptions of service quality in the clinical trial area and identify its effect on participant satisfaction.
PARNTER NEWS
Workshop in a Box’ supports engagement on 10 Year Health Plan
A new resource has been launched as part of the national conversation on the future of the NHS to help shape the 10 Year Health Plan. Workshop in a Box has been created to help people engage with their communities and to have a conversation about the 10 Year HealthPlan. It includes a facilitator briefing guide; a set of slides to help you run the workshop; and a feedback form to share back what you hear. The deadline for feedback from Workshop to be shared is 5pm on 14 February at the latest.
With over 1million website views, and 60,000 people taking part so far, the Change NHS website continues to be updated with information about how people and communities can have their say.
The website includes information on:
- What the plan will cover
- The story so far
- What we've heard from the public
- What we've heard from staff
- What's happening now and next
- How you can get involved
Activities will continue into the spring, culminating in March with a National Summit. This will bring together a selection of the public and workforce who have been involved in regional, deliberative events.
INSPIRATION LIBRARY
PENNA19 - FINALIST - Personalisation of Care -
Making Food Fun-
Serco Health and Norfolk & Norwich University Hospitals Foundation TrustListen Here PENA17 -
WINNER-Patient Insight for Improvement -
Small Steps, Big Changes - Gloucestershire Hospitals NHS TrustWatch Here PENA15 -
WINNER - Environment of Care -
Rose Vital Tray - West Suffolk NHS Foundation TrustRead Here AND FINALLY
Project Hug-A-Bear
For the third year, “Project Hug-a Bear” put Teddy Bears into the arms of dozens of patients at USC Keck-Verdugo Hills Hospital.
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December 2024
PENLetter
DECEMBER 2024
ISSUE 115
The Caring Season
Hello,
As Christmas approaches we take a moment to reflect both on the year that is passing, and the year to come! 2024 – what a year! We became part of Picker, celebrated Patient Experience Week together, held our largest ever celebration of Best Practice in Birmingham, and joined so many brilliant organisations on their patient experience journeys.
In this edition of our PENLetter we share, as ever, some case studies and a couple of news items that caught our eye. Looking forward, the new year holds some great events including Patient Experience Week (#PEW25) from the 28th April to 2nd May. We also plan to make our #PENNA25 student categories available to enter earlier in the year, so enabling students to take part before their terms end. We will share dates and more information in January!
We have kept this edition light as we prepare for the seasonal festivities and the new year, so without more ado we would like to take this opportunity to wish you a joyful holiday season and a happy, healthy, and successful 2025, filled with positive patient experiences.
All the best,
Ruth, Louise and Helen
PEN TeamCASE
STUDYFor this month’s spotlighted Case Study, we’ve dug in to the PENNA21-22 archives and pulled out the brilliant ‘Christmas Isn’t Cancelled’ project by University Hospitals Bristol and Weston NHS Foundation Trust. This project was a shortlisted finalist in the Support For Caregivers, Friends and Family category and although it was work carried out during COVID, many of the learnings are still transferable today.
Click here to read the Case Study UPCOMING
EVENTS
Patient Misidentification: Implementing New Technology and Practices
THURSDAY 16th January 2024
VIRTUAL, Online
This national virtual summit focuses on supporting staff to deliver positive patient identification as well as implementation and adoption of the recommendations from the HSSIB Positive Patient Identification report.
Through national updates, practical case studies and in depth expert sessions the conference aims to improve the effectiveness of patient identification within your service, and ensure that new technology and optimisations lead to change and improvements in patient care. The conference will also reflect on the staff training needs for positive patient identification, as well as evaluating the current systems and technology in clinical practice.
PEN readers can use the 20% discount code hcuk20pi when booking.
Click here to book Empowering your staff to positively manage there mental health and wellbeing
THURSDAY 23rd January 2024
VIRTUAL, Online
Join us for this one-day masterclass for a complete guide to supporting staff mental health and wellbeing. Our expert speaker will take you through your legal responsibilities as well as looking in detail at how you can support staff with mental ill-health. During the afternoon you will consider the importance of taking proactive steps to support staff and how you can manage the stress in the workplace.
You will come away feeling prepared to audit your current practice and put in place an action plan going forward. During the course of the day, you will have plenty of time to network with colleagues, discuss specific challenges and put your questions to trainer Sam Garner.
PEN readers can use the 20% discount code hcuk20pi when booking.
Click here to book Priorities for Improving Maternity Services in England
TUESDAY 28th January 2024
VIRTUAL, Online
This conference will focus on priorities for improving maternity services and care in the UK.
As the Government consults on its draft 10-Year Health Plan, it will be an opportunity for stakeholders and policymakers to discuss strategic priorities for maternity services, assess policy proposals, and examine next steps if ambitions are to be achieved. Areas for discussion include improving mental health support for new mothers, providing better access to community care, and meeting targets for midwife recruitment and training.
The agenda looks at ways forward for implementing measures to improve maternal and infant health outcomes, including approaches for setting and meeting targets to close the Black and Asian maternal mortality gap. We expect sessions to bring out latest thinking on strategies for tackling inequalities more widely within maternity care, looking at improving outcomes for marginalised groups and ensuring informed consent, especially among women for whom English is not a first language.
With a £22bn increase in total health and social care revenue and capital funding announced in the Budget, but no specific allocation outlined for maternity services, stakeholders and policymakers will assess practicalities and next steps for the effective use of funds, and what is needed to meet patient safety and workforce targets.
We expect delegates to draw on findings and recommendations related to patient safety and care in Lord Darzi's Independent Investigation of the National Health Service in England and the Care Quality Commission's National Review of Maternity Services in England, 2022 to 2024. Areas for discussion include use of demographic data to review incidents and improve outcomes, as well as the future of NHS England guidance around patient safety events.
Click here to book PATIENT EXPERIENCE BOOK CLUB
Beyond the Blood; A Story of Love
Author: Michael Cramer
Synopsis:
Michael once an athlete, surfer and college student has his life turned upside down at 19 years old but with the power of love and support he is able to get through the challenges that chemo, radiation and other a bone marrow transplant bring. Throughout the story, Michael describes what it is like from his perspective to live through such a traumatic experience and he shares his insights and important life lessons he learned.
Click here to buy the book NEWS
Patient Gowns and Dehumanisation During Hospital Admission
Many hospitals require patients to change into hospital gowns during admission to the emergency department. Gowns can support infection control, examination, and treatment, but may not always be necessary.
Observational studies suggest that gowns contribute to feelings of vulnerability, distress, disempowerment, and dehumanization, yet experimental research is lacking.
We have also selected a case study showcasing a new gown.
Click here to read Patients family experiences healing power of music
Music therapy focuses on the use of music to help patients with chronic pain, physical rehabilitation, psychiatric symptoms, end of life, procedural support and coping with hospitalisation and disease and now NICU.
One families experiences.
We have some great case studies on what other hospitals are doing in this space and you can click here and here to read more.
Click here to read Hospital dogs provide calm and comfort for health care providers and patients in need
A pair of dogs, tails wagging, had arrived at a nursing station, causing about a dozen medical professionals to melt into a collective puddle of affection. The dogs aren’t visitors. They work here too, specifically for the benefit of the staff. We often hear of Pets as Therapy for patients, but this focusses on their impact for staff too.
Click here to read IN CASE YOU MISSED IT
This might surprise you!
Reported by the Patient Experience Library, a patient’s story in pictures, Hayley Gullen, explains how she was diagnosed with breast cancer and underwent chemotherapy, radiotherapy and “a host of other treatments”.
In the course of her treatment she sometimes felt that her medical team were seeing her more as a set of diagnoses than as a fully rounded human being. So Hayley captured her experiences in graphic novel form. A series of hand-drawn panels depicts how isolated she felt when faced with the nightmarish administration, the lack of understanding from the staff, and the machine itself.
Click here to read INSPIRATION LIBRARY
PENNA19 - RUNNER UP - Partnership Working to Improve the Experience - Noah’s Star Prostate Cancer Remote Monitoring - Birmingham Women’s and Children’s NHS Foundation Trust
Listen Here PENNA22 -
Shortlisted Finalist-Environment of Care -
Arts at NUH - Nottingham University Hospitals NHS TrustWatch Here PENNA23 -
RUNNER UP - Environment of Care -
Dance for Dementia - University Hospitals Bristol & Weston NHS Foundation TrustRead Here AND FINALLY
The office will close for calls over the festive period from:
6pm Monday 23rd December 2024
and will re-open
8am Thursday 2nd January 2025
We wish you a restful festive break and look forward to catching up with you again in the New Year.
PENLetter
NOVEMBER 2024
ISSUE 114
Autumn Leaves &
Good Reads
Hello,
Welcome to November’s newsletter or should I say Movember, as this is Men’s Health month. With that in mind we have selected a range of case studies for you to enjoy, all focusing on men’s health.
Interestingly it is also Career Development month, and several of the articles we have sourced this month look at our people and how we make sure they feel valued, do not burn out and want to apply for a job at your organisation. We also explore that critical link between patient experience and employee experience and the impact this has on patient safety.
AI obviously continues to feature extensively in the news and we have selected two articles that caught our interest – both looking at how AI can improve the experience.
This month we also launch our new Patient Experience Book Club! We share our first book from Hazel Carter who cared for her husband, who was diagnosed with MND in 2017. Again, particularly relevant as this month is also Family Care Givers month. We plan to feature a different book each month, so if you have read a book that helps us understand the patient experience better please do let us know.
As ever we hope you enjoy the read and please let us have your feedback!
All the best,
Ruth, Louise and Helen
PEN TeamCASE
STUDYThis month’s spotlighted Case Study is of course our OVERALL Patient Experience Network National Awards 2024 Winner. The Secret Garden; A Fresh Air Space for Everyone was submitted by University Hospitals Plymouth NHS Trust and showcases a truly unique garden space within the hospital that is utilised by everyone. A worthy winner!
Click here to read the Case Study UPCOMING
EVENTS
SPOTLIGHTING EXCELLNECE IN PATIENT EXPERIENCE; WEBINAR
26th November, 12:15pm - 1:45pmJoin ourselves and Picker for an engaging and informative free webinar as we shine a spotlight on the exceptional projects recognised at the recent 2024 Patient Experience Network National Awards.
Click here to register now Under 16 Cancer Patient Experience Survey Publication and Webinar
THURSDAY 5th December 2024, 10:00 - 11:30
VIRTUAL, Online
The 2023 Under 16 Cancer Patient Experience Survey (U16 CPES) results will be published on Thursday 14 November. The survey measures experiences of tumour and cancer care for children across England, to provide information to drive local quality improvements; to assist commissioners and providers of cancer care; and to inform the work of the various charities and stakeholder groups supporting children with cancer. National and local results will be available on the survey website.
NHS England and Picker are hosting a virtual results webinar on Thursday 5 December, from 10-11.30am. The webinar will focus on better understanding the results of the survey.
Click here to register for your free place Engaging People and Communities in Health
TUESDAY 10th December 2024
VIRTUAL, Online
Unlock the power of public engagement in health with our comprehensive workshop. Whether you’re new to this field or seeking to deepen your expertise, this session is designed to elevate your skills and understanding.
PROGRAMME OUTLINE
- Foundational Principles: Gain a solid awareness of the key principles driving effective public engagement in health.
- Applications in Change Programmes: Explore how public engagement strategies can be applied to both large-scale and small-scale health initiatives.
- Overcoming Barriers: Identify common obstacles to engagement and learn practical strategies to overcome them.
- Tailored Engagement Activities: Learn to design and implement engagement activities that are perfectly suited to your audience and objectives.
- Best Practice Techniques: Master the art of planning, monitoring, and evaluating your engagement efforts to ensure success.
PEN readers can use the 20% discount code hcuk20pi when booking.
Click here to book Patient Misidentification: Implementing New Technology and Practices
THURSDAY 16th January 2024
VIRTUAL, Online
This national virtual summit focuses on supporting staff to deliver positive patient identification as well as implementation and adoption of the recommendations from the HSSIB Positive Patient Identification report.
Through national updates, practical case studies and in depth expert sessions the conference aims to improve the effectiveness of patient identification within your service, and ensure that new technology and optimisations lead to change and improvements in patient care. The conference will also reflect on the staff training needs for positive patient identification, as well as evaluating the current systems and technology in clinical practice.
PEN readers can use the 20% discount code hcuk20pi when booking.
Click here to book Empowering your staff to positively manage there mental health and wellbeing
THURSDAY 23rd January 2024
VIRTUAL, Online
Join us for this one-day masterclass for a complete guide to supporting staff mental health and wellbeing. Our expert speaker will take you through your legal responsibilities as well as looking in detail at how you can support staff with mental ill-health. During the afternoon you will consider the importance of taking proactive steps to support staff and how you can manage the stress in the workplace.
You will come away feeling prepared to audit your current practice and put in place an action plan going forward. During the course of the day, you will have plenty of time to network with colleagues, discuss specific challenges and put your questions to our trainer Sam Garner.
PEN readers can use the 20% discount code hcuk20pi when booking.
Click here to book Person Centred Care Symposium
WEDNESDAY 5th February 2025
In-person, IET Birmingham
Picker is hosting it's Person Centred Care Symposium at IET Birmingham, Austin Court. This event, hosted in partnership with The Point of Care Foundation, is designed to provide a reflective and inspiring space where healthcare professionals, patients, and partners can come together to share and learn from personal experiences.
The symposium will explore the interconnectedness of patient and staff experiences, offering practical insights and tools to encourage growth and improvement in healthcare practices.
Gain valuable knowledge and register for the event today.
Click here to find out more PATIENT EXPERIENCE BOOK CLUB
Life’s Good, It’s the Disease That’s the Problem
Author: Hazel Carter
Synopsis:
In summer 2023, Hazel Carter, self published a unique book about living well with a terminal disease.
When Hazel’s husband, Alan, was diagnosed with amyotrophic lateral sclerosis (ALS), the most common form of motor neurone disease (MND), it was devastating.
A shocking prognosis of six months to two years to live, and no hope of a cure, spurred them on to take a holiday of a lifetime overseas, have four UK breaks and enjoy countless social events, while Alan became gradually locked into a failing body, dependent on a PEG tube for feeding and a ventilator to help him breathe. Alan also tried to get on a drug trial, and participated in tests to help researches establish more about the cause of the disease.
In this 350 page book Hazel describes the challenges of providing care in their home, how their deep love for each other kept them strong and the ups and downs of their adventures. She also shares her private thoughts and feelings to help readers understand the emotional toll such a situation creates.
In diary format, the book was produced using extracts from the journals and notes Hazel kept every day during her husband’s illness.
It has been produced for medical professionals, and healthcare workers, in the hope it will provide a far wider perspective than they can gain during their brief interactions with people affected by terminal diseases.
This book should be read by leaders and decision makers across health and social care services, GPs, neurologists, physiotherapists, occupational therapists, respiratory nurses, hospice staff, dieticians, speech and language therapists, social workers, communications technicians, wheelchair technicians, alternative/complementary therapists, bereavement counsellors, psychologists, and those in the front line of adult social care.
To learn more, go to https://lifesgoodbook.co.uk/
Click here to buy the book NEWS
3 Ways to Make Sure High Performers Feel Valued
Interesting piece from the Harvard Business Review about a high performing oncology nurse leaving because they did not feel like they mattered - how are we making sure our people feel like they matter?
Click here to read It’s a Love Story: The Power of Patient and Employee Experiences in Healthcare
A powerful article about the interlinked relationship between colleague and patient experience – and safety, plus some thoughts on what to do about it.
Click here to read Nurse Burnout linked to Lower Quality Safety
Reviewing more than 80 different studies, researchers found that nurse burnout resulted in lower safety grades and contributed to an overall lower safety culture. Nurse burnout was also tied to lower patient satisfaction ratings, though it was not linked to patient mortality, complaints, pressure ulcers or the frequency of patient abuse.
Click here to read Staying ahead in the healthcare talent
Have you ever experienced applying for a job at your own hospital? A recent report on workforce trends indicated that 52% of respondents said they would decline a job offer if they had a negative experience during recruitment.
Click here to read New Study Identifies ‘Never Words’ That Doctors Should Always Avoid Using
Research shows there are “never words” that can be harmful when spoken by clinicians to patients and families facing serious illness.
Click here to read Decoding Patient Experience in Primary Care
A new report from Ipsos, looking at the local contextual factors that contribute to overall patient experience for GP practices in England using data from the 2023 GP Patient Survey.
Click here to read 5 Ways to Optimise AI for Stellar Patient Experience
A useful summary of how to make the most of AI to improve the experience.
Click here to read Can AI fundamentally improve patient care?
An interview with Microsoft exec and Learn Serve Lead 2024 speaker James Weinstein, DO, who says the technology could eventually expand access and quality, but privacy concerns remain.
Click here to read IN CASE YOU MISSED IT
Patient Experience Library
In the latest update the Patient Experience Library explores findings from a nationally representative survey of experiences at end of life in England and Wales. The findings reveal patchy and inconsistent provision of care for people approaching the end of life. The overall picture is of “overstretched services, with health and care staff lacking enough time to provide care, and where coordination and communication are inadequate”. Recommendations are made for next steps.
Click here to read INSPIRATION LIBRARY
PENNA19 - Partnership Working to Improve the Experience - Prostate Cancer Remote Monitoring - University Hospitals of Leicester
Listen Here PENNA21 -
WINNER -Cancer Experience
of Care -
Improving the Experience of Men Living with Prostate Cancer -
Northampton General Hospital NHS TrustWatch Here PENNA23 -
Cancer Experience
of Care -
Prostate Active
Care Together
(PACT) -
Hywel Dda University Heath BoardRead Here AND FINALLY
Change NHS: Help Build a Health Service Fit for the Future - A National Conversation to Develop the 10-Year Health Plan
The national engagement exercise to develop the10-Year Health Plan has been launched to allow the public and NHS staff to be at the centre of reimagining the NHS.
Over the coming months, the government wants to hear from you, to help co-design this Plan. They are committed to providing unprecedented levels of transparency to the policy making process and targeting those whose voices often go unheard.
There is a national portal to share your experiences and ideas. There is also a QR code below that you are encouraged to share with your stakeholders so that they can feed in their experiences and views. There will be further opportunities to feed in your views, including a series of face-to-face all-day staff engagement events in the new year across each of the seven regions.
August 2024
July 2024
June 2024
May 2024
April 2024
March 2024
February 2024
PENLetter
FEBRUARY 2024
ISSUE 106
Marching Forward
•
Marching Forward
And so we come to the end of February already! As always the year is flying by and we have been very busy at PEN HQ planning for 2024.
We have had some good feedback following on from our Newsletter revamp last month. As we continue to work on the content and information we bring you, if you have any comments, or anything you would like us to share on your behalf with our networks, please do just drop us email here.
Continuing with our monthly focusses, we were inspired by the Cancer Experience of Care Collaborative this month and their ‘Share the Learning’ Virtual event. So we are following their lead and have decided to highlight just some of the many cancer-focussed resources we have in our extensive back catalogue. We also have our Podcast, Video and Past PENNA Finalist Pick of the Month, all of which are focused on the theme of Cancer and can be found at the bottom of this email.We wanted to take time to specifically highlight a brand new video we have just added to our YouTube Channel. Sara Turle was the winner of the inaugural Patient Contribution Award at #PENNA23 and as part of a webinar in Spotlighting Excellence in Patient Experience, she spoke passionately about the importance of Patient Partnership. You can watch the video below.
This time, our monthly Case Study features the #PENNA23 Cancer Experience of Care Category Winner, Kings College Hospital and their project that tackled Health Inequalities.
Until next time, we encourage to keep sharing your best practice and #StealingWithPride wherever you can.
Best wishes,
Ruth, Louise & Helen
PEN TeamSPOTLIGHTING
EXCELLENCE
CASE
STUDYThis month’s Case Study comes from Kings College Hospital and features their King’s Cancer Collaborative Addressing Health Inequalities. The team were the Winners of the Cancer Experience of Care Award at #PENNA23.
Click here to read Case Study UPCOMING
EVENTS
NHS Complaints Summit
Virtual Event
19th April 2024
10:00 - 15:00This National Virtual Summit focuses on the New PHSO National NHS Complaint Standards which are now being used and embedded into the NHS. 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 are welcomed and lead to change and improvements inpatient care. The conference will also reflect how involving people and their families in complaints and integrating the process with the new Patient Safety Incident Response Framework (PSIRF) to ensure patient safety actions and learning.
(PEN Subscribers can get a 20% discount using code hcuk20pen)
Click here to book SAFE: Achieving CQC Outstanding under the New Single Assessment Framework
TUESDAY 7th MAY 2024
VIRTUAL, Online
The CQC have now confirmed that although moving to a single assessment framework they will still use the five key questions (safe, effective, caring, responsive and well-led) and four-point ratings scale (outstanding, good, requires improvement and inadequate). (CQC July 2022)
This series of masterclasses will update delegates on CQC developments under the single assessment framework and the key questions, quality statements and evidence categories. Each masterclass focuses on the five key areas: Caring, Effective, Responsive, Safe and Well Led, to assess how your service is performing. The masterclass is aimed at Clinical Staff, Team Leads and Senior Management.
Discount for attending all five CQC Outstanding Series masterclasses: £295 + VAT per masterclass or, £1,180 + VAT for all five.
(PEN Subscribers can get a 20% discount using code hcuk20pen)
Click here to book Engaging Patients & Families in Complaints under Patient Safety Incident Response Framework (PSIRF) and the Complaints Standards Framework
MONDAY 13th MAY 2024
VIRTUAL, Online
This virtual masterclass will build confidence in compassionately engaging and involving families and loved ones to work within the requirements of PSIRF and the Complaints Standards Framework. But more than this, the masterclass will support staff to go beyond compliance to understand the issues and emotional component on a deeper level; to have real authentic engagement and involvement with patients and families.
(PEN Subscribers can get a 20% discount using code hcuk20pen)
Click here to book NEWS
Over the last month we have found three interesting articles on how to improve the experience through communication; one using a model called HEART, one reminding us of the vital role of the health care professional to build rapport, and one using narrative inquiry to provide colour to the insight provided by surveys.
The H.E.A.R.T. model —
(H)ear
(E)mpathise
(A)pologise
(R)espond
(T)hank you — being built into the foundation of person- and family-centred care at a Hospital in Ottowa – what a great idea!Click here to read the article.
With all the focus on AI it is important not to lose sight of the basics – and the role of people and communication.
Click here to read the article.
Questionnaire surveys at a hospice were proved ineffective as a tool to identify areas for service improvement. They undertook a narrative inquiry with patients and their families which identified important deficits that offered clear guidance for service development. This method needed a careful, respectful approach, as well as significant time and resources, but proved to be invaluable.
Click here to read the article.
IN CASE YOU MISSED IT
Picker recently hosted an insightful workshop unveiling the new online dashboard for the National Cancer Patient Experience survey.
Click here to watch back The Patient Experience Library recently published a fascinating report on that tells how the practice of diary-keeping enabled family members and staff to understand what a patient was experiencing as he emerged from six weeks of coma, ventilation and proximity to death.
Click here to read You may remember last month we featured an article highlighting the importance of Doctor’s taking a Seat with the Patients. Well, we found even more!
Click here to read PATIENT AND PUBLIC VOICE OPPORTUNITIES
NHS England - Patient and Public Voice (PPV) Partners Needed!
Patient and Public Voice (PPV) partners play a crucial role in NHS England’s specialised services and are represented throughout their boards/ committees/ groups to ensure that the views of patients, carers and the public are at the heart of all they do.
Specialised Commissioning is currently recruiting several PPV partner roles for various areas including Neonatal Critical Care Clinical Reference Group, the Individual Funding Request Panel, Vascular Diseases Clinical Reference Group, Hepatobiliary and Pancreas Clinical Reference Group, Rare Disease Advisory Group and the Paediatric Neurosciences Clinical Reference Group. NHS England are committed to promoting equality and inclusion to ensure that our PPV partners reflect and represent our diverse population and they particularly encourage people from minority communities to apply.
Click here to find out about any of the roles and how to apply.TOP FEBRUARY PICKS
POD
CAST5 for 5
Five minutes for five questions to improve the Cancer Experience of Care at County Durham and Darlington NHS Foundation Trust.This project was shortlisted for Cancer Patient Experience Survey Award at PENNA19.
Listen Here VIDEO PRESENTATION
Be Cancer Aware
A fascinating insight into the work of North East and Cumbria Learning Disability Network focusing on rising awareness for people who have a learning disabilityThis project was Runner Up in the Cancer Experience of Care Award category at PENNA22.
Watch Here PENNA
FINALISTFlower Sculptures for Cancer Services
A presentation from Derby Teaching Hospitals and Air Arts on the importance of environment, first impressions and reducing stress for Cancer patients and Families.
This project was a shortlisted in the ‘Access to Information’ category at PENNA17.
Read Here January 2024
-
December 2023
Welcome to the Patient Experience Network Newsletter
PENLetter December 2023
Issue 104
Dedicated to celebrating the extraordinary things that people do every day to improve the experience for patients, their family/carers and colleagues.
Welcome to our December PENLetter.
We have just released the highlight video from this year’s awards. I think it really captures the energy and impact from the day, with many people talking about what they plan to take away or share following participating, but we would love to hear your thoughts!
As a reminder all shortlisted presentations are now available on our website. We have also uploaded all our Category Winner Live Presentations for you to watch too! So much to inspire!
Click here to access all shortlisted presentations and watch our winners presenting live on the day.
We were also lucky to co-host a webinar Picker where we heard from some of our participants about what it meant to take part. If you missed it and would like to watch it, please click here.
In keeping with all things PENNA, we are delighted to announce the key milestone dates for next year’s event, so please do make a note in your diary of the following:
08/04/24 – PENNA Submissions Open
19/07/24 – PENNA Submissions Close
03/10/24 – PENNA Live Event DayAs we approach Christmas we’d like to confirm our office is closed from 6pm on Friday December 22nd until 8am Tuesday 2nd January 2024.
And that only leaves us to wish you health, hope and happiness for 2024.
Best wishes,
Ruth, Louise and HelenCase Study
Our December Case Study is the Communicating Effectively with Patients and Families Category Winner and OVERALL PENNA23 WINNER, Little Voices from Walsall Healthcare NHS Trust. Click here to read more!
Spotlight
Long COVID, rare diseases and Patient Experience
This month Ruth read an interesting piece from the Patient ExperienceLibrary about Covid and the patient experience in rare diseases. The Patient ExperienceLibrary report that "although individual rare diseases affect small numbers of people, the overall experience of rare disease is recognised by the Department of Health and Social Care as ‘collectively common’”. They go onto say that “the government’s Rare Disease Framework states the importance of ‘patient voice’ to help improve understanding of rare diseases. But how does patient experience show up in the research?”.
Well worth a read as they researched literature in this area and found, perhaps unsurprisingly, that “lived experience of rare disease is under-researched compared to other parts of the patient experience evidence base. There are gaps in knowledge, and a likelihood that health charities and patient groups are bearing an unfair share of the research burden.
You can download the report via their website.In the summer, PEN ran a series of webinars to explore and understand the experience of people with long COVID.
The links are available to all:
Lived Experience of Long Covid ResourcesNews From Our Members
From adversity into action, using your experience to help others
In this short film, Tash, John, Sharon and Amy talk about what it is like to get involved in health research (sometimes called public involvement in research). Each shares their reasons for getting involved in research and what impact it has had on their lives. Tash, John, Sharon and Amy are all involved in mental health research projects funded by the ThreeNIHR Research Schools' Mental Health Programme. They wanted this film to encourage others with experience of health problems to find out more about how they could influence research. The film and its messages were co-produced with people with lived experience of health problems.WHO IS THE FILM FOR?
Patients and the public
Health and social care staff and managersResearchers
Students and trainees
HOW CAN WE USE THE FILM?
TrainingAwareness raising
Motivation and inspiration
Recruitment
Let the team know what you think and how you use the film –they’d love to hear from you
(Contact Krysia Canvin, k.canvin@keele.ac.uk).
We were lucky to be joined by Matt Donovan of SPARK®TSL at our recent PEN National Awards, and they hosted a round table looking at ‘How could technology better support patient experience in the NHS?’. Below is a summary of that round table conversation:
The NHS exists to serve patients. But more could be done to make their experience a key focus when it comes to technology adoption, senior NHS delegates told a standalone roundtable hosted by SPARK TSL that took place on the morning of the PEN National Awards. SPARK TSL, category partner of the Innovative Use of Technology, Digital and Social Media award, reports here:
https://www.sparktsl.com/blog/how-could-technology-better-support-patient-experience-in-the-nhs
PEN News
Patient Experience Network Radio
The Patient Experience Network presents "Patient Experience Radio", an audio 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. We have plenty of new episodes planned for 2024!
Check out our back catalogue here.
Case Studies
Just like our podcasts, we have a HUGE back catalogue of Case Studies available on our website. Whatever your area of interest, we can almost guarantee that we have a Case Study on it for you to draw inspiration from.Check out the back catalogue in full here:
https://patientexperiencenetwork.org/resources/case-studies/
Using Insight for Improvement Events
Following on from our annual PEN National Awards, we bring together a selection of our shortlisted finalists for a series of workshops in conjunction with NHS England .
These events are where we where we bring some of the excitement and best practice from this year’s Patient Experience Network National Awards (PENNA) to even more people! We hear from Winners and Finalists who have used feedback and insight to drive improvement in healthcare to showcase their work.
Dates for these events are coming soon in early 2024 so keep your eyes peeled!
Partner Events
CARING: Achieving CQC Outstanding under the New Single Assessment Framework
Tues 9th Jan 2024
Virtual, OnlineThe CQC have now confirmed that although moving to a single assessment framework they will still use the five key questions (safe, effective, caring, responsive and well-led) and four-point ratings scale (outstanding, good, requires improvement and inadequate). (CQC July 2022)
This series of masterclasses will update delegates on CQC developments under the single assessment framework and the key questions, quality statements and evidence categories. Each masterclass focuses on the five key areas: Caring, Effective, Responsive, Safe and Well Led, to assess how your service is performing. The masterclass is aimed at Clinical Staff, Team Leads and Senior Management.
For the full programme and to book your place, please click here:
https://www.healthcareconferencesuk.co.uk/virtual-online-courses/caring-cqc-masterclassUse code hcuk20pen to get a 20% discount on booking.
EFFECTIVE: Achieving CQC Outstanding under the New ingle Assessment Framework
Tues 23rd January 2024
Virtual, OnlineThe CQC have now confirmed that although moving to a single assessment framework they will still use the five key questions (safe, effective, caring, responsive and well-led) and four-point ratings scale (outstanding, good, requires improvement and inadequate). (CQC July 2022)
This series of masterclasses will update delegates on CQC developments under the single assessment framework and the key questions, quality statements and evidence categories. Each masterclass focuses on the five key areas: Caring, Effective, Responsive, Safe and Well Led, to assess how your service is performing. The masterclass is aimed at Clinical Staff, Team Leads and Senior Management.
For the full programme and to book your place, please click here: https://www.healthcareconferencesuk.co.uk/virtual-online-courses/effective-cqc-masterclass
Use code hcuk20pen to get a 20% discount on booking.
Complaints, Resolution & Meiation
Fri 13th Feb 2024
Virtual, Online
The December 2022 NHS Complaints Standards released by the PHSO have a strong focus on early resolution by empowered and well-trained people.
Suitable for anybody who deals with complaints as part of their job role, the forthcoming virtual masterclass is a highly interactive and effective workshop to help improve your confidence in handling complaints in line with the Complaints Standards. A simple model to facilitate effective responses will be shared and you will have the opportunity to practise the use of our unique AERO approach.
Developing the skills and confidence to explore perspective, seek to understand the root and true cause of the patients concerns (the complaint ‘iceberg’) and introducing resolution techniques, empowers teams to increase the chances of achieving a resolution with less detrimental impact on their own and the healthcare team’s wellbeing. Mediation techniques also produce a clearer understanding of the complaint and why the situation escalated.
For the full programme and to book visit www.healthcareconferencesuk.co.uk/conferences-masterclasses/complaints-resolution-and-mediation
SAFE: Achieving CQC Outstanding under the New Single Assessment Framework
Tues 20th February 2024
Virtual, OnlineThe CQC have now confirmed that although moving to a single assessment framework they will still use the five key questions (safe, effective, caring, responsive and well-led) and four-point ratings scale (outstanding, good, requires improvement and inadequate). (CQC July 2022)
This series of masterclasses will update delegates on CQC developments under the single assessment framework and the key questions, quality statements and evidence categories. Each masterclass focuses on the five key areas: Caring, Effective, Responsive, Safe and Well Led, to assess how your service is performing. The masterclass is aimed at Clinical Staff, Team Leads and Senior Management.
For the full programme and to boo your place, please click here:
https://www.healthcareconferencesuk.co.uk/virtual-online-courses/caring-cqc-masterclassUse code hcuk20pen to get a 20% discount on booking.
Measuring, Understanding and Acting on Patient Experience Insight From Insight to Improvement
Thurs 21st March 2024
Virtual, OnlineThis conference will focus on measuring, understanding and acting on patient experience insight, and demonstrating responsiveness to that insight to ensure patient feedback is translated into quality improvement and assurance.
Through national updates and case study presentations the conference will support you to measure, monitor and improve patient experience in your service, and ensure that insight leads to quality improvement. Sessions will include learning from patients, improving patient experience, practical sessions focusing on delivering a patient experience based culture, measuring patient experience, demonstrating insight and responsiveness in real time, monitoring and improving staff experience, the role of human factors in improving quality, using patient experience to drive improvement, changing the way we think about patient experience, and learning from excellence in patient experience practice.
For further information and to book your place click here.Use code hcuk20pen to get a 20% discount on booking.
Patient Involvement & Partnership for Patient Safety
Thurs 25th April 2024
Online, VirtualThis conference focuses on patient involvement and partnership for patient safety including implementing the National Framework for involving patients in patient safety, and developing the role of the Patient Safety Partner (PSP) in your organisation or service. The conference will also cover engagement of patients and families in serious incidents, and patient involvement under the Patient Safety Incident Response Framework.
For the full programme and to book your place, please click here:https://www.healthcareconferencesuk.co.uk/virtual-online-courses/patient-involvement
Use code hcuk20pen to get a 20% discount on booking.
Using Empathy to Compassionately Engage with Patients and Families within Complaints
OngoingLinking to PSIRF, the Duty of Candour and Complaints Standards Framework, this course will develop skills and confidence in empathy, compassionate engagement, involvement and good complaint and patient safety incident handling. Examine through real-life content, a just, fair and learning culture to gain deeper understanding of the complexities of the emotional impact, to prevent second harm. Along with managing personal wellbeing.
This brand new course has been designed to give learners the live training experience, with interactive participation for learners to allow expression of their own. Throughout the journey, you will be accompanied by your own participation colleagues, who have been filmed during an actual session, to give honest, authentic and real time, thought provoking discussions and analysis.
This course has been created for:
Complaints Managers
PALS Officers
Family Liaison Officers,
PSIRF Implementation Leads
Learning Response Leads
Front-line staff
Management and executive teams
Students
All healthcare professionals wanting to understand and up skill safely in empathy compassion, civility and personal well-being within complaints, leadership and communication
How does it work?
Sign up today!
You’ll be emailed log-in details and a link to our online platform
Work through the course at your own pace
Complete the interactive and dynamic course
Download your certificate of completion upon passing the course
With 12 months access you can revisit as many times as you like to refresh your newly gained skills and knowledge
Optional live Q&A with CarolynFor further information and to book your place visit
https://www.healthcareconferencesuk.co.uk/on-demand-training/empathy-and-compassion
Use code hcuk20pen to get a 20% discount on booking.
Join us as we team up with Picker, for an engaging and informative webinar to shine a spotlight on the exceptional projects recognised at the recent Patient Experience Network National Awards. This event serves as a follow-up to the awards ceremony and provides a unique opportunity to hear directly from a select group of winners and runners-up as they present their remarkable initiatives.
Discover innovative solutions, best practices, and inspiring stories from the forefront of patient experience improvement. Learn how these dedicated individuals and teams are making a significant impact in healthcare and social care, as they share their insights, challenges, and successes.
Whether you’re a healthcare professional, patient advocate, researcher, or simply interested in the future of patient care, this webinar promises valuable takeaways and a chance to engage with the leaders in the field. Don’t miss this opportunity to be a part of the conversation and be inspired by those driving positive change in the realm of patient experience.
Chair
Chris Graham, Chief Executive of Picker Group
Speakers
Sara Turle, Patient Representative
Laura Elliot and Dasa Farmer – Wakefield District Health and Care Partnership
Linda Craig and Dalrene Masson – Public Health Agency
Garry Perry – Walsall District NHS Trust (Overall PENNA Winner)
PENNA Submissions
To find out more about these or other case studies please visit our website - all shortlisted presentations from our 2023 event can be found online here. Presentation videos from this year's awards will be posted shortly.October 2023
Hello Colleagues,
Wow! What a couple of weeks it has been at PEN HQ!
We wanted to say a HUGE HUGE THANK YOU to everyone that came to join us at the University of Birmingham on 28th September to celebrate this year’s Patient Experience Network National Awards.
As we came together for our 13th year, it was a fantastic day of celebration and best practice, and we are really enjoying seeing all of the excitement continue being shared across Twitter via the hashtag #PENNA23 and @PEN_NEWS.
You can check out a selection of the photographs from the day here!We have updated our website and all the shortlisted finalist presentations are now online and available to view here. This year’s Book of Best Practice is available to download here.
We will have all live videos from the day online very soon.
Scroll down to check out the Overall PENNA23 Winner, category winners, runner’s up and finalists.
We welcome all feedback, so if you would like to get in touch about the event, please do email helen@patientexperiencenetwork.org.
Best wishes,
Ruth, Louise & Helen
CLICK HERE TO VIEW THE PENNA23 AWARDS PAGE PENNA23 Winners, Runner’s Up and Shortlisted Finalists
OVERALL WINNER PENNA 2023
Walsall Healthcare NHS Trust - Little Voices
On The Day Rosettes
Best Poster Board - Walsall Healthcare NHS Trust - The Power of a Cup of Tea!
Best Networker - Cheshire and Wirral EmpowerEd and Level Up Team
Best Contribution - Guy on the right hand side!! Was this you or your colleage? (We think he was from Liverpool and he asked so many marvellous questions! We’d love to be able to put a name to the face!)
Top Tweeter - Anna Rarity
Best Judge - Azmina Rose
Simply the Best - Lady Marie Dawson-Malcolm
Cancer Experience of Care Award- Winner - Kings College Hospital - Kings Cancer Collaborative Addressing Health Inequalities
- Runner Up - St Helens and Knowsley NHS Trust now known as Mersey and West Lancashire Teaching Hospitals NHS Trust - Specialist Palliative Care at the front door
- Runner Up - Surrey and Sussex Cancer Alliance - “What happened next after my cancer screening result was abnormal?” Videos for people with Learning Disabilities and Autism-Improving access and patient experience in cancer screening
- Hywel Dda University Health board - Prostate active care together (PACT)
- Kings College Hospital - King’s Macmillan Cancer Support Workers
- Liverpool University Hospitals NHS Trust - Extending and Expanding the Prehabilitation Service at Liverpool University Hospitals NHS Foundation Trust
- North East & Cumbria Learning Disability Network - Breast and bowel cancer screening learning disability health quality checker programme
- Northampton General Hospital - Improving the Information & Support for those living with cancer
- Xploro - Xploro Digital Therapeutics Platform
Communicating Effectively with Patients and Families
- Winner - Walsall Healthcare NHS Trust - Little Voices
- Runner Up - Nottingham University Hospital NHS Trust - “Keep Moving” Patient Information Sheet.
- Dementia UK - Chinese Welfare Admiral Nurse Service
- Sodexo - Welcome Guide
- Stand (Submitted on behalf of the North East and North Cumbria ICB) - Involvement activity to review respite provision in South Tyneside
- South Tyneside and Sunderland NHS Foundation Trust - Improving the quality and availability of medication-related information at hospital discharge
- Warrington and Halton Teaching Hospitals NHS Foundation Trust - The implementation of Family Integrated Care (FiCare) model within the Neonatal Unit
Commissioning for Patient Experience
- Winner - Cheshire and Wirral Partnership NHS Foundation Trust - Driving service improvements through provider collaborative partnerships across the North West
- Runner Up - Hywel Dda University Health Board - Arts Boost: Improving Children and Young Peoples Mental Health through Art
- South Tyneside and Sunderland NHS Foundation Trust - Improvement in Community Midwifery Services
- South Tyneside and Sunderland NHS Foundation Trust - Sunderland Royal Hospital Maternity Entrance Mural Project
- Stand (Submitted on behalf of the North East and North Cumbria ICB) - Involvement activity to review respite provision in South Tyneside
Engaging and Championing the Public
- Winner - Public Health Agency - Listening to sign language users – improving access to how experience can be shared
- Runner Up - Spectrum People - Living with Lived Experience videos
- Common Ambition Bristol - Working with African and Caribbean heritage communities in Bristol to reduce HIV diagnosis, stigma and generally improve sexual health
- Cheshire and Wirral Partnership NHS Foundation Trust - Driving service improvements through provider collaborative partnerships across the North West
- NHS Greater Glasgow and Clyde - Patient and Public Involvement in Developing NHS Greater Glasgow and Clyde's Maternity and Neonatal Strategy
- North West Ambulance Service NHS Trust - Improving our services through using the voices our Patient and Public Panel members
- University Hospital Bristol and Weston - Making room at the top – Young Ambassadors programme at Bristol Royal Hospital for Children
Environment of Care
- Winner - Royal Cornwall Hospitals Trust - Critical Care Healing Garden
- Runner Up - University Hospital Bristol and Weston - Dance for Dementia
- Newmedica - Building a patient-centric environment
- Nottingham University Hospitals NHS Trust - The Health Care of Older People Shared Governance Council’s Radio Project
Fiona Littledale Award
- Winner - Liverpool John Moores University - Emma Davey – Supporting a young cancer patient home during COVID pandemic and lockdown
- Runner Up - Chesterfield Royal Hospital - Dawn Warrington and Tony Lormor – Development and support of ABC (Anyone affected by cancer) support group
Innovative Use of Technology, Social and Digital Media
- Winner - Imperial College Healthcare NHS Trust - Scale, Spread and Embed FFT Programme: driving responsive and timely improvements in patient experience using natural language processing
- Runner Up - University Hospital Bristol and Weston - Lights, Camera, Action! Making the Unfamiliar Familiar: A Patient Information Video
- Ashford and St Peter’s Hospitals NHS Foundation Trust - Medical Examiners Service Community Roll-Out Project
- Careology - Using digital cancer care to revolutionise mental health support for young cancer patients
- The Shrewsbury & Telford Hospital NHS Trust - Cancer Information, Support and Wellbeing App
- Nottingham University Hospitals NHS Trust - Improvements to new patient systemic anti cancer therapy (SACT) information
- uMotif Limited - uMotif: 1st New, Validated eCOA/ePRO Data Capture Innovation Since Paper on Smartphones Drives High Patient Engagement in Clinical Trials and Real-World Studies
Measuring, Reporting and Acting & Turning It Around- Winner - Southport and Formby Health - Improving Appointment Utilisation and Patient Experience-7-Day GP Service
- Runner up - Cheshire and Wirral Partnership NHS Foundation Trust - A Needs Led Community Rehabilitation Service – Working as part of a WholeSystem
- Aneurin Bevan University Health Board - Dementia Meaningful Activity and Engagement in Hospitals.
- Cheshire & Wirral Partnership NHS Foundation Trust - Developing and Implementing Ask Listen Do
- Northern Care Alliance NHS Foundation Trust - “Observe, Listen & Act” programme to effectively measure our patient/service user experience and gather feedback in the moment to inform improvements made across all areas of the group Trust.
Partnership Working to Improve the Experience
- Winner - Nottingham University Hospitals NHS Trust - Cancer Prehabilitation Service
- Runner up - Birmingham Women’s and Children’s NHS Foundation Trust - BWC Patient Experience – One Stop Advice Shop
- Cheshire and Wirral Partnership NHS Foundation Trust - Driving service improvements through provider collaborative partnerships across the North West
- North East & Cumbria Learning Disability Network - Skills for Living with Type 2 Diabetes
- Nottingham University Hospitals NHS Trust - High Intensity Service User
- Shrewsbury and Telford Hospital NHS Trust - Establishing an Independent Complaints Review Group
- Surrey and Sussex Cancer Alliance - “What happened next after my cancer screening result was abnormal?” Videos for people with Learning Disabilities and Autism-Improving access and patient experience in cancer screening
- University Hospital Bristol and Weston - Bristol Sight Loss Council – making connections: building relationships
Patient Experience Manager of the Year (NHS)
Winner - University Hospitals Birmingham NHS Foundation Trust - Nicky Beecher
Patient Experience Manager of the Year (Third Sector)
Winner - Carers Trust - Holly Swinckels
Patient Experience Professional of the Year
Winner - Northumbria Healthcare NHS Foundation Trust - Avril Robinson – Improving the experience of palliative care patients
Personalisation of Care
- Winner - Nottingham University Hospitals NHS Trust - Cancer Prehabilitation Service
- Runner Up - Birmingham Women’s and Children’s NHS Foundation Trust - Emergency Department Runners
- Aneurin Bevan University Health Board - Dementia Meaningful Activity and Engagement in Hospitals
- Manchester Foundation Trust - Set up and delivery of specific Autism Orthoptic clinic, encompassing reasonable adjustments
- Nottingham University Hospital NHS Trust - BAME Wig Project
- Sodexo - Flexible dining
- Teesside University - Experts by Experience: The Person’s Voice Module
- University Hospital Bristol and Weston - Lights, Camera, Action! Making the Unfamiliar Familiar: A Patient Information Video
Staff Engagement & Improving Staff Experience and Medical Education for Healthcare Professionals
- Winner - Northumbria Healthcare NHS Foundation Trust - Improving staff Health and Wellbeing at Northumbria Healthcare NHS Foundation Trust
- Runner Up - Pluto Play Productions & Doctors in Distress - ‘Beneath The White Coat’ play
- Cardiff & Vale University Health Board - NHS Mental Health Partnership Volunteer Scheme
- Derbyshire Healthcare NHS Foundation Trust - Icare (Increase Confidence, Attract, Retain, Educate) Development Framework
- Homerton NHS Trust - Staff Wellbeing Group
- University Hospitals of Derby & Burton NHS Foundation Trust - Paediatric Medical Students Patient Experience & Quality Improvement Special Study Module
- Walsall Healthcare NHS Trust - The Power of a cup tea
Strengthening the Foundation
- Winner - Northumbria Healthcare NHS Foundation Trust - Improving staff Health and Wellbeing
- Runner Up - Pluto Play Productions & Doctors in Distress - ‘Beneath The White Coat’ play
- Cardiff & Vale University Health Board - NHS Mental Health Partnership Volunteer Scheme
- Derbyshire Healthcare NHS Foundation Trust - Icare (Increase Confidence, Attract, Retain, Educate) Development Framework
- Homerton NHS Trust - Staff Wellbeing Group
- University Hospitals of Derby & Burton NHS Foundation Trust - Paediatric Medical Students Patient Experience & Quality Improvement Special Study Module
- Walsall Healthcare NHS Trust - The Power of a cup tea
Student Patient Experience Advocate of Tomorrow
- Winner - Liverpool John Moores University - Ava Milligan, Student Nurse
- Runner Up - Liverpool John Moores University - Emma Davey – Supporting a young cancer patient home during COVID pandemic and lockdown
- Liverpool John Moores University - LJMU Dementia Ambassadors Project
Student Patient Experience Educator of Tomorrow
- Winner - Liverpool John Moores University - John Wells , Student Nurse Educational activities to support healthcare staff and enhance patient care
- Runner Up - Liverpool John Moores University - Sam Noon – Student educator of the year
- Runner Up - Sefton Training Hub (Southport & Formby Health) - A student led approach to improving healthcare for Mental Health Patients and those with Learning Difficulties in a Primary Care setting.
- Liverpool John Moores University - The Liverpool, John Moores University Nursing Society- run by students for students
- Liverpool John Moores University - The LJMU Mental Health Society
- Sefton Training Hub (Southport & Formby Health) - Sefton Training Hub PA PreceptorshipA Southport & Formby Health Ltd and Southport & Ormskirk Trust partnership in supporting newly qualified PAs.
Support for Caregivers, Friends and Family
- Winner - Dementia UK - Core Clinical Services Admiral Nurse support
- Runner Up - South Tyneside and Sunderland NHS Foundation Trust - Carer Passport Scheme – accessible to all
Team of the Year
- Winner - Dementia UK - Core Clinical Services Admiral Nurse support
- Runner Up - South Tyneside and Sunderland NHS Foundation Trust - Carer Passport Scheme – accessible to all
Using Insight for Improvement
Overall Category Winner
Oxleas NHS Foundation Trust and Royal Borough of Greenwich Public Health and Wellbeing Department - Quick and easy access to NRT (Nicotine Replacement Therapy): Making the most of an opportunity
Sub-category – Using Insight to Improve Patient Experience of Access to Services- Winner - Oxleas NHS Foundation Trust and Royal Borough of Greenwich Public Health and Wellbeing Department - Quick and easy access to NRT (Nicotine Replacement Therapy): Making the most of an opportunity
- Breast Cancer Now - Breast Cancer Now’s Service Pledge: Using the power of the patient voice to improve breast cancer services
- Northumbria Healthcare NHS Foundation Trust - Improving attendance rates for women attending Colposcopy appointments
- Southport and Formby Health - Improving Appointment Utilisation and Patient Experience-7-Day GP Service
Sub-category – Using Insight to Improve Equality of Care
- Winner - Nottingham University Hospital NHS Trust - BAME Wig Project
- Barts Health - Tackling health inequalities within the Somali Community in North East London
- North East & Cumbria Learning Disability Network - Skills for Living with Type 2 Diabetes
- University Hospital Bristol and Weston - Bristol Sight Loss Council – making connections: building relationships
Sub category - Championing the Use of Insight to Improve Patient Experience
- Winner - Barts Health NHS Trust - Valuing Patient and Community Voices
- Cheshire and Wirral Partnership NHS Foundation Trust - Driving service improvements through provider collaborative partnerships across the North West
- Integrated Care Northamptonshire - Engagement Library
- Mid Yorkshire Hospitals NHS Teaching Trust - A focused initiative to ensure personalisation of care following the Covid pandemic using insight work with the Yorkshire & Humber Improvement Academy to support review and reset.
August 2023
Hello Colleagues,
It’s a very exciting time of year here for us at PEN HQ!
Earlier on this month, after some fascinating reading and some tough decisions, our Judges for this years Patient Experience Network National Awards submitted their scores and we announced our shortlisted finalists for 2023.It was another bumper year for submissions and the level of work that is happening nationwide is outstanding. There is innovative thinking, ingenuity and creativity, and thoughtful design happening in organisations and trusts up and down the UK, all with Patients and their best interests at the heart.
The awards day and best practice sharing conference is being held on 28th September at the University of Birmingham and if you would like to join us, you can book your place for £249 + VAT by emailing helen@patientexperiencenetwork.org.
We look forward to seeing you soon!
Best wishes,
Ruth, Louise and Helen
Patient Experience Network TeamCLICK HERE TO SEE THE PENNA23 SHORTLISTED FINALISTS Patient Experience Network National Awards
Meet & Greet Zone
Picker are a longstanding partner of the Patient Experience Network National Awards and this year we are proud to be continuing that partnership by working with them to bring a Meet and Greet Zone to PENNA 2023.We know that not everyone can come to the event with a full team and so to ease the anticipation of arriving solo, Picker will be hosting our very first Meet & Greet Zone. Their team will be facilitating introductions, enabling networking and will just be on-hand to have a chat and a cuppa if you find yourself at loose end or aren’t quite sure who to speak to next!
July 2023
In this latest newsletter we remind you about entering the Patient Experience Network National Awards 2023 which are taking submissions until 14th July, we announce an exciting new event to explore the patient experience for Long Covid, and share a case study from last year's awards about improving the patient experience for patients with Covid.
Thanks for reading,
Ruth, Louise and HelenThe Patient Experience Network (PEN) are delighted to announce a day of drop-in sessions sharing 'Lived Experience of Long-COVID' on 25th July.
Throughout the day there will be 4 x 1.5 hour online drop-in sessions and you are welcome to join as many or as few of them as you would like. We'd love to see you online with us all day, but likewise, we know everyone is busy and so it may be you can join just one or two of the sessions. Please use the link below to register for the sessions you plan to attend.
Session 1: Insights from Health Inequalities Research for Long-COVID
09:00-10.30
Hosted by: Nisreen Alwan (University of Southampton) and Sarah Baz (University of York) on behalf of the Long Covid and Health Inequalities Academic Group (part of the Qualitative Long Covid Network)
This session will run around the theme of 'Long Covid and Health Inequalities’. It will explore different dimensions of health inequalities and barriers to accessing care and support that are faced by different groups and people with Long Covid. What improvements are required in the healthcare system to provide adequate support to people with Long Covid and make sure their voices and experiences are heard?
Based on this theme, the session will consist of various talks: 'PPI lived experiences' shared by representatives of PPI groups from academic research projects, 3 Long Covid project presentations, a presentation from the Long Covid and Health Inequalities Academic Group, finishing off with an interactive problem-solving activity.
Session 2: Long-COVID and the Risks of Exclusion
11:00-12.30
Hosted by: National Voices
National Voices ran a project which brought together six inequalities-focused organisations, who carried out individual pieces of work with different communities at risk of exclusion from Long Covid, including the South Asian community, African and Caribbean community, people experiencing homelessness, people with learning disabilities, traveller communities and deaf people.
The project had three aims:
• To harness the crucial role of VCSEs in providing Long Covid support
• To co-produce solutions with those affected by Long Covid
• To create an open-circuit peer support group with the six key organisations.
This session will provide an overview of the findings from the project, and include speakers from some of the organisations involved.
Session 3: How Long-COVID Impacts Families: Amplifying the Voices of Children and Young People
13.30-15:00
Hosted by: Cervantée Wild, University of Oxford) and Alice MacLean, University of Stirling
Teams from Oxford, Stirling, Edinburgh, Aberdeen, Cambridge, and the Open University conducted several projects exploring patient experience of COVID-19 and Long COVID between 2020-22. These connected studies explored different dimensions of patient and family experience, and utilised interview-based methods to understand illness experiences, information and support needs and experiences seeking healthcare.
This session will focus on the impact of Long Covid in Families, especially children and young people.
Session 4: Enablers and Barriers to Accessing NHS Long-COVID Care: A View from the Public, Patients and Advocacy
15:30 - 17:00
Hosted by: Ipsos/NHS England
In this session we will discuss the project, introducing the four strands, methodology and recruitment. We will then dive deeper into the Long COVID pathway, concentrating on the following key areas:
- Raising awareness of Long COVID amongst the public is key to decreasing barriers to accessing care
- Helping those ‘self-managing’ their symptoms could improve levels of satisfaction with support offered
- Low awareness of Long COVID services is also a barrier to accessing care. Communications and information provision should make it clear that there is a possibility of improvement from Long COVID symptoms (albeit not a cure) and where to go for help.
- Increase awareness of symptoms in HCPs
- Once patients have been referred to a Long COVID clinic, it is also important to manage patients’ expectations of Long COVID clinics
There will then be a selection of breakout groups discussing how best to help increase awareness of Long COVID and where to find help throughout diverse communities alongside what support could look like once people have had their initial referral and are waiting for first contact.
There is no charge for attending.
We know these will be popular events so please book your place soon to avoid disappointment.
If you have any questions please don’t hesitate to email events@patientexperiencenetwork.org
Lived Experience of Long Covid
Virtual Sessions
Drop In Day
Tues 25th July 2023, 09:00 - 17:00
Register HereLong Covid Case Study We have a huge range of Case Study's online on our website for your information.
Co-producing a Long Covid Assessment and Support Service for Kent and Medway was the Commissioning for Patient Experience Winner in 2023.
More than 900 people with Long Covid have been involved in co-producing a new service for Kent and Medway. At the start we knew very little about this condition. By putting people with lived experience at the centre of the design process we were able to put resources into what mattered to them. Patients now oversee delivery and determine next steps.Click here to read the full Case Study 
Dear Colleagues,
We hope you are well and have been enjoying the ever improving weather over the past few weeks.
As many of you will be aware, our submissions for the Patient Experience Network National Awards 2023 and now OPEN! SO many of you have already been in touch discuss your ideas and submissions with us, we can’t wait to read them all.To help you write your submissions, we have once again teamed up with our colleagues at the Picker Institute to run a totally free Webinar:
PREPARING A SUCCESSFUL PENNA ENTRY
This will take place on Weds 21st June at 12:00 - 13:00.
In the webinar we will discuss what makes a successful entry. Our panellists, consisting of judges and previous winners (from both NHS Trusts and Industry) will discuss how to use the judging criteria to create an impressive case study from your work. The conversation will include top tips on how to ensure you demonstrate the impact of your work on both patient and staff experiences.
You can click below to register now for the FREE webinar.
If you have any questions about this years Awards, please do get in touch – Michelle, Sarah and Jo are available on 033 33 44 7060 any time between 9:00 and 5:00.
Or you can get in touch with us at awards@patientexperiencenetwork.org
We look forward to seeing you online very soon!
Best wishes,
Ruth, Louise and Helen
Patient Experience Network TeamBOOK YOUR FREE WEBINAR PLACE HERE Patient Experience Resource Library
If you are looking for some inspiration for your own submission, we have an extensive library of Patient Experience resources available to access for free on our website. With everything from Case Studies and Books of Best Practice to Video Presentations and Podcasts, there will be something available to whet your appetite! We pride ourselves on sharing Best Practice within the industry wherever possible and we encourage you to #StealWithPrideCLICK HERE TO SEE THE PENNA23 CATEGORY LISTING CLICK HERE TO SEE THE PENNA23 CRITERIA AND MARKING GUIDELINES March 2023
For the past five years, we are delighted to have worked with NHS England to run an annual series of insight-focused events that showcase best practice and create opportunities for networking.
We are delighted to announce our next two in-person workshops where we plan to bring some of the excitement and best practice from last year’s Patient Experience Network National Awards (PENNA) to even more people!
Over the free full day sessions we will be hearing from several of the PENNA 2022 Winners and Finalists who have used feedback and insight to drive improvement in healthcare. We will also be hearing the latest news from the Insight & Feedback Team, and we will have the opportunity to network and discuss key themes arising from the presentations.
The in-person events are focused on sharing what is working well, learning from each other and having the opportunity to discuss your own challenges with like-minded professionals.
28th February 2023, The Studio, LeedsDementia UK, Closer to Home Virtual Clinic Project, Helen Green
Nottingham University Hospitals NHS Trust, Maintaining patient dignity – The BAME wig project, Onyinye Enwezor
North East and Cumbria Learning Disability Network, Be Cancer Aware, Julie Tucker
CardMedic, Using CardMedic to improve patient confidence in and access to care services, Jim Gabriel
Nutricia, People matter, implementing local solutions for local teams, Gemma Machell
Medirest – part of Compass Group UK&I, Positive Impressions, Stacey Dobson
7th March 2023, The Studio, BirminghamKent & Medway, I have been referred for tests to investigate possible cancer - what does this mean for me?, Tracey Ryan
Cheshire & Wirral Partnership NHS Foundation Trust Lead Provider Collaborative Commissioning Team, Lead Provider Collaboratives - Level Up - Young people, EmpowerED and Carers/families Provider Collaboratives, Jenny Scott
BLMK ICP, ‘Patients Know Best’ Childhood Epilepsy Pilot Project, Usha Panchal
Birmingham Women's and Children's NHS Foundation Trust, Cultural Competencies Project, Carla Johnson
The Shrewsbury & Telford Hospitals NHS Trust, Cancer Information, Support & Wellbeing App, Leah Morgan
Medirest – part of Compass Group UK&I, Positive Impressions, Stacey Dobson
Dorset's "Think Big" Recovery Programme
Outpatient Assessment Clinic @ Dorset Health Village , University Hospitals Dorset NHS FT, Jonathan Wright
These workshops are free to attend and refreshments and lunch will be provided.
We know these will be popular events so please book your place soon to avoid disappointment.
Using Insight for Improvement
In-Person Workshop
Leeds
Tues 28th Feb, 9 - 4:30
Register HereUsing Insight for Improvement
In-Person Workshop
Birmingham
Tues 7th March, 9 - 4:30
Register HereIf you have any questions about PEN, click here to contact us! February 2023
For the past five years, we are delighted to have worked with NHS England to run an annual series of insight-focused events that showcase best practice and create opportunities for networking.
We are delighted to announce our next two in-person workshops where we plan to bring some of the excitement and best practice from this year’s Patient Experience Network National Awards (PENNA) to even more people!
Over the free full day sessions we will be hearing from several of the PENNA 2022 Winners and Finalists who have used feedback and insight to drive improvement in healthcare to showcase their work. We will also be hearing the latest news from the Insight & Feedback Team, and we will have the opportunity to network and discuss key themes arising from the presentations.
The in-person events are focused on sharing what is working well, learning from each other and having the opportunity to discuss your own challenges with like-minded professionals.
28th February 2023, The Studio, Leeds
7th March 2023, The Studio, BirminghamThese workshops are free to attend and refreshments and lunch will be provided.
We know these will be popular events so please book your place soon to avoid disappointment.
Using Insight for Improvement
In-Person Workshop
Leeds
Tues 28th Feb, 9 - 4:30
Register HereUsing Insight for Improvement
In-Person Workshop
Birmingham
Tues 7th March, 9 - 4:30
Register HereIf you have any questions about PEN, click here to contact us! January 2023
-
June 2022
The Patient Experience Network National Awards (PENNA) recognise best practice in patient experience across all areas of health and social care in the UK. The aim of the awards is to improve patient and staff experience by sharing and celebrating best practice. With over 20 categories in this year’s awards, there is an opportunity for a diverse range of teams to showcase their work.
We are co-hosting a free webinar with Picker, where we’ll discuss what makes a successful entry. Our panellists, consisting of judges and previous winners will discuss how to use the judging criteria to create an impressive case study from your work. The conversation will include top tips on how to ensure you demonstrate the impact of your work on patient and staff experience.
Register Here Date
Tuesday 24th May 2022
Time
12 - 1pm
Location
MS TeamsWebinar Agenda
Introduction to the Webinar – Hanan L’Estrange-Snowden, Insight Manager, Picker
Introduction to PENNA – Ruth Evans MBE, MD, PEN
Judging Criteria - Chris Graham, CEO, Picker – Chris will review the judging criteria and how to use them to make your entry stand out
Entry Considerations – Panellist TBA – What sets entries apart from one another
Creating a Winning Entry – Panellist TBA – Summary of their approach and how they evidenced their improvement work’s impact
Creating a Winning Entry – Panellist TBA – Summary of their approach and how they promoted inclusivity
Panel Discussion – Top tips on how to get your entry noticed
Chair's Summary
Children and Young People Focus
Using Insight for Improvement
Mon 25th April, 13:30 - 16:30
Register HereFor the past five years, we are delighted to have worked with the NHS England & NHS Improvement Insight & Feedback team to run an annual series of insight-focused events that showcase best practice and create opportunities for networking.
We are pleased to work with them again for an additional Insight for Improvement event focusing specifically on Children and Young People. The session will feature projects and best practice from previous Winners and Finalists from the Patient Experience Network National Awards. The half-day virtual event will take place on Microsoft Teams giving easy to access for all.
This virtual workshop is entirely free and you can reserve your place now!Speakers Confirmed:
- Richard Owen
Deputy Director - Children and Young People’s Transformation, Nursing Directorate,
NHS England & Improvement- Dr Chris Evans
Little Journey Ltd
Little Journey: A Children's Healthcare Procedure Preparation and Support Tool- Mat Southall
Cheshire East Integrated Care
Child Health Hubs- Carla Johnson
Birmingham Women's and Children's Hospital
Dora: Video Interpreting Device- Lisa Smith
University Hospitals Bristol & Weston NHS FT
Christmas Isn't Cancelled & Virtual Youth Involvement Group- Emily Robertshaw
Leicestershire Partnership NHS Trust
LPT Youth Advisory Board- Kirsty Lothian
Cambridge University Hospitals NHS FT
ACTIVE (The Children and Young People’s Board)Children and Young People Focus
Using Insight for Improvement
Mon 25th April, 13:30 - 16:30March 2022
The Patient Experience Network National Awards are the first and only awards programme to recognise best practice in patient experience across all facets of health and social care in the UK.
Now in it's 12th year, we are delighted to once again open submissions for this years awards!
With over 20 awards categories to enter, the Patient Experience Network National Awards brings together innovative and hardworking healthcare teams and organisations from across the country. After two year's of virtual ceremonies, we have been working hard to find a brand new home for the PEN National Awards in Birmingham.
We are delighted to announce that this year's Patient Experience Network National Awards will be hosted in-person at the University of Birmingham on Wednesday 28th September 2022.
Past participants tell us that winning one of our prestigious awards has brought great benefits for both them and their organisation, and simply taking part is extremely fulfilling.Awards FAQ's Key Dates
Deadline for All Awards Submission Entries
1st July 2022
Shortlisted Finalists Announced
8th August 2022
In-Person One Day Award Celebration
28th September 2022
University of Birmingham -
Welcome to the Patient Experience Network Newsletter
PENLetter December 2021
Issue 91View this email in your browser 
Dedicated to celebrating the extraordinary things that people do every day to improve the experience for patients, their family/carers and colleagues.Welcome to this month's PENLetter
Our exclusive newsletter for all of our members where we seek to update you on all of the most up to date, most interesting and most inspiring patient experience news.
The PEN Team
Welcome to our last newsletter of 2021!
In this newsletter we feature a great case study from Serco, news from Dan Williams who has lived with sight loss from childhood with a guest blog, as well as an update on the PEN National Awards and other news we have found interesting over the last month.
We hope you enjoy the read and as always please feel free to share and let us know if you have news you’d like us to share!
Finally we wish you hope, health and happiness for the coming year and thank you for everything that you do to improve the experience for others!
All the best,
Ruth and the Team at PENThis Month's Case Study
Overall Insight Category Winner
Serco Justice & Immigration
Modernising Medication Management in a Prison Setting
Winner – Partnership Working to Improve the Experience
Runner Up – Innovative Use of Technology, Social, Digital Media
Contact: Hayley Peek - Hayley.Peek@serco.com
Organisation
Serco manages custodial services across the justice system on behalf of the Ministry of Justice (MoJ) and Scottish Prison Service (SPS). We operate six adult prisons in the UK and constantly and systematically look to make change for the better, putting the needs of prisoners, colleagues and communities at the heart of service design, while working within established policy frameworks and observing complex regulatory, security and governance requirements.
HMP Dovegate is one of the prisons we manage. It’s a Category B adult male facility with up to 1,060 male adult prisoners serving a range of sentences including trial, remand, those awaiting sentence and convicted men serving long and short-term sentences. HMP Dovegate has the UK’s only privately run purpose-built therapeutic facility. The therapy that’s offered helps offenders stop their pattern of offending.
Practice Plus Group (formerly Care UK) is a leading provider of independent healthcare; providing predominantly NHS Services. As a large organisation with a national footprint, we employ in excess of 6000 staff to deliver safe and high-quality healthcare services in line with our ethos of ‘Access to Excellence’.
Healthcare services in prisons are commissioned directly by NHS England and we currently operational in 47 prisons of all categories nationally; delivering healthcare to over 40,000 patients, all with very unique, and often highly complex healthcare needs, including HMP Dovegate. In partnership we strive to ensure that Prisoners receive equivalent healthcare services within HMP Dovegate and have worked collaboratively on this initiative purely for the benefit of prisoners.
General Summary
Managing prisoners’ medications is challenging due to greater degrees of health needs when compared to the general population. To improve prisoners care and meet the needs of our population, we needed a better understanding of medication management challenges and to consider how to resolve them, whilst retaining a high level of care equivalent to a community setting and ensuring staff safety.
Following detailed research and design thinking, an innovative pilot project was undertaken to enable independent collection of in possession (IP) medication. A locker system was designed and tested within the TC* facility at HMP Dovegate. Results have been extremely positive and related to improved patient safety and effective governance, this includes a 16% rise in the number of prisoners who can now have their medication in-possession. All stakeholders reported improvements against proposed project benefits, with themes emerging around:- Better access to medications,
- Improved patient management/ control,
- Reduced delays (staff/ patients)
- Improved accuracy, time management, partnership working and governance.
Read more here:Patient Experience NewsDoctors are trained to be kind and empathetic but a hidden curriculum makes them forget on the job
Abbott's research initiative finds gap between perceived and actual patient experience in vascular care
Technology News
Local News
Visual Impairment News from Dan WilliamsDan helps employees with visual impairments across the UK and Ireland to retain and develop their jobs by carrying out online holistic workplace assessments and making recommendations for adjustments.
As he has lived with sight loss from childhood, he is able to bring empathy, lived experience of the challenges and a solutions based approach.
Here are his details:
https://www.visualisetrainingandconsultancy.com/consultancy/workplace-assessments/
And here are links to his two online awareness courses (visual impairment and disability confidence).- Disability Confidence and Awareness https://visualise.thinkific.com/courses/disability-awareness
- Visual Impairment Confidence and Awareness https://visualise.thinkific.com/courses/visual-impairment-awareness
Please contact Dan directly or info@patientexperiencenetwork.org if you would like further details.
On completion, learners can download a personalised certificate which can be used as CPD evidence.
Tea and Empathy at the Eye Clinic please…
By BJ Edwards (one of Dan’s guest bloggers)
www.bjedwards.co.uk
Look Straight Ahead
“Open as wide as you can for me…” the doctor says from the other side of the white light. “Look straight ahead… that’s it, nice and wide and straight ahead.” With warm and capable fingers, he raises my eyelid higher, and I grip the handles of the frame and wait for the light to retreat. “Ok…” he says and scribbles, updating my notes. I sit back, my stomach in anxious knots. “Let’s talk about this trabeculectomy.” I am in the glaucoma clinic at the eye hospital, it is 2014, and I am about to have a conversation about surgery that will control my pressure, preserve the little eyesight I have, and allow me to come off Diamox, the drug that has given me so many problems.
“Well,” I sigh. “I think, given the situation, we have very little choice.”
I have been in and out of eye hospitals for much of my childhood, experiencing trauma, stress and fear. I had my first eye operation at the age of six and have had around ten operations to preserve my eyesight and control eye pressure. I have glaucoma and cataracts and am now totally blind. I have seen a lot of changes over the years, both clinical and pastoral, but one thing remains constant, my feelings. In this article I will talk about my experiences in eye hospitals and discuss how I think services can be improved in order to make the experience as pleasant as possible for the patient. As you will see, no matter the age or background of the patient, there is always baggage to be carried and buttons to be pressed.
I’m ten years of age, I’m sitting in a waiting room in the eye clinic. There’s the smell of disinfectant, the lights are dim, and I am scared. Every time I come here, I experience some degree of pain or separation. The last time I came here I spent three months on the children’s ward because of complications after an operation.
We go in to see the doctor, not my usual one, another one. I’m here because my eye really hurts, my vision is terrible and my pressure is high. I have the familiar and unwelcome feeling of losing control that I am to be swept away by events I cannot influence. The doctor measures my pressure, it is fifty-two. He sounds serious, and I start to cry because I know I’ll have to have another operation, and I’ll be in hospital again, homesick, away from mum and dad. A year later, the pressure in my right eye will be under control, its vision preserved for many years to come. My left eye however, will continue to deteriorate, be painful, enlarged and light sensitive, and it will be removed on my request. Similar scenarios to this will be familiar to many visually impaired people. It is therefore unsurprising that when such negative associations are formed from a young age, they filter into adulthood. Thirty-two years on, I still experience high levels of anxiety when I go to the hospital. I am congruent enough to understand that this is due to historical experiences and not current ones, however, this knowledge does not prevent the negative, some would argue, irrational feelings from resurfacing. Undoubtedly, the hospital has changed over the years, it is more welcoming and less grim, but the phobia of the doctor remains.
Let me take you through a recent visit to the hospital…
I exit the tube. I do not have my guide dog with me as he isn’t escalator trained, and it is Summer and I am travelling at rush hour. Instead, I take my cane, a mobility aid that I am fairly poor at using, as I rarely use it. However, the underground staff, are as always, very helpful, and I reach the surface without a hitch. The route to the hospital is straightforward, and if I had my dog Oliver with me, we would jog up the road, deftly avoiding obstacles and the detritus of the city. However, as I am dogless, things are more difficult. I ask the member of staff to put me on the right track.
“Just follow the green line.” He says cheerfully.
“I can’t see it.” This seems to temporarily unbalance him, and it is apparent that he is unaccustomed to encountering someone with a white cane who has no eyesight.
“I guess it would help if the line was tactile.” I observe, striding forth, waving my cane in lazy, unpractised arcs.
With a little help from a passer-by, I eventually arrive. I find myself confronted by a sense of bewilderment. Rumour has it, you are now asked to sign-in on arrival. My cane, an ungainly aluminium tube, collides with what appears to be a plinth. I explore it and find a touch screen. Ironically it is utterly inaccessible. I stand there for a moment then sense a presence nearby.
“Hi, can you help me please?” I ask, trying to keep the anxiety and irritation at bay.
“What’s your name and date of birth” a male voice growls, deep and accented. I have no idea if he is a member of staff, a volunteer, or the ghost of a disgruntled patient.
“Are you a member of staff?” I ask.
“Pardon?” he rumbles.
“Who are you?”
“Your name” he repeats. At this point I have three choices; either make my way to where I think the reception desk is, interrogate the man further, or give in. I decide to surrender and give him my details. He taps the screen, and I thank my lucky stars he didn’t ask me for my bank details.
A hand clamps onto my forearm and attempts to propel me forward. “Clinic two.” he says. I shrug and he grabs my elbow in a grip which feels like an attempt at a restraint technique.
“I’ll take your right elbow if I may.” I say, exasperated at his lack of communication and training.
Eventually we arrive at the clinic, I go to the counter and am told that I didn’t have to sign-in after all. The man disappears and I am clumsily manhandled to a seat. It seems to me that docking with the international space station would be smoother and more dignified.
Then comes the waiting. I am alone with my thoughts. I think about all the times I have visited an eye clinic, all the operations, the sense of helplessness and the pain wrapped-up in every decision and every stroke of a pen. Despite the fact that I am 42 years of age, utterly in control of my own destiny, fit, strong and independent, I feel irrationally nervous. I wait for a long time without any human contact. I really fancy some water but have no idea where the fountain is.
Eventually I hear my name called out. I have one chance to pin-point where the voice comes from. I rise to my feet, hoping she will repeat my name so I can home in on her. She doesn’t. I walk towards the memory of the voice and the nurse asks me to follow her. This is tricky as her shoes are silent. She eventually realises that I am one of the few visually impaired people who can’t see, and she helps me to a chair in her lair. Now comes the pointless indignity of the eye test. Thankfully they gave-up asking me to look at a chart years ago, and now revert to hand movement, as the penny finally dropped and they realised that even holding-up fingers is a waste of time.
As I sit here, I am reminded of the thousands of little indignities, the thousands of eye tests that nobody can explain and give me a good reason for. I glide into automatic pilot and answer her questions. I can’t see her hand moving, but I can sense it. Although my eyesight disappeared years ago, my records will show that I have hand movement because sensing is as good as seeing in some situations. She scribbles something and guides me out and into another chair. I feel like a parcel made of flesh, deposited at various points throughout the hospital to sit in still, contemplative silence.
It’s getting late, there’s barely anyone here now. I feel nervous and a little more anxious, wondering if I have been forgotten, wondering if I’ll catch my train home. Just a little human contact would be nice, if only to tell me that they know I’m still here.
“Barrie Edwards.” Nobody ever calls me that, I’m BJ Edwards, I have been since the age of eight. I’ve told them before, asked them to call me BJ, but to no avail. The formality of Barrie always ramps up my fear and reminds me of young Barrie who had no choice but to give-in to every clinical decision in the obsession to save me from the doom of failing eyesight.
I’m here again, different darkened room, same drill. I can do it in my sleep – open wide, let them put a drop in my eye, accept a tissue, make small talk. Lean forward, chin on rest, look straight ahead at the intense blue light, the retreat of the light, the serious and quiet processing of information before the inevitable bombshell in the form of a number. Numbers seem to have haunted my life, as someone who has always been creative, writing, drama and sport my territory, maths my curse, the number that is attached to the pressure has followed me throughout my life. It has been as low as two and as high as fifty-two. Before my trabeculectomy of 2014, it was hovering around forty.
“Excellent!” I have never seen this doctor before, but he is nice. “Eight. Great stuff.” I feel relief flood over me, my irrational fears and anxiety swept away. I do not need to stay in, I do not need surgery or drugs. Despite being pretty much totally blind, my pressure has been stable for a few years now, my eye comfortable, the trabeculectomy having saved my eye but not my sight.
I feel myself again, adult, competent, intelligent. We talk about a cataract operation and decide that it would be pointless because of the historic damage to the eye. I feel sad. I have been harbouring the fantasy of recovering some useful eyesight for years, but it isn’t to be.
We shake hands, vowing to meet again in nine months. Despite the bad news about my cataract, I feel a sense of relief, tinted by disappointment and melancholy.
Can my experience, and the experience of others be improved? Yes. Clinicians must be aware of the baggage people carry. Hospitals, and especially eye hospitals press buttons. Years, and sometimes lifetimes of pain and distress lodge in the mind and emotional memory. When the last of my eyesight deserted me, I was offered no guidance or advice. I sought it alone but was stunned and disappointed to find that the RNIB’s sight loss counsellor was sighted… hospitals are wonderful. They tirelessly fight to preserve sight, but it is sometimes at the detriment of emotional and mental health. Sometimes it’s better to be sightless than take mind altering drugs like Diamox. Sometimes I would have wanted doctors and nurses to treat me with a little more consideration and empathy. I learned on my last visit that a cataract operation was no longer on the table. The doctor had no idea of the impact this news may have. Luckily, I am Ok, but somebody else may not be.
Things must not only change at the emotional level, but at the practical level too. Staff and volunteers must have proper training, and communication skills must be improved. Somebody alone must not be left waiting for hours without a word or the offer of a drink. When you see a person waiting, you have no idea how many times they have waited, how many tiny emotional ripples just being in a hospital causes. Whenever I go to an eye clinic, two people come; me, and my younger self, sharing the same chair, sharing the same experience and memories.
If you have sight loss, we would be delighted to hear your experiences of ‘tea and empathy’ or otherwise when visiting eye clinics and opticians.News from our MembersNHS England and NHS Improvement has commissioned Solutions Research Limited, an independent market research company, to gather insights from NHS staff who work with patient experience data.
Whether you have a lot of experience working with qualitative data, or whether you have little experience but want to use it more, we would like to hear from you to understand what your needs and ambitions are.
The online survey is now live! If you are interested in having your voice heard and your thoughts included in future plans, please click the link below:
https://schlesinger.focusvision.com/survey/selfserve/1a7f/211210?list=0
The project is being conducted in accordance with the Market Research Society Code of Conduct, meaning that participation is voluntary, and responses will be anonymous.
For more information from the Insight and Feedback Team about this work, please contact england.insight-queries@nhs.net.PENNA Update
Dates for PENNA2022 are is as follows:
- 1st March 2022: Open for Entries
- 22nd July 2022: Closed for Entries
- 12th August 2022: Shortlist Announced
- w/c 26th September 2022: Event
We are still exploring if this final celebration event will be face to face or on-line!
If you have questions or would like to register interest please get in touch at awards@patientexperiencenetwork.orgPEN NewsTo 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. Here is a selection of some of this month's tweets. Ruth Evans MBE at PEN
@PEN_NEWS
December 29th
So important to think about the signals our "leaders" give that sets the culture: Doctors are trained to be kind and empathetic – but a 'hidden curriculum' makes them forget on the job https://theconversation.com/doctors-are-trained-to-be-kind-and-empathetic-but-a-hidden-curriculum-makes-them-forget-on-the-job-171942?utm_source=twitter&utm_medium=bylinetwitterbutton… via
@ConversationEDURuth Evans MBE at PEN
@PEN_NEWS
December 29th
Interesting piece via @medcitynews
Digital patient engagement tools are providers’ solution to the labor shortage: https://medcitynews.com/2021/12/digital-patient-engagement-tools-are-providers-solution-to-the-labor-shortage/Ruth Evans MBE at PENRuth Evans MBE at PEN Retweeted
December 17th
Heard about #buildtogive from @LEGO_Group via @SignalCXnews
For every picture of a Lego star posted @LEGO_Group will give a set to charity. Hopefully they will be used to make a better star than this. Merry Christmas everyone!!Events 
February
Patient Experience Insights for Children and Young People
In partnership with NHS England and Improvement we will shortly be announcing a half day event focussing on good practice to improve the experience for children and young people.
Quality Accreditation, Monitoring and Assurance in Health and Social Care
Thursday 10th February 2022
I am pleased to invite you to attend the forthcoming Quality Accreditation, Monitoring and Assurance in Health and Social Care CPD certified conference taking place virtually on Thursday 10th February 2022. This conference focuses on developing systems and processes for accreditation and assurance for quality. Accreditation and assurance can be used as a tool to encouraging ownership of continuous quality improvement, reduce variation and increase staff pride and team working. Through practical case studies of NHS Trusts that have successfully introduced accreditation and assurance schemes the conference will provide you with a practical guide to implementing systems, improving staff engagement in driving improvement and achieving CQC Outstanding.
“A trust’s participation in accreditation schemes is reflected in the well-led key question at provider level as evidence of a commitment to quality improvement and assurance” CQC
For the full programme content, speaker line-up and to book visit www.healthcareconferencesuk.co.uk/conferences-masterclasses/quality-accreditation
Patient Involvement and Partnership for Patient Safety
Virtually on Thursday 24th February 2022
This conference focuses on implementing the June 2021 National Framework for involving patients in patient safety and developing the role of the Patient Safety Partner (PSP) in your organisation or service.
With an opening address from Peter Walsh Chief Executive Action against Medical Accidents (AvMA) and Patients for Patient Safety Champion World Health Organization, who looks at the role patients and those close to them have played in patient safety: internationally and nationally; the National Framework for involving patients in patient safety; and patient involvement in Patient Safety from Ward to Board and regaining trust between the NHS and patients.
For the full programme, confirmed speaker line-up and to book visit www.healthcareconferencesuk.co.uk/patient-involvement
Unable to attend the full day? Don’t worry all our virtual conferences are recorded, giving you the flexibility to dip in and out throughout the day and catch up with anything you miss later. Find out more about virtual attendance
Priorities for NICE in Health and Social care
Morning, Monday, 28th February 2022
Westminster Health Forum policy conference: This full-scale conference is easily accessed online for full participation with Senior speaker confirmed from NICE- Dr Ben Goldacre, Lead, Goldacre Review; and Director, The DataLab, Nuffield Department of Primary Care Health Sciences, University of Oxford
- Paul Naish, Head of UK Policy, AstraZeneca
- Luella Trickett, Director, Value and Access, Association of British Healthcare Industries
- David Thomas, Head of Policy for Access and Innovation, Alzheimer’s Research UK
- Professor Matt Westmore, Chief Executive, Health Research Authority
- and
- David Chandler, The Psoriasis and Psoriatic Arthritis Alliance (PAPAA); Professor Carl Heneghan, University of Oxford; and Dr Paul Wilkinson, Royal Victoria Infirmary, Faculty of Pain Management, and Parliamentary Ombudsman
Lord Hunt of Kings Heath, Member, Public Services Select Committee.
Note: Fees apply for most delegates, but concessionary and complimentary places are available.
March
PENNA 2022 open for entries!Safety Management Systems in Healthcare
WEDNESDAY 9th MARCH 2022
VIRTUAL, Online
This one day masterclass will focus on Safety Management Systems (SMS) in Healthcare. We will look at how other sectors and organisations have developed SMS to improve safety. SMS is a systematic and proactive approach to managing safety risks. A formal management system or framework can help you manage health and safety. Use of SMS can be generally interpreted as applying a quality management approach to control safety risks. Put simply, effective safety management systems use risk and quality management methods to achieve their safety goals. All Clinical Staff and Team Leads should attend.
For more information https://www.healthcareconferencesuk.co.uk/conferences-masterclasses/safety-management-systems-in-healthcare or email kerry@hc-uk.org.uk. We are pleased to offer a 20% discount with code hcuk20pen.
NHS Complaints Summit
WEDNESDAY 9th MARCH 2022
VIRTUAL, Online
This National Virtual Summit focuses on the New National NHS Complaint Standards that were published in March 2021 and are due to be introduced across the NHS in 2022. Through national updates, practical case studies including NHS Complaints Standards early adopters sites, and in depth expert sessions the conference aims to improve the effectiveness of complaints handling within your service, and ensure that complaints are welcomed and lead to change and improvements in patient care.
The conference will also reflect on managing complaints regarding Covid-19 – understanding the standards of care by which the NHS should be judged in a pandemic and in particular responding to complaints regarding delayed treatment due to the
pandemic.
For further information and to book your place visit: https://www.healthcareconferencesuk.co.uk/conferences-masterclasses/nhs-complaints-summit or email kate@hc-uk.org.uk. Follow on Twitter @HCUK_Clare #NHSComplaints. We are pleased to offer a 20% discount with code hcuk20pen.Measuring, Understanding and Acting on Patient Experience Insight From Insight to Improvement
THURSDAY 31st MARCH 2022
VIRTUAL, Online
This conference will focus on measuring, understanding and acting on patient experience insight, and demonstrating responsiveness to that insight to ensure Patient Feedback is translated into quality improvement and assurance. This is particularly important during Covid-19 where feedback and engagement is key in identifying opportunities to create the best possible experiences for patients and carers, who are often accessing services during difficult times for themselves and their families.
Through national updates and case study presentations the conference will support you to measure, monitor and improve patient experience in your service, and ensure that insight leads to quality improvement. Sessions will include learning from patients, improving patient experience during and beyond Covid-19, a national update, practical sessions focusing on delivering a patient experience based culture, measuring patient experience, using the NHS Improvement National Patient Experience Improvement Framework, demonstrating insight and responsiveness in real time, monitoring and improving staff experience, the role of human factors in improving quality, using patient experience to drive improvement, changing the way we think about patient experience, and learning from excellence in patient experience practice.
For further information and to book your place visit: https://www.healthcareconferencesuk.co.uk/conferences-masterclasses/patient-experience-insight or email kate@hc-uk.org.uk. Follow on Twitter @HCUK_Clare #NHSComplaints. We are pleased to offer a 20% discount with code hcuk20pen.
Outstanding Staff Engagement to Improve Patient ExperienceWEDNESDAY 18th MAY 2022May
VIRTUAL, Online
This one day masterclass will focus on how an organisation can increase staff engagement and with it improve patient experience. This masterclass focuses on staff experience and improving engagement which is particularly important when staff are under pressure during Covid-19. We will look at how to improve engagement through a healthy, compassionate and inclusive culture.
For further information and to book your place visit
https://www.healthcareconferencesuk.co.uk/conferences-masterclasses/outstanding-staff-engagement or email kerry@hc-uk.org.uk. We are pleased to offer a 20% discount with code hcuk20pen.
Toolkit Using Patient Experience and Leaning from Incidents to Improve Patient SafetyWEDNESDAY 25th MAY 2022
VIRTUAL, Online
This one day masterclass will focus on a toolkit to allow organisations to use patient experience and incident to improve patient safety. The Toolkit uses 3 phases: Planning, Implementation and Review. The Francis Report in 2013 showed that the NHS had stopped listening to the needs of its users. Patient experience is still an underutilised tool in the armoury of a healthcare organisation and commissioners.
We have designed a toolkit, which can use the priorities of the Francis Report to improve patient experience and patient safety. These include Putting Patients First, Openness, Candour, Accountability, Complaints Handling, Culture of Caring and Compassionate Leadership.
For further information and to book your place visit
https://www.healthcareconferencesuk.co.uk/conferences-masterclasses/patient-experience-and-learning-from-incidents-to-improve-safety or email kate@hc-uk.org.uk. We are pleased to offer a 20% discount with code hcuk20pen.In Case You Missed It 2020 CQC Children and Young People’s Patient Experience Survey results
The 2020 CQC Children and Young People’s Patient Experience Survey asked children and young people, and their parents and carers, about their experience in English hospitals between November 2020 and January 2021.
Children and young people (and their parents/carers) were invited to take part if they were aged between 15 days and 15 years (inclusive) and received care in hospital between November 2020 and January 2021, either as a planned or emergency inpatient, or as a day case.2021 CQC Community Mental Health Survey results
The results of CQC’s 2021 Community Mental Health survey were published on 1 December. Results for NHS trusts and for England as a whole are available on the CQC website.Welcome to the Patient Experience Network Newsletter
PENLetter November 2021
Issue 90View this email in your browser Dedicated to celebrating the extraordinary things that people do every day to improve the experience for patients, their family/carers and colleagues.Welcome to this month's PENLetter
Our exclusive newsletter for all of our members where we seek to update you on all of the most up to date, most interesting and most inspiring patient experience news.
The PEN TeamIntroduction
Following a short break, welcome to our newsletter for November. In each edition we put the spotlight on one of the case studies through our awards and in this newsletter we showcase our overall PEN National Award winner for 2021. All case studies are found on our website and for 2021 we are busy uploading the videos from the awards event. They can be found here:
https://patientexperiencenetwork.org/awards/penna-20-21/
In each newsletter we also summarise what has caught our eye in the patient experience world. We also share this and more via twitter @PEN_NEWS – please do follow us if you do not already. In addition we post on Facebook and LinkedIn and have a YouTube channel and podcasts on Spotify – please do help us spread the word!
In #StopthePressure Month we are delighted to be supporting the National Strategic Wound Care Programme (NWCSP). This includes all wounds including lower limb wounds and pressure ulcers. We are running a programme to support patients/carers who wish to have their voice heard as experts and advocates who have experience of wounds. We will also be co-creating some solutions focussing on lower limbs wounds and compression, wound photography by the patient/carer and pressure ulcers (other areas may follow!). If you have experience in this area and would like to be involved please get in touch: helen@patientexperiencenetwork.org. We’d love to hear from you and make a difference for this crucial area.
Communication is at the heart of experience. Why not explore your communication style by using this tool. By completing the Service Animals™ survey and interacting with the video you will understand more about your own style and that of others and how to better build rapport and relationships!
And of course if you have any news you’d like to share – please let us know!
All the best,
Ruth and the Team at PENThis Month's Case Study
Calderdale and Huddersfield NHS Foundation Trust
Bereavement Support Service
Overall PENNA 2021 Winner
Winner – Personalisation of Care
Contact: Gillian Sykes - gc.sykes@hotmail.co.uk
Organisation
Calderdale and Huddersfield NHS Foundation Trust employ more than 6,000 staff who deliver compassionate care from our two main hospitals, Calderdale Royal Hospital and Huddersfield Royal Infirmary, as well as in community sites, health centres and in patients’ homes.
We provide a range of services including urgent and emergency care; medical; surgical; maternity; gynaecology; critical care; children’s and young people’s services; end of life care and outpatient and diagnostic imaging services. We provide community health services, including sexual health services in Calderdale from Calderdale Royal and local health centres. In 2019/20 we cared for more than 119,000 men, women and children as inpatients (stayed at least one night) or day cases.
There were also more than 445,000 outpatient attendances; 154,000 accident and emergency attendances and 5000 babies delivered. There were some 261,000 adult services contacts by our community teams as well as 217,000 contacts with our therapy services.
General Summary
The Bereavement Support Service is a unique collaborative initiative with bereaved relatives at its heart. The service has 2 elements:- A bereavement box is sent to families of deceased patients – it contains marigold seeds, a handwritten card, bereavement support numbers and a knitted heart. Relatives are made aware that a knitted heart is placed with the deceased patient.
- Calls to relatives – take place 5-10 days after the death.
The service has clear operational goals, is delivered through a committed workforce and the Trust is fully supportive. The initial aim of the service was to provide support for bereaved relatives. It has also enabled the Trust to respond quickly to feedback provided, sharing positive messages, and addressing learning opportunities.
Read more here:News from our Members
For friends and colleagues who have learning disabilities!
Eve and Philip are running 2 focus groups so that they can better understand the experiences of people with learning disabilities who have had or who are living with Long Covid and what we need to do to support people.
They are also speaking to people one to one. If there are people with learning disabilities and or family carers you know who have Long Covid, who took a while to get better from Covid or who are supporting someone with Long Covid and who would be happy to speak to them please read the flyer and contact philipabragman@gmail.com
Together we can learn what’s happening and what we can do to make things better for people with learning disabilities who are living with Long Covid.
Join the Scale, Spread and Embed Project: using Friends and Family Test data in real-time to improve patient experience
Across the NHS valuable patient experience data collected from free-text Friends and Family Test (FFT) has been under-utilised due to lack of human resource and no systematic way of extracting useful insights. To address this issue, a Health Foundation funded programme of work is aiming to scale up and spread the use of ‘natural language processing’ technology, in combination with quality improvement methodology, to transform patient feedback from the NHS FFT into usable insights in real-time. This project is led by Imperial College London and Imperial College Healthcare NHS Trust and Advancing Quality Alliance (Aqua) as the evaluation partner.
The project team are currently working with Lancashire Teaching Hospitals, Northern Care Alliance, Oxleas, and Oxford University Hospitals NHS Trusts to refine the approach, and now recruiting for a further 12 NHS trusts to join by April 2022 to scale up the intervention. For more information, please visit our website or email: Imperial.FeedbackFirst@nhs.net
No Visible Scar by Richard Littledale
Written by the author of Postcards from the Land of Grief, which was a response to the loss of his beloved wife, No Visible Scar is Richard’s pastoral response to the need he has seen within his sphere of ministry. He wrote it now, as the country starts to talk about returning to normal, as he recognised that this very fact can be so painful to the bereaved. He says: ‘The definition of normal tends to be “what we used to know”. For anyone who has been bereaved, that situation cannot and will not come again. The drive towards a normality (where the person you have lost is absent) can feel like a drive away from a person whom you continue to love.’
Richard covers issues such as not being able to be with someone as they died, not being able to physical hold them, or say good bye at a funeral, and also the less obvious wounds of the loss of your one person in a sea of statistics, life behind the mask and ‘digital ghosts’.
This little booklet has been priced as low as possible to enable as many as possible to benefit from it, and so it is also available in packs of 25 and 50 as well. Richard says: ‘The multipacks are intended for use by chaplains, funeral directors, churches, local authorities and others. The numbers of people affected by loss during the pandemic are so high that the need is great. I am hoping that many of these organisations will buy the bulk packs and then give them away to those in need.’
Richard hopes this book will help people ‘feel that someone understands their pain, and that they will find both comfort and advice within its pages.’
No Visible Scar is a gentle and comforting guide to help people understand their feelings after losing someone in this specific lockdown period and help them deal with their grief in a way that is right for them.
RICHARD LITTLEDALE is an author, preacher, pastor, BBC broadcaster and, above all, a highly skilled communicator, innovator and expert storyteller. Richard contributes to religious programming on BBC Radio 4 and is a regular guest on BBC Berkshire.
No Visible Scar by Richard Littledale is published by Authentic Media on April 23rd. ISBN 9781788932288, £1.99 (Packs also available)
Note to editors and writers: To request a review copy or an interview with Richard Littledale contact us at the details below.
Cover image here and more info here
Authentic Media, PO Box 6326, Bletchley, Milton Keynes, MK1 9GG
Tel: +44 (0)1908 268500
Email: marketing@authenticmedia.co.uk
Setting the gold standard for experiences of healthcare for babies, children and young people
NICE has recently published ‘Babies, Children and Young People’s Experience of Healthcare’ Guideline (NG204). This is the first patient experience guideline for this age group setting out what contributes to good experiences of healthcare.
Baby, Child and Young Person patient experience is directly correlated to health outcomes and other quality measures. For example, poor healthcare experiences increase likelihood of unmet healthcare need among CYP, which could mean worse health outcomes in adult life. Positive experiences of healthcare also plays an important part in health equality, ensuring that every contact counts to build up trust.
This guideline covers babies, children and young people (aged up to 18 years) accessing NHS physical or mental health services, or local authority-commissioned healthcare services, in any setting where this care is provided. The recommendations will help ensure that children and young people are informed about their health so that they are empowered to take an active role in their healthcare. This will involve providing younger patients with clear and accurate information, tailored to an individual patient’s level of maturity and understanding, and including them in shared decision making over their care if they wish to be. Children and young people have a right to express their views on decisions affecting them.
This guideline has been developed with input from children and young people. The guideline committee included four young people with experience of receiving healthcare as children or young people. One of these lay members, Aishah Farooq, commented:
‘Through the publishing of this guideline, I hope that healthcare professionals can actively implement the recommendations and use them throughout their practice, whether that be in primary or secondary care. It’s important for everyone to recognise that babies, children and young people have a choice and a voice which is emphasised through this guideline.’
Dougal Hargreaves, Consultant Paediatrician and Guideline Topic Advisor commented ‘For too long, experiences of care for this age group haven’t been given the focus that it needs. Providing positive experiences of care for babies, children and young people will have a lifelong impact, in helping health outcomes, adherence to treatment and building trust. This guideline makes recommendations for key components of good experiences, including communication, information and advocacy and support. We now need healthcare providers to embed these recommendations into their services.’
NICE has published a child and young person's visual summary to accompany the guideline.
The guideline referred to here was produced by National Guideline Alliance for the National Institute for Health and Care Excellence (NICE). The views expressed here are those of the authors and not necessarily those of NICE.
National Institute for Health and Care Excellence 2021 ‘Babies, Children and Young People’s Experience of Healthcare’. Available from https://www.nice.org.uk/guidance/ng204July 2021
Welcome to the Patient Experience Network Newsletter
PENLetter July 2021
Issue 89View this email in your browser Dedicated to celebrating the extraordinary things that people do every day to improve the experience for patients, their family/carers and colleagues.Welcome to this month's PENLetter
Our exclusive newsletter for all of our members where we seek to update you on all of the most up to date, most interesting and most inspiring patient experience news.
The PEN TeamHello and welcome to the July/August edition of our newsletter!
In this edition we announce ALL the finalists for PENNA2021 – the full list can also be found here: https://patientexperiencenetwork.org/awards/. What an amazing year – and congratulations to everyone who entered this year – shortlisted or not you are doing amazing work and making a difference where it matters.
We will be announcing the winners over the week commencing 13th September. The schedule can be found here: https://patientexperiencenetwork.org/awards/enter-awards/ If you would like to join us over the week please let us know on awards@patientexperiencenetwork.org
In this edition we also feature a case study from ICU: ICU patients and relatives, are they really listened to? Providing opportunities for ICU patients in an Acute Trust to engage with the multi-disciplinary team to ensure they are truly heard and translating this into meaningful action from University Hospitals of Leicester NHS Trust. This is one of several case studies covering ICU – if you’d like to find more please go to our website and use key words to find what you are looking for. We have videos, podcasts and pdfs - hopefully you will find a media that works for you!
We also share articles looking at equality (or lack of) in the experience, how tech can improve the experience through distraction and the changing role of pharma.
Communication is so essential when providing a service to your patients and to each other, and therefore we are delighted to announce our new product- Service Animals™ Designed to help you first understand your own natural communication style in more detail, and then read and adapt better to the style of others - this is what helps us to improve our communication by building rapport and relationships. To find our more click here
Finally as we prepare for PENNA2022 – we have a big question for you…. Should we stay virtual or revert to face to face? We’d love to know your views – please let us know by contacting us on awards@patientexperiencenetwork.org – with VIRTUAL or F2F in the title. THANK YOU!
And of course if you have any news you’d like to share – please let us know!
All the best,
Ruth and the Team at PENThis Month's Case Study
University Hospitals of Leicester NHS Trust
ICU patients and relatives are they really listened to? Providing opportunities for ICU patients
in an Acute Trust to engage with the multi-disciplinary team to ensure they are truly heard
and translating this into meaningful action
Winner – Engaging and Championing the Public
Contact: Jo - patientfeedbackmailbox@uhl-tr.nhs.uk
Organisation
University Hospitals of Leicester (UHL) was formed in 2000 and provides acute hospital care across three main sites, the Leicester Royal Infirmary, the Leicester General Hospital and the Glenfield Hospital. Community based healthcare is also delivered to the one million residents across Leicester, Leicestershire and Rutland.
The Trust has a very strong research portfolio and is at the forefront of many research programmes and new procedures, such as keyhole heart valve surgery. UHL has an international reputation for the high quality specialist care given by over 15,000 staff, especially in cancer, renal and cardiac services, which serve a further 2-3 million people across the rest of the country.
General Summary
Inviting patients and their families who have had an ICU stay to attend a meeting 6-12 months after their discharge has provided multi-disciplinary teams within the units an opportunity to create an informal safe space for feedback and to ensure that patients are truly listened to.
The ICU Patient User Days provide a collaborative and open forum for listening and learning. To ensure that we are turning listening into action we are supported on these days by 2 of our Patient Partners who lead the event. As the User Days increased in number and we received more feedback and ideas from our patients we expanded invites to representatives outside of our own CMG to enable us to improve as much of the whole patient journey as was possible.
This dedicated engagement has resulted in a host of improvements for patients including the introduction of patient diaries, memorial afternoons, improved information and reducing anxiety about ICU admission and discharge to step down areas. For example; a valuable initiative was to develop a video for patients and their loved ones to view if they so wished about what to expect and familiarise themselves with the type of environment.
Read more here:PENNA UpdateCongratulations to everyone who took part this year – you set our judges a difficult challenge! We have included below the list of finalists for PENNA2021:
Manager and Professional of the Year
Commissioning for Patient Experience
· NHS Cambridgeshire and Peterborough Clinical Commissioning Group – The Raham Project
· PPL – How Do You Open a Hospital in a Month?
Communicating Effectively with Patients and Families
· Calderdale and Huddersfield NHS Foundation Trust – Bereavement Support Service
· East Suffolk and North Essex NHS Foundation Trust – A Cancer Helpline during COVID-19 and beyond
· Milton Keynes University Hospital NHS Foundation Trust – Keeping Patients Connected in a Pandemic
· Northampton General Hospital – Keeping Connections during the Pandemic
· Nottingham University Hospitals NHS Trust – ‘Good to be heard’ A collaborative approach to improve patient written information and support following limb reconstruction
· Nutricia – Helping to make information accessible to all
· University College London Hospital – MyCare UCLH – Our Patient Portal
· University Hospitals Bristol and Weston NHS Foundation Trust – Virtual Youth Involvement Group. Communicating Effectively and Providing Opportunities for Young People
CPES Award (In partnership with Macmillan and NHS England and Improvement)
· Barking, Havering and Redbridge University Hospitals NHS Trust – EMPOWER
· Hull University Teaching Hospitals NHS Trust – To ascertain the views and experiences of patients aged between 16-24 years of age diagnosed with a cancer.
· Kings College Hospital NHS Trust – Kings Macmillan Improving Cancer Patient Experience Programme
· Kingston Hospital NHS Trust – Transforming the Experience of Haematology Patients
· Leeds Teaching Hospitals Trust – Patient Experience Real Time Feedback
· Northampton General Hospital NHS Trust – Improving the Experience of Men Living with Prostate Cancer
· University College Hospital Macmillan Support and Information Service – Chemotherapy Education for Newly Diagnosed Patients
Engaging and Championing the Public
· Cambridge University Hospitals NHS Trust – Cancer Patient Partnership Group
· Lincolnshire Macmillan Cancer Co-production Group – Every-One Co-Producing Together
· University Hospitals of Northamptonshire – Patient Engagement Model
· Nottingham University Hospitals NHS Trust – Gender Diverse Inclusion
· PPL – What We Need Now: What Matters to People for Health and Care, during COVID-19 and beyond; New National Voices I Statements 2020
· Welsh Ambulance Services NHS Trust – Continuous Engagement & Communication Through a Pandemic
Environment of Care
· Oxford Health NHS Foundation Trust – Creating with Care
· Tameside and Glossop Integrated Care NHS Foundation Trust – A collaborative approach to developing Portering Standards for Person Centred Care
· The Clatterbridge Cancer Centre – Clatterbridge Cancer Centre – Liverpool
Fiona Littledale Award (In partnership with The Fiona Fund)
· Chesterfield Royal Hospital – Development of a Cancer Information and Support Centre App
· Chesterfield Royal Hospital – Bereavement Support
· Nottingham University Hospitals NHS Trust – Beads of Courage
· Royal Cornwall Hospital Trust – qFIT
· University Hospitals of Leicester – Setting up a Neuroendocrine patient service
Innovative Use of Technology, Social and Digital Media
· Ascenti – Providing effective online care during the COVID-19 pandemic
· Calderdale and Huddersfield NHS Foundation Trust – Coproduced Innovations Improving Patient Experience
· East Lancashire Hospitals NHS Trust – ‘Da Vinci Robot ‘
· Little Journey Limited – Little Journey: A children’s healthcare procedure preparation and support tool
· Serco Justice & Immigration – Modernising medication management in a prison setting
· Technical Health Ltd – MySunrise
· Vita Health Group – Developing an innovative digital chatbot to elevate the patient experience within primary care psychological therapy
Integration and Continuity of Care
· Cheshire East Integrated Care Partnership – Child Health Hubs
· National Clinical Homecare Association – On the Front Line – Behind extraordinary achievement you’ll always discover extraordinary collaboration
· Nottingham University Hospitals NHS Trust – Stay at Home and Stay safe – we will get your medicines to you…..
· Shrewsbury and Telford Hospitals NHS Trust – Providing support and resources for people affected by cancer
· Surrey Heartlands Health and Care Partnership – If we change the beginning of the story, we change the whole story: Using Citizen and Workforce Insight to create and implement a Strategy for children and families
Measuring, Reporting & Acting (Incorporating Turning it Around)
· Breast Cancer Now – Service Pledge
· Leeds Teaching Hospitals Trust – Patient Experience Real Time Feedback
· Nottingham University Hospitals NHS Trust – Experience of Care Shared Learning Workshops
· Nottingham University Hospitals NHS Trust – Investigating and Responding to Complaints with Compassion
· Nutricia – Working together to implement an environmentally sustainable solution
· Serious Hazards of Transfusion (SHOT)- The Independent UK Haemovigilance Scheme
· University Hospitals of Leicester NHS Trust – Engaging with family members and carers during COVID-19 pandemic
Partnership Working to Improve the Experience
· National Clinical Homecare Association – On the Front Line; Behind extraordinary achievement you’ll always discover extraordinary collaboration
· Nutricia – Working together to initiate change to improve patient’s experience
· Serco Justice & Immigration – Modernising medication management in a prison setting
· Tameside and Glossop Integrated Care NHS Foundation Trust – Volunteering partnership approach to enhance patient experience
· The Clatterbridge Cancer Centre – Clatterbridge Cancer Centre Liverpool – Inpatient Refreshment Service
· University Hospitals of Leicester NHS Trust – Hepatitis C Micro-Elimination in HMP Stocken
· Vita Health Group – Working in Partnership to develop an innovative digital chatbot to elevate the patient experience within primary care psychological therapy
Personalisation of Care
· Calderdale and Huddersfield NHS Foundation Trust – Bereavement Support Service
· Nottingham University Hospitals NHS Trust – Beads of Courage
· Nottingham University Hospitals NHS Trust – “Group Physio” and “Dinner & Dance” for enhanced recovery after hip fracture surgery
· Royal Cornwall Hospital NHS Trust – Patient diaries, following patients journeys’ through Critical Care
· Shrewsbury and Telford Hospitals NHS Trust – Providing support and resources for people affected by cancer
· Tameside and Glossop Integrated Care NHS Foundation Trust – Implementation of Volunteer Led Patient Property Centre
· University Hospitals of Leicester NHS Trust – Implementing an Admiral Nurse Service in an Acute Hospital setting to improve experience for people living with dementia and their family and carers
Patient Experience Team of the Year
· Calderdale and Huddersfield Foundation Trust – Co-production “What matters most to you, diagnosis through to end of life.”
· Cardiff and Vale Patient Experience Department – Listening, Learning and Improving in Real Time
· Fresenius Kabi – Development of a Specialist National Clinical Account Team and the Impact this had on Contingency Management
· Gloucestershire Hospitals NHS Foundation Trust – Patient Support Service – our Covid Response
· Hope Network – Hope in a pandemic; The work of the Hope Network
· Locala Health and Wellbeing – Locala’s Engagement Team
Staff Engagement and Improving the Staff Experience
· Calderdale and Huddersfield NHS Foundation Trust – Bereavement Support Service
· East Lancashire Hospitals NHS Trust – Staff Oasis; Listening Lounges and conversations with Jasper
· Liverpool University Hospitals NHS Foundation Trust – An integrated programme for staff support and wellbeing during Covid-19 and beyond
· Locala Health & Wellbeing – Engagement Champion Programme
· Tameside and Glossop Integrated Care NHS Foundation Trust – Shifting the relationship between the public and service providers by having person centred conversations
· West Suffolk NHS Foundation Trust – The Clinical Helpline; Using digital healthcare records to communicate effectively with relatives / carers to enhance patient experience and safety in hospital.
Strengthening the Foundation
· Cambridge University Hospitals NHS Trust – Cancer Patient Partnership Group
· Leicestershire Partnership NHS Trust – Recovery and Collaborative Care Planning Cafés
· Locala Health & Wellbeing – Engagement Champion Programme
· Nottingham University Hospitals NHS Trust – DNACPR Quality Improvement Project
· Tameside and Glossop Integrated Care NHS Foundation Trust – Shifting the relationship between the public and service providers by having person centred conversations
· University Hospitals of Leicester NHS Trust – Improving Falls Safety for Patients – Enhanced Falls Reduction
Support for Caregivers, Friends and Family
· Cardiff and Vale University Health Board – Bereavement Support Service
· Leicestershire Partnership NHS Trust – LPT Mental Health and Wellbeing Workbook
· Manchester University Hospitals NHS Foundation Trust – MFT’s Virtual Visiting Service
· University Hospitals Bristol and Weston NHS Foundation Trust – Christmas isn’t cancelled – Supporting patients and families with virtual Christmas activities and entertainment
· University Hospitals Dorset NHS Foundation Trust – Shifting the focus of a hospital based carer support service and gaining new insights into making a difference to carers
· West Suffolk NHS Foundation Trust – The Clinical Helpline – Using digital healthcare records to communicate effectively with relatives / carers to enhance patient experience and safety in hospital.
Using Insight for Improvement
(In partnership with NHS England and Improvement)
– Using Insight to Improve NHS Funded Services
· Calderdale and Huddersfield NHS Foundation Trust – Coproduced Innovations Improving Patient Experience
· Nottingham University Hospitals NHS Trust – Improving Inpatient Stays; Patient Movement
· Nottingham University Hospitals NHS Trust – Experience of Care Shared Learning Workshops
– Using Insight to Improve Inequality of Care or Access to Services
· Little Journey Limited – Little Journey: a children’s healthcare procedure preparation and support tool
· Nottingham University Hospitals NHS Trust – Gender Diverse Inclusion
· Serco Justice & Immigration – Modernising medication management in a prison setting
– Using Insight to Improve Care Across Integrated Care Systems
· University Hospitals of Northamptonshire – Patient Engagement Model
· Surrey Heartlands Health and Care Partnership – If we change the beginning of the story, we change the whole story: Using Citizen and Workforce Insight to create and implement a Strategy for children and families
· University Hospitals of Leicester NHS Trust – Continence In Reach Service
– Innovation in Insight
· Manchester University Hospitals NHS Foundation Trust – Implementing Always Events during Covid-19 on a Children’s Oncology Ward
· PEP Health – What Patients Think: Identifying trends and variation in patient experience across hospitals in England using online patient feedback
· Vita Health Group – Developing an innovative digital chatbot to elevate the patient experience within primary care psychological therapy
Advocate and Transformer of Tomorrow
· Saleh Alessy – Variation in Patient’s Experiences of Cancer Care Associated with their Subsequent Survival – King’s College London
Megan Wilde and Meg Harvey – Liverpool John Moores University
Grow Your Own – Cohort 1 (Hollie Davies, Milin Dinu, Laura Gildea, Lucy Gore, Rachel Hoaereu, Derren Kelly, Neamh Kelly, Mary McNeil) – Liverpool John Moores University
Michael Curtis – Dementia Friendly Village Project – Tees Esk and Wear Valley NHS Foundation Trust
Kelly Burton – University of Salford- Paul Jebb – Reaching out and listening to improve service user and carer experience – Lancashire and South Cumbria NHS FT
- Catherine Shakespeare – Nutricia
- Karen Green – Pathway to Excellence-The use of the GULP Risk Assessment Tool in reducing inpatient harms – University Hospitals of Leicester NHS FT
Join us to here their presentations and find our who the winners are on the week commencing 13th September. The schedule is on our website and can also be seen here:
Dates for PENNA2022 will be announced SOON!PEN NewsTo 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. Here is a selection of some of this month's tweets. Ruth Evans MBE at PEN
@PEN_NEWS
July 21st
This is #pxpodcast Ep 41 on #pxradio: @HywelDdaHB - Home Healthcare - Home Support Team: https://open.spotify.com/episode/32f7kwRQ1Xt0xy6eqsJZeV… Interview with @janicew99. To watch the video presentation please visit: https://lnkd.in/gKDFntD @PEN_NEWS #PEN10 #PENNA2019 @janicew99Patient Experience Network National Awards 20-21 Shortlisted Finalists Announced! - https://mailchi.mp/patientexperiencenetwork/patient-experience-network-national-awards-20-1713416…Ruth Evans MBE at PEN
@PEN_NEWS
July 9th This is #pxpodcast Ep 40 on #pxradio: @BlackpoolHosp - Patient Cancer Care Improvement (PCCI) https://open.spotify.com/episode/2iA6z5uLb7yNqByprIVSnm… with David Baxter. This project was a finalist in the “CPES Award” category as part of PENNA 2019. #PENNA2019 @MacMillanGeneral Patient Experience NewsTechnicalPharmaEvents Dates for Your Diary NHS Complaints Summit: Implementing the 2021 NHS Complaint Standards
WEDNESDAY 18 AUG 2021
VIRTUAL, Online Conference
This National Virtual Summit focuses on implementing the New National NHS Complaint Standards that were published in March 2021 . 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 are welcomed and lead to change and improvements in patient care.
Follow the conference on Twitter #NHSComplaints
PENNA Dates
Monday 13th – Friday 17th September 2021 – Awards Conference and category winners announcements on-line
Friday 17th September 2021 – Awards Ceremony and overall announcements
All details can be found on our website: https://patientexperiencenetwork.org/awards/enter-awards/
If you would like to speak to one of the team they can be reached on:
03333 447060 or awards@patientexperiencenetwork.org
CARING: How to achieve CQC outstanding using Key Lines of Enquiry and CQC Ratings
CQC Outstanding Masterclass Series: Caring | Effective | Responsive | Safe | Well Led
TUESDAY 14 SEP OR TUESDAY 19 OCT 2021
EFFECTIVE: How to achieve CQC outstanding using Key Lines of Enquiry and CQC Ratings,
TUESDAY 28 SEP OR WEDNESDAY 3 NOV 2021
RESPONSIVE: How to achieve CQC outstanding using Key Lines of Enquiry and CQC Ratings
TUESDAY 12 OCT OR TUESDAY 16 NOV 2021
SAFE: How to achieve CQC outstanding using Key Lines of Enquiry and CQC Ratings
WEDNESDAY 20 OCT OR TUESDAY 30 NOV 2021
WELL LED: How to achieve CQC outstanding using Key Lines of Enquiry and CQC Ratings
THURSDAY 4 NOV OR TUESDAY 14 DEC 2021
VIRTUAL, Online
Are you on the road to a CQC Outstanding rating? Are you demonstrating high quality care in all areas?
We have developed a series of one day virtual masterclasses to help you achieve outstanding CQC ratings.
Each masterclass focuses on how to use the CQC framework in each of the five areas: Caring, Effective, Responsive, Safe and Well Led, to assess how your service is performing against Key Lines of Enquiry (KLoE) and CQC ratings. Each masterclass can be attended individually or you can book all five and save a third of the cost.
Masterclass facilitator: Perbinder Grewal is a General & Vascular Surgeon. He is a human factors and patient safety trainer. He leads on medical education both locally and nationally. He is a Member of the Faculty of Surgical Trainers at the Royal College of Surgeons of Edinburgh. He has a passion for training and medical education. He is a Module Tutor for the ChM in Vascular Surgery for the University of Edinburgh and Tutor for the ChM in General Surgery for the past 5 years. He has Postgraduate Certificates in Leadership and Coaching.
For further information and to book your place visit
https://www.healthcareconferencesuk.co.uk/conferences-masterclasses/subjects/cqc-outstanding-series or email kerry@hc-uk.org.ukWe are pleased to offer a 20% discount with code hcuk20pen to all PEN members
Management Reporting & Practical Use of Data in Outpatients
TUESDAY 5 OCTOBER 2021
VIRTUAL, Online
Facilitated by Dr Kate Silvester, this is the second in a series of five half day virtual workshops, designed to introduce delegates to the skills for improving flow through Outpatient clinics and services. Delegates will leave with a combination of theory, practical exercises and examples so that they can ‘give it a go’ in their own service. All Outpatient service managers and information analytics staff should attend.
This second masterclass concentrates on the data trap. How can we be certain that the data we have about our Outpatient demand, activity waiting lists and waiting times are correct and that our service management reports truly reflect this? How do we prevent patients ‘being lost’ or ‘suddenly appearing’, requiring clinics to be overbooked at short notice?For further information and to book your place visit:
https://www.healthcareconferencesuk.co.uk/conferences-masterclasses/outpatients-reporting-data or email kate@hc-uk.org.uk
We are pleased to offer a 20% discount with code hcuk20pen to all PEN members
Implementing the Duty of Candour with Empathy
WEDNESDAY 6th OCTOBER 2021
VIRTUAL, Online
This masterclass will cover the new guidance and provide participants with an in-depth knowledge of what needs to be done to comply with the duty of candour; clarify ‘grey areas’ and provide advice on dealing with difficult situations which may arise. It will provide participants with an understanding of good practice in implementing the duty and, in particular doing so in a meaningful way with empathy, to not only comply, but to work with patients and loved ones in a way that puts the emotional experience at the heart of communication.
Anyone with responsibility for implementing the duty of candour should attend, whether as a health or social care professional or at an organisational level, be it in the NHS, private healthcare or social care. Health and social care professionals; staff with responsibility for quality, safety, clinical governance, safety investigations, complaints or CQC compliance, patient experience and executive teams would benefit from attending.
For further information and to book your place visit
https://www.healthcareconferencesuk.co.uk/conferences-masterclasses/duty-of-candour or email kerry@hc-uk.org.ukWe are pleased to offer a 20% discount with code hcuk20pen to all PEN members
Insight Virtual Roadshow
As in previous year’s we are delighted to be working alongside the NHS England and Improvement Insight Team to bring you a series of workshops to showcase some of the best practice, hear latest insight news and discuss your priorities. Dates this year are confirmed to be:
12th October 9:30 - 12:30
14th October 13:30-16:30
18th October 13:30-16:30
20th October 9:30 - 12:30
These sessions will be held on-line and are free to attend. Please make a note of these dates and share with your wider communities. If you would like to reserve your place please contact events@patientexperiencenetwork.org
Complaints Resolution & Mediation
WEDNESDAY 17 NOV 2021,
VIRTUAL, Online Masterclass
This course is suitable for anybody who deals with complaints as part of their job role, or anybody who may have to handle a complaint. This includes dedicated complaints teams & customer support teams and managers.
A highly interactive and effective workshop to improve confidence and consistency in handling complaints. A simple model to facilitate effective responses will be shared and delegates will have the opportunity to practise the use of our unique AERO approach.
For further information and to book your place visit
https://www.healthcareconferencesuk.co.uk/conferences-masterclasses/complaints-resolution-and-mediation or email kerry@hc-uk.org.ukWe are pleased to offer a 20% discount with code hcuk20pen to all PEN members.
Measuring, Understanding and Acting on Patient Experience Insight From Insight to Improvement
THURSDAY 25th NOVEMBER 2021
VIRTUAL, Online
This conference will focus on measuring, understanding and acting on patient experience insight, and demonstrating responsiveness to that insight to ensure Patient Feedback is translated into quality improvement and assurance. Through national updates and case study presentations the conference will support you to measure, monitor and improve patient experience in your service, and ensure that insight leads to quality improvement.
Sessions will include learning from patients, improving patient experience during and beyond Covid-19, a national update, practical sessions focusing on delivering a patient experience based culture, measuring patient experience, using the NHS Improvement National Patient Experience Improvement Framework, demonstrating insight and responsiveness in real time, monitoring and improving staff experience, the role of human factors in improving quality, using patient experience to drive improvement, changing the way we think about patient experience, and learning from excellence in patient experience practice.
For further information and to book your place visit https://www.healthcareconferencesuk.co.uk/conferences-masterclasses/patient-experience-insight or email hannah@hc-uk.org.uk
We are pleased to offer a 20% discount with code hcuk20pen to all PEN membersA View From a Youth Ambassador Henry's Blog
Once again, we are delighted to share the thoughts of Henry, a young student who wishes
to study Medicine.
We started off our July meeting very short on numbers due to the summer holidays beginning, but
gradually people arrived and we had a good quorum. We then began proceedings with an update on
the Gloucestershire COVID-19 situation, where we were told that there were currently 20
hospitalised cases with only 3 being in critical care, all patients who had only had one vaccine dose
or none. We agreed this was positive and as a group we would endeavour to promote vaccination as
much as possible, especially to the younger generation.
After the quick update on the COVID-19 situation throughout the county, we moved to the meeting's
main event, which was a talk on the county’s plan in regards to sustainability and future plans to
counteract climate change. We talked on the links between climate change and the recent
heatwaves causing heatstroke and a rise in hospital admittances. In addition to this the effects of
flooding on mental health was mentioned with particular reference to Tewksbury in 2007.
We then looked at the Trust’s map of contribution to greenhouse gas emissions and how these were being
manged through decarbonisation as well as the benefits of virtual outpatient meetings online which
have limited journeys into the hospitals, and as a geography student I was very interested in these.
We were then made aware of the Trust’s goal of being carbon neutral by 2040, a goal which at the
current time seems very far away – but plans are in place and it’s a great goal to have. Lastly, we
moved talk to the current matron of the children’s centre in Gloucester hospital who was there to
listen to our feedback on the progress of the rebranding of the children’s centre as well as the
potential renaming.In Case You Missed It June 2021
Welcome to this month's PENLetter
Our exclusive newsletter for all of our members where we seek to update you on all of the most up to date, most interesting and most inspiring patient experience news.
The PEN TeamHello and welcome to the June edition of our newsletter!
As we hand over to our judges who are reviewing the PENNA submissions we would like to thank everyone who made the time to put forward your good practice – it’s been a bumper year. We will be issuing the short list soon.
Please go the PENNA section to find out more about next steps and how to join our best practice conference.
In this edition there are a couple of running themes. Equality and Diversity – how do we build this up from the ground roots – in clinical trials and in primary care provision; Technology – ever present but not yet fully embraced with ideas to accelerate to improve the experience in healthcare; Specialty-led articles with useful experience insights (radiology, dentistry, clinical trials) that can cut across boundaries and should be read by all!
We have also included our regular feature – our monthly case study all about a Partnership approach with Northumberland Syrian Families this month. If you have not yet found them we have a wonderful series of short #pxpodcasts where we feature best practice in just 10 minutes. If you are looking for inspiration, motivation or just a good listen – then these may be perfect for you: https://patientexperiencenetwork.org/resources/patient-experience-radio/
Moving forward we plan to check in with our members – to find out what is on your mind and how we can support you better. This will be a short telephone interview and if you would like to be involved please just let us know. We are here for our Patient Experience community and want to ensure we are focussing on the right things!
As always if you have news to share, please just let us know!
All the best,
Ruth and the Team at PENThis Month's Case Study
Northumbria Healthcare NHS Foundation Trust
Working Together & Learning Together – a Partnership approach with
Northumberland Syrian Families
Winner – Strengthening the Foundation
Contact: Emma Bell - Emma.Bell@northumbria-healthcare.nhs.uk
Organisation
With a budget of £640 million, Northumbria Healthcare NHS Foundation Trust provides a wide range of health and care services to support more than 500,000 people living in Northumberland and North Tyneside.
We’re an integrated organisation, providing acute and community care, as well as adult social care on behalf of Northumberland County Council. Our ambition to enhance staff and patient experience together, as part of an integrated approach, has the potential to reach a great number of people: we provided care to more than two million people in 2019.
We are also one of the North East’s largest employers with 9500 dedicated members of staff. Northumbria has been rated as Outstanding twice by the CQC in the last 5 years.
General Summary
The resettlement of families that have fled violence and terror is a life that is unimaginable to most. Leaving such violence to settle in a new country after witnessing such atrocities should in theory, be a positive experience, however, being placed in a community that has little cultural understanding of that journey and no shared language, it can be fraught with anxiety and trepidation.
This programme grasped the nettle by the root and sought to understand what truly mattered to the Syrian refugees. It worked side-by side with the families to help understand what would bring more joy to their lives and to support them in having a community where they felt safe and could thrive again.
Community Culture Northumberland – a Role Models programme for BAME communities reached out a friendly hand to those struggling, and shared the privilege of watching families learn and grow.
We started with scared and vulnerable families, but through trust, community spirit and love, we are no longer separate communities, but rather one big extended family with 15 proud Syrian role models leading the way for their family and friends.
Read more here:PENNA UpdateSo, PENNA20-21 is now closed for entries – BUT NOW THE EXCITEMENT BEGINS as our judges take over! We are due to announce the shortlist next week on 9th July – so keep an eye out for this!
Then, why not join us to hear about what people have been up to in the patient experience space. We can see already from the submissions that you will be in for a treat!
In it's 11th year, we are delighted to bring you our second ever virtual Best Practice Conference and Awards Ceremony from the 13th - 17th September 2021. We give ALL shortlisted finalists an opportunity to present their project to their peers throughout a series of Best Practice sharing sessions across an entire week.
We will be issuing the schedule w/c 12th July so please take a look at our website and book your place to join us.
Key dates are as follows:
Shortlisted Finalists Announced: 9th July 2021
Best Practice Sharing Conference and Category Winners: 13th – 16th September 2021
Overall Winner Awards Ceremony: 17th September 2021PEN NewsTo 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. Here is a selection of some of this month's tweets. Ruth Evans MBE at PEN
@PEN_NEWS
June 30th
This #pxpodcast looks at transforming the #patexp for those who have a cardiac arrest providing key life saving skills: Ep 37: Nottingham University Hospitals NHS Trust - CPR Teachathon https://open.spotify.com/episode/4gS6OrhM3WcXyuFScA6avz… with Emma Ryan
@TeamNUH #PENNA2019 #CPR #teachathon @nottmhospitalsRuth Evans MBE at PEN
@PEN_NEWS
June 23rd
Welcome to Ep 36 of our #pxpodcast on #pxradio
@ASPHFT - Patient Experience Team https://open.spotify.com/episode/47P5PkTUTDPc0ldfEiQwTR… with Jacqui Rees on behalf of @helencollins291
This project was a finalist in the “Team of the Year” category as part of #PENNA2019. @PEN_NEWS #PEN10 @suzRankin #teamworkRuth Evans MBE at PEN
@PEN_NEWS
June 15thWe want to say a huge “Thank You” for all your words of support and encouragement for the #PENNA21 this year. It seems that they are perhaps, even more important to you than usual, as a beacon of positivity in this challenging world. To apply: https://patientexperiencenetwork.org/awards/enter-awards/…General Patient Experience NewsPatient Experience and Clinical Trials NewsPatient Experience and Diagnostics NewsPatient Experience and Dentistry NewsTechnology Events Dates for Your Diary
PENNA Dates
Friday 9th July 2021 – Shortlist announced
Monday 13th – Friday 17th September 2021 – Awards Conference and category winners announcements on-line
Friday 17th September 2021 – Awards Ceremony and overall announcements
All details can be found on our website: https://patientexperiencenetwork.org/awards/enter-awards/
If you would like to speak to one of the team they can be reached on:
03333 447060 or awards@patientexperiencenetwork.org
Measuring, Understanding and Acting on Patient Experience Insight From Insight to Improvement
THURSDAY 8 JULY 2021
VIRTUAL, Online
This conference will focus on measuring, understanding and acting on patient experience insight, and demonstrating responsiveness to that insight to ensure Patient Feedback is translated into quality improvement and assurance.
Through national updates and case study presentations the conference will support you to measure, monitor and improve patient experience in your service, and ensure that insight leads to quality improvement.
Sessions will include; learning from patients, improving patient experience during and beyond Covid-19, a national update, practical sessions focusing on delivering a patient experience based culture, measuring patient experience, using the NHS Improvement National Patient Experience Improvement Framework, demonstrating insight and responsiveness in real time, monitoring and improving staff experience, the role of human factors in improving quality, using patient experience to drive improvement, changing the way we think about patient experience, and learning from excellence in patient experience practice.
https://www.healthcareconferencesuk.co.uk/conferences-masterclasses/patient-experience-insight
Or email kate@hc-uk.org.uk
Follow on Twitter @HCUK_Clare #PatientExp
NHS Complaints Summit: Implementing the 2021 NHS Complaint Standards
WEDNESDAY 18 AUG 2021, VIRTUAL, Online Conference
This National Virtual Summit focuses on implementing the New National NHS Complaint Standards that were published in March 2021 . 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 are welcomed and lead to change and improvements in patient care.
Follow the conference on Twitter #NHSComplaints
Complaints Resolution & Mediation
WEDNESDAY 17 NOV 2021, VIRTUAL, Online Masterclass
This course is suitable for anybody who deals with complaints as part of their job role, or anybody who may have to handle a complaint. This includes dedicated complaints teams & customer support teams and managers. A highly interactive and effective workshop to improve confidence and consistency in handling complaints. A simple model to facilitate effective responses will be shared and delegates will have the opportunity to practise the use of our unique AERO approach.
Insight Virtual Roadshow
As in previous year’s we are delighted to be working alongside the NHS England and Improvement Insight Team to bring you a series of workshops to showcase some of the best practice, hear latest insight news and discuss your priorities. Dates this year are confirmed to be:
12th October 9:30 - 12:30
14th October 13:30-16:30
18th October 13:30-16:30
20th October 9:30 - 12:30
These sessions will be held on-line and are free to attend. Please make a note of these dates and share with your wider communities. If you would like to reserve your place please contact events@patientexperiencenetwork.orgIn Case You Missed It May 2021
Welcome to this month's PENLetter
Our exclusive newsletter for all of our members where we seek to update you on all of the most up to date, most interesting and most inspiring patient experience news.
The PEN TeamWelcome to our May 2021 edition of our newsletter
In this edition we share some of the latest news that we found interesting or inspiring. I was, for example, interested to read the piece by a neurosurgeon who said, “a major gap in nephrology is our reliance on big data to provide treatment and not focusing on the individual patient and personal care,” … “What we don’t focus on and appreciate is the unique issues and problems that our patients experience.” Sometimes I think we may assume this message is widely accepted, but this comment shows there is always room for improvement.
Also from the US, the Patient Experience Journal has issued a report to show a positive association between an established Chief Experience Officer role and patient experience scores – which brings us back to the evergreen question of why aren’t there more Directors of Experience or Chief Experience Officers in the UK?
As a result of the pandemic there are several articles worth a read. I’ll just mention two – one exploring the conflicting evidence of whether people will move to telehealth now and seek support virtually or whether face to face is still important. And another about the importance of clear masks. Having spent time observing on site in a hospital recently I can see why this would be incredibly important not just for those who lip read.
We continue to make and release editions of our #pxpodcast series, on #pxradio, and include one with Picker, talking about the Cancer Patient Experience Survey and what organisations are doing with this insight. With podcasts about Service User Accreditation, supporting Young Carers in schools Award, developing digital technology solutions to help improve care for cancer patients, how a space has been co-created with bereaved families and how making bread has transformed the experience, there are so many practical ideas to listen to and be inspired by. All are available here: https://patientexperiencenetwork.org/resources/patient-experience-radio/ Please get in touch if you have an idea for a podcast or something you’d like us to feature. We've had hundreds of downloads already but want to be sure we continue to spread the word. All are 10-15 mins long so easy to listen to in a short break.
In the coming months we plan to speak with some of our members to understand what we can do to service you better. What would you like PEN to be doing, where should we focus, what areas would you like support with? Please let us know if you’d like us to speak with you about these areas. Just drop us a note on r.evans@patientexperiencenetwork.org
Finally, we would love to hear about what you have been doing to improve the experience of care through our Awards, due to close on 18th June. Don’t forget we have an exciting new category to put the spotlight on Pharmacos and other industry partners. To find out more please go to our awards page: https://patientexperiencenetwork.org/awards/enter-awards/
Enjoy – and as always if you have news to share please let us know.
Ruth and the Team at PENThis Month's Case Study
Gloucestershire Hospitals NHS Foundation Trust
Homeless Patient Guidelines Initiative
Winner – Using Insight for Improvement (Access)
Contact – Shona Duffy - Shona.duffy@nhs.net
Organisation
Gloucestershire Hospitals NHS Foundation Trust consists of Gloucestershire Royal (GRH) and Cheltenham General Hospitals (CGH).
Our Trust employs more than 7,500 members of staff and sees in excess of 700,000 patients every year.
These specialist hospitals provide emergency care, specialist inpatient care and outpatient appointments to our urban and rural communities within Gloucestershire and further afield.
General Summary
This project was innovative in that it was started from fresh with no foundations to build on. By working as a team, we have created guidelines, documentation and created multiagency pathways direct from the Emergency Departments.
The Leadership style initially started as democratic in nature. With social equality as a focus, as the momentum around the project grew it turned to a more transformational collective leadership.
The project was effective as staff now report feeling supported in making more holistic assessments of homeless patients.
The documentation we have created has become a core part of Emergency Department documentation, leading to homeless patients being better supported on discharge from the ED.
The success of this project has been measured on the number of referrals made to the local authority and other homeless services.
The support we have had from our teams has been phenomenal. This project will be sustainable as our teams have seen a real time reduction in the number of no fixed abode attendances, leading to reduced pressures on the ED.
The success of the project has lead to further support and interest from other departments, and it is now included in the role of the new Homeless Specialist Nurse to adapt, transfer and disseminate the project across the acute trust.
Read more here:PENNA UpdatePENNA20-21 THERE IS STILL TIME TO ENTER
Due to slight difference in timelines and the inclusion of Best Practice now from both 2020 and 2021, this year's event will be referred to as #PENNA21 – hopefully to avoid confusion in the future!
Now in it's 11th year, we are delighted to bring you our second ever virtual Best Practice Conference and Awards Ceremony from the 13th - 17th September 2021.
With a huge 23 awards categories to enter, there will be one for you and your work! The Patient Experience Network National Awards brings together innovative and hardworking healthcare teams and organisations from across the country showcasing all sorts of great practice.
We give ALL shortlisted finalists an opportunity to present their project to their peers throughout a series of Best Practice sharing sessions across an entire week.
Past participants tell us that winning one of our prestigious awards has brought great benefits for both them and their organisation, and simply taking part is extremely fulfilling.
To enter please either go to our webpage https://patientexperiencenetwork.org/awards/enter-awards/ , call us on 03333 447060 or send us a message at awards@patientexperiencenetwork.org and we will talk you through the process and issue you the link to register and make your submission.
Key dates are as follows:
Deadline for All Awards Submission Entries: 18th June 2021
Shortlisted Finalists Announced: 9th July 2021
Best Practice Sharing Conference and Category Winners: 13th – 16th September 2021
Overall Winner Awards Ceremony: 17th September 2021PEN NewsTo 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. Here is a selection of some of this month's tweets. Ruth Evans MBE at PEN
@PEN_NEWS
May 24
Debunking telemedicine myths beyond the pandemic https://mmm-online.com/home/channel/sponsored/debunking-telemedicine-myths-beyond-the-pandemic/… via @MMMnewsRuth Evans MBE at PEN
@PEN_NEWS
May 24
What the Health Care Industry Can Learn From Amazon and Netflix?
https://usnews.com/news/articles/2021-05-05/what-the-health-care-industry-can-learn-from-amazon-and-netflix?src=usn_tw…
via @USNewsHealthRuth Evans MBE at PEN
@PEN_NEWS
May 24
Why don't we have more CXOs of Directors of Pat Exp in the UK? The association between an established Chief Experience Officer role and hospital patient experience scores via @BerylInstitute
https://pxjournal.org/cgi/viewcontent.cgi?article=1508&context=journal…
I think @annielaverty at @NorthumbriaNHS remains the only one?General Patient Experience NewsTechnology Events Dates for Your Diary
PENNA Dates
Friday 18th June 2021 – Closes for entries
Friday 9th July 2021 – Shortlist announced
Monday 13th – Friday 17th September 2021 – Awards Conference and category winners announcements on-line
Friday 17th September 2021 – Awards Ceremony and overall announcements
All details can be found on our website: https://patientexperiencenetwork.org/awards/enter-awards/
If you would like to speak to one of the team they can be reached on:
03333 447060 or awards@patientexperiencenetwork.org
Measuring, Understanding and Acting on Patient Experience Insight From Insight to Improvement
THURSDAY 8 JULY 2021
VIRTUAL, Online
This conference will focus on measuring, understanding and acting on patient experience insight, and demonstrating responsiveness to that insight to ensure Patient Feedback is translated into quality improvement and assurance.
Through national updates and case study presentations the conference will support you to measure, monitor and improve patient experience in your service, and ensure that insight leads to quality improvement.
Sessions will include; learning from patients, improving patient experience during and beyond Covid-19, a national update, practical sessions focusing on delivering a patient experience based culture, measuring patient experience, using the NHS Improvement National Patient Experience Improvement Framework, demonstrating insight and responsiveness in real time, monitoring and improving staff experience, the role of human factors in improving quality, using patient experience to drive improvement, changing the way we think about patient experience, and learning from excellence in patient experience practice.
https://www.healthcareconferencesuk.co.uk/conferences-masterclasses/patient-experience-insight
Or email kate@hc-uk.org.uk
Follow on Twitter @HCUK_Clare #PatientExp
Coming soon!
Insight roadshows - planned for October
Dates to be issued in our next edition.In Case You Missed It April 2021
Welcome to this month's PENLetter
Our exclusive newsletter for all of our members where we seek to update you on all of the most up to date, most interesting and most inspiring patient experience news.
The PEN TeamWelcome to our April 2021 edition of our newsletter
This week it is 'Patient Experience Week' or 'Experience of Care Week', and we have been issuing a daily podcast focussing on the great work we showcase in our National Patient Experience Awards. We have also revamped our website to make finding our Case Studies much easier – please do go and take a look! The search function is also much more powerful, so should be helpful to find that special something you are looking for. We are still uploading our historical reports and case studies so if you can’t find what you want please get in touch!
We’ve also relaunched the National Awards following our delay due to COVID, and we would love to hear about what you have been doing to improve the experience of care. We have an exciting new category to put the spotlight on Pharmacos and other industry partners. To find out more please go to our awards page: https://patientexperiencenetwork.org/awards/enter-awards/
In this month’s edition most of the news has been Tech focussed so we have included three of the most interesting articles around technology, and how this can support the patient experience. We have also included an article drawing comparisons between Tolstoy’s Anna Karenina and the patient experience, not something you see everyday 😊 and a great piece. We have also included a very interesting piece of research from Qualtrics – definitely one to read.
Enjoy – and as always I f you have news to share please let us know.
Ruth and the Team at PENThis Month's Case Study
Swansea Bay University Health Board
Digital Patient Stories for Service Improvement
Winner – Turning it Around
Contact – Prue Thimbleby – Prue.thimbleby@wales.nhs.uk
Organisation
Swansea Bay University Health Board is one of the seven NHS Health Boards in Wales. We have over 12K staff delivering all primary and secondary health care, including mental health care, to a population of 400+K in South Wales. The Health Board is divided into 5 delivery units: the 3 main hospitals, Community & Primary Care, and Mental Health & Learning Disabilities. We cover the geographical area of Swansea and Neath and Port Talbot councils.
The patient story work in the Health Board is led by the Arts in Health coordinator (Prue Thimbleby) working closely with the Deputy Director of Nursing and Patient Experience (Cathy Dowling) and the Patient Experience Manager (Marcia Buchanan).
General Summary- We improve services through listening to our patients and taking action in response to their stories.
- We use digital storytelling as our methodology.
- A digital story is a 1st person voice recording put together with images to create a 2 to 5 minute video.
- The process of making a story is deep listening and brings profound resolution to the teller. The completed story creates empathy in the listener – thus leveraging changes of attitudes and practice.
- The patient remains the director of their story, they own the story and do as much of the editing and presenting the story as they wish to.
- We train and support frontline staff to record patient’s good and bad experiences and then create action plans to improve services. We have built an intranet site where staff can access the governance documents and a library of stories. Stories are used widely in meetings, training and business cases. We can demonstrate significant service improvements as a result.
- We are training a network of story facilitators across Wales and plan to build an all-Wales library of stories so that we can make our patient’s voices central to our learning.
- Health providers in England are also asking for training.
PENNA UpdatePENNA20-21
Don't worry, you haven’t missed a year! The previous year's awards were referred to as #PENNA19, as they celebrated the work carried out throughout 2019. Due to slight difference in timelines and the inclusion of Best Practice now from both 2020 and 2021, we have decided that this year's event will be referred to as #PENNA21 – hopefully to avoid confusion in the future!
Now in it's 11th year, we are delighted to bring you our second ever virtual Best Practice Conference and Awards Ceremony from the 13th - 17th September 2021.
With a huge 23 awards categories to enter, the Patient Experience Network National Awards brings together innovative and hardworking healthcare teams and organisations from across the country. We give ALL shortlisted finalists an opportunity to present their project to their peers throughout a series of Best Practice sharing sessions across an entire week.
Past participants tell us that winning one of our prestigious awards has brought great benefits for both them and their organisation, and simply taking part is extremely fulfilling.
To enter please either go to our webpage https://patientexperiencenetwork.org/awards/enter-awards/ , call us on 03333 447060 or send us a message at awards@patientexperiencenetwork.org and we will talk you through the process and issue you the link to register and make your submission.
Key dates are as follows:
Deadline for All Awards Submission Entries: 18th June 2021
Shortlisted Finalists Announced: 9th July 2021
Best Practice Sharing Conference and Category Winners: 13th – 16th September 2021
Overall Winner Awards Ceremony: 17th September 2021PEN NewsTo 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. Here is a selection of some of this month's tweets. Ruth Evans MBE at PEN
@PEN_NEWS
April 27
A superb eg of the art of the possible starting with a request from a young in-patient to Making Food Fun! Ep 22 of #pxpodcast on #pxradio:
@SercoHealth & @NNUH describe how they have enabled children to prep food on the ward: https://open.spotify.com/episode/1uSy6jQHeRWz2NuvRYnLkN…
@CathyBNIV
@PatientExp_NNUHRuth Evans MBE at PEN
@PEN_NEWS
April 23
Staff Engagement and Improving Staff Experience is just 1 of 23 different categories that you can still enter in this year's PEN National Awards. Head to https://patientexperiencenetwork.org/awards/staff-engagement-and-improving-the-staff-experience/… to find out more! #PatExp #PENNA21Ruth Evans MBE at PEN
@PEN_NEWS
April 22
Very very excited to report we have had over 300 downloads of our #pxpodcast series on #pxradio... if you want to listen and be inspired in under 15 minutes then try it out: https://open.spotify.com/show/03gNZ8e4NXgVAp7yltyaup… And let us know what you think - we'd love to hear from youGeneral Patient Experience NewsTechnology Events May Events NHS Complaints Summit
THURSDAY 13 MAY 2021
VIRTUAL, Online
This National Virtual Summit focuses on delivering a person-centred approach to complaints handling, investigation, resolution and learning. 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.
The conference will reflect on managing complaints regarding Covid-19 – understanding the standards of care by which the NHS should be judged in a pandemic and in particular responding to complaints regarding nosocomial transmission of Covid-19 and delayed treatment due to the pandemic.
The conference will also update delegates on the Complaint Standards Framework for the NHS which is in consultation and due to be published by the PHSO in early 2021, and will lead to a single developmental pathway for all complaints staff that rightly acknowledges complaint handling as a professional skill.
https://www.healthcareconferencesuk.co.uk/conferences-masterclasses/nhs-complaints-summit-2021 or email kate@hc-uk.org.uk
Follow on Twitter @HCUK_Clare #NHSComplaints
Implementing the Duty of Candour with Empathy
TUESDAY 25 MAY 2021
VIRTUAL, Online
This masterclass will provide participants with an in-depth knowledge of what needs to be done to comply with the duty of candour; clarify ‘grey areas’ and provide guidance on dealing with difficult situations which may arise. It will provide participants with an understanding of good practice in implementing the duty and, in particular doing so in a meaningful way with empathy, to not only comply, but to work with patients and loved ones in a way that puts the emotional experience at the heart of communication.
Anyone with responsibility for implementing the duty of candour should attend, whether as a health or social care professional or at an organisational level, be it in the NHS, private healthcare or social care. Health and social care professionals; staff with responsibility for quality, safety, clinical governance, safety investigations, complaints or CQC compliance, patient experience and executive teams would benefit from attending.
https://www.healthcareconferencesuk.co.uk/conferences-masterclasses/duty-of-candour or email nicki@hc-uk.org.uk
Outpatients Virtual CPD Masterclass Series
Various DatesVIRTUAL, Online
Facilitated by Dr Kate Silvester, this series of five half day virtual workshops are designed to introduce delegates to the skills for improving flow through Outpatient clinics and services.
Delegates will leave with a combination of theory, practical exercises and examples so that they can ‘give it a go’ in their own service.
Series masterclass titles include:
Systems thinking and engineering in Outpatients
Making Outpatients Covid Safe for Patients and Staff
Management Reporting & Practical Use of Data in Outpatients
Tackling the waiting lists and delays for Clinics since Covid-19
Demand for Follow Up in Outpatients Services
https://www.healthcareconferencesuk.co.uk/virtual-online-courses/outpatients-masterclass-series or email kate@hc-uk.org.uk
Dates for Your Diary
PENNA Dates
Friday 18th June 2021 – Closes for entries
Friday 9th July 2021 – Shortlist announced
Monday 13th – Friday 17th September 2021 – Awards Conference and category winners announcements on-line
Friday 17th September 2021 – Awards Ceremony and overall announcements
All details can be found on our website: https://patientexperiencenetwork.org/awards/enter-awards/
If you would like to speak to one of the team they can be reached on:
03333 447060 or awards@patientexperiencenetwork.org
Measuring, Understanding and Acting on Patient Experience Insight From Insight to Improvement
THURSDAY 8 JULY 2021
VIRTUAL, Online
This conference will focus on measuring, understanding and acting on patient experience insight, and demonstrating responsiveness to that insight to ensure Patient Feedback is translated into quality improvement and assurance.
Through national updates and case study presentations the conference will support you to measure, monitor and improve patient experience in your service, and ensure that insight leads to quality improvement.
Sessions will include; learning from patients, improving patient experience during and beyond Covid-19, a national update, practical sessions focusing on delivering a patient experience based culture, measuring patient experience, using the NHS Improvement National Patient Experience Improvement Framework, demonstrating insight and responsiveness in real time, monitoring and improving staff experience, the role of human factors in improving quality, using patient experience to drive improvement, changing the way we think about patient experience, and learning from excellence in patient experience practice.
https://www.healthcareconferencesuk.co.uk/conferences-masterclasses/patient-experience-insight
Or email kate@hc-uk.org.uk
Follow on Twitter @HCUK_Clare #PatientExpMarch 2021
Welcome to this month's PENLetter
Our exclusive newsletter for all of our members where we seek to update you on all of the most up to date, most interesting and most inspiring patient experience news.
The PEN TeamWelcome to our March edition of our Newsletter
Hello and welcome to our latest PENletter. Spring is definitely in the air as we start the first stage of lockdown release.
This month is a bumper month for interesting news with three key themes coming through:
Equality – there is a distinct change in the focus to ensure we build equality into our patient experience approaches, being more alert to unconscious bias and what the hard evidence is telling us about health inequalities – lots of food for thought
Telehealth – perhaps unsurprisingly as COVID-19 had created a wave of impetus for telehealth, there are some great articles about how to make sure the experience of telehealth is a good one
Clinical trials – this month there’s been a spate of insightful articles about focussing on the patient experience through clinical trials. Again with COVID-19 the approaches had to change and reinforced a rising popularity of Decentralized Clinical Trials (DCTs)
We also feature a great piece about co-production in secure units and one about how to support the patient to become more empowered – so much interesting news to read!
Of course with Easter on the horizon I hope you are able to take some well deserved leave. After Easter we will be re-launching PENNA – our national patient experience awards. We are going to change it to PENNA20/21 as although we still welcome brilliant work from 2020 as we now close in June, no doubt there will be some amazing work from the start of this year too. Easter may be the time to reflect on what you’d like to put forward!
We continue to issue our 10 minute #pxpodcast – if you’ve not had the chance to listen they are all hosted here:
https://patientexperiencenetwork.org/resources/patient-experience-radio/
At just 10 minutes, jam-packed full of brilliance about how to improve the patient experience – what’s not to love! I highly recommend having a coffee and being energised by the art of the possible!
We have just run another very successful certified patient experience practitioner programme. If you’d like to find out more please let us know. We can run in-house programmes or bite sized delivery if that works better for you and your teams.
Finally we have some exciting ideas about peer to peer support which we will be sharing soon. We are interested in focussing on equality and inclusion. If this is an area of interest for you please let us know as we'd love to explore our ideas with you. Please watch this space! And please feel free to share this newsletter – thank you
Wishing you all the best!Ruth and the Team at PEN
Easter Opening Hours
Easter Opening – or rather closing! 😊
If you need to get hold of us please note the following times when we will be “out of the office!!. Thank you!
Easter Opening Hours
Office closes: 6pm Thursday 1st April
Office re-opens: 8am Tuesday 6th AprilThis Month's Case Study
Royal Cornwall Hospitals NHS Trust
`Butterfly Cornwall` A Scheme to Enhance End of Life Care for Patients and their Loved Ones
Winner – Support for Caregivers, Family & Friends,
and Staff Engagement / Improving Staff Experience
Contact – Elizabeth Thomas – elizabeth.thomas26@nhs.net
Organisation
The Royal Cornwall Hospitals Trust Treliske Hospital is located in Truro, Cornwall.
Royal Cornwall Hospitals NHS Trust (RCHT) is the main provider of acute hospital and specialist services for the majority of the population of Cornwall and the Isles of Scilly, approximately 450,000 people. The population we serve can more than doubles during busy holiday periods. The Trust employs approximately 5,000 staff.
We deliver care from three main sites – Royal Cornwall Hospital, Truro; St Michael’s Hospital, Hayle; and West Cornwall Hospital, Penzance – as well as providing outpatient, maternity and clinical imaging services at community hospitals and other locations across Cornwall & the Isles of Scilly.
General Summary
The Royal Cornwall Hospital Trust `Butterfly Cornwall ` is an innovative initiative to improve the way patients and their loved ones spend their last day’s together .The Scheme is led by the Trust’s Specialist Palliative and End of Life Care (SPEOL) team.
The scheme acts as an enabler for quality at the end of life. It aims to enable all staff to provide equitable care and compassion for patients and their families who die in our care. The scheme helps staff provide extra support when required such as offering refreshments, keeping noise to a minimum and checking if relatives or carers need additional support. The outcomes being improving support and communication to patients /relatives at end of life and enabling staff to gain confidence in caring for patients at end of life.
The sustainability of the scheme will be ensured by a further twelve-month project post to continue to embed the scheme and will be linked to the Trusts ‘Ward Accreditation Scheme’. Financially the scheme has support from the Trust’s Charitable Funds Committee, League of Friends and Macmillan.
The scheme itself is a model that can be easily adapted for use in other settings. There are plans to roll out the scheme in the community hospitals in the County this year.
Read more here:PENNA UpdateWhy not register now – and then you have until June 18th to complete your submissions. If you have any questions at all, just get in touch – we love to help! And please do put a hold in your diaries for September 13-17th. This will be a week jam packed full of patient experience brilliance!
Key dates:- 18th June 2021 – Closes for entries
- 9th July 2021 – Shortlist announced
- 13th – 17th September 2021 – Awards Conference and category winners announcements on-line
- 17th September 2021 – Awards Ceremony and overall announcements
Please call 03333 447060 or email awards@patientexperiencenetwork.org to find out more and register.
PEN NewsTo 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. Here is a selection of some of this month's tweets. Ruth Evans MBE at PEN
@PEN_NEWS
Mar 28
Patient Engagement: Access is the Future of Healthcare- a good read! https://managedhealthcareexecutive.com/view/patient-engagement-access-is-the-future-of-healthcare… via
@MHExecutiveRuth Evans MBE at PEN
@PEN_NEWS
Mar 26
Just scraping in for your #endofweektreat our latest #pxpodcast https://open.spotify.com/episode/5ENGdtFT7bc7NeiLBt6ChQ… with
@Rebeccalemin
of
@SWNeonatal
- A Stay in Neonatal Care - An Animated Guide to your Role as Parents and What to Expect. #PENNA2019Ruth Evans MBE at PEN Retweeted
@JanePickard9
Mar 24Our website is packed full of inspiring #PatExp Case Studies! Check out the #ThinkDrink project from
@NUHThinkDrink
@nottmhospitals
; an initiative promoting the hydration of patients prior to surgery. #PatientExperience #TeamNUH http://ow.ly/9yyX50DXpeLGeneral Patient Experience News
Article about experience and use of coproduction in a secure setting: https://www.nursingtimes.net/roles/mental-health-nurses/exploring-coproduction-of-patient-care-in-a-secure-mental-health-setting-22-03-2021/
How you can support the patient to become more empowered: https://www.managedhealthcareexecutive.com/view/patient-engagement-access-is-the-future-of-healthcareEquality
US research into the different patient experience with ethnicity and language differences: https://www.docwirenews.com/abstracts/journal-abstracts/ethnicity-and-language-differences-in-patient-experience-an-analysis-of-the-hcahps-survey/
Unconscious bias affects us all – this looks at healthcare and how this may impact our patient: https://www.medicaleconomics.com/view/bias-in-health-care
How can AI, NLP and technology be used to reduce health inequalities and outcomes: https://medcitynews.com/2021/03/leveraging-ai-nlp-technology-to-reduce-health-inequities-and-improve-patient-outcomes/Staff Experience
Staff engagement is critical - and there are some useful tips in this article: Rewarding and recognising employees is more important than ever: https://www.pnj.com/story/money/business/2021/03/20/rewarding-recognizing-employees-more-important-than-ever-studer/4742493001/Technology 
Three tips to humanise the telehealth experience: https://hbr.org/2021/03/3-ways-to-humanize-the-virtual-health-care-experience
Building trust into the telehealth experience: https://hbr.org/2021/03/building-trust-into-telehealth
Why 2021 Patient Experience Will be Tied to Telehealth Success https://www.managedhealthcareexecutive.com/view/why-2021-patient-experience-will-be-tied-to-telehealth-successClinical Trials 
Some interesting ideas to improve the #patexp during clinical trials: What if digitalization could democratize clinical trials? https://mmm-online.com/home/channel/sponsored/what-if-digitalization-could-democratize-clinical-trials/
Improving the patient experience through clinical trials: http://www.pmlive.com/pharma_intelligence/A_cultural_shift_in_clinical_research_1363381Diagnostics 
Disney and Philips in partnership! https://hitconsultant.net/2021/03/04/philips-disney-partner-improve-pediatric-experience-mri-exams/#.YGCCOa9KjSENews from Our Members 
Cemplicity have a new management structure: https://www.cemplicity.com/uk/blog/cemplicity-announces-new-management-structure-ahead-of-international-expansion/Events April Events
Certified Patient Experience Practitioner Programme
Monday 19th, Tuesday 20th April, 2021
VIRTUAL, Online UK
In partnership with CXSA, we are delighted to announce the first of our certified programmes. This 2 day workshop is for patient experience practitioners and professionals. It explores the what, the why and the how of patient experience.
Having successfully run our first programme, our participants said “I learned a lot from you in the past two days”, “It was the best patient experience workshop I have attended, thank you”, “it was a great event - “I learned so much from you”
We have places available and the fees are £899 to take part (discounted for on-line delivery)
For more information or to book your place please contact us on info@patientexperiencenetwork.org or +44 (0) 3333 44 7060 .
Deteriorating Patient Summit
Tuesday 20th April, 2021
VIRTUAL, Online UK
Chaired by Professor Derek Bell OBE, Professor of Acute Medicine, Imperial College London and Immediate Past President, Royal College of Physicians of Edinburgh, this conference focuses on recognising and responding to the deteriorating patient and ensuring best practice in the use of NEWS2. There will be a focus on recognising and responding to deteriorating patients with Covid-19.
This conference will enable you to:
• Network with colleagues who are working to improve the recognition and management of deteriorating patients
• Learn from outstanding practice in improving care for deteriorating patients
• Implement the recommendations from the HSIB Investigation into responding to critically unwell patients
• Reflect on national developments and learning including latest evidence on effective implementation of NEWS2 in patients with Covid-19
• Understand the practicalities of involving patients and their families in the recognition of deterioration
• Develop your skills in identifying deteriorating patients including those with Covid-19
• Understand what success factors facilitate escalation of care and how can these be applied more reliably
• Ensure effective implementation of NEWS2
• Understand how to work with clinical teams to create a language and spread this across the whole health system
• Self assess, reflect and expand your skills in the management of sepsis, and communicating the risks to patients who have recovered from Covid-19
• Gain CPD accreditation points contributing to professional development and revalidation evidence
For more information visit: https://www.healthcareconferencesuk.co.uk/virtual-online-courses/deteriorating-patient-summit or email kerry@hc-uk.org.uk
Follow on Twitter @HCUK_Clare #deterioratingpatientHuman Factors in Your Work and Your TeamTHURSDAY 22 APR 2021
VIRTUAL, Online
This virtual masterclass, facilitated by Mr Perbinder Grewal, will guide you in how to use Human Factors in your workplace. All medical and non-medical staff should attend.
Leadership in the NHS is the responsibility of all staff. Understanding human factors will allow healthcare to enhance performance, culture and organisation. It can be used to assess why things go wrong and how to implement change to prevent it from happening again or mitigate the risks.
Perbinder Grewal is a Consultant Surgeon. He is a human factors and patient safety trainer. He leads on medical education both locally and nationally. He is a Member of the Faculty of Surgical Trainers at the Royal College of Surgeons of Edinburgh. He has a passion for training and medical education. He is a Module Tutor for the ChM in Vascular Surgery for the University of Edinburgh and Tutor for the ChM in General Surgery for the past 5 years. He has Postgraduate Certificates in Leadership and Coaching.
For further information and to book your place visit
https://www.healthcareconferencesuk.co.uk/conferences-masterclasses/human-factors-workplace or email kerry@hc-uk.org.uk Managing and Supporting Clinicians/Healthcare Professionals Involved in a Patient Safety Incident
TUESDAY 27 APR 2021VIRTUAL, Online
This conference focuses on supporting staff who have been involved in patient safety incidents, or are the subject of complaints or claims. Involvement in an incident, complaint or claim can have severe consequences on staff who may experience a range of reactions including stress, depression, shame and guilt.
This conference will enable you to:- Network with colleagues who are working to support staff following incidents, complaints or claims
- Understand national developments including the requirements in the 2020 Patient Safety Incident Response Framework
- Reflect on how we can better support staff experiencing these issues through Covid-19
- Deliver a just culture that supports consistent, constructive and fair evaluation of the actions of staff involved in patient safety incidents
- Reflect on a healthcare’s professionals personal experience of being the subject of an incident investigation
- Improve immediate support and debriefing when an incident occurs
- Develop your skills in providing the staff member involved in a patient safety incident specific individual support or intervention to work safely
- Understand how you can improve processes for ensuring candour and supporting staff
- Identify key strategies for interviewing staff and taking statements and preparing staff for Coroner’s Inquests
- Ensure you are up to date with the latest developments in psychological support for staff including building resilience
- Self assess and reflect on your own practice
- Gain CPD accreditation points contributing to professional development and revalidation evidence
For further information and to book your place visit
https://www.healthcareconferencesuk.co.uk/conferences-masterclasses/patient-safety-incident-complaint-claim or email kate@hc-uk.org.ukFollow the conversation on Twitter #SupportingClinician
Leading and Improving Outpatient Services During & Beyond Covid-19
THURSDAY 29 APR 2021
VIRTUAL, Online
This national conference aims to bring together leaders of outpatient services to focus on leading and improving outpatient services through the Covid-19 pandemic. The conference opens with national updates and good practice case studies of how we can transform outpatients for patients during Covid-19, meeting the demand following the lockdown period, and ensuring outpatients are covid safe for those who are attending both in person and virtually.
The conference continues with an extended in depth masterclass which will contact interactive group work focusing on Improving capacity, access, patient flow and waiting times in outpatient services. The conference will also assess the impact of the pandemic on the future of outpatients and moving towards a ‘New Normal’.
https://www.healthcareconferencesuk.co.uk/conferences-masterclasses/leading-improving-outpatient-services-covid-19 or email kate@hc-uk.org.uk
Follow on Twitter @HCUK_Clare #Outpatients
Prehabilitation: Principles & Practice for Supporting Patients to Get Fit For Surgery/Treatment
WEDNESDAY 28 APR 2021
VIRTUAL, Online
This conference focuses on Prehabilitation – Principles and Practice, and will provide a practical guide to delivering an effective prehabilitation programme, ensuring patients are fit for surgery or treatment. This is even more important in light of the Covid-19 pandemic and lockdowns which have had a negative effect on many individual’s health and fitness levels. The conference will look at preoperative optimisation of patients fitness and wellbeing through exercise, nutrition and psychological support. The conference will use case studies from cancer treatment, and getting patients fit for surgery to demonstrate the benefits in terms of outcomes and patient care.
For further information and to book your place visit https://www.healthcareconferencesuk.co.uk/conferences-masterclasses/prehabilitation-fit-for-surgery-treatment-manc or email kate@hc-uk.org.uk
Follow the conference on Twitter #Prehabilitation
May DatesNHS Complaints Summit
THURSDAY 13 MAY 2021
VIRTUAL, Online
This National Virtual Summit focuses on delivering a person-centred approach to complaints handling, investigation, resolution and learning. 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. The conference will reflect on managing complaints regarding Covid-19 – understanding the standards of care by which the NHS should be judged in a pandemic and in particular responding to complaints regarding nosocomial transmission of Covid-19 and delayed treatment due to the pandemic. The conference will also update delegates on the Complaint Standards Framework for the NHS which is in consultation and due to be published by the PHSO in early 2021, and will lead to a single developmental pathway for all complaints staff that rightly acknowledges complaint handling as a professional skill.
https://www.healthcareconferencesuk.co.uk/conferences-masterclasses/nhs-complaints-summit-2021 or email kate@hc-uk.org.uk
Follow on Twitter @HCUK_Clare #NHSComplaintsImplementing the Duty of Candour with Empathy
TUESDAY 25 MAY 2021
VIRTUAL, Online
This masterclass will provide participants with an in-depth knowledge of what needs to be done to comply with the duty of candour; clarify ‘grey areas’ and provide guidance on dealing with difficult situations which may arise. It will provide participants with an understanding of good practice in implementing the duty and, in particular doing so in a meaningful way with empathy, to not only comply, but to work with patients and loved ones in a way that puts the emotional experience at the heart of communication.
Anyone with responsibility for implementing the duty of candour should attend, whether as a health or social care professional or at an organisational level, be it in the NHS, private healthcare or social care. Health and social care professionals; staff with responsibility for quality, safety, clinical governance, safety investigations, complaints or CQC compliance, patient experience and executive teams would benefit from attending.
https://www.healthcareconferencesuk.co.uk/conferences-masterclasses/duty-of-candour or email nicki@hc-uk.org.uk
Outpatients Virtual CPD Masterclass Series
Various DatesVIRTUAL, Online
Facilitated by Dr Kate Silvester, this series of five half day virtual workshops are designed to introduce delegates to the skills for improving flow through Outpatient clinics and services. Delegates will leave with a combination of theory, practical exercises and examples so that they can ‘give it a go’ in their own service.
Series masterclass titles include:
Systems thinking and engineering in Outpatients
Making Outpatients Covid Safe for Patients and Staff
Management Reporting & Practical Use of Data in Outpatients
Tackling the waiting lists and delays for Clinics since Covid-19
Demand for Follow Up in Outpatients Services
https://www.healthcareconferencesuk.co.uk/virtual-online-courses/outpatients-masterclass-series or email kate@hc-uk.org.uk
PENNA Dates
Friday 18th June 2021 – Closes for entries
Friday 9th July 2021 – Shortlist announced
Monday 13th – Friday 17th September 2021 – Awards Conference and category winners announcements on-line
Friday 17th September 2021 – Awards Ceremony and overall announcements
All details can be found on our website: https://patientexperiencenetwork.org/awards/enter-awards/
If you would like to speak to one of the team they can be reached on:
03333 447060 or awards@patientexperiencenetwork.org
Measuring, Understanding and Acting on Patient Experience Insight From Insight to Improvement
THURSDAY 8 JULY 2021
VIRTUAL, Online
This conference will focus on measuring, understanding and acting on patient experience insight, and demonstrating responsiveness to that insight to ensure Patient Feedback is translated into quality improvement and assurance. Through national updates and case study presentations the conference will support you to measure, monitor and improve patient experience in your service, and ensure that insight leads to quality improvement. Sessions will include learning from patients, improving patient experience during and beyond Covid-19, a national update, practical sessions focusing on delivering a patient experience based culture, measuring patient experience, using the NHS Improvement National Patient Experience Improvement Framework, demonstrating insight and responsiveness in real time, monitoring and improving staff experience, the role of human factors in improving quality, using patient experience to drive improvement, changing the way we think about patient experience, and learning from excellence in patient experience practice.
https://www.healthcareconferencesuk.co.uk/conferences-masterclasses/patient-experience-insight
or email kate@hc-uk.org.uk
Follow on Twitter @HCUK_Clare #PatientExpA View From a Youth AmbassadorHenry's Blog
We took a bit of a break over the Christmas period, as things got hectic again in our hospitals, and our next meeting is actually next week – so more of that in the next newsletter.
In the intervening time I’ve had some first-hand experience of my own following a bit of a problem with my knee….as a wicketkeeper for the school First XI my knees are quite important! The visit to the GP and then on to the hospital for diagnostics enabled me to check out how both are catering for Children and Young people, especially given the restrictions and challenges imposed by Covid.
It was a bit strange going into an almost deserted GP waiting room – a bit daunting in fact – very stark, just four chairs a long way apart and no books, toys or other distractions. The staff were brilliant though – they clearly understood how the changes might make people feel visiting the doctor and were really friendly and helpful….and there was also almost no wait!
At the diagnostic centre the restrictions were very tight – I’ve just turned 18 so it was very different for me – I had to go in alone as an adult, my father was told to wait outside. I'm not sure I expected that. I’ve had more than my fair share of sports injuries so I’m used to the process, but I could imagine that someone doing this for the first time might have found it difficult.
All in all a very different experience, and perhaps some things that could be learned, especially for those transitioning from child to adulthood…..it’s the first time I’ve experienced it – I feel a project in the making!In Case You Missed It
The results of the 2020 NHS Staff Survey, the eighteenth annual national survey of NHS staff, were published on 11 March.
Over 1.2 million staff across 280 NHS organisations were invited to take part in the 2020 survey. Over 595,000 staff responded, a response rate of 47.3% (compared to response rates of 48.5% in 2019 and 45.7% in 2018) and more than 25,000 additional responses than in 2019.February 2021
Welcome to this month's PENLetter
Our exclusive newsletter for all of our members where we seek to update you on all of the most up to date, most interesting and most inspiring patient experience news.
The PEN TeamWelcome to our February edition of our Newsletter.
In this edition we have shared some great articles looking at the future – the role of technology and empowerment. There’s an interesting piece around palliative care and one creating a child friendly imaging experience. With blogs and news from our members as well I hope you enjoy this edition.
In case you missed it, we recently launched our Patient Experience Radio where we have featured podcasts from our national awards. So far we’ve had hundreds of downloads and are delighted with the responses. Our most recent editions have looked at:- the success of a children’s takeover challenge in Northamptonshire
- some work in Birmingham providing emotional support for siblings and their families at a time of loss or illness
- the in-patient information and support rounds for patients with cancer in Leicester
- a mobile app for communication between home enterally tube fed patients and home care nurses (which is also this month’s featured case study)
- what art brings to the world of experience in Derby
At only 10 minutes each they are definitely a great listen with so much transferable learning.
We still have places available on our next certified Patient Experience Practitioner Programme on April 19 & 20. Please book your place now to make sure you have your place.
And finally as you may have heard PENNA2020 is postponed – so there is stacks of time to prepare those entries due now for June 8th. You can register now and submit later – details are on our website:
https://patientexperiencenetwork.org/awards/enter-awards/.All the best,
RuthThis Month's Case Study
Nutricia
A Service Evaluation of the Acceptability and Use of a Mobile app for Video Call Communication between Home Enterally Tube Fed Patients and Home Care Nurses.
Winner – Communicating Effectively and Measuring, Reporting and Acting Categories
Contact – Nicola Wayne - nicola.wayne@nutricia.com
Organisation
Nutricia is the largest specialist medical nutrition feed and service provider in Europe and market leader in the UK.
Nutricia Homeward is the service which supports home enterally tube fed (HETF) patients, launched in 1997 the service includes a dedicated team of over 150 Nutricia Homeward Nurses who specialise in enteral nutrition, who support safe and speedy hospital discharges and help prevent tube fed related hospital admissions by providing care in patients homes.
The service also arranges monthly deliveries of prescribed nutritional products and equipment to patients’ homes and a telephone helpline 24 hours a day, 7 days a week. Nutricia Homeward currently looks after more than 29,000 home enterally tube fed patients across the UK.
General Summary
Digital technology is now a normal part of daily life and its use within healthcare is increasing.
As home enterally tube fed (HETF) patients require regular monitoring and support at home, there is a potential for the use of digital solutions.
Therefore a mobile app for communication between HETF patients/carers and Nutricia Homeward Nurses was developed (The Nutricia Homeward App). The aim was to improve and simplify communication, reduce travel time, prevent hospital admissions and outpatient appointments.
The App was designed to be easy to use, available on a variety of mobile devices, secure and GDPR compliant.
Read more here:PENNA UpdatePENNA dates have changed! Why not register now – and then you have until June 8th to complete your submissions. If you have any questions at all, just get in touch – we love to help! And please do put a hold in your diaries for September 13-17th.
This will be a week jam packed full of patient experience brilliance!
Key dates:- 18th June 2021 – Closes for entries
- 9th July 2021 – Shortlist announced
- 13th – 17th September 2021 – Awards Conference and category winners announcements on-line
- 17th September 2021 – Awards Ceremony and overall announcements
Please call 03333 447060 or email awards@patientexperiencenetwork.org to find out more and register.
PEN NewsTo 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. Here is a selection of some of this month's tweets. Ruth Evans MBE at PEN
@PEN_NEWS
Feb 21
In case you missed it: https://mailchi.mp/b9280d315f5c/power-of-storytelling?e=266327cab3… via
@PointofCareFdnExcited to bring Ep 10 of our #pxpodcast on #pxradio to you: https://open.spotify.com/episode/0iHlQxZcSqvSQgs21OpxRU
This focusses on the #takeoverchallenge at @KettGeneral @YHWNorth1 @NGHnhstrust with James Allan, Rachel Lovesy & Esther Stimpson @James_allan_88 @Esta86 @NGHRLovesy
#PEN10 #PENNA2019Ruth Evans MBE at PEN Retweeted
@JanePickard9
Feb 2
Fabulous to see our Information and Support Rounds that won the Cancer Patient Experience Category 2020 appear in the January PENLetter as a case study
@PEN_NEWS @Leic_hospital @UHLfox @MacmillLeics @JaniceBrown9 @heather_leathamGeneral Patient Experience NewsImaging ExperienceTechnology News from Our Members 
At the National Institute for Health Research (NIHR) we involve patients and the public in our decision making processes on research funding and management.
We currently have voluntary opportunities for public members on our national research funding committees. This opportunity may appeal to a wide range of people so we are asking our contacts and network who support health and social care research to please circulate on our behalf.
If you have newsletters, email groups, web pages/forums, social media channels we would be grateful if you could kindly share the advertisement attached (also shown below in a different format)? There are also social media posts on Twitter and Facebook should you be interested in sharing the opportunity in that way.
The webpage for the opportunities can be found here.
Closing date for applications: 15th March
If you have any queries please do not hesitate to get in touch at this email address: netspublic@nihr.ac.uk.Events March Events
A Practical Guide to Human Factors in Healthcare
Friday 12th March 2021
VIRTUAL, Online
“Human factors understanding focuses on optimising human performance through better understanding the behaviour of individuals, their interactions, with each other and with their environment. In health care, it underpins patient safety, offering an integrated approach to quality improvement and clinical excellence.” Health Education London 2020
Aimed at Clinicians and Managers, this national virtual conference will provide a practical guide to human factors in healthcare, and how a human factors approach can improve patient care, quality, process and safety.
Use the code hcuk10 to claim a 10% discount.
For further information and to book your place visit
https://www.healthcareconferencesuk.co.uk/conferences-masterclasses/human-factors-in-healthcare or email nicki@hc-uk.org.uk
Follow the conference on Twitter #HumanFactors
Measuring, Understanding and Acting on Patient Experience Insight - From Insight to Improvement
Tuesday 16th March 2021
VIRTUAL, Online
This conference will focus on measuring, understanding and acting on patient experience insight, and demonstrating responsiveness to that insight to ensure Patient Feedback is translated into quality improvement and assurance. Through national updates and case study presentations the conference will support you to measure, monitor and improve patient experience in your service, and ensure that insight leads to quality improvement. Sessions will include learning from patients, improving patient experience during and beyond Covid-19, a national update, practical sessions focusing on delivering a patient experience based culture, measuring patient experience, using the NHS Improvement National Patient Experience Improvement Framework, demonstrating insight and responsiveness in real time, monitoring and improving staff experience, the role of human factors in improving quality, using patient experience to drive improvement, changing the way we think about patient experience, and learning from excellence in patient experience practice.
Use the code hcuk10 to claim a 10% discount.
For further information and to book your place visit
https://www.healthcareconferencesuk.co.uk/conferences-masterclasses/patient-experience-insight or email kate@hc-uk.org.uk
Follow the conversation on Twitter #PatientExp
April Events
Certified Patient Experience Practitioner Programme
Monday 19th, Tuesday 20th April, 2021
VIRTUAL, Online UK
In partnership with CXSA, we are delighted to announce the first of our certified programmes. This 2 day workshop is for patient experience practitioners and professionals. It explores the what, the why and the how of patient experience.
Having successfully run our first programme, our participants said “I learned a lot from you in the past two days”, “It was the best patient experience workshop I have attended, thank you”, “it was a great event - “I learned so much from you”
We have places available and the fees are £899 to take part (discounted for on-line delivery)
For more information or to book your place please contact us on info@patientexperiencenetwork.org or +44 (0) 3333 44 7060 .
Deteriorating Patient Summit
Tuesday 20th April, 2021
VIRTUAL, Online UK
Chaired by Professor Derek Bell OBE, Professor of Acute Medicine, Imperial College London and Immediate Past President, Royal College of Physicians of Edinburgh, this conference focuses on recognising and responding to the deteriorating patient and ensuring best practice in the use of NEWS2. There will be a focus on recognising and responding to deteriorating patients with Covid-19.
This conference will enable you to:
• Network with colleagues who are working to improve the recognition and management of deteriorating patients
• Learn from outstanding practice in improving care for deteriorating patients
• Implement the recommendations from the HSIB Investigation into responding to critically unwell patients
• Reflect on national developments and learning including latest evidence on effective implementation of NEWS2 in patients with Covid-19
• Understand the practicalities of involving patients and their families in the recognition of deterioration
• Develop your skills in identifying deteriorating patients including those with Covid-19
• Understand what success factors facilitate escalation of care and how can these be applied more reliably
• Ensure effective implementation of NEWS2
• Understand how to work with clinical teams to create a language and spread this across the whole health system
• Self assess, reflect and expand your skills in the management of sepsis, and communicating the risks to patients who have recovered from Covid-19
• Gain CPD accreditation points contributing to professional development and revalidation evidence
For more information visit: https://www.healthcareconferencesuk.co.uk/virtual-online-courses/deteriorating-patient-summit or email kerry@hc-uk.org.uk
Follow on Twitter @HCUK_Clare #deterioratingpatientHuman Factors in Your work and Your Team
THURSDAY 22 APR 2021
VIRTUAL, Online
This virtual masterclass, facilitated by Mr Perbinder Grewal, will guide you in how to use Human Factors in your workplace. All medical and non-medical staff should attend.
Leadership in the NHS is the responsibility of all staff. Understanding human factors will allow healthcare to enhance performance, culture and organisation. It can be used to assess why things go wrong and how to implement change to prevent it from happening again or mitigate the risks.
Perbinder Grewal is a Consultant Surgeon. He is a human factors and patient safety trainer. He leads on medical education both locally and nationally. He is a Member of the Faculty of Surgical Trainers at the Royal College of Surgeons of Edinburgh. He has a passion for training and medical education. He is a Module Tutor for the ChM in Vascular Surgery for the University of Edinburgh and Tutor for the ChM in General Surgery for the past 5 years. He has Postgraduate Certificates in Leadership and Coaching.
For further information and to book your place visit
https://www.healthcareconferencesuk.co.uk/conferences-masterclasses/human-factors-workplace or email kerry@hc-uk.org.uk Managing and Supporting Clinicians/Healthcare Professionals Involved in a Patient Safety Incident
TUESDAY 27 APR 2021VIRTUAL, Online
This conference focuses on supporting staff who have been involved in patient safety incidents, or are the subject of complaints or claims. Involvement in an incident, complaint or claim can have severe consequences on staff who may experience a range of reactions including stress, depression, shame and guilt.
This conference will enable you to:- Network with colleagues who are working to support staff following incidents, complaints or claims
- Understand national developments including the requirements in the 2020 Patient Safety Incident Response Framework
- Reflect on how we can better support staff experiencing these issues through Covid-19
- Deliver a just culture that supports consistent, constructive and fair evaluation of the actions of staff involved in patient safety incidents
- Reflect on a healthcare’s professionals personal experience of being the subject of an incident investigation
- Improve immediate support and debriefing when an incident occurs
- Develop your skills in providing the staff member involved in a patient safety incident specific individual support or intervention to work safely
- Understand how you can improve processes for ensuring candour and supporting staff
- Identify key strategies for interviewing staff and taking statements and preparing staff for Coroner’s Inquests
- Ensure you are up to date with the latest developments in psychological support for staff including building resilience
- Self assess and reflect on your own practice
- Gain CPD accreditation points contributing to professional development and revalidation evidence
For further information and to book your place visit
https://www.healthcareconferencesuk.co.uk/conferences-masterclasses/patient-safety-incident-complaint-claim or email kate@hc-uk.org.uk
Follow the conversation on Twitter #SupportingClinician
Leading and Improving Outpatient Services During & Beyond Covid-19
THURSDAY 29 APR 2021
VIRTUAL, Online
This national conference aims to bring together leaders of outpatient services to focus on leading and improving outpatient services through the Covid-19 pandemic. The conference opens with national updates and good practice case studies of how we can transform outpatients for patients during Covid-19, meeting the demand following the lockdown period, and ensuring outpatients are covid safe for those who are attending both in person and virtually.
The conference continues with an extended in depth masterclass which will contact interactive group work focusing on Improving capacity, access, patient flow and waiting times in outpatient services. The conference will also assess the impact of the pandemic on the future of outpatients and moving towards a ‘New Normal’.
https://www.healthcareconferencesuk.co.uk/conferences-masterclasses/leading-improving-outpatient-services-covid-19 or email kate@hc-uk.org.uk
Follow on Twitter @HCUK_Clare #Outpatients
Prehabilitation: Principles & Practice for Supporting Patients to Get Fit For Surgery/Treatment
WEDNESDAY 28 APR 2021
VIRTUAL, Online
This conference focuses on Prehabilitation – Principles and Practice, and will provide a practical guide to delivering an effective prehabilitation programme, ensuring patients are fit for surgery or treatment. This is even more important in light of the Covid-19 pandemic and lockdowns which have had a negative effect on many individual’s health and fitness levels. The conference will look at preoperative optimisation of patients fitness and wellbeing through exercise, nutrition and psychological support. The conference will use case studies from cancer treatment, and getting patients fit for surgery to demonstrate the benefits in terms of outcomes and patient care.
For further information and to book your place visit https://www.healthcareconferencesuk.co.uk/conferences-masterclasses/prehabilitation-fit-for-surgery-treatment-manc or email kate@hc-uk.org.uk
Follow the conference on Twitter #Prehabilitation
PENNA Dates
Friday 18th June 2021 – Closes for entries
Friday 9th July 2021 – Shortlist announced
Monday 13th – Friday 17th September 2021 – Awards Conference and category winners announcements on-line
Friday 17th September 2021 – Awards Ceremony and overall announcements
All details can be found on our website: https://patientexperiencenetwork.org/awards/enter-awards/
If you would like to speak to one of the team they can be reached on:
03333 447060 or awards@patientexperiencenetwork.orgThis Month's ArticleResearchers at Liverpool John Moores University and Liverpool Heart and Chest Hospital (LHCH) have been looking at the difference between doctors’ perceptions of heart patients’ quality of life and the patient’s own ratings.
Using ‘Patient Reported Outcome Measures’ (or PROMs for short), they discovered that patients and physicians often report the patients’ angina burden at clearly different levels.
The summary of the research below, by LHCH researcher Ian Kemp, explores how the development of user-friendly PROMs could help transform healthcare by enabling doctors to have a more comprehensive understanding of the patient and a genuine acknowledgement of their voice during consultations.
About PROMs
Patient reported outcome measures (PROMs) could help transform healthcare according to Professor Nick Black (1). PROMs seek to establish patients’ views, symptoms, functional status and health related quality of life. PROMs can measure the degree to which a condition affects their day to day functioning and broad quality of life (QoL). Some doctors have adopted PROMs to enhance patient management but all too often PROMs data is used to compare outcomes achieved by different healthcare providers. Griggs et al (2) comment the potential of PROMs is a roadmap to restructure the clinical encounter by gathering information that is meaningful to the patient and prioritising clinical information and care needs. They conclude by saying if physicians embrace the opportunities that are presented by PROMs, the dual goals of value-based and patient-centred care can be achieved.
Spertus reports that even a standard and rapid physician assessment of heart failure burden / status / symptoms -, the New York Heart Association (NYHA) is seldom completed for each and every outpatient visit (3). Physicians tended to rely on their own assessment of their patient health status. In one study 2,252 men with prostate cancer and their physicians, researchers compared patient’s assessment of their QoL with their physicians’ assessment. 74.5% of patients reported fatigue but only 10% of their physicians believed that the patient experienced this symptom.
What if there was a significant difference between a physician’s assessment of key clinical outcomes and their patient’s own assessment of their quality of life? One example of this potential chasm is the effect of erectile dysfunction on quality of life following a procedure treating prostate cancer. An early treatment for suspected prostate cancer was nerve-sparing radical prostatectomy (NP). The NP procedure was intended to treat cancer found outside the prostate and the surgeon aims to avoid nerves that are involved in erections. A frequent need to urinate was a common side-effect of this type of intervention. Following surgery there was less urgency in urination and the cancer was removed. However, a side-effect reported in between 32% to 38% of patients was erectile dysfunction but this increased to 60% - 70% in community-based surgical series (4). Penson points out that patients may value sexual function so highly they are willing to choose a therapy that offers a shorter life-expectancy (4).
What Did I Do?
I investigated the difference of opinion between physicians and their patients in describing the patient’s angina burden. Angina is chest pain experienced on exertion. The full report was published in 2019 I used a large dataset from a randomised clinical trial called Stent or Surgery (SoS) (6). The 988 patients in the SoS trial were undergoing revascularisation of coronary arteries. These procedures are performed to ease the burden of angina by improving blood flow through the arteries supplying the heart with blood. As part of SoS, patients completed a PROM which included a short questionnaire including a question using the Canadian Cardiovascular Society (CCS) grading. This assesses the angina burden and grades it to between one to four, with four being the worst symptoms. A zero indicates no angina. In the SoS trial patients completed the CCS at baseline (before their procedure) and again at twelve-months. Their physician also recorded a CCS grade to assess their patient’s angina burden at the same time-points. I was then able to compare pairs of CCS grades at baseline and again at twelve months.
What Did I Find?
One method of reporting the differences was to subtract the patient’s CCS score from the score provided by their clinician. As each person’s score can be between zero and four, the range for the difference is between minus four and plus four. When plotting the results in a histogram (Figure 1), a plus score indicates the clinician scores higher than the patient and a minus score the reverse.
What this histogram shows is that at baseline approximately a third of patients and their physicians are in agreement (a difference of zero). About a third of physicians (37.8%) score higher than patients and a quarter (25.9%) score lower. Remember, this score is prior to the patient’s procedure when angina pain had not been treated. At twelve months the position was quite different. Although more than half of patients and their physicians agreed (56.3%), just 8% of physicians scored higher than their patients, and 35.7% scored lower. Similar shape histograms were found when comparing male and female patients and by dichotomising patient age to below 65 or 65 and older.
What this shows is that there is a clear difference in the reporting of patients’ angina burden between physicians and their patients.
The findings were even more stark when I examined only those patients who were reported as angina free (a CCS score of zero) at baseline and twelve-months (Figure 2). Just one physician reported a patient to be angina free at baseline (0.1%) but at twelve-months, physicians reported 72% of patients to be angina free. By contrast, 7.7% of patients reported themselves angina free at baseline and 50.6% at twelve-months.
Why Is It Important?
PROMs are attempts to measure quality of life. This presents several problems. What exactly is ‘quality of life’? It is easy to measure procedures performed, prescriptions written or mortality rates. These measures are quantitative and can be costed, but could be said to be intermediate outputs (7). These intermediate values are not valued in their own right by patients, but on the effect on their health. The National Health Service (NHS) is not just about dealing with pathology but also in promoting health for individuals and society in general.
Spertus suggested the use of the vowels for PROMs; they need to be Actionable, Efficient, Interpretable, Obligatory and User-friendly (3). To be actionable the physician must be aware of the PROM data and be prepared to take the data into account in treatment decisions. In the example I have given in Figure 1, the angina burden reported was different between the physician and their patient. Would the treatment be different if the clinician were aware of this?
If a PROM is efficient it can provide rapid and easy to understand data to the physician in a busy consultation, freeing up time. A PROM should be interpretable by a busy physician, and this presents a significant challenge. A scale of 0-100 does not carry the same clinical significance as, say, a systolic blood pressure of 210. A means of associating a PROM figure with prognostic outcome needs to be developed. Making PROMs obligatory already happens in a few instances, for example for hip and knee surgery. However, these data tend to be used at a strategic level, rather than during consultations with individual patients. If PROMs data was linked to a financial incentive that may change their use at local, patient consultation level. Making a PROM user-friendly is a further challenge. I know from my work that to convert an individual PROM into a numeric value requires several stages and will include dealing with missing values. This is best dealt with by a computer programme.
Finally, I suggest there is one significant obstacle to the day-to-day inclusion of PROMs data in clinical practice. Dealing with this obstacle could lead to a more comprehensive understanding of the patient and a genuine acknowledgement of their voice. This final obstacle is changing the culture amongst clinicians and NHS managers. To what extent are physicians, surgeons, managers and other paramedics prepared to relinquish the power of having sole responsibility and accountability for patient care? This could determine the creating of a truly authentic collaboration between healthcare provider and patient. This demands a new kind of understanding of the difference between clinical outcomes and the patient’s own assessment of their QoL.
We could all do with remembering the famous quote from Dr William Osler (1849 – 1919) who said “Listen to your patient” “He’s telling you the diagnosis” (8).
If you would like to know more about the PROMs study, please contact Professor Paulo Lisboa, School of Computer Science and Mathematics: P.J.Lisboa@ljmu.ac.uk
You can find the research report findings published in International Journal of Cardiology, 293. 25 - 31 (2019): Kemp, I, Appleby, C, Lane, S, Lisboa, P and Stables, RH: A comparison of angina symptoms reported by clinicians and patients, pre and post revascularisation: Insights from the Stent or Surgery Trial.
- Black N. Patient reported outcome measures could help transform healthcare. BMJ. 2013;346:f167.
- Griggs CL, Schneider JC, Kazis LE, Ryan CM. Patient-reported Outcome Measures: A Stethoscope for the Patient History. Ann Surg. 2017;265(6):1066-7.
- Spertus J. Barriers to the use of patient-reported outcomes in clinical care. Circ Cardiovasc Qual Outcomes. 2014;7(1):2-4.
- Penson DF. The effect of erectile dysfunction on quality of life following treatment for localized prostate cancer. Rev Urol. 2001;3(3):113-9.
- Kemp I, Appleby C, Lane S, Lisboa P, Stables RH. A comparison of angina symptoms reported by clinicians and patients, pre and post revascularisation: Insights from the Stent or Surgery Trial. Int J Cardiol. 2019;293:25-31.
- So SI. Coronary artery bypass surgery versus percutaneous coronary intervention with stent implantation in patients with multivessel coronary artery disease (the Stent or Surgery trial): a randomised controlled trial. Lancet. 2002;360(9338):965-70.
- Devlin NAJ. Getting the Most Out Of PROMs. The Kings Fund; 2010. Report No.: ISBN: 978 1 85717 591 2.
- Schwarcz J. Would Osler stand by his famous quote today? : McGill University; 2017 [Available from: https://www.mcgill.ca/oss/article/controversial-science-health-history-news/would-osler-stand-his-famous-quote-today
In Case You Missed ItWelcome to this month's PENLetter
Our exclusive newsletter for all of our members where we seek to update you on all of the most up to date, most interesting and most inspiring patient experience news.
The PEN TeamWelcome to our January edition of our Newsletter.
Welcome to this month’s newsletter – the first of 2021!
We have the latest on our PEN National Awards and confirm the new dates. We also share two exciting blogs – one from our student, Henry, with his latest experiences, and one from Richard Littledale about the Fiona Littledale award winner.
As is usual at this time of year there are many articles about top tips for the coming year, or reviews of the past year. We have chosen just a few to share with you.
In this edition we have included a couple of really interesting news items from the 'Nursing Times' about patient centred quality improvement and using patient experience feedback to improve care. Both are practical and accessible articles with some great tips for success.
As usual we also feature our case study of the month – this month it's University Hospitals of Leicester NHS Trust, In partnership with NHS England Cancer Collaborative and LLR Alliance
In-Patient Support and Information Rounds
And of course we now also have our weekly #PXpodcast on #PXRadio:
https://open.spotify.com/show/03gNZ8e4NXgVAp7yltyaup
So far this month we have issued two – one looking at the important impact of art on the patient experience and one looking at launching a mobile app for video call with nurses. Both are packed with useful ideas to take back to your organisations.
All the best,
RuthThis Month's Case Study
University Hospitals of Leicester NHS Trust
In partnership with NHS England Cancer Collaborative and LLR Alliance
In-Patient Support and Information Rounds
Winner – CPES (Cancer Patient Experience Survey) Category
Contact: Janice Brown - janice.brown@uhl-tr.nhs.uk
Organisation
University Hospitals of Leicester are a large teaching hospital base across three sites with many specialist areas or expertise. It employs 15000 staff. We are based in caring for cancer patients.
General Summary
This initiative is part of a National Cancer collaborative initiative to provide in-patients with cancer to have the opportunity to discuss their worries and fears with staff. The initiative involves an information and support mobile outreach team to visit patients on the wards to offer them the opportunity to help themselves to written information from the trolley, and /or have the opportunity for a one-to-one conversation surrounding any worries and fears they may have. The team have identified the need for the service by looking at the National Cancer Patient Experience Survey (NCPES) which has for the past three years identified a 5% below the national average in our survey results for this concern. We have a involved a patient representative and a volunteer with lived experience of cancer services.
We have used data collection, PDSA cycles of change and an overarching driver diagram to implement the initiative. Team relationships have been built with ward staff as well and they have had training and education as part of the initiative. The initiative has been evaluated positively by patients and it is aimed to be rolled out to a wider area in the next few months.Read more here:PENNA UpdateAs you may have seen we have taken the decision to delay this year’s PEN National Awards. The new dates are as follows:
18th June 2021 – Closes for entries
9th July 2021 – Shortlist announced
13th – 17th September 2021 – Awards Conference and category winners announcements on-line
17th September 2021 – Awards Ceremony and overall announcements
All details can be found on our website: https://patientexperiencenetwork.org/awards/enter-awards/
If you would like to speak to one of the team they can be reached on:
03333 447060 or awards@patientexperiencenetwork.orgPEN NewsTo 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. Here is a selection of some of this month's tweets. Ruth Evans
26th January 2021Ruth Evans MBE at PEN Each day in Jan we're highlighting a category of the PEN National Awards. We team up with
@LJMUNursing
here, recognising student generated projects designed to improve patient or service user experience. Find out more & enter here http://bit.ly/PENNA20 #PENNA2020 #PatExpRuth Evans
24th January 2021Catching up on my news today :) and this is definitely worth reading! So many useful tips...Testing a toolkit that uses patient experience feedback to improve care https://nursingtimes.net/clinical-archive/patient-experience/testing-a-toolkit-that-uses-patient-experience-feedback-to-improve-care-14-12-2020/… via
@NursingTimes
Testing a toolkit that uses patient experience feedback to improve care
Abstract Listening and responding to patients is essential but healthcare organisations struggle...
nursingtimes.netRuth Evans
24th January 2021
This article really made me stop and think... what are we doing to address this? How can we truly challenge ourselves here, as unconscious bias can no longer be an acceptable excuse? 1 in 5 Patients Report Discrimination in Healthcare Experiences
1 in 5 Patients Report Discrimination in Healthcare Experiences
A new JAMA Network Open study revealed that a least a fifth of patients report discrimination during the healthcare experience, with three-quarters of those experiences relating to race and ethnicity.
patientengagementhit.comGeneral Patient Experience NewsTechnology/Digital News Dentistry News Events March Events
A Practical Guide to Human Factors in Healthcare
Friday 12th March 2021
VIRTUAL, Online
“Human factors understanding focuses on optimising human performance through better understanding the behaviour of individuals, their interactions, with each other and with their environment. In health care, it underpins patient safety, offering an integrated approach to quality improvement and clinical excellence.” Health Education London 2020
Aimed at Clinicians and Managers, this national virtual conference will provide a practical guide to human factors in healthcare, and how a human factors approach can improve patient care, quality, process and safety.
Use the code hcuk10 to claim a 10% discount.
For further information and to book your place visit
https://www.healthcareconferencesuk.co.uk/conferences-masterclasses/human-factors-in-healthcare or email nicki@hc-uk.org.uk
Follow the conference on Twitter #HumanFactors
Measuring, Understanding and Acting on Patient Experience Insight - From Insight to Improvement
Tuesday 16th March 2021
VIRTUAL, Online
This conference will focus on measuring, understanding and acting on patient experience insight, and demonstrating responsiveness to that insight to ensure Patient Feedback is translated into quality improvement and assurance. Through national updates and case study presentations the conference will support you to measure, monitor and improve patient experience in your service, and ensure that insight leads to quality improvement. Sessions will include learning from patients, improving patient experience during and beyond Covid-19, a national update, practical sessions focusing on delivering a patient experience based culture, measuring patient experience, using the NHS Improvement National Patient Experience Improvement Framework, demonstrating insight and responsiveness in real time, monitoring and improving staff experience, the role of human factors in improving quality, using patient experience to drive improvement, changing the way we think about patient experience, and learning from excellence in patient experience practice.
Use the code hcuk10 to claim a 10% discount.
For further information and to book your place visit
https://www.healthcareconferencesuk.co.uk/conferences-masterclasses/patient-experience-insight or email kate@hc-uk.org.uk
Follow the conversation on Twitter #PatientExp
April Events
Certified Patient Experience Practitioner Programme
Monday 19th, Tuesday 20th April, 2021
VIRTUAL, Online UK
In partnership with CXSA, we are delighted to announce the first of our certified programmes. This 2 day workshop is for patient experience practitioners and professionals. It explores the what, the why and the how of patient experience. Having successfully run our first programme, our participants said “I learned a lot from you in the past two days”, “It was the best patient experience workshop I have attended, thank you”, “it was a great event - “I learned so much from you”
We have places available and the fees are £1199 to take part. For more information or to book your place please contact us on info@patientexperiencenetwork.org or +44 (0) 3333 44 7060 .
PENNA Dates
Friday 18th June 2021 – Closes for entries
Friday 9th July 2021 – Shortlist announced
Monday 13th – Friday 17th September 2021 – Awards Conference and category winners announcements on-line
Friday 17th September 2021 – Awards Ceremony and overall announcements
All details can be found on our website: https://patientexperiencenetwork.org/awards/enter-awards/
If you would like to speak to one of the team they can be reached on:
03333 447060 or awards@patientexperiencenetwork.orgA View from a Youth AmbassadorHENRY'S BLOG 2021
Once again, we are delighted to share the thoughts of Henry, a 17 year old student who wishes
to study Medicine.
This month we were invited to listen to a consultant paediatrician on what their 'day-in/day-out' practice was. This I found intriguing as I have spent my fair share of time in hospital with various illness and injuries and have met many a paediatrician, the good and the bad. We listened to what he had to say with regards to every patient being a new personality as working with children and young people could be a very fluid and changing job. He talked to us further on the highs and the lows of treating and helping children and young people. He told us of some of the various cases he’d had and having been asked a question about attachment to specific patients he told us that it was easy to become close with both a long term patient and their family, and that it can be quite hard if something bad happens to them. In that case he has to put a professional face on and ‘deal with it’ as it were, but that it’s also very exciting to see the growth and development of children into young adults where they may leave his care.
After this talk, we briefly discussed the development of our charter for the Children’s Centre, which was coming along nicely. We are looking forward to being shown a few samples of them at our next meeting to discuss which are our preferred options. Sadly, the meeting was cut slightly short as one of the staff who was due to update us more in depth on the development was unable to join the meeting. It demonstrated how difficult things are in the NHS at present and how we all need to be flexible and accommodating – I’m sure that’s a trait I will need to fully develop as I progress with my studies.#PatExp BlogsThis month's blog is from Richard Littledale featuring last year’s Fiona Littledale award winner The Haematology Nursing Team at the Royal Chesterfield Hospital, led by Tracey Small.
On September 18th, it was my very great pleasure to attend the final online session of the PENNA awards, together with my son. The Fiona Littledale Award, currently in its second year, is given to those involved in oncology care who demonstrate outstanding commitment to continuing education and innovation in their particular field. The Haematology Nursing Team at the Royal Chesterfield Hospital, led by Tracey Small, are worthy and enthusiastic winners for 2019.
When I spoke to Tracey, I was met with a blend of common sense, compassion and innovation which has driven the team to this point. The key skill though, which surfaced again and again in our conversation, was a flexibility to meet new needs.
Tracey explained that the Haematology Support Group started small, with a few patients at a critical stage who wanted to get a better understanding of their condition. Whilst this was meeting a need – it soon revealed another one. People with blood cancers can get very sick very quickly – and so the team felt that it would be better to provide support further back down the line. Out of this a programme of education was born, to which patients and carers were warmly invited. Experts of every kind came to share their insight, on everything from transfusions and chemotherapy to the psychological impact of the cancer. Whilst this programme was well received by those who attended, it could not meet the needs of some.
Tracey and the team realised that for some people a support group, meeting in a physical space together, simply was not appropriate. Some were too shy or too vulnerable to attend. For others, the logistics of getting to such a meeting, alongside their other appointments, were simply too great. It was time for another flexible adaptation, and the Buddy Scheme was born. Tracey and the team are now able to match new patients with others who have been through the treatment ahead of them if they would find it helpful. Their allocated Buddy can stay in regular contact with them, providing reassurance, help and guidance. All new patients get a leaflet about the Buddy Scheme in their diagnosis pack, and many are taking up the offer.
Within the restrictions of the current pandemic, the Buddy Scheme is perfect. The support which it provides can be provided remotely by phone, email, or even card and letter. A scheme born in the hospital is now finding its way out into homes and lives in a way entirely unaffected by physical restrictions. It is an idea which has found its perfect time. That said, the team are already looking to see if there are other, new ways in which they can offer support…
Just one week after the award was made, the team were proudly sporting their Fiona Fund badges on their lanyards. One week after that, a new laptop arrived for their training programme, funded by the Award. This means that the team can continue their professional development online even when they cannot travel into the hospital. ‘It has been a game-changer for us’, said Tracey.
I suspect that the Haematology Nursing Team have been game-changers for many, many people and I could not be more delighted to have the Fiona Littledale Award associated with them.
Richard Littledale, November 2020In Case You Missed ItNew Year Interim 2021
HAPPY NEW YEAR!
Welcome to our first newsletter of the year. This is an abridged edition; please be reassured we will be continuing to issue our newsletters on a monthly basis. These will feature our case study of the month and all the latest news, so please keep you eyes open for the full January edition due soon.
If you have news to share please let us know!
The PEN TeamSince we last wrote to you we have issued further #PXpodcasts, with others due over the coming weeks!
Each week on Patient Experience Radio we focus on a different case study. As each one is just 10-15 minutes we hope you will be able to find time to listen to them. And please do share - there are some amazing and practical ideas of things that are working to improve the patient experience.
We are also taking bookings for our new certified Patient Experience Practitioner programme. Dates for forthcoming workshops are 25th/26th Jan (Middle East) and 10th/11th Feb (UK). Let us know if you wish to book a place.
And finally please see below for the latest news about our National Awards - there is still time to enter!
All the best
RuthAre you a champion of improvement? Do you and your team work tirelessly to ensure the continuous advancement of the experience of patient care? Have you been working on a project that the rest of the country absolutely need to know about?
The PEN National Awards are the first patient experience awards in the UK, celebrating the delivery of outstanding patient experience by those involved in the health and social care industry.
Although we normally like to celebrate in person, last year’s awards went virtual and we will be sharing best practice and celebrating your achievements online again this year. The awards conference will take place 19th – 22nd April 2021, and the final overall awards ceremony will be held on 29th April.
All entrants are invited to join us for as many sessions as they can across the entire week, and every shortlisted finalist will have the opportunity to present their project to our audience.
There is an astonishing 22 different awards categories available to enter this year, covering all aspects of patient experience, so whatever it is you’ve been working on, we have a home for you at this year’s PEN National Awards. Click here to see all the categories.
Over the past 10 years, we have been fortunate enough to celebrate the absolute best in patient experience and after a tremendously challenging year, we strongly believe that your work and projects need to be shouted about, shared and celebrated more than ever before! We know this is still a very busy time for all our colleagues in the health sector but we urge you to take step back and acknowledge what you have achieved over the past 12 months!
Past participants tell us that winning one of these prestigious awards has brought great benefits for both them and their organisation, and simply taking part can be extremely fulfilling.
The deadline for submissions is 29th January 2021 so you still have plenty of time to enter your project and you can click here to find out more.
Please call 03333 447060 or email awards@patientexperiencenetwork.org to find out more and register now!
Key dates are as follows:29th January 2021 – Close for entries26th February 2021 – Shortlist announced19th – 22nd April 2021 – Awards Conference on-line29th April 2021 – Awards Ceremony and overall announcementsEvents January Events
Effective Operating Theatres Improving Quality, Safety, Productivity and Patient Experience
15th January 2021, Holborn Bars De Vere, London
Effective Operating Theatres Summit: Improving Quality, Safety, Productivity and Patient Experience
20% Discount with code HCUK20KH
Certified Patient Experience Practitioner Programme
25th and 26th January, 2021 – virtual, online Middle East
In partnership with CXSA, we are delighted to announce the first of our certified programmes. This 2 day workshop is for patient experience practitioners and professionals. It explores the what, the why and the how of patient experience. Having successfully run our first programme, our participants said “I learned a lot from you in the past two days”, “It was the best patient experience workshop I have attended, thank you”, “it was a great event - “I learned so much from you”
We have places available and the fees are £1199 to take part. For more information or to book your place please contact us on info@patientexperiencenetwork.org or +44 (0) 3333 44 7060
February Events
Certified Patient Experience Practitioner Programme
10th and 11th February, 2021 – virtual, online UK
In partnership with CXSA, we are delighted to announce the first of our certified programmes. This 2 day workshop is for patient experience practitioners and professionals. It explores the what, the why and the how of patient experience. Having successfully run our first programme, our participants said “I learned a lot from you in the past two days”, “It was the best patient experience workshop I have attended, thank you”, “it was a great event - “I learned so much from you”
We have places available and the fees are £1199 to take part. For more information or to book your place please contact us on info@patientexperiencenetwork.org or +44 (0) 3333 44 7060 -
November 2020
Welcome to this month's PENLetter
Our exclusive newsletter for all of our members where we seek to update you on all of the most up to date, most interesting and most inspiring patient experience news.
The PEN TeamWelcome to our November edition of our Newsletter.
We’ve been busy this month – with two brand new initiatives, PENNA2020 going live AND a new website... it’s all happening here!
Our #PXpodcasts are we believe a first in the UK – where we focus on the good work being done to improve the experience. We feature a new podcast each week on Patient Experience Radio. Just 10-15 minutes each – something inspiring to listen to while travelling to work, on a run/walk or simply having a relaxing break!
We have certified our first ever Patient Experience Practitioners this month and look forward to accrediting future patient experience professionals through our new programmes.
#PENNA2020 is now live – we are streamlining and simplifying as we know life is complicated enough. If you are planning to take part to be recognised for some of the amazing work you are doing then please contact us: 03333 447060 or email awards@patientexperiencenetwork.org.
All the best
RuthChristmas Opening HoursPlease note we close for Christmas 6pm Wednesday December 23rd and re-open 8am Monday 4th January 2021.This Month's Case Study
Surrey Heartlands Health and Care Partnership
(in partnership with UCL Collaborative Centre for Inclusion Health)
Using Animation as a Medium to Help Clinicians Understand the Secondary Healthcare Experiences of Prisoners
PENNA2019 – Winner (Integration and Continuity of Care and Using Insight for Improvement (Access sub-category))
Contact: Rich Stockley - rich.stockley@nhs.net
Organisation
Surrey Heartlands is a partnership of health and care organisations working together – with staff, patients, their carers, families and members of the public – to transform local services and support people to live healthier lives.
Together we are known as an ‘Integrated Care System’ – partnerships where health organisations, the local authorities and others take a collective responsibility for improving the health of the local population, managing resources (including money) and making sure services are high quality.
Surrey Heartlands covers the majority of Surrey; those areas currently looked after by East Surrey, Surrey Downs, North West Surrey and Guildford and Waverley Clinical Commissioning Groups but the partnership also encompasses all local NHS organisations and Surrey County Council.
General Summary
Hospital staff are often unaware of issues faced by prisoners in accessing secondary care. Once explained they typically consider changes to their practice and services to make them more inclusive. Educating staff and clinicians about the issues faced by prisoners is difficult because of work pressures and negative preconceptions.
In creating a tool to help others understand these issues, we conducted qualitative research with male and female prisoners in five prisons in the South-East including one that holds only adult male foreign nationals. The research sought to understand offender experiences of accessing secondary care while incarcerated and a thematic analysis of the data was undertaken to understand common themes and issues.
In partnership with an animation company, themes were turned into a five-minute animation exploring issues uncovered by the research and more effectively transferring this knowledge to secondary care staff and clinicians. The film is being used to support the transfer of this knowledge to trusts and a full evaluation is taking place in February and March 2020. The audio used in the animation is the real voices of prisoners collected as part of the research.
Read more here:We are open for registrations and, if you are ahead of the game, submissions! Key dates are as follows:
30th October – Open for entries29th January 2021 – Close for entries26th February 2021 – Shortlist announced19th – 22nd April 2021 – Awards Conference on-line29th April 2021 – Awards Ceremony and overall announcements
We have a range of categories as listed below – if you are uncertain which category is right for you then just get in touch with the team and they will be able to help you. There will be one for you! Please do forward to your colleagues as we want to make sure we cover as many examples of brilliant work as we can this year. We know it has been difficult, but we also know there have been some amazing initiatives to improve the experience and we also know it as important as ever to recognise and thank our colleagues who have continued to work so hard.
General Categories 1 Commissioning for Patient Experience 2 Strengthening the Foundation 3 Support for Caregivers, Friends, and Family 4 Measuring, Reporting and Acting 5 Using Insight for Improvement 6 Communicating Effectively with Patients and Families 7 Integration and Continuity of Care 8 Personalisation of Care 9 Environment of Care 10 Staff Engagement/ Improving Staff Experience 11 Including Social Care to Improve the Experience 12 Partnership Working to Improve the Experience 13 Innovative Use of Technology/Social/Digital Media 14 Turning it Around 15 Engaging and Championing the Public 16 Patient Experience Team of the Year (including complaints and PALs) 17 CPES Award Individual Categories 18 Patient Experience Advocate of Tomorrow 19 Patient Experience Transformer of Tomorrow 20 Patient Experience Professional of the Year (including complaints and PALs) 21 Patient Experience Manager of the Year (including complaints and PALs) 22 Fiona Littledale Award Click here to download a Full Category Listing.
Thank you to everyone who has contributed to the evaluation of #PENNA2019 – we are compiling our report and have some great ideas for further improvement – but overall you told us it worked well – thank youPEN NewsTo 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. Here is a selection of some of this month's tweets. Ruth Evans MBE at PEN
Nov 26th
I am doing an evaluation of #PENNA2019 & have been revisiting the amazing photos people kindly shared - so much care, attention, planning AND PRIDE was put into these displays- here is the link so you can have a taste of their fabulousness! https://www.facebook.com/media/set?vanity=patientexperiencenetwork&set=a.2742407022638222
#youarefabulousRuth Evans MBE at PEN
@PEN_NEWS
Nov 24th
In case you missed it we are about to launch a new series of #PXpodcasts on our NEW channel #PXradio. https://open.spotify.com/episode/19hvXmxXo8upugWVO51jpu… please do RT and help us spread the word. I have just been listening to our first episode due out SOON, and it's a "good 'un"! #letstalkexperienceRuth Evans MBE at PEN
@PEN_NEWS
Nov 17th
We are so pleased to confirm the report & journey map that were developed with@NHSEngland
as part of our work with the #100voices #eyeswise campaign to improve the #patexp for people with visual impairment are now on our website: https://patientexperiencenetwork.org/resources/reports/https://patientexperiencenetwork.org/wp-content/uploads/2020/11/NHS-England-Eyeswise-100-Voices-final-report-FINAL-Oct2020.pdf… & https://patientexperiencenetwork.org/wp-content/uploads/2020/11/100-Voices-JourneyMap-FINAL.jpgNEW Patient Experience Radio - PXpodcastWe know how powerful the spoken word is, so we have transformed our best practice into 15 minute podcasts. We were delighted to share our first ever Patient Experience podcast on Patient Experience Radio last week. A series of 10-15 minute podcasts, sharing work being done to improve the patient experience, we believe this is a first in the UK.
In our inaugural episode, we showcase the incredible #Rehablegend, with Kate Tantam, University Hospitals Plymouth NHS Trust . Overall winner of PENNA2019 and a great example of improving the experience in ICU.
Whether you are working in this area or not we are sure there will be some messages to take away. Each week we will feature other examples of great practice: https://open.spotify.com/episode/18o6JO2PbOkFLcHJgRGrTs?si=A3REdYLDSDur6oiOt2pH7QNEW Patient Experience AccreditationWe have been busy running and accrediting our first ever Patient Experience Practitioners. One participant commented “This course comes highly recommended from me!! Two days of excellent course content by 4 very knowledgeable speakers”
We are running two more course in the new year, with the UK one planned for 10th 11th February.
To find out more please go to our website or contact us on 03333 447060 or email info@patientexperiencenetwork.orgNews from our Members and Partners
The NHS Staff Feedback Hub needs you!
In addition to the annual NHS Staff Survey, there is also the opportunity for NHS staff in all job roles, across the service, to join an online community and provide regular feedback and comment directly to the leaders of the NHS.
This remains an extraordinary and challenging time for the NHS. Teams across the NHS are trying to resume normal services and prepare for winter while remaining vigilant about controlling the coronavirus. NHS England and NHS Improvement would love to hear from a wide range of people working in the NHS on a regular basis so that it can understand what the issues are and how best to support our NHS people.
You can feedback about your experiences and concerns and help test ideas so that NHS England and NHS Improvement can provide the best support it can to you and make the best decisions for the NHS.
You can register now on the NHS Staff Feedback Hub and start giving your feedback straight away. You will be able to;- Tell the people running the NHS about any issues you are experiencing at work, and any concerns or worries, so that they can understand what it’s like to work in the NHS right now
- Give the perspective of your particular role in the NHS – whether you work as nurse, doctor, manager, porter, and so on – to help us understand what matters to different staff groups
- Inform national policy thinking by engaging in discussions about the different parts of the NHS, such as general practice, dentistry, emergency services, and so on
- Give your thoughts on NHS communications campaigns so that we can best reach patients, the public and staff with the messages that matter
- Share your story of what it’s really like working in the NHS by writing a personal journal about your experiences
The hub is private and anonymous and run by Ipsos MORI, the independent research organisation and it is available to anyone working in the NHS.
Updates on this week's mental health survey results
Click here
Here is the latest blog from our member Cemplicity: “How do PREMs and PROMs work together?”
https://www.cemplicity.com/blog/how-do-prems-and-proms-work-together/
Events December Events
Certified Patient Experience Practitioner Programme
1st and 2nd December, 2020 – virtual, online
In partnership with CXSA, we are delighted to announce the first of our certified programmes. This 2 day workshop is for patient experience practitioners and professionals. It explores the what, the why and the how of patient experience. Having successfully run our first programme last week, our participants said “I learned a lot in the past two days”, “It was the best patient experience workshop I have attended, thank you”, “It was a great event - I learned so much from you”
We are planning our next workshop on 1st and 2nd December. We have places available and the fees are £1199 to take part. For more information or to book your place please contact us on info@patientexperiencenetwork.org or +44 (0) 3333 44 7060
Setting Up and Running Virtual Clinics
4th December 2020
Setting Up And Running Virtual Clinics
FRIDAY 4 DEC 2020, VIRTUAL, Online
20% Discount with code HCUK20KH
Making the Most of Video Group Clinics in Outpatients
Tuesday 15th Dec 12:30-13:30
To sign up, go to: https://bit.ly/32jHNoe
About this Event
Join this one-hour webinar as we discuss the value of video group clinics as part of outpatient transformation, and how this remote way to review and support your patients is helping to create time and build service resilience through person centred digital transformation. At this webinar, you will hear from clinicians who have made the change and learn:- How video group clinics improve access and support patients’ wellbeing
- Realise up to 80% clinician time efficiency gains (review 6-8 patients in 30 minutes)
- Support patient initiated follow up by creating flexible clinic capacity to accommodate flexible follow up
- Maintain planned reviews and assess, despite the challenges of social distancing
- Support retention and flexible home working for clinicians
- Restore joy to practice; reduce lone working and burn out
- Build integrated working and team resilience
January Events
Effective Operating Theatres Improving Quality, Safety, Productivity and Patient Experience
15th January 2021, Holborn Bars De Vere, London
Effective Operating Theatres Summit: Improving Quality, Safety, Productivity and Patient Experience
20% Discount with code HCUK20KH
Certified Patient Experience Practitioner Programme
25th and 26th January, 2021 – virtual, online Middle East
In partnership with CXSA, we are delighted to announce the first of our certified programmes. This 2 day workshop is for patient experience practitioners and professionals. It explores the what, the why and the how of patient experience. Having successfully run our first programme, our participants said “I learned a lot from you in the past two days”, “It was the best patient experience workshop I have attended, thank you”, “it was a great event - “I learned so much from you”
We have places available and the fees are £1199 to take part. For more information or to book your place please contact us on info@patientexperiencenetwork.org or +44 (0) 3333 44 7060
February Events
Certified Patient Experience Practitioner Programme
10th and 11th February, 2021 – virtual, online UK
In partnership with CXSA, we are delighted to announce the first of our certified programmes. This 2 day workshop is for patient experience practitioners and professionals. It explores the what, the why and the how of patient experience. Having successfully run our first programme, our participants said “I learned a lot from you in the past two days”, “It was the best patient experience workshop I have attended, thank you”, “it was a great event - “I learned so much from you”
We have places available and the fees are £1199 to take part. For more information or to book your place please contact us on info@patientexperiencenetwork.org or +44 (0) 3333 44 7060A View from a Youth AmbassadorOnce again, we are delighted to share the thoughts of Henry, a 17 year old student who wishes
to study Medicine.
Over the past two months the youth group has met twice. In the first instance we were walked through the day in the life of an A&E consultant who described their job as being a ‘Jack of All Trades but a Master of None’.
The talk opened my eyes to some different aspects of the medical world which I may have not fully been aware of up until this point. This may have altered the way I look to take my career as the prospect of being of being a first-line medic is exciting to say the least. We then brushed up on what was said in the previous month's meeting by filling in members of the group who may not have been there and finalising some of our ideas. The 'Space' theme still got my vote!
The next meeting we had a month later. We looked at the healthcare charter we could use on entry to the rebranded ‘youth’ centre. We were joined by the children’s team who gave us feedback on our theme ideas and that they had gone down as a success when put to younger and older children.
We looked at examples from other healthcare charters from around the UK, some of which used phrases taken from the UN Convention on the Rights of the Child and others which used simpler wording to portray their message. We concluded that taking bits and pieces of both designs would best suit our charter. We took an aesthetically pleasing colour scheme from one charter and pieced together wording from another to attempt to form something which a child may find easy to read and take some confidence from that the service being provided would be to best suit their wants and needs.
It is great to be involved with other young people to work on improving the facilities for and experience of young people who find themselves visiting a hospital – which is often a daunting prospect in itself.In Case You Missed ItOctober 2020
Welcome to this month's PENLetter
Our exclusive newsletter for all of our members where we seek to update you on all of the most up to date, most interesting and most inspiring patient experience news.
The PEN TeamWelcome to our October edition of our Newsletter.
Welcome to this month’s edition of our newsletter. We have some exciting news to share this month! We have provisional dates for PENNA2020 which we share in our later section on PENNA, and we have just completed our first certification programme for patient experience practitioners – very exciting! As usual we have collated some interesting news from the patient experience world. I hope you enjoy!
All the best
RuthFollowing the success of this year’s awards, we are delighted to announce our plans for PENNA2020.
These dates are provisional, and will be confirmed shortly. In the meantime please start thinking about what you would like to submit and we will be open at the end of the month!
And if you have any questions let us know – we can be reached on info@patientexperiencenetwork.org or +44 (0) 3333 44 7060.30th Oct Open for registrations 29th Jan Close for entries 26th Feb Shortlist announced 19th – 22nd April PENNA week – finalist presentations 29th April PENNA overall winners
‘Messages to Those Who Cared for You’
Hot on the heels of the global success of #RehabLegend – which was also the Overall Winner at the recent PENN Awards – Kate and the brilliant team at Plymouth are launching a new initiative aimed at supporting all the wonderful people who deliver amazing care day in, day out.
With the PALS team firmly on board ‘Messages to Those Who Cared for You’ allows patients, loved ones and staff to send a simple message to anyone who has cared for, or supported them, a message they can share with others and then keep.
Photos or short videos will be shared, together with a short message by the PALS team using A5 postcards. It might be a selfie, a special picture or just a few words such as ‘Thanks so much for your help at 3am!!’.
To find out more about this new initiative and how you can get on board contact Kate Tantam at Plymouth Hospitals.This Month's Case Study
Leicestershire Partnership NHS Trust
Knead to Chat
PENNA2019 Winner – Environment of Care
Contact: Alison Kirk – e-mail: Alison.Kirk@leicspart.nhs.uk
And Malcolm Heaven
General Summary
Knead to Chat uses therapeutic bread making activities to bring people together within the framework of the Five Ways of Wellbeing.
Connect – creating a safe, relaxed space for people to meet with others, helping develop a social network to support and enrich lives
Be active – encouraging connectivity and mobility providing an opportunity to get up on your feet and use energy in the kneading process
Take notice – baking bread is a mindful activity that gives times to reflect on what matters to you. Through conversation we encourage the sharing of stories, experiences and challenges
Keep Learning – learning new skills or rediscovering an enjoyable activity and using dormant skills. Either way it’s a fun way to learn and build confidence
Give – home baked bread if a wonderful gift to share. To give something you have put time into making can have a positive impact on your well-being and help with good functioning.
A key element of the project is the development of volunteers to lead bread baking activities in the community. As well as enhanced bread making skills, we train and support volunteers so that they are able to stimulate thinking and discussion in groups.
Read more here:PEN NewsTo 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. Here is a selection of some of this month's tweets. Ruth Evans MBE at PEN Retweeted
Janice Brown
@JaniceBrown9
Replying to @PEN_NEWS
Thank you for showcasing the PEN awards week . What a fantastic experience. Congratulations to all who took part. Amazing work !!Ruth Evans MBE at PEN
@PEN_NEWS
Oct 8th
I am so very delighted to share the highlight video from this year's PEN awards; a different approach going on-line, & a great way to showcase EVEN more of the brilliance that is #patexp https://youtube.com/watch?v=qIg5AnEE3hg&t=1s… CONGRATULATIONS TO EVERYONE - what you do matters! #PENNA2019 #PEN10Ruth Evans MBE at PEN
@PEN_NEWS
Oct 12th
PENLetter October interim 2020
- https://mailchi.mp/patientexperiencenetwork/penletter-octinterim-1713344…News from our Members and PartnersAre you a parent or carer of a child who has been diagnosed with cancer or a non-malignant tumour?
Picker are holding workshops in early November to hear your views on how results should be presented for a new Under 16 Cancer Patient Experience Survey.
We are especially interested in hearing from children between the ages of 8 and 11 who have been diagnosed with cancer or a non-malignant tumour. Workshop participants will receive a £40 gift voucher as a thank you for their time. To find out more or register your interest, please visit: http://www.picker.org/U16.
Please read this interesting blog about the Benefits of ePROs in an Orthopaedic Setting from our member, Cemplicity:
https://www.cemplicity.com/blog/the-benefits-of-epros-in-an-orthopaedic-setting/
Exceptional patient experience is a journey. It often starts with an idea, moves into concrete steps and later develops into a program. A well-designed patient experience program then has the power to transform and improve processes, permeate patient centricity into every level of the organization, guide strategic decisions and ultimately turn organizations into recognized patient experience leaders, whose good practices drive the industry forward. Regardless of their maturity, hospitals and clinics around the world understand the impact that patient experience has on their bottom line, effectiveness and staff.
Get a detailed understanding of where your current program stands on the maturity curve. Receive personalised recommendations of immediate next steps you can implement to evolve your PX program further.
What’s in it for you?- A comprehensive questionnaire about patient experience management with 15 questions focusing on key areas such as feedback collection, strategic management, insights application, analytics and more.
- Tailored insights for your organisation with recommendations for next steps to accelerate your success.
- Detailed summary report after initial study phase is completed.
Link to the PX maturity questionnaire: https://gemseek.com/patient-experience/Events 
NHS England and Improvement Insight Roadshow Oct/ Nov 2020 VIRTUAL event
If you fancy an inspiring afternoon of learning, networking and celebration with a focus on brilliant patient experience work across England, then this is the announcement you’ve been waiting for. In each of the past three years, the Insight & Feedback team has worked with the Patient Experience Network to run four annual insight-focussed regional events to showcase good practice and to create opportunities for networking. This year is no exception, though the events will be delivered in a novel way as shorter online sessions. With two dates down there are still two to go- so why not sign up for an afternoon of inspiration!
The sessions again feature shortlisted entries from the insight category of the Patient Experience Network National Awards. COVID-19 prompted the rethink on how our annual networking and good practice events might go ahead this year. We are pleased that we can support four half-day digital events with PEN colleagues through Microsoft Teams in October and November.
The Patient Experience Network have put together a great agenda for each of the themed sessions. Clare Enston, Head of Insight and Feedback, will be updating everyone on the latest developments in NHS insight and the rest of the team will be participating too.
Each session runs from 1.30pm to 4.30pm. You can join one or more of them by registering on the following links:
Thursday 29 October
Thursday 5 November
Leading Quality Improvement in Healthcare 18th November 2020November Events
Video Group Clinic Briefing Session
Tuesday 3rd Nov 2020 12:30 – 13:30 Webinar
One of the challenges with PIFU is creating flexible capacity so that you can accommodate patients who elect for follow up and need it quickly. The group clinic model can really help with that. There are 500 Sentinel primary care teams who have been testing the virtual version - video group clinics (VGCs) over the last 5 months. There is a free webinar running on:
It will share experiences of clinicians running VGCs. You will also experience the VGC process. To register follow this link to Eventbrite:
https://www.eventbrite.co.uk/e/video-group-clinic-briefing-session-tickets-124985702601
A Practical Guide to Human Factors in Healthcare
Friday 6 November 2020 - VIRTUAL, Online
Aimed at Clinicians and Managers, this national conference will provide a practical guide to human factors in healthcare, and how a human factors approach can improve patient care, quality, process and safety. You will have the opportunity to network with colleagues who are working to embed a human factors approach, self-assess and reflect on your own practice and gain CPD accreditation points contributing to professional development and revalidation evidence.
For further information and to book your place visit
https://www.healthcareconferencesuk.co.uk/conferences-masterclasses/human-factors-in-healthcare or email kerry@hc-uk.org.uk
Follow the conference on Twitter #HumanFactors
As a PEN Member, please claim your 20% discount by quoting HCUK20pen when booking.
Measuring, Understanding and Acting on Patient Experience Insight From Insight to Improvement
Friday 6 November 2020 - VIRTUAL, Online
This virtual conference will focus on measuring, understanding and acting on patient experience insight, and demonstrating responsiveness to ensure Patient Feedback is translated into quality improvement and assurance. Through national updates and case study presentations the conference will support you to measure, monitor and improve patient experience in your service, and ensure that insight leads to quality improvement.
For further information and to book your place visit
https://www.healthcareconferencesuk.co.uk/conferences-masterclasses/patient-experience-insight or email kate@hc-uk.org.uk
Follow the conversation on Twitter #PatientExp
As a PEN Member, please claim your 20% discount by quoting HCUK20pen when booking.
https://www.healthcareconferencesuk.co.uk/conferences-masterclasses/patient-experience-insight
Leading Quality Improvement in Healthcare Masterclass
WEDNESDAY 18 NOV 2020, VIRTUAL, Online
20% Discount with code HCUK20KH
Ward Accreditation for Quality 20th November 2020
Ward Accreditation for Quality
FRIDAY 20 NOV 2020, VIRTUAL, Online
20% Discount with code HCUK20KH
December Events
Certified Patient Experience Practitioner Programme
1st and 2nd December, 2020 – virtual, online
In partnership with CXSA, we are delighted to announce the first of our certified programmes. This 2 day workshop is for patient experience practitioners and professionals. It explores the what, the why and the how of patient experience. Having successfully run our first programme last week, our participants said “I learned a lot in the past two days”, “It was the best patient experience workshop I have attended, thank you”, “It was a great event - I learned so much from you”
We are planning our next workshop on 1st and 2nd December. We have places available and the fees are £1199 to take part. For more information or to book your place please contact us on info@patientexperiencenetwork.org or +44 (0) 3333 44 7060
Setting Up and Running Virtual Clinics 4th December 2020
Setting Up And Running Virtual Clinics
FRIDAY 4 DEC 2020, VIRTUAL, Online
20% Discount with code HCUK20KH
January Events
Effective Operating Theatres Improving Quality, Safety, Productivity and Patient Experience 15th January 2021
Effective Operating Theatres Summit: Improving Quality, Safety, Productivity and Patient Experience
FRIDAY 15 JAN 2021, Holborn Bars De Vere, London
20% Discount with code HCUK20KHThe PEN Monthly Blog
Clare Enston, Head of Insight & Feedback, Nursing Directorate, NHS England and NHS Improvement has written this month's PEN Blog.
PEN blog October 2020 – Staying Connected Virtually.
Hello, my name is Clare Enston – I work on all things patient feedback and the insight we can get from understanding other people’s perspectives. How are you? These are difficult and strange times we live in – I hope you and yours are keeping well.
Fresh on the heels of the fabulous 10th PENNA awards, we’re now in our fourth year of working with Ruth, Louise and Helen to take the work of winners, runners up and shortlisted projects around the country on our Insight Roadshows, with the express aim of celebrating the work and building connections between colleagues on the possibilities of improving services for patients.
The projects we heard from last week demonstrated the richness that can come from personal connection in various ways – from the work of Malcolm Heaven in Leicestershire to use bread making as a means to connect and support, to the global connections made by University Hospitals of Plymouth NHS Trust in their #RehabLegend project – this year’s overall winner. The energy that comes through during the sessions as well as the commitment of colleagues spurs us on long after the teams call, knowing that there are brilliant people out there, doing all kinds of thoughtful work to changes lives for the better.
Whilst the work of these projects was done some time ago now, it feels right to celebrate the excellent work of teams now, to remind ourselves of the power of what can be done and how important the patient experience remains. I’d like to say a big thank you to Helen, Louise and Ruth for creating such an inclusive and easy-to-navigate virtual space for us to hold these events this year. If you have chance to join the remaining sessions, please do join us on Thursday 29 October and Thursday 5 November.
In shifting our collective gaze back towards keeping patient experience on the table as we continue to work within a pandemic, one of the main things we’re doing nationally is getting the Friends and Family test (FFT) up and running again for services outside of primary care. Prior to the pandemic, we had updated the policy in response to feedback from healthcare staff along with patients so that it works better for those who use it or encounter it. As we reinstate it, we will move to this new policy which means a new standard question, suggested new free text questions, and flexibility on timing which puts all the power in local teams’ hands.
At its simplest, FFT is really just about listening bravely to patients, putting ourselves in their shoes and having an ambition to improve things, and in recent weeks we’ve heard some great examples of where teams have not let the pandemic deviate them from that. Leeds Teaching Hospitals, University Hospitals Dorset NHS Foundation Trust, Buckinghamshire Healthcare NHS Trust and University Hospitals Plymouth NHS Trust all carried on using FFT to listen to patients and we’ll be sharing their stories of what why and how they did this on our case studies page shortly. If you are catching up with all things FFT and would like some additional support, please get in touch with our helpdesk: england.friendsandfamilytest@nhs.net
The work of patient experience teams does not focus solely on patients; the broader family and support team often navigating the NHS for their loved ones is also critical right now; Carers UK estimate that the pandemic has created an additional 4.5 million new carers so it feels timely to mention that FFT can be used to hear from carers, relatives, partners and visitors as well as patients.
More broadly still, volunteers have played a significant role both during the Covid-19 pandemic and will continue to be needed to support the NHS throughout winter and a second wave. Whilst many of our volunteers have been stood down during the pandemic, many have continued to support, adapting their roles to support patients within covid restrictions, such as relaying messages to loved ones, supporting patients to access virtual services and supporting hospital discharge. Volunteers have also played a significant role in supporting our NHS staff during the pandemic for example volunteers ran donation and wellbeing hubs, distributed food and wellbeing kits to staff, enabled staff to take vital breaks, supported with PPE and provided mental health support.
We have produced covid contextualised role descriptions to ensure roles are appropriate and can be delivered safely amidst covid restrictions, such as:
Administrative Volunteer
Staff Wellbeing Volunteer
Patient Liaison Support Volunteer
Patient Buddy
Response Volunteer
Meet and Greet Volunteer
End of Life Volunteer
Discharge Support Volunteer
We are keen to invest in volunteering services and have opened applications for our covid/winter volunteering programme. NHS trusts can apply for up to £20K for volunteering activity which will contribute to reducing pressure, support staff wellbeing and improve patient experience. We're looking to fund trust volunteering activity between November 2020 and March 2021. The deadline for applications is Wednesday 4 November. For an application pack, or for any questions about the role descriptions, please email: england.volunteering@nhs.net
Of course I can’t not mention staff, whose dedication and stamina at this time cannot go without recognition and gratitude. Thank you for everything you continue to do. If you work in an NHS Trust, you may have received your copy of the National Staff Survey for 2020. This year it feels more important than ever to hear from staff so that we can understand your collective experience and take this forward into plans for the future, so please do fill it in, if you are able. It’s open till later in November.
If you’d like any further information about any of the topics mentioned, or just want to connect, please do! I do my job better when I understand how you do yours, so please do get in touch on clare.enston@nhs.netA View from A Youth AmbassadorThis month we are delighted ro share the thoughts of Henry, a 17 year old student who wishes
to study Medicine
"As a young 17 year old setting out on my journey to (hopefully) becoming a Dr, I wanted to find ways to better understand the experience of both patients and staff, and find a way to contribute to my local hospital.
We began our contribution to the Youth Ambassador Group at the beginning of October. Our group were tasked with rebranding the ‘Childrens’ Centre’. Covid has obviously impacted all our lives so instead of a visit we were shown a presentation on what the centre looked like and how it functioned, alongside examples of the new designs for the uniforms of the health care teams by younger children such as the giraffe design.
We were asked how we, as an older group, could feel included in the centre. Using words such as ‘youth’ instead of child or children was a popular idea as it appeals to the older age range especially. We reviewed different themes for the design of various wards, such as space, sports and countries of the world. Personally, as a younger person, the idea of Space was especially cool, and I was able to contribute to the idea by adding lots of information on the various planets in our solar system.
The first meeting was a joy to be part of and I look forward to taking part in the next meeting at the end of October. We will meet an A&E consultant and be walked through a day in their life, before continuing our work in the Childrens’ Centre and embarking on our next project.
I’m looking forward to seeing the next stage, and all the discussions and designs coming to fruition".In Case You Missed It
An interesting blog about cognitive interviewing from the Picker Institute:
https://www.picker.org/news/blog/what-is-cognitive-interviewing/?utm_campaign=blog&utm_medium=email&utm_source=newsletter&utm_term=october
The Patient Experience Library have prepared a report about Insights from compliments. This an area we have long felt is important as compliments are often overlooked as a source of insight.
https://mailchi.mp/8ed0110b151d/insights-from-compliments?e=3c6d52cf84September 2020
Welcome to this month's PENLetter
Our exclusive newsletter for all of our members where we seek to update you on all of the most up to date, most interesting and most inspiring patient experience news.
The PEN TeamWelcome to our September edition of our Newsletter.
We have had a truly exciting month as we ran our first EVER virtual awards. We were honoured to have welcome videos from both Ruth May, Chief Nursing Officer - NHS England and Improvement and Sir Simon Stevens, the Chief Executive Officer of NHS England . These videos not only acknowledged and thanked the hard work of everyone taking part, but also demonstrated the importance of celebration and recognition of the improvements being made to the patient experience. The videos can be found here: http://patientexperiencenetwork.org/awards/Over the week we show cased over 100 examples of brilliant work being done to improve the experience of care, over 30 hours online across 9 sessions. In all we estimate just under 1000 people were able to join us. We were keen to ensure we took advantage of the adversity and by going online in this way we have been able to put the spot light on many more examples of great work, and involve a wider audience. And the good news is we also have videos of all the finalists who joined us showcasing their work. These will go online shortly. Each will be about 10 minutes long and will be a great energiser for others looking to improve the patient experience. Please see below for more information about our finalists, runners up and winners. And very fittingly this month’s case study is from our OVERALL WINNER for 2019 - University Hospitals of Plymouth NHS Trust – #RehabLegend
We were also delighted to be able to invite all our partners to speak – and these will also be available as videos in the coming weeks. We are incredibly grateful to all our partners for their ongoing support and for joining us over the week. Partners who joined our celebrations included: NHS England and NHS Improvement, Picker, Liverpool John Moores University, MacMillan, InHealth, Cemplicity, CXSA, Medthority, Fiona Fund, Professional Call Minders, Kissing it Better, Healthcare Communications and Civica
As part of our celebration, as we were not able to meet in person, we sent out party boxes to help participating organisations create their own party scene locally. We were truly delighted to see our banners, balloons, confetti and poppers being put to good use. We also saw cakes and cake toppers – and sincerely hope our playlist was being played in the background! If you were able to take part in any form – submitting an entry, judging the submissions, presenting your work, attending a session, partnering a category – we’d love to hear your thoughts as we make our plans for next year. What worked well for you, what would you like to see changed? Do let us know by completing this link – it should take no more than 5-10 minutes max. And if you have any photos to share, please send them over and we will add them to our gallery!
Moving forwards, as has now become the norm, we are running a series of four “roadshows” picking up the case studies from PENNA and creating a forum for further conversation and networking around improving the experience of care. Please see below for details of how to book your place at one of our “virtual roadshows”. We are working alongside the Insights team at NHS England and Improvement for these events, and will be joined by Clare Enston, Head of Insight and Feedback, who will be sharing the latest news around insights and FFT.
In the coming weeks we are launching our new website, so all presentations and videos from PENNA2019 will be going up there as will news about how to enter PENNA2020. Over the following weeks we will be transitioning all our other case studies and resources over to our new site. If there is anything you need in the mean time but can’t find it, please just let us know. We can be reached on info@patientexperiencenetwork.org or +44 (0) 3333 44 7060 Details about our partners will also be on our website. If you are interested in becoming a partner, please get in touch!
Finally as usual we have also included some news from our members and partners.
If you have any news to share, please do get in touch.
All the best
RuthPENNA2019
Please find below the full list of finalists, runners up and winners.
CATEGORY: Communicating Effectively with Patients and Families
Partner: CXSANutricia A Service Evaluation of the Acceptability and Use of a Mobile app for Video Call Communication Between Home Enterally Tube Fed Patients and Home Care Nurses
WINNERGloucestershire NHS Foundation Trust S.H.E.D RUNNER UP NHS Blood and Transplant Videos to support Families being approached to consider supporting Organ Donation for their loved one. NHS Leicester City Clinical Commissioning Group The Health in your Hands Voluntary and Community Sector Event Funding Nottingham University Hospitals NHS Trust We will Always Support You in Being Familiar with the AICU Area and Environment Royal Cornwall Hospitals NHS Trust `Butterfly Cornwall` A Scheme to Enhance End of Life Care for Patients and their Loved Ones CATEGORY: CPES Award
Partners: NHS England and Improvement and Macmillan Cancer Support
University Hospitals of Leicester NHS Trust In-Patient Support and Information Rounds WINNER Royal Devon & Exeter NHS Foundation Trust With You in Mind, Teamwork and Collaboration RUNNER UP Blackpool Teaching Hospitals NHS Foundation Trust Patient Cancer Care Improvement (PCCI) Group County Durham and Darlington NHS Foundation Trust CDDFT Cancer Patient Experience Programme The Princess Alexandra Hospital NHS Trust It Matters to Me University Hospital Coventry and Warwickshire NHS Trust Let’s Talk - Rooms to Deliver Sensitive Conversations Wessex Cancer Alliance Improving Access to Cancer Nurse Specialists and Key Workers CATEGORY: Engaging and Championing the Public
Partner: NHS England and ImprovementUniversity Hospitals of Leicester NHS Trust ICU Patients and Relatives - Are They Really Listened To? WINNER Nottingham University Hospitals NHS Trust CPR Teachathon RUNNER UP Birmingham Community Healthcare NHS Foundation Trust Service User Group Healthwatch Essex Voice of Young People in Secure Mental Health Unit Helps to Shape Changes in Services Kettering General Hospital NHS Foundation Trust The Takeover Challenge Royal Cornwall Hospitals NHS Trust `Butterfly Cornwall` A Scheme to Enhance End of Life Care for Patients and their Loved Ones 
CATEGORY: CATEGORY: Environment of Care
Partner: Healthcare CommunicationsLeicestershire Partnership NHS Trust Knead to Chat WINNER Birmingham Women and Children's Hospital NHS Foundation Trust Magnolia House: Co-design with Bereaved Families
RUNNER UPKing Edward VII's Hospital Improving Inclusion and Welcome in Imaging Suite Manchester University NHS Foundation Trust Fast Track Accessibility Programme Oxleas NHS Foundation Trust Queen Mary’s Hospital, Sidcup – A hospital designed together Royal National ENT and Eastman Dental Hospital, UCLH Emotional and Physical Pathway Improvement for Head and Neck Cancer Patients 
CATEGORY: Fiona Littledale Award
Partner: The Fiona FundChesterfield Royal Hospital NHS Foundation Trust Haematology Nursing Team WINNER The Princess Alexandra Hospital NHS Trust Cally Bruce RUNNER UP CATEGORY: Innovative Use of Technology, Digital and Social Media
Partner: CemplicityUniversity Hospitals Plymouth NHS Trust #RehabLegend WINNER Nottingham University Hospitals NHS Trust Developing Digital Technology Solutions to Improve Care for Cancer Patients RUNNER UP Birmingham Women's and Children's Hospital NHS Foundation Trust
Dora - Video Interpreting DeviceCinapsis Cinapsis SmartReferrals Imperial College Healthcare NHS Trust Technology Driven Analysis of Free-text Patient Experience Feedback LanguageLine Solutions LanguageLine Insight - On-Demand Remote Video Interpreting Surrey & Sussex Healthcare NHS Trust Bringing Patients Closer to home 
CATEGORY: Integration and Continuity of Care
Partner: InHealthSurrey Heartlands Health and Care Partnership Using Animation as a Medium to Help Clinicians Understand the Secondary Healthcare Experiences of Prisoners
WINNERCardiff and Vale University Health Board Young Carers in Schools Award
RUNNER UPHywel Dda University Health Board Home Healthcare - Home Support Team Liverpool University Hospitals NHS Foundation Trust Samaritans in the Emergency Department Tameside and Glossop Strategic Commission & Tameside and Glossop Integrated Care Foundation Trust
Partnership Engagement Network (PEN)CATEGORY:Measuring, Reporting and Acting
Partner: CemplictyNutricia A Service Evaluation of the Acceptability and Use of a Mobile app for Video Call Communication Between Home Enterally Tube Fed Patients and Home Care Nurses
WINNEREast London NHS Foundation Trust Service User Led Accreditation Programme RUNNER UP Manchester University NHS Foundation Trust 5 Things About Me Northampton General Hospital NHS Trust The Wood for the Trees - Ward Level Data for Trust Wide Improvement Royal Cornwall Hospitals NHS Trust Outpatients Family and Friends Test 
CATEGORY: Partnership Working to Improve the Experience
Partner: CivicaUniversity Hospitals of Leicester NHS Trust Prostate Cancer Remote Monitoring WINNER Liverpool University Hospitals NHS Foundation Trust Samaritans in the Emergency Department
RUNNER UPBirmingham Women's and Children's NHS Foundation Trust Noah's Star Royal Cornwall Hospitals NHS Trust The Cornwall and Isles of Scilly End of Life Learning Path Serco Health – University Hospital Wishaw Normal is Great! Facilities for Elderly Patients and those Living with Dementia Warrington and Halton Teaching Hospitals NHS Foundation Trust Enhancing Patient Experience with Shared Reading 
CATEGORY: Patient Experience Advocate of Tomorrow
Partner: Liverpool John Moores UniversityUniversity of Plymouth Joy O'Gorman WINNER University of West London Samren Ahmed RUNNER UP and HIGHLY COMMENDED CATEGORY: Patient Experience Transformer of Tomorrow
Partner: Liverpool John Moores UniversityUniversity of Brighton Ella Brunton and Krista Etchells WINNER Paediatric Assessment Unit, Shrewsbury and Telford Hospital NHS Trust Claire Fenn
RUNNER UP and HIGHLY COMMENDEDAlder Hey Childrens Hospital NHS Trust Helen Morley North West Ambulance Service Paddy Ennis Childrens Unit, Whiston Hospital Tracy McNeill Smithdown Childrens Walk-In Centre Nicola Gourley CATEGORY: Patient Experience Professional/Manager of the Year
Partner: NHS England and NHS ImprovementGloucestershire NHS Foundation Trust Jean Tucker - Building Relationships and Driving improvement - The Changing face of PALS WINNER NHS Manager of the Year Serco Cathy White WINNER Private Healthcare Manager of the Year 
CATEGORY: Personalisation of Care
Partner: Professional Call MindersNutricia Supporting a Home Enterally Fed Patient to Achieve his Dreams of Running the London Marathon WINNER Walsall Healthcare NHS Trust Making Magic with Bubbles and Butterflies – Doing What Matters: Ward 2 RUNNER UP Manchester University NHS FT 5 Things About Me Nottingham University Hospital NHS Trust Wear to Care Serco Health & Norfolk & Norwich University Hospitals Foundation Trust Making Food Fun University Hospitals of Leicester NHS Trust The Forget Me Not Scheme 
CATEGORY: Staff Engagement/Improving Staff Experience
Partner: Kissing It BetterRoyal Cornwall Hospitals NHS Trust `Butterfly Cornwall` A Scheme to Enhance End of Life Care for Patients and their Loved Ones WINNER Northumbria Healthcare NHS Foundation Trust Supporting Happy, Healthy and Productive Teams – Our Year of Discovery RUNNER UP Cambridge University Hospitals NHS Foundation Trust (CUH) Developing a Shared Service Culture Book Serco Health – University Hospital Wishaw Normal is Great! Facilities for Elderly Patients and those Living with Dementia University Hospitals of Derby & Burton NHS Foundation Trust Patient Experience Champions Programme 
CATEGORY: Strengthening the Foundation
Partner: PickerNorthumbria Healthcare NHS Foundation Trust Working Together & Learning Together – a Partnership Approach with Northumberland Syrian Families WINNER Birmingham Women's and Children's NHS Foundation Trust Young Adult Volunteering
RUNNER UPGloucestershire Hospital NHS FT Closing the Loop – From Concern to Change Manchester Royal Eye Hospital Regular Treatments in Eye Services; Delivering Care Closer to Home Mid Cheshire Hospitals NHS Foundation Trust Innovation around Volunteering PPL The journey to Becoming the World’s Best Small Island Health and Care Social System? 
CATEGORY: Support for Caregivers, Friends and Family
Partner: MedthorityRoyal Cornwall Hospitals NHS Trust `Butterfly Cornwall` A Scheme to Enhance End of Life Care for Patients and their Loved Ones WINNER South West Neonatal Network A Stay in Neonatal Care – An Animated Guide to your Role as Parents and What to Expect RUNNER UP The Mid Yorkshire Hospitals NHS Trust Hospital Based Carer Support University Hospital Plymouth NHS Trust KMC - Parental Accommodation University Hospitals of Leicester NHS Trust Family, Carers and Friends Charter 
CATEGORY: Team of the Year (including PALs)
Partner: National NHS Complaint Managers ForumAir Arts, University Hospitals of Derby and Burton NHS Foundation Trust Air Arts
WINNERAshford and St Peter’s NHS Foundation Trust Patient Experience Team RUNNER UP Cardiff and Vale University Health Board Cardiff and Vale (CaV) – Central and Visible: A TEAM – Together Everyone Achieves More NHS Blood & Transplant Donor Records and Donor Family Care Services University Hospitals of Leicester NHS Trust H.O.P.E. Team CATEGORY: Turning it Around
Partner: NHS England and NHS ImprovementSwansea Bay Health Board Digital Patient Stories for Service Improvement WINNER Taunton and Somerset NHS Foundation Trust The Journey to Establish a Permanent Paediatric Assessment Unit (PAU) – “Assessment to Treat rather than Admission to Assess”.
RUNNER UPNHS Blood and Transplant Clockface - Enhancing Donors Experience and Understanding of Blood Donation Royal Cornwall NHS Hospitals Trust `Butterfly Cornwall` A Scheme to Enhance End of Life Care for Patients and their Loved Ones Walsall Healthcare NHS Trust Making Magic with Bubbles and Butterflies – Doing What Matters: Ward 2 CATEGORY: Using Insight for Improvement
Partner: NHS England and NHS ImprovementSurrey Heartlands Health and Care Partnership Using Animation as a Medium to Help Clinicians Understand the Secondary Healthcare Experiences of Prisoners
WINNERBirmingham Community Healthcare Foundation Trust Service User Group Liverpool University Teaching Hospitals NHS Foundation Trust Young Ambassadors Project Milton Keynes University Hospital NHS Foundation Trust Working Together to Improve Services for People with a Learning Disability NHS Digital NHS Digital Service Manual Using Insight for Improvement – AccessibilitySurrey Heartlands Health and Care Partnership Using Animation as a Medium to Help Clinicians Understand the Secondary Healthcare Experiences of Prisoners
WINNERBirmingham Community Healthcare Foundation Trust Service User Group Liverpool University Teaching Hospitals NHS Foundation Trust Young Ambassadors Project Milton Keynes University Hospital NHS Foundation Trust Working Together to Improve Services for People with a Learning Disability NHS Digital NHS Digital Service Manual
Using Insight for Improvement – Other NHS FundedHealthy London Partnership Gathering Feedback from Families and Carers when a Child or Young Person Dies WINNER East London NHS Foundation Trust Service User Led Accreditation Programme Nottingham University Hospitals NHS Trust We will Always Support You in Being Familiar with the AICU Area and Environment Shropshire Community Health NHS Trust Shropshire Community Health NHS Trust University Hospitals of Leicester NHS Trust ICU Patients and Relatives are they Really Listened To? - Providing Opportunities for ICU Patients in an Acute Trust to Engage with the Multi-disciplinary Team to Ensure they are Truly Heard and Translating this into Meaningful Action
Using Insight for Improvement - IntegratedGloucestershire NHS Foundation Trust Homeless Patient Guidelines Initiative WINNER Barts Health NHS Trust Shaping our Future Together Central Cheshire Integrated Care Partnership Identifying the Unwell Child in the Community Settings OVERALL WINNER FOR INSIGHT CATEGORY = HEALTHY LONDON PARTNERSHIPADDITIONAL AWARDS
BEST OF'S
BEST TRUST – University Hospitals of Leicester NHS Trust
BEST PRIVATE HEALTHCARE – Nutricia
BEST COMMISSIONER – Tameside and Glossop Strategic Commission
BEST COMMUNITY HEALTH TRUST – Shropshire Community Health NHS Trust
‘IN THE MOMENT’ AWARDS
MUSIC MAESTRO – Lee Bennett
QUOTE – Aaron Bate
NETWORKER – Helen Lee
TWEETER – Joy O’Gorman
JUDGE – Tracy Haycock
POS(t)ER – Clare McNally (and Elvis)
INDIVIDUAL AWARDS
OUTSTANDING CONTRIBUTION – Julia Holding
LIFETIME ACHIEVEMENT – Gillian Radcliffe
OVERALL WINNER 2019
University Hospitals Plymouth NHS Trust - #RehabLegendThis Month's Case Study
University Hospitals of Plymouth NHS Trust
#RehabLegend
The ‘#RehabLegend' campaign sees a new person each day awarded with ‘#RehabLegend’ status. This includes Intensive Care Unit (ICU) survivors, their loved ones and anyone who actively supports rehabilitation in ICU. This simple message promotes rehabilitation among staff who are not in traditional caring roles.
The use of #RehabLegend on social media, #RehabLegend badges and lightboxes makes it an accessible
campaign for anyone to contribute and raise awareness of the importance of rehabilitation in ICU.
Rehabilitation in ICU has been associated with improved functional outcomes and reduced length of stay. Continued pressures to reduce length of stay in Critical Care and a frequent shortage of beds means it is increasingly important to identify patients at high risk of re-admission.
#RehabLegend has been used to shape, share and facilitate cultural change within the team and organisation, nationally and internationally. Specialist Sister in ICU, Kate Tantam has worked tirelessly to promote the #RehabLegend ethos and seizes every opportunity to highlight teams and individuals who assist with or promote rehabilitation.
Since the launch of the campaign, #RehabLegend has had 17,000 tweets, 40.2million impressions, 4,000 users tweeting and 6,000 badges awarded. All of this has helped raised the profile of rehabilitation within Critical care.
Read more here:PEN NewsTo 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. Here is a selection of some of this month's tweets. Ruth Evans MBE at PEN@PEN_NEWS
Sep 25
We were truly delighted Sir Simon Stevens, @NHSEngland CEO, was able to join in our Virtual Penna Celebrations this year, sending all our finalists his thanks and congratulations! #PEN10 #PENNA2019 #PatExpRuth Evans MBE at PEN@PEN_NEWS
Sep 28
Retweeting as this is a lovely project! Hospital trust in line for national award thanks to ‘powerful’ patient reading scheme
Hospital trust in line for national award thanks to ‘powerful’ patient reading scheme
WARRINGTON and Halton Hospitals Trust has been shortlisted for a prestigious national award following the success of its Shared Reading programme.
warringtonguardian.co.ukRuth Evans MBE at PEN Retweeted
Sep 18
Joy (Final Year Nursing Student) @nursingPUNC18
A huge thanks to @PEN_NEWS & team for a brilliant virtual celebration week last week. If you didn't get a chance to join in, there is now a link which showcases the inspiring work the shortlisted teams up and down the country have been working on!
http://patientexperiencenetwork.org/wp-content/uploads/2020/09/PENNA-2019-Brochure-for-website.pdf… #PEN10News from our Members and PartnersAcute, ambulance, mental health and community providers to restart Friends and Family Test data submissions
All acute, ambulance and community providers (including independent sector providers) should resume collecting and submitting monthly Friends and Family Test (FFT) data from 1 December 2020. This includes mental health and learning disability services. The first data to submit will be December’s data, submitted in early January. The data will then be published in February.
From December 2020, those providers should be meeting the requirements set out in the revised FFT guidance published in September 2019, Using the Friends and Family Test to improve patient experience.
The revised FFT guidance offers providers greater flexibility than the original model and we hope this will be helpful as services recover from different starting points.
Providers should ensure that all patients and people that use services are able to give feedback if they want to, and providers should use that feedback to identify good practice and opportunities to improve.
Of course, the safety of patients is paramount. Providers should avoid any collection methods that have a risk of spreading infection, but there are feedback collection methods that are safe and already used by many providers, for example text messages, online surveys or by telephone. If in doubt, providers should seek advice from their local infection control team about what collection methods are safe to use.
Providers that have collected few responses because of COVID-19 related restrictions should still make a data submission.
The guidance includes a checklist for providers (on page 36) to help you to prepare.
We have also published revised submission guidance for all settings.
We are providing support and advice through the Heads of Patient Experience network to help people to prepare for December.
If you need further advice on what you need to do to meet the requirements have a look at our FAQs. If you are still unsure, you can contact the FFT helpdesk.NHS England and Improvement Insight roadshow Oct/ Nov 2020 VIRTUAL event
Do you fancy an inspiring afternoon of learning, networking and celebration with a focus on brilliant patient experience work across England? Then this is the announcement you’ve been waiting for. In each of the past three years, the Insight & Feedback team has worked with the Patient Experience Network to run four annual insight-focussed regional events to showcase good practice and to create opportunities for networking. This year will be no exception, though the events will be delivered in a novel way as shorter online sessions.
The sessions will again feature shortlisted entries from the insight category of the Patient Experience Network National Awards. COVID-19 prompted the rethink on how our annual networking and good practice events might go ahead this year. We are pleased that we can support four half-day digital events with PEN colleagues through Microsoft Teams in October and November.
The Patient Experience Network have put together a great agenda for each of the themed sessions. Clare Enston, Head of Insight and Feedback, will be updating everyone on the latest developments in NHS insight and the rest of the team will be participating too.
Each session runs from 1.30pm to 4.30pm. You can join one or more of them by registering on the following links:
Tuesday 20 October
Tuesday 27 October
Thursday 29 October
Thursday 5 November
Need help running your Children and Young People’s survey?
We provide a programme framework and a suite of reporting tools to ensure surveys are delivered following national requirements. This, along with our approved contractor status makes us well placed to support you.
Find out more here.Events October Events
Insight Roadshows 20th, 27th, 29th October and 5th November 2020
Working in conjunction with NHS England and Improvement, PEN are delighted to announce a fourth 'Using Insight for Improvement' Roadshow. Only this time, it's Virtual!
These are a series of online sessions where we plan to bring some of the excitement and best practice from this year's National Patient Experience Network Awards to even more people!
Over each half day session we will be hearing from several of our winners and finalists who have used feedback and insight to drive improvement in healthcare to showcase their work. We will also be hearing the latest news from the Insight & Feedback Team, and we will have the opportunity to network and discuss key themes arising from the presentations. Each event is focused on sharing what is working well, learning from each other and having the opportunity to discuss your own challenges with like-minded professionals.
These virtual events will be of interest for people who are responsible for improving patient experience or managing measurement or insight, particularly in provider organisations or local commissioning.
Each session with run from 13:30 – 16:30. Please use the links below to book your place:
20th October 13:30 - 16:30
27th October 13:30 - 16:30
29th October 13:30 - 16:30
5th November 13:30 - 16:30
NHS Complaints Survey 12th October 2020
NHS Complaints Summit 2020
VIRTUAL, ONLINE
20% Discount with code HCUK20KH
E3 Digital Conference 19-22 October 2020
CXSA Middle East is proud to launch E3, an exciting digital conference dedicated to how regional corporate and government institutions can transform their organisations using the customer agenda as a primary driving force. The conference will explore new ideas, share strategies and methods that can be applied in the workplace immediately and will be led by a range of global and local CX practitioners, thought leaders and experts all with the aim of inspiring and equipping people in Middle Eastern organisations to thrive as world-class pioneers in the rapidly evolving customer age.
E3 is proud to present the Patient Experience Practitioner Programme, an exciting certified workshop where you can access new concepts and techniques to improve your patient experience as part of this conference.
Explore the other key conference sessions at www.e3cx.live
Find out more and book your place here https://e3cx.live/. PEN will be one of the speakers.
November Events
Measuring, Understanding and Acting on Patient Experience Insight
2020 Conference FRIDAY 6 NOV 2020, West One De Vere, London
A 20% Discount is available to the Patient Experience Network by quoting HCUK20PEN at time of booking.
Conference chair and key speakers include:
Chris Graham, Chief Executive Officer, Picker Institute Europe
Ruth Evans MBE, Chief Executive, Patient Experience Network
Clare Enston, Head of Insight and Feedback, NHS England and NHS Improvement
20% Discount for PEN
Follow the conference on twitter #PatientExp
Click here to book: https://www.healthcareconferencesuk.co.uk/conferences-masterclasses/patient-experience-insight/
Please note this is now a hybrid event whereby delegates can either attend in person or online via our new virtual platform.
https://www.healthcareconferencesuk.co.uk/conferences-masterclasses/patient-experience-insight
Leading Quality Improvement in Healthcare 18th November 2020
Leading Quality Improvement in Healthcare Masterclass
WEDNESDAY 18 NOV 2020, VIRTUAL, Online
20% Discount with code HCUK20KH
Ward Accreditation for Quality 20th November 2020
Ward Accreditation for Quality
FRIDAY 20 NOV 2020, VIRTUAL, Online
20% Discount with code HCUK20KH
December Events
Setting Up and Running Virtual Clinics 4th December 2020
Setting Up And Running Virtual Clinics
FRIDAY 4 DEC 2020, VIRTUAL, Online
20% Discount with code HCUK20KH
January Events
Effective Operating Theatres Improving Quality, Safety, Productivity and Patient Experience 15th January 2021
Effective Operating Theatres Summit: Improving Quality, Safety, Productivity and Patient Experience
FRIDAY 15 JAN 2021, Holborn Bars De Vere, London
20% Discount with code HCUK20KHIn Case You Missed ItAugust 2020
Welcome to this month's PENLetter
Our exclusive newsletter for all of our members where we seek to update you on all of the most up to date, most interesting and most inspiring patient experience news.
The PEN TeamWelcome to our August edition of our Newsletter.
Since last month our plans are storming ahead for our delayed PENNA2109 celebrations.
Our week long party due to start on 14th September promises to be INCREDIBLE! If you would like to join the party please get in touch.We have also opened up the booking site for our exciting Insight Roadshow events which are also going virtual for 2020. The dates are below – please do reserve your place and we will update as we finalise the agendas. If you have not joined us before, we ensure we have a rich mix of presentations, networking and discussion. All focussed on the good work being done to improve the experience of care.
This month as usual we have one of our regular case studies. With a focus on measurement in this issue we have a great case study from our archives about Using Patient Experience Data for Service Improvement from Northumbria NHS Foundation Trust. We also share more news from our partners - Picker, Kissing it Better and Cemplicity amongst others.
Don’t forget if you have news to share please let us know – we love spreading the good stuff!
All the best
RuthPENNA update
We have a wonderful week of celebration planned. Please see the full list of sessions on our website: http://patientexperiencenetwork.org/awards/ All participants who registered for our event planned in March have automatically been contacted. If you would like to join us to be inspired by just some of the brilliant case studies (we will hear from all our finalists about the work they have been doing to improve the experience) then do get in touch. Over the week we plan to share over 100 presentations – so whenever you tune in there will something worthwhile to hear. We will also be hearing from our partners and also announcing the winners. So exciting!
Insight events
We are now open for bookings. To reserve your place(s) please click on the dates below. In these sessions we will showcase some of the amazing work being done to improve the experience in a series of 3 hour events. We plan to have our usual mix of presentations (we aim to host at least 4 case studies), news from the Insight team, networking and participation, with opportunities to share your own experiences and ideas –virtually! These are free to attend - we know these dates are popular so please do make sure you reserve your place.
Each session runs from 1.30pm to 4.30pm. You can join one or more of them by registering on the following links:
Tuesday 20 October
Tuesday 27 October
Thursday 29 October
Thursday 5 NovemberThis Month's Case Study
Using Patient Experience Data for Service Improvement
Northumbria Healthcare NHS Foundation Trust
General Summary
Part of an Oxford University Research Programme, this initiative focused on how frontline staff use patient experience data for local improvement. Working with an elderly rehab ward, a key element of the project was to use experience-based co-design to ensure authentic involvement of both patients and staff to improve care. Our project demonstrated robust processes for gathering and acting on patient experience data. Using a variety of techniques including photography, observation, shadowing, emotion mapping, staff diaries and robust real time experience measurement three improvement areas were identified:
• Improving Communication and Information
• Reducing Waiting Times
• Improving and increase opportunities for social interaction on the ward
A number of exciting initiatives were developed including the introduction of an activities and wellbeing coordinator on the ward, a campaign to reduce call bell wait times, and the creation of new methods of communication on the ward for patients and their families. In less than 12 months, the project generated ownership and pride in the ward staff, with patients benefited from ward activities and better communication, resulting in a significantly decreased number of negative patient comments. There was also a significant reduction in call bell wait times for patients, meeting our initial aims. A strong and resilient ward team are now well placed to build on the improvement work which has been initiated throughout this project. Our project will inform a national tool kit for using patient experience data for improvement work.
Read more here:PEN NewsTo 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. Here is a selection of some of this month's tweets. Ruth Evans MBE at PEN @PEN_NEWS
August 27
A great newsletter with an interesting piece about “allyship” – definitely worth a read! via
@languageofcare HeartBeat August 2020: Language of Caring languageofcaring.orgRuth Evans MBE at PEN @PEN_NEWS
August 26
So exciting-just under 3 wks until our re-imagined PENNA celebrations! We are planning a whole week of excitement - with ALL finalists - YES ALL finalists showcasing their work. http://patientexperiencenetwork.org/awards/ Let us know if you'd like to join us or find out how you can get involved!Ruth Evans MBE at PEN @PEN_NEWS
August 18
In case you missed our July PENLetter - https://mailchi.mp/patientexperiencenetwork/penletter-july-1713332…. We shared the fantastic news about @InHealthGroup recent CQC outstanding rating in an interview with the impressive @dazman78 and @WendyWi80416327 who have led the #patexp way.PEN Spotlight 
Patient Experience in Diagnostics
InHealth is the UK’s largest specialist provider of diagnostic and healthcare solutions. Their mission is to make healthcare better. They do this by working with hospitals and commissioners across the NHS and independent sector. Their wide range of services span numerous pathways and are delivered in both acute and primary care settings for more than 3 million patients a year. Read more here:News from our Members and Partners
Kissing it BetterKissing it Better have been a long term supporter of PEN. Here is an update on their ‘Volunteering from Home’ initiative to enable young people to make a difference to the most vulnerable older people without leaving their front door.
Find out more here:
PickerNeed help with your emergency & urgent care survey?
Last year we worked with over half of NHS Trusts on their urgent and emergency care surveys (UEC). This, and our approved contractor status, makes us well placed to support you.
Find out more here:
CemplicityThis is an interesting article from partner Cemplicity, exploring how we can support healthcare systems to do more with less; how to offer more active support to all patients and improve their quality of life, while streamlining specialist resources, so that they will have the most impact. This is a particularly pertinent question given the enormous backlogs for surgery and treatments created by COVID-19.
https://www.cemplicity.com/uk/blog/how-can-tracking-symptoms-and-outcomes-better-support-people-living-with-long-term-conditions/
NHS England and ImprovementUpdate on restarting FFT data submission
We are continuing to explore arrangements for restarting Friends and Family Test data submissions, which were suspended in the spring to prioritise the COVID-19 response. Look out for an announcement in the next few weeks.
When we announce details of the restart of data submission, we will put details in the Latest News section of our FFT project web page, in a special edition of the FFT Update and in our newsletter, as well as providing details direct to members of the Heads of Patient Experience (HOPE) Network.
Now would be a good time to review the guidance for the revised FFT, which was originally planned for full implementation from April 2020, and there are useful readiness checklists for both providers and commissioners on pages 36 and 37 of the document.
If you want to promote the FFT when you are ready to restart collections, we can support you with a range of downloadable and printed posters, leaflets and feedback card, including easy read cards. A new easy read patient leaflet has just been completed and will be available to download soon.
We also offer our updated animated film on the FFT, which you can show in waiting areas or post online. Full details of how to access all the materials can be found on the communications resources page of the website.
If you have any queries, please check whether the information is covered in our FAQs or write to the FFT Helpdesk.Events September PENNA 2019 14-18th September - VIRTUAL event
A week of celebration planned for. Please see the full list of sessions on our website: http://patientexperiencenetwork.org/awards/
All participants who registered for our event planned in March have automatically been contacted. If you would like to join us to be inspired by just some of the brilliant case studies (where we will hear from all our finalists about the work they have been doing to improve the experience) then do get in touch. Over the week we plan to share over 100 presentations – so whenever you tune in there will something worthwhile to hear. We will also be hearing from our partners and also announcing the winners.
October
E3 Digital Conference 19-22 October 2020
CXSA Middle East is proud to launch E3, an exciting digital conference dedicated to how regional corporate and government institutions can transform their organisations using the customer agenda as a primary driving force. The conference will explore new ideas, share strategies and methods that can be applied in the workplace immediately and will be led by a range of global and local CX practitioners, thought leaders and experts all with the aim of inspiring and equipping people in Middle Eastern organisations to thrive as world-class pioneers in the rapidly evolving customer age.
E3 is proud to present the Patient Experience Practitioner Programme, an exciting certified workshop where you can access new concepts and techniques to improve your patient experience as part of this conference.
Explore the other key conference sessions at www.e3cx.live
Find out more and book your place here https://e3cx.live/. PEN will be one of the speakers.
NHS England and Improvement Insight roadshow Oct/ Nov 2020 VIRTUAL event
Do you fancy an inspiring afternoon of learning, networking and celebration with a focus on brilliant patient experience work across England? Then this is the announcement you’ve been waiting for. In each of the past three years, the Insight & Feedback team has worked with the Patient Experience Network to run four annual insight-focussed regional events to showcase good practice and to create opportunities for networking. This year will be no exception, though the events will be delivered in a novel way as shorter online sessions.
The sessions will again feature shortlisted entries from the insight category of the Patient Experience Network National Awards. COVID-19 prompted the rethink on how our annual networking and good practice events might go ahead this year. We are pleased that we can support four half-day digital events with PEN colleagues through Microsoft Teams in October and November.
The Patient Experience Network have put together a great agenda for each of the themed sessions. Clare Enston, Head of Insight and Feedback, will be updating everyone on the latest developments in NHS insight and the rest of the team will be participating too.
Each session runs from 1.30pm to 4.30pm. You can join one or more of them by registering on the following links:
Tuesday 20 October
Tuesday 27 October
Thursday 29 October
Thursday 5 October
November
Measuring, Understanding and Acting on Patient Experience Insight
2020 Conference FRIDAY 6 NOV 2020, West One De Vere, London
A 20% Discount is available to the Patient Experience Network by quoting HCUK20PEN at time of booking.
Conference chair and key speakers include:
Chris Graham, Chief Executive Officer, Picker Institute Europe
Ruth Evans MBE, Chief Executive, Patient Experience Network
Clare Enston, Head of Insight and Feedback, NHS England and NHS Improvement
20% Discount for PEN
Follow the conference on twitter #PatientExp
Click here to book: https://www.healthcareconferencesuk.co.uk/conferences-masterclasses/patient-experience-insight/book/west-one-de-vere-london-2020-11-6
Please note this is now a hybrid event whereby delegates can either attend in person or online via our new virtual platform.
https://www.healthcareconferencesuk.co.uk/conferences-masterclasses/patient-experience-insightIn Case You Missed It
A great and practical way to improve the patient experience from the Royal Wolverhampton NHS Trust https://www.royalwolverhampton.nhs.uk/media/latest-news/august-2020/chief-nurses-blog-11-august-2020/
An insightful read from Annie Laverty via the Health Foundation
https://www.health.org.uk/news-and-comment/blogs/supporting-staff-wellbeing-during-covid-19-a-northumbrian-experience
A useful summary of stories vs surveys from the Patient Experience Library:
https://mailchi.mp/b72695f19479/stories-vs-surveys?e=3c6d52cf84
An interesting podcast from Gemseek with the Beryl Institute:
https://gemseek.com/blog/healthcare-human-experience/
A great piece from the always brilliant Chris Graham, Picker's CEO, who recently presented at the EPIC Congress. In his presentation he discussed the importance of measuring people's experiences, the barriers, limitations and best practice. "Why measure people's experiences?"
Watch Chris's presentation.
AA great newsletter with an interesting piece about “allyship” – definitely worth a read!
https://languageofcaring.org/heartbeat-august-2020/July 2020
Welcome to this month's PENLetter
Our exclusive newsletter for all of our members where we seek to update you on all of the most up to date, most interesting and most inspiring patient experience news.
The PEN TeamWelcome to the July edition of our newsletter
This month we are thrilled to share an important update on PENNA2019 and our Insight roadshows. Please make a note of the dates listed below for now. We will be sharing further information in the coming weeks including how to take part. Perhaps unsurprisingly, both of these events will now be virtual.Also this month we have special focus on the patient experience in diagnostics. We are delighted to share an interview we did with Darren Hudson and Wendy Wilkinson of InHealth. They have just been awarded an outstanding from the CQC with a special mention for patient experience, and we wanted to learn more about how they have achieved this impressive accolade.
We also include article from James Kraft at the Standing CT company and work they are doing to improve the experience. Plus this month our case study looks at the steps Mid Cheshire Hospitals NHS Foundation Trust took to ensure a good patient experience in endoscopy.
And this month we share some news about Kissing it Better and showcase some work we have completed with King Faisal hospital.
Enjoy the read and please do let us know if you have any patient experience news to share!
RuthPENNA update
After many, many discussions we are now finalising our plans for PENNA. This year we will inevitably take a slightly different approach, one which we think you will find imaginative and allow us to showcase and celebrate even more than usual, the great work going on in patient experience.
We want to ensure that even though we are not able to get together we still create and even more sharing of brilliant projects.
With that in mind we have decided to make it a whole week of celebration! With the option for everyone who had registered to attend in March to join any (or all!!) of the sessions, we plan to showcase two categories per session over eight sessions with a final celebration on the Friday afternoon. The week we have ear-marked is week commencing 14 -18th September and we will be in touch with all finalists with more details over the next week and then will publish a full schedule with further details of how to take part. It promises to be quite an event!!!Insight events
Again we have taken the decision to move these annual roadshows to the virtual world. In these sessions we will showcase some of the amazing work being done to improve the experience in a series of 3 hour events. We will have our usual mix of presentations, news from the Insight team, networking and participation – just virtually! These are free to attend, and we will be opening up registrations in the next few weeks. Dates for your diary are:
- 13:30-16:30 20th October
- 13:30-16:30 27th October
- 13:30 – 16:30 29th October
- 13:30 – 16:30 5th November
Please hold these for now and we will be back in touch with further details.This Month's Case Study
Mid Cheshire Hospitals NHS Foundation Trust
Mid Cheshire Hospitals Endoscopy Team – Withdrawal of Consent
Category – Turning it Around
General Summary
The Endoscopy department received a complaint from a patient who had undergone an endoscopy procedure and were concerned and distressed that they felt that they were unable to withdraw consent during the procedure. This complaint went through the formal complaint procedure process and staff met with the patient and patient’s relatives to address the issues and concerns raised.
In response to and following the resolution of this complaint, a team led by Maureen Brown have implemented numerous local and national interventions to ensure patients fully understand the process around withdrawal of consent during an endoscopy procedure and to ensure high levels of patient satisfaction and safety going forward. Learning from this incident has been shared both nationally and locally. There has been a real focus on education and spreading awareness, both through patient consultation and patient information.
By educating patients on how to withdraw consent, and making this information as accessible as possible via national information leaflets, locally displayed information and discussions with healthcare professionals whilst taking consent prior to the endoscopy procedure, similar circumstances should be avoided going forward. There is an ethos, in Endoscopy, of taking proactive steps to continually improve the service provided to users of the service and their relatives and carers.
The nurses in the Unit are passionate about the quality of care delivered, and the senior nurses endeavour to create an environment in which this is encouraged. The patient is always at the centre of the service, and although receiving complaints can be unpleasant, the Unit strives to turn any negativity into a positive outcome going forward.Read more here:PEN NewsTo 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. Here is a selection of some of this month's tweets. Ruth Evans MBE at PEN @PEN_NEWS
July 30
Wow wow wow
@paulvincentbro1
thank you so very much for sharing this - how beautiful in absolutely every way - retweeting as the world needs to hear and see this!
"Paul Brooks
@paulvincentbro1 Jul 27 The Full version Just Beautiful So proud of @AirArtsUHDB @BriceEm @RoyLilley @CNOEngland @CathyWinfield @KrishnaKallian1 @PEN_NEWS https://facebook.com/AirArtsUHDB/videos/286084585818504/?extid=RxLXGTC1URflF4c3&d=t&vh=e"Ruth Evans MBE at PEN @PEN_NEWS
July 30·
Thought this was an interesting read from@hitconsultant
"Hospital Wayfinding: The Next Frontier in Healthcare Design
By investing in wayfinding, healthcare facilities can design a better patient experience, improve operational efficiency, and save valuable resources.Ruth Evans MBE at PEN @PEN_NEWS
July 13
5 things COVID-19 is teaching us about the patient experience - interesting piece although not ground breaking so helpful reminders esp point 5: https://medicaleconomics.com/view/5-things-covid-19-is-teaching-us-about-the-patient-experience… via
@medeconomics
"5 things COVID-19 is teaching us about the patient experience
With in-person visits down, social distancing measures in effect and no current COVID-19 vaccine, physicians are leveraging new digital tools to survive.
medicaleconomics.com"PEN Spotlight Interview with InHealth
We were absolutely delighted to hear InHealth’s wonderful news having been recognised as outstanding by the CQC. InHealth has been a long term partner of PEN, and we couldn’t miss the chance to invite Wendy and Darren to tell us more about their achievement and their patient experience journey. Read more here:News from our Members and PartnersKissing it Better
Kissing it Better have been a long term supporter of PEN, and they have not let COVID-19 get in their way. Here is some of their news about how they have thought “outside the window”! They now also have a range of regulated and registered teaching courses available. There is a link to them on their website but they have also just adapted the shorter courses so they can be delivered by Zoom.
They are called 'Creative Thoughtfulness in the Care of Others'.
Here is the link on the website https://kissingitbetter.co.uk/group-programmes/
Find out more here:
Standing CTIn this month when we focus on the experience in diagnostics, we heard about some interesting work The Standing CT company are doing with the Royal Surrey County Hospital NHS Trust. Despite the restrictions they were keen to ensure the continue scanning, and that the patients had a great experience. Find out more here:
VisionBridge
Following on from our focus on disabilities last month we share an interesting article from Julian Jackson at VisionBridge highlighting the role of assistive technology to improve the experiences of people who are visually impaired. You can read the article here:
Showcase
This is where we show case some of the work we have been doing. This month we are focussing on some work we did with King Faisal Specialist Hospital and Research Centre And CXSA. Read all about it here:Events 
NEW Virtual Online courses available!
A Customer Care Approach to Patient Experience
MONDAY 3 AUG 2020
VIRTUAL, Online Course
This masterclass, facilitated by Faisal Ahmed, Governance Specialist Trainer, provides knowledge and skills to staff in providing patients and service users a positive experience when receiving care in the Health and affiliated sectors.
PENNA 2019
VIRTUAL event
A week of celebration planned for 14-18th September. More news to follow.
Insight roadshow
VIRTUAL event
Free to attend - add these dates to your diary. We will be opening up registrations in the next few weeks.- 13:30-16:30 20th October
- 13:30-16:30 27th October
- 13:30 – 16:30 29th October
- 13:30 – 16:30 5th November
Measuring, Understanding and Acting on Patient Experience Insight
2020 Conference
FRIDAY 6 NOV 2020, West One De Vere, London
A 20% Discount is available to the Patient Experience Network by quoting HCUK20PEN at time of booking.
Conference chair and key speakers include:
Chris Graham, Chief Executive Officer, Picker Institute Europe
Ruth Evans MBE, Chief Executive, Patient Experience Network
Clare Enston, Head of Insight and Feedback, NHS England and NHS Improvement
20% Discount for PEN
Follow the conference on twitter #PatientExp
Click here to book: https://www.healthcareconferencesuk.co.uk/conferences-masterclasses/patient-experience-insight/book/west-one-de-vere-london-2020-11-6Other News from Our MembersAt the National Institute for Health Research (NIHR) we involve patients and the public in our decision making processes on research funding and management.
We currently have voluntary opportunities for public members on our national research funding committees.
The webpage for the opportunities can be found here: https://www.nihr.ac.uk/vacancies/public-committee-member/23670
Closing date for applications: 9am Monday 7th September 2020
Further information is attachedNews from NHS England and Improvement
2020 GP Patient Survey Results Published
Europe’s largest survey of patients, published earlier this month, shows that more than eight out of ten still report a good experience of their GP practice and more than 95% still have confidence and trust in the professionals they saw or spoke to.
Feedback showed that awareness and use of online services have increased to their highest levels, though awareness remains considerably higher than use.
Almost 740,000 people, aged 16 and over, took part in the GP Patient Survey of practices across England. Data is published at national level, by CCG and by practice. There is an analysis tool to help explore the survey, to look at trends since 2018 and to produce reports.What inpatients say about their hospital care
Most patients are positive about their hospital care, but discharge delays and access to support once home remain a concern – particularly for the frail. These are the key findings of the 2019 Adult Inpatient Survey, published by the Care Quality Commission (CQC) in early July.
The survey, involving 143 NHS acute trusts in England, reveals what almost 77,000 adults who had stayed in hospital for at least one night during July last year said about the care they received. New analysis was undertaken for this latest survey to better understand how supported frail patients felt after leaving hospital.
You can see all the data in the surveys section of the CQC website.Restarting FFT data submission
NHS England and Improvement are currently exploring when will be the optimum time to restart Friends and Family Test data submissions, which were suspended in the spring, so look out for an announcement in the weeks ahead. They will, of course, allow a suitable period of time to get ready for the restart.
Now would be a good time to review the guidance and make sure you have everything in place to get up and running with the new-look FFT requirements that should have applied from April but which were postponed due to COVID-19’s demands on NHS services.
You can find the guidance on their website and there are useful readiness checklists for both providers and commissioners on pages 36 and 37 of the document.
If you want to promote the FFT when you are ready to restart collections, they can support you with a range of downloadable and printed posters, leaflets and feedback card, including easy read cards. They also offer our animated film on the FFT, which you can show in waiting areas or put on your website. Full details can be found on the communications resources page of the site.In Case You Missed It
Data plus stories. Access to a wealth of articles and the latest news.
Click here to find out more: https://mailchi.mp/d5ceb52f9ce2/data-plus-stories?e=3c6d52cf84Welcome to this month's PENLetter
Our exclusive newsletter for all of our members where we seek to update you on all of the most up to date, most interesting and most inspiring patient experience news.
The PEN TeamWelcome to the June edition of our newsletter
This month we have put the spot light on the experience for people with a disability.
We have included a thoughtful piece focussing on the experience for people who are deaf.In addition, our case study this month looks at improving the experience for people with a learning disability and finally we have shared some work we completed recently exploring the experience for people who are blind or visually impaired.
We would love to hear from you if you have ideas to share.Enjoy the read.
RuthPENNA update
As you can imagine the PEN National Awards (PENNA) have been on our minds – a lot! What can we do to recognise, share and celebrate the amazing work? How do we bring people together in these difficult times – indeed can or should we? How can we make something good come out of the fact we had to postpone? Can we make 'virtual' even better than face to face?!
Well, all of those questions, and many, many more, are what we have been grappling with. We have come up with plan B, C and even D, looking to capture the essence of PENNA with the restrictions we are under. So with that in mind we are planning to go virtual – along with the rest of the world – in a way that we believe will give even more access and opportunity to celebrate, and enable us to network and share all the amazing work you have put forward even better than before.
Our goal is to announce our plans more formally in the next newsletter, however we are planning a series of virtual celebrations in early September.
Thank you for your patience and understanding and we look forward to ‘seeing’ you soon and celebrating and sharing your great work even more widely. Watch this space!.This Month's Case Study
Barking, Havering and Redbridge University Hospitals NHS Trust
Learning Disability Communication Flashcards
General Summary
Communication difficulty is a significant problem for children with learning disabilities or autism and their families. This can become a considerable contributing factor in the presentation of challenging behaviours. It is therefore important that parents and carers are effectively supported to meet their child’s communication needs.
It is estimated that 20% to 30% of people diagnosed with autism will never develop speech. It is therefore essential that alternative functional communication is developed for these children. The Pictorial Exchange Communication System (PECS) was developed in 2002. Benefits have been found to include reducing behaviours that challenge, encouraging speech and increasing social communication.
PECS focusses on school and home environment but does not have pictures explaining what may happen in hospital which we know is an environment and experience which can cause increased anxiety and difficulty for children with LD and for their families.
Read more here:PEN NewsTo 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. PEN Spotlight
http://patientexperiencenetwork.org/wp-content/uploads/2020/05/100-Voices-Article-for-Newsletter.pdf
Eye Services – An Exploration
As part of the NHS EyesWise programme PEN was engaged to deliver a project to understand the experiences of patients and service users by capturing and really listening to their Voices Find out more here:'Eyes Wise' 100 Voices Engagement Day Outputs Map
http://patientexperiencenetwork.org/wp-content/uploads/2020/05/100-Voices-JourneyMap-FINAL.pdfNews from Our MembersHow Covid-19 has highlighted a need to improve the experience for Deaf people
By Clare Vale, Managing Director of Sign Solutions
http://patientexperiencenetwork.org/wp-content/uploads/2020/05/How-Covid-19-has-highlighted-a-need-to-improve-the-experience-for-Deaf-people.pdfNews from Our Partners
At Picker, we want to help you understand the needs of your staff as they cope with the impact of this pandemic.
As part of the Picker staff experience programme, we are offering additional questions from our 2020 module free of charge until September.
Find out more https://bit.ly/StaffExp2020 or call us on 01865 208131.
Results from the national cancer survey
The national and local-level results of the 2019 Cancer Patient Experience Survey were published last week.
You can see all the data – at national, trust, CCG and alliance level – on the dedicated survey website.
Details of two patient survey publications coming up in July
Results from the 2020 GP Patient Survey will be published next week, at 9.30am on Thursday 9 July.
You will be able to find them on the dedicated survey website. The suite of materials includes national, practice-level and CCG-level data, as well as a national summary report with a technical annex.
New FFT analysis tool
Earlier this month, NHS England and Improvement launched a new analysis tool to help services make the most of their Friends and Family Test data in tracking changes in feedback over time and view their data at different organisational levels.
This site takes the data based on the responses to the initial question and the number of responses collected and presents it in a way that will support providers looking at their progress over time. A range of simple graphical and tabular presentations have been created.
To access most of the site's features you do not need any log-in details, just click on the ‘Analyse’ tab. A ‘how-to’, explaining all the features of this site and what the analytics show can be found under the ‘Guidance’ tab.
Please note, functionality of the website may be limited when using Internet Explorer. For this reason, we recommend using Chrome, Microsoft Edge or Firefox browsers for the best user experience.
Events PEN Insight Events working with NHS England and Improvement
We are still planning our usual Insight roadshow, due in October. Of course much depends on the news over the coming week and months. We will keep you posted.NEW Virtual Online courses available!
Implementing the Duty of Candour with Empathy
WEDNESDAY 15 JUL 2020
VIRTUAL, Online Course
A Customer Care Approach to Patient Experience
MONDAY 3 AUG 2020
VIRTUAL, Online Course
This masterclass, facilitated by Faisal Ahmed, Governance Specialist Trainer, provides knowledge and skills to staff in providing patients and service users a positive experience when receiving care in the Health and affiliated sectors.
Measuring, Understanding and Acting on Patient Experience Insight
2020 Conference
FRIDAY 6 NOV 2020, West One De Vere, London
A 20% Discount is available to the Patient Experience Network by quoting HCUK20PEN at time of booking.
Conference chair and key speakers include:
Chris Graham, Chief Executive Officer, Picker Institute Europe
Ruth Evans MBE, Chief Executive, Patient Experience Network
Clare Enston, Head of Insight and Feedback, NHS England and NHS Improvement
20% Discount for PEN
Following the success of past Patient Experience Insight events, Healthcare Conferences UK are pleased to announce the 2020 date for the latest CPD Accredited conference supported by the Patient Experience Network, taking place in London this November.
Sharing best practice at the 2019 Patient Experience conference, a number of high calibre speakers were in attendance including Annie Laverty, Director of Patient Experience at NCHT, Chris Graham, Chief Executive Officer at Picker Institute Europe, Neil Churchill OBE, Director of Patient Experience at NHS England and David McNally, Head of Experience of Care at NHS England and NHS Improvement.
Popular topics covered in 2019 included co-producing improvements in experience of care; using the national framework to establish how far patient experience is embedded in leadership, culture and operational processes, and improving patient experience and experiences of care - from measurement and understanding to changing practice.
With 100% of delegates at the last Patient Experience Insight conference agreeing they would recommend the event to a colleague, their feedback included:
“Each of the presentations were helpful for increasing my understanding of patient experience”
“Great opportunity to network and find out what other trusts are doing”
“Very informative, great speakers”
“I enjoyed learning updates and shared learning on patient experience”
By attending the 2020 conference, attendees will be supported to measure, monitor and improve patient experience in their service, and ensure that insight leads to quality improvement. Sessions through the day will include learning from patients, a national update, practical sessions focusing on delivering a patient experience based culture, measuring patient experience, using the NHS Improvement National Patient Experience Improvement Framework, demonstrating insight and responsiveness in real time, the role of human factors in improving quality, using patient experience to drive improvement, and changing the way we think about patient experience, and learning from excellence in patient experience practice.
Follow the conference on twitter #PatientExp
Click here to book: https://www.healthcareconferencesuk.co.uk/conferences-masterclasses/patient-experience-insight/book/west-one-de-vere-london-2020-11-6Other News
The concordance conundrum: the value of improving patient experience:
http://www.pharmatimes.com/thought_leadership/the_concordance_conundrum_the_value_of_improving_patient_experience_1343288
Hacking through the measurement maze:
https://blogs.bmj.com/bmj/2020/06/22/miles-sibley-hacking-through-the-measurement-maze/
Virtual Rounding Led to Humanized Patient Experience Measures:
https://patientengagementhit.com/news/virtual-rounding-led-to-humanized-patient-experience-measuresIn Case You Missed ItMay 2020
Welcome to this month's PENLetter
Our exclusive newsletter for all of our members where we seek to update you on all of the most up to date, most interesting and most inspiring patient experience news.
The PEN TeamWelcome to the May edition of our newsletter
Time seems to pass by differently in this new socially distant world, how can it be June already? With so much uncertainty about what is the best course of action to take, we focus on some of the positive news.
We have some of the latest updates in the world of patient experience. We hope you enjoy the read, and of course if you have news to share – let us know! We love sharing the good stuff!
Stay safe, be well, keep smiling
Ruth#PENNA2019 Conference and Awards Ceremony
Following our postponement of PENNA2019 we have been regularly reviewing the situation. Our plans keep evolving and it is now evident we won’t be able to do what we had hoped over the summer. We are planning to firm up our thoughts over the next couple of weeks as (hopefully) more becomes clear about what we can and cannot do, by when, and we will update you then.
We’d welcome any suggestions or ideas for what you think may work… it’s your event after all!
We look forward to celebrating in style!This Month's Case Study
Global Initiative Ltd
Hetty's Hospital
Hetty’s Hospital was conceived by two paediatricians, Drs Ria Evans and Rebecca Duncombe. They won runner-up in the TVWLA 2023 Challenge. The project was awarded funding to complete a releasable trial version of the app. Global Initiative translated and developed the idea into an app for tablets and mobiles. They also funded half of the project through their Initiative £100k Fund for socially impactful digital projects.
Global Initiative is a digital agency in the heart of Oxford. Founded in 1999, it is directed by Gareth Nixon and Chris Sinclair and now comprises 14 staff. Specialising in start-up and enterprise software, Global Initiative supports various projects through its Initiative 100k Fund for those that will have a positive social impact. More information about the fund: https://www.global-initiative.com/social-fund
General Summary
Hetty’s Hospital began as a solution to the turmoil that any parent taking their child into hospital faces: how can we reduce the anxiety for our children going into hospital and make the experience as worry-free as possible? The solution is the brainchild of two pediatricians: a storybook app with games teaching kids all about the hospital experience. Through the narrative of the eponymous Hetty and her three friends, the app mixes key, informative messages with wacky, mess-galore games such as the sick-bucket and wee-in-the-pot games. As graphic as these games might seem to grown-ups, it was demonstrated as the most effective way of captivating our target audience. The app, which is freely available on iTunes and Play Store, has received nearly 1,000 downloads in the time since release. Designed to be played before or during a child’s hospital visit, allowing for unscheduled appointments and parental involvement. The team has been approached by other organisations to contribute ideas and funding for new stories. It is optimised for tablets but works on smartphones. https://itunes.apple.com/gb/app/hettys-hospital/id1082996251?mt=8
Read more ...PEN NewsTo 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. Useful Resources 
Useful resources for Children and Young People from Newbury Baptist Church
Advice on social distancing and children:
https://www.newburybaptistchurch.org/Articles/575011/Albert_and_social.aspxNews from Our Members
Recruiting for testing on the upcoming Under 16 cancer survey
NHS England and NHS Improvement are now recruiting children who have had cancer or tumour care, and parents, to help test questionnaires that are in development for new Under 16 Cancer Patient Experience Survey.
This will make sure that the questions make sense to people and are asked in the right way.
All participants in the questionnaire testing will receive a £30 gift voucher. Please click here for more information.
Now is the time to care for carers
As our healthcare workers sacrifice their family life and personal health to care for our vulnerable loved ones, we are reminded now more than ever, that a healthcare system is only as good as its dedicated carers.
It is no shock that healthcare workers around the world are currently reporting unprecedented levels of mental and physical stress, disengagement, and fear. Staff engagement, or the measure of how people connect to their work and feel committed to their organisation, is under threat.
Now is the time to act, not only because we care about our carers. This demanding pressure on our healthcare staff will increase the risk of burnout, jeopardise already stretched staffing levels and, in turn, gravely threaten the quality of care for patients.
Across all industries, there is clear evidence linking high staff engagement with great customer experiences. We only need to think about the last time we were delighted as a customer to connect this with a personal interaction with an enthused employee.
In a health setting, the evidence is even stronger. Analysis of the 2007 NHS national staff survey correlated with the NHS inpatient survey from the same year, showed over 12,000 correlations between staff experience and patient satisfaction.
As experts in continuous feedback programmes, Cemplicity has created a platform to help healthcare organisations keep their finger on the pulse of staff engagement, identify teams that need greater support and pinpoint highly engaged teams so that they can be celebrated and emulated. In our view, this is not something that can be done once a year. We are encouraging organisations to view staff engagement monitoring as they do patient experience measurement – an ongoing commitment that needs to be easy for staff and provides a pan organisation view across every week and month.
We must listen to our carers to help them “fulfill their calling of providing outstanding professional care for patients” (West and Dawson). It is the right thing to do for those who risk themselves every day to care for our most vulnerable. We need to care for them, so that they can care for us.
Read more hereNew ResourcesNew Resource on bereavement for children – from Richard Littledale
In the past few weeks I have produced a resource which may be useful both during the current pandemic and beyond. So many children are losing significant adults in their lives, and resources are scarce to help them. I am pleased to say that 'Marvin the Maple Tree' is now available. This is a fully illustrated, original children's story.
It can be downloaded for free here.
If you would prefer, you can buy it on Kindle here. The cost is £1, and all royalties go to NHS Charities Together.‘Keepsake Bags’ Blog and brief
by Sara Latham
Starting the grief journey is the ‘path’ of understanding and processing what has happened and helping you to come to terms of the changes in your life and the impact that will have. In times where you can't be with your loved ones, your relatives, your closest friends, at that journey's start, has a great bearing on how you cope with that journey. The tiniest symbolisms of compassion can have the greatest memory for you in years to come.
Find out more here.Additional InformationPostcards from the Land of Grief – Comforting thoughts for the NHS
(by Richard Littledale)
I write this as a person wearing many hats. I write as a grateful member of my community – a rainbow displayed in my window and hands clapped raw on a Thursday night. I write as a Pastor of some 30-years standing, a person who considers it an enormous privilege to accompany people through the shadowlands of bereavement. I write as a bereaved husband – having lost my wife to cancer at the age of 53 in Autumn 2017. I also write as an author and broadcaster on the subject of bereavement. It is a specialism which I neither sought nor welcomed, but about which I speak and write often now.
I have been very concerned about the cumulative impact of multiple deaths amongst patients and colleagues on staff. In the thick of it, the time to process what is going on is so limited. In consultation with my publisher, Authentic Media, I have produced a special edition of my book Postcards from the land of grief. Reactions to this material both from a global BBC Radio 4 audience and the 2019 annual Sue Ryder lecture would suggest that it may be of help to people. This PDF selection from the book is intended as a tool to aid staff in reflecting on what they are seeing and feeling. Each ‘postcard’ is short, and the whole document is only 27 pages long. We would like to make it freely available to any NHS staff who would like to access it.
Please click on the link to access ‘Postcards from the land of grief’ in PDF format.
Thank you.
Events Insight Events
We are still planning our usual Insight roadshow, due in October. Of course much depends on the news over the coming week and months. We will keep you posted.
Measuring, Understanding and Acting on Patient Experience Insight
2020 Conference
FRIDAY 6 NOV 2020, West One De Vere, London
A 20% Discount is available to the Patient Experience Network by quoting HCUK20PEN at time of booking.
Conference chair and key speakers include:
Chris Graham, Chief Executive Officer, Picker Institute Europe
Ruth Evans MBE, Chief Executive, Patient Experience Network
Clare Enston, Head of Insight and Feedback, NHS England and NHS Improvement
20% Discount for PEN
Following the success of past Patient Experience Insight events, Healthcare Conferences UK are pleased to announce the 2020 date for the latest CPD Accredited conference supported by the Patient Experience Network, taking place in London this November.
Sharing best practice at the 2019 Patient Experience conference, a number of high calibre speakers were in attendance including Annie Laverty, Director of Patient Experience at NCHT, Chris Graham, Chief Executive Officer at Picker Institute Europe, Neil Churchill OBE, Director of Patient Experience at NHS England and David McNally, Head of Experience of Care at NHS England and NHS Improvement.
Popular topics covered in 2019 included co-producing improvements in experience of care; using the national framework to establish how far patient experience is embedded in leadership, culture and operational processes, and improving patient experience and experiences of care - from measurement and understanding to changing practice.
With 100% of delegates at the last Patient Experience Insight conference agreeing they would recommend the event to a colleague, their feedback included:
“Each of the presentations were helpful for increasing my understanding of patient experience”
“Great opportunity to network and find out what other trusts are doing”
“Very informative, great speakers”
“I enjoyed learning updates and shared learning on patient experience”
By attending the 2020 conference, attendees will be supported to measure, monitor and improve patient experience in their service, and ensure that insight leads to quality improvement. Sessions through the day will include learning from patients, a national update, practical sessions focusing on delivering a patient experience based culture, measuring patient experience, using the NHS Improvement National Patient Experience Improvement Framework, demonstrating insight and responsiveness in real time, the role of human factors in improving quality, using patient experience to drive improvement, and changing the way we think about patient experience, and learning from excellence in patient experience practice.
Follow the conference on twitter #PatientExp
Click here to book: https://www.healthcareconferencesuk.co.uk/conferences-masterclasses/patient-experience-insight/book/west-one-de-vere-london-2020-11-6April 2020
Welcome to this month's PENLetter
Our exclusive newsletter for all of our members where we seek to update you on all of the most up to date, most interesting and most inspiring patient experience news.
The PEN TeamWelcome to the April edition of our newsletter
We know that we are now living in a very different world from the one we were in just a few short weeks ago. Healthcare workers, right across our sector, have shown their true colours and risen to the immense challenge posed by Covid-19. You are truly amazing.
Arguably experience is as important now as it ever was, and possibly even more so as staff, patients, carers and family face unprecedented situations under extraordinary stress and often alone.
We are hearing of some wonderful responses with pebbles, hearts, photos and names on the protective gear, to mention just a few of these. We would like to hear more about your own experiences and what you are doing to improve the experience for others.
We will continue to share good practice and focus on what is working well. We hope you will find this shortened edition of the newsletter hits the spot.
Please do let us know if you have any questions –we can be reached on 033 33 44 7060 or info@patientexperiencenetwork.orgAs usual let us know if you have any news or (virtual!) events you’d like us to cover.
Wishing you all the best
Ruth
#PENNA2019 Conference and Awards Ceremony
For the past nine years, we have very much looked forward to March and our annual day of celebrating and sharing the wonderful work being done in patient and staff experience with our hard-working healthcare colleagues and the wider communities that support them.
However, upon hearing that similar events to ours, for example the NHS England Patient Experience for Improvement Conference, were no longer going ahead, and given the current health concerns around COVID-19, we were fully aware of the requirement to ensure that our colleagues working in provider organisations were able to fully support their teams with the preparations needed for the coming weeks.
With all of that in mind, we made, with a very heavy heart, made the extremely difficult decision to postpone the celebrations that were due to take place on 18th March 2020 at The REP, Birmingham. Please note this is a postponement and not a cancellation.
This was a tough decision to make and not one we took lightly; the National Awards are the annual highlight in our calendar and are one of the best ways to celebrate all the amazing work all of you, up and down the country, in so many different organisations, have been doing. We know how much you value the opportunity to celebrate with, share, and learn from each other, and the huge buzz PENNA creates every year. We did, however, need to prioritise the health and safety of all our patients and colleagues and appreciated that you may have been required elsewhere.
At a time that is more suitable, we will absolutely be back in touch with you directly to share our revised plans, to update you on our reimagined celebrations, and to discuss how we can bring our 10th year Patient Experience Network National Award celebrations to you!
We are working on it as you read.... we will be back!
In the meantime you can find a full list of all shortlisted projects and submissions here:This Month's Case StudyFor this month’s case study we are sharing this project called ‘Patient Diaries in Intensive Care’. Whilst there may not be the time to implement right now, perhaps it provides food for thought as to how to help both patients and staff in this difficult environment. Plymouth Hospitals NHS Trust
(Now University Hospitals Plymouth NHS Trust)
Patient Diaries in Intensive Care
General Summary
Intensive care patients frequently experience memory loss, nightmares and delusional memories. Some may also develop symptoms of anxiety, depression and post-traumatic stress disorder (PSTD). The use of Patient Diaries in this population has emerged as a valuable tool to fill in memory gaps and to promote psychological recovery. Majority of reported diary usage has been within Europe, however there is little evidence of use of diaries as standard practice within the UK. Following publication of the ‘Rehabilitation after Critical Illness’ NICE Guidelines, it recommended services should be developed to meet the psychological care needs of patients following critical illness. In December 2016, our ICU introduced Patient Diaries following a 3-month trial. It was recognised we needed to try and reduce the impact of psychological trauma following a stay in ICU. Diaries offer a simple yet very effective way of helping patients understand and come to terms with what has happened to them whilst they have been critically ill. Equipping patients with a better understanding of what has happened to them whilst in ICU may help them to set realistic goals for recovery and minimise the risk of adverse long-term problems.
Read more ...PEN NewsTo 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. Volunteering News from NHS England 
News from NHS England and NHS Improvement
Shielded people can now self-refer for support from the NHS Volunteer Responders scheme.
We’ve put out a press release explaining this here: https://www.england.nhs.uk/2020/04/vulnerable-people-get-direct-line-to-nhs-volunteer-army/
The number for people to self-refer on is 08081963646.
Our partners can play an important role in telling people about this if they are vulnerable and in need of support.
This is in addition to the referral from organisations, health and social care, local government and others who are currently being onboarded.Maternity News from Picker
Although the CQC has stopped the 2020 Maternity Survey centrally, we believe that understanding the experiences of new mothers is still important and that the need for person centred care continues even during difficult times. Find out how we can help…
https://www.picker.org/new-mothers-experiences-of-care-survey-2020/New ResourcesNew Resource on bereavement for children – from Richard Littledale
In the past seven days I have produced a resource which may be useful both during the current pandemic and beyond. So many children are losing significant adults in their lives, and resources are scarce to help them. I am pleased to say that 'Marvin the Maple Tree' is now available. This is a fully illustrated, original children's story.
It can be downloaded for free here.
If people would prefer, they can buy it on Kindle here. The cost is £1, and all royalties go to NHS Charities Together.Events PEN is 10
Although this image is not "social-distancing-proof" it is one of my favourite memories, and I have many over our 10 years. May sees our 10th birthday and it is with sadness that we will be postponing our festivities. BUT please don't be concerned - we will still party, just not sure when yet, and you WILL be invited!
Insight Events
We are also planning our usual Insight roadshow, due in October. Of course much depends on the news over the coming week and months. We will keep you posted.
Experience of Care Week(#ExpofCare) or Patient Experience Week (#PEW)
We had a very "light touch" approach this past week sharing just some of the amazing things people are doing to improve the experience of care. Again we will be working hard to make sure we do not lose sight of this and plan a week for later in the year.Measuring, Understanding and Acting on Patient Experience Insight
2020 Conference
FRIDAY 6 NOV 2020, West One De Vere, London
A 20% Discount is available to the Patient Experience Network by quoting HCUK20PEN at time of booking.
Conference chair and key speakers include:
Chris Graham, Chief Executive Officer, Picker Institute Europe
Ruth Evans MBE, Chief Executive, Patient Experience Network
Clare Enston, Head of Insight and Feedback, NHS England and NHS Improvement
20% Discount for PEN
Following the success of past Patient Experience Insight events, Healthcare Conferences UK are pleased to announce the 2020 date for the latest CPD Accredited conference supported by the Patient Experience Network, taking place in London this November.
Sharing best practice at the 2019 Patient Experience conference, a number of high calibre speakers were in attendance including Annie Laverty, Director of Patient Experience at NCHT, Chris Graham, Chief Executive Officer at Picker Institute Europe, Neil Churchill OBE, Director of Patient Experience at NHS England and David McNally, Head of Experience of Care at NHS England and NHS Improvement.
Popular topics covered in 2019 included co-producing improvements in experience of care; using the national framework to establish how far patient experience is embedded in leadership, culture and operational processes, and improving patient experience and experiences of care - from measurement and understanding to changing practice.
With 100% of delegates at the last Patient Experience Insight conference agreeing they would recommend the event to a colleague, their feedback included:
“Each of the presentations were helpful for increasing my understanding of patient experience”
“Great opportunity to network and find out what other trusts are doing”
“Very informative, great speakers”
“I enjoyed learning updates and shared learning on patient experience”
By attending the 2020 conference, attendees will be supported to measure, monitor and improve patient experience in their service, and ensure that insight leads to quality improvement. Sessions through the day will include learning from patients, a national update, practical sessions focusing on delivering a patient experience based culture, measuring patient experience, using the NHS Improvement National Patient Experience Improvement Framework, demonstrating insight and responsiveness in real time, the role of human factors in improving quality, using patient experience to drive improvement, and changing the way we think about patient experience, and learning from excellence in patient experience practice.
Follow the conference on twitter #PatientExp
Click here to book: https://www.healthcareconferencesuk.co.uk/conferences-masterclasses/patient-experience-insight/book/west-one-de-vere-london-2020-11-6January 2020
Welcome to this month's PENLetter!
Our exclusive newsletter for all of our members where we seek to update you on all of the most up to date, most interesting and most inspiring patient experience news.
The PEN TeamWelcome to the New Year edition of our newsletter!
We are looking forward to another great year! In this edition we have some interesting articles for you to read – looking back at 2019 and looking forward to the new decade.
We are entering the last week to get your submission in for our PENNA 2019 awards, and we have a new and exciting category this year. If you have used CPES or other data to improve the experience for cancer patients, we’d love to hear from you, and of course we’d love to know about any good practice across the patient experience arena.
Please do let us know if you have any questions –we can be reached on 033 33 44 7060 or info@patientexperiencenetwork.org
As usual let us know if you have any news or events you’d like us to cover.
Wishing you all the best
Ruth
#PENNA2019 Conference and Awards Ceremony - 18th March 2020 in Birmingham at the REP.
If you have some best practice to share – something that you are doing well then why not enter. The deadline for entering is 29th January.
We love to share the news about everything that is happening across the UK to improve the experience for patients, carers, and staff.
NEW CATEGORY: We have been working with NHSE&I and MacMillan to create a new category to recognise the improvements in the experience for Cancer patients. This is the CPES Award and is new for THIS YEAR’S entries.
To stay informed why not follow us on twitter @PEN_NEWS or this year’s hash tag is #PENNA2019
We will announce the shortlist on 14th February!
Please contact us if you have questions – we would love to hear from you.
The team can be reached on 033 33 44 7060 or info@patientexperiencenetwork.org.
This Month's case Study 
Cardiff & Vale University Health Board
Developing a Patient-centred Service for Neuroendocrine Cancer across South Wales through Commissioning and Co-production
Dr Mohid Khan - khanms14@cardiff.ac.uk
General Summary
Care for patients with Neuroendocrine Cancer across South Wales has been transformed since September 2017 by developing a nationally commissioned patient-centred service across Welsh NHS organisations.
Historically, a fragmented service received significant negative feedback. Led by a Gastroenterology NET expert, working with commissioners and patient groups through co-production, options of the model of care were appraised and implemented at a central and local level.
Two cancer nurse specialists have been trained and provide support and education regardless of geography. There is more effective communication from the NET multidisciplinary meeting with equality of access to specialist expertise, diagnostics and treatments.
The new service has gained the confidence of patient groups with overall satisfaction rate increasing from 19% to 99%. Using patient reported outcome measures (PROMS), there is a statistically significant reduced burden of gastrointestinal symptoms with 93% of patients feeling their symptoms are being addressed.
To achieve sustainability, activity is recorded to guide devolvement of resource. Working with local clinicians has provided education to provide some local follow up for simple cases, guided centrally, which encourages sustainability.
The success has been shared with national Wales commissioners, other NET centres in the UK and Europe through conference presentations and social media.
Read more ...PEN News 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 linked in group PENFriends. Quotes from PEN Twitter Ruth Evans MBE at PEN
@PEN_NEWS
Lovely to see the continued presence of dogs in the #ptexp: https://eu.pressconnects.com/story/sponsor-story/uhs/2020/01/12/bark-9-therapy-dogs-bring-pet-therapy-uhs-cancer-patients/4419038002/
via @pressconnects
Ruth Evans MBE at PEN
@PEN_NEWS
·We are kicking off. The #EyesWise project looking to understand how to improve the #Patexp and hear patient voices. Looking forward to a great day listening to patients and carers.
Ruth Evans MBE at PEN
@PEN_NEWS
If you are a student working in healthcare and have an example of good practice to improve the #patexp we'd love to her from you! http://patientexperiencenetwork.org/awards/Leadership News 
Stanford researchers recommend 5 practices to improve doctor-patient relationships
2019 in Review: Exploring the Top Trends in Patient Engagement
Patient Experience News 
2020 New Year's resolutions: Little things make a big impact
Overseas News 
Pharmacy News Pharmacist-Led Patient Engagement Drives Patient Satisfaction
Technology News 
Other News 
PEN is working with NHS England on the EyesWise 100 Voices campaign and are looking for patients, carers and staff who have a story to tell about their experience of eye services since April 2018. Anyone interested in submitting a story should contact PEN on 033 33 447060.
Something Different 
BARK-9 Therapy Dogs bring pet therapy to UHS cancer patients
Events A Practical Guide to Human Factors in Healthcare
Friday 24 Jan 2020
De Vere West One Conference Centre, LondonAimed at Clinicians and Managers, this national conference will provide a practical guide to human factors in healthcare, and how a human factors approach can improve patient care, quality, process and safety.
For further information and to book your place visit
https://www.healthcareconferencesuk.co.uk/conferences-masterclasses/human-factors-in-healthcare or email kerry@hc-uk.org.uk
Follow the conference on Twitter #HumanFactors
PEN member discount is available by quoting ref: hcuk20pen when booking (*cannot be used in conjunction with any other offer. Full T&Cs available upon request).
Measuring, Understanding and Acting on Patient Experience Insight From Insight to Improvement
Monday 27 Jan 2020
De Vere West One Conference Centre, LondonThis conference will focus on measuring, understanding and acting on patient experience insight, and demonstrating responsiveness to that insight to ensure Patient Feedback is translated into quality improvement and assurance. Through national updates and case study presentations the conference will support you to measure, monitor and improve patient experience in your service, and ensure that insight leads to quality improvement.
For further information and to book your place visit
https://www.healthcareconferencesuk.co.uk/conferences-masterclasses/patient-experience-insight or email kate@hc-uk.org.uk
Follow the conversation on Twitter #PatientExp
PEN member 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
Wednesday 18 March 2020
The REP, Birmingham
This one day event is a must-attend day of celebration and sharing. Over the day we hear from all category winners and have the opportunity to immerse ourselves in practical good practice from all our finalistsFor further information and to book your place:
Call 033 33 44 7060, email info@patientexperiencenetwork.org or go to: http://patientexperiencenetwork.org/awards/
REGISTRATION OPEN: CLIP Health Libraries Group Conference 2020
Welcome drinks reception: Wednesday 22nd July 2020
Main Conference: Thursday 23rd - Friday 24th July 2020
Venue: Macdonald Aviemore Resort, ScotlandEarly bird discount of 10% off the Gold Package before 27th March 2020. This is subject to availability and in previous years we have sold out well in advance, so don’t put it off - secure your place now before everyone else is notified on Monday!
Just £585+VAT for HLG members (usual price £650+VAT). This Early Bird discount makes the Gold package cheaper than any other package but it must end on 27th March 2020 and is subject to availability. Conference-only tickets without accommodation are also available.
http://www.cilip.org.uk/event/HLG2020
In Case you Missed It
