Welcome to the Patient Experience Network Newsletter
PENLetter May 2017
Issue 44
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Welcome to this month’s PENLetter

We have collated all the current and inspirational patient experience news into one place. 
Welcome Note from Ruth Evans, PEN Founder

Welcome to the May edition of our PENLetter!  

Another newsletter packed with interesting patient experience news!  We have some great articles to read in Leadership news.

In one article an executive shares their learning from shadowing a member of the frontline team, another looks at the importance of patient experience n the C-suite, and a third explores compassionate leadership.  Loads of great reads in our Patient Experience news section as well with two looking at the difference sitting down makes.


We are finalising the regional events where we plan to bring some of the excitement of the awards to four regional events – more to follow soon!

Don't forget videos of the winners presentations, copies of all finalists' presentations, photos from the day and brochure ALL available on our website: 


Enjoy the read.




Following our successful Awards we are planning to bring some of the best practice to a series of regional events.  We are finalising the details for four events and so far have fixed two dates: 21st June in Leeds and 11th July in London.  Two events are planned in the Midlands on 18th and 25th July.  More details will be issued soon, but please make a note of these dates in your diary.


If you have any questions please contact the team on 033 33 44 7060 or


This Month's Case Study

Nottingham University Hospitals - Think Drink Project

About the Project

Think Drink initiative was established in 2015 at NUH. The cause and extent of the problem was identified through audit data of fasting times for patients’ waiting for surgery and valuable Patient Public Involvement feedback from patients about their experiences. The audit data indicated excessive fasting times for patients across the trust, an average of nine hours; this coupled with some negative feedback from patient, saying they were very thirsty and kept without fluid for long periods prior to their surgery. The overall aim of the initiative is to minimising fasting times for patients across the trust thus improving patient outcomes and experience, reducing dehydration and morbidity. 

PEN News

Ruth Evans MBE at PEN

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Leadership News

Hospital Impact: What one health system executive learned from shadowing frontline staff

The newest faces in hospital C-suites are focusing on patient engagement

Caring to change: How compassionate leadership can stimulate innovation in health care

Patient Experience News

Ireland launches first ever patient experience survey

Geisinger’s nursing bundle improves consistency, quality of patient experience

Nurses sitting at the bedside linked to higher patient experience scores

Is Sitting the New Patient Communication Strategy for Nurses?

Hospital Impact: For a better patient experience, focus on the outcomes that matter most

6 Steps to Improving the Patient, Family Engagement Process

Local News

Scheme where patients dine with their family at Norfolk and Norwich Hospital recognised at national awards

Technology News

Do caregivers need a Parkinson’s disease simulation device to experience empathy?

How to master patient onboarding in 3 steps


Masterclass: Complaints Handling & Response Letters

Tuesday 23 May 2017
De Vere West One Conference Centre

This interactive and practical workshop will provide a structured approach to complaints handling and response writing.  Delegates will be taken through a methodology that will ensure that all complaints are properly investigated and that responses will stand up to scrutiny. There will be a complaint and letter writing case study during which delegates will receive feedback from the trainer.

For further information and to book your place visit or email



Me first Masterclasses 2017

Upcoming training dates:

London:  5th June 2017

London:  7th July 2017

Birmingham:  26th July 2017

Me first is an education and training resource that helps health and social care professionals to develop their knowledge, skills and confidence in communicating with children and young people.

The Me first masterclasses, which are co-delivered with young people, support healthcare professionals to apply the Me first communication model to their practice. The training builds on attendee’s existing skills and expertise, and utilises quality improvement techniques to enable healthcare staff to embed learning in their clinical practice.

Please visit or email us at to sign up for training.



The future for medical technologies, devices and diagnostics: accelerating access, self care, and early indications from Innovation Test Beds

Morning, Thursday, 29th June 2017

Central London


Following the launch of the NHS Innovation Accelerator, this seminar will be a timely opportunity to assess indications from the test bed sites, and next steps for developing the role of technology in healthcare to support new models of care.

Discussion will be informed by the publication of the Accelerated Access Review, particularly in respect of its recommended establishment of a digital health technology catalyst, and advice to NICE to review its health technology assessment processes.

Further sessions will focus on utilising technology to promote self care, the growth of wearable technology, and the next steps and challenges for industry following Brexit.


Patient Leadership Summit

Friday 7 July 2017
De Vere West One Conference Centre, London

This national summit chaired and co-produced with Jonathan Hope Patient & Co-Chair ‘Realising the Value of Individuals’ NHS England will focus on the important issue of Patient Leadership and how you can support patients in your organization to co-design and improve services, how you can help patients to develop patient leadership skills and how to effectively work with patient leaders.

For further information and to book your place visit or email

Follow the conference on Twitter #patientleadership

Our 20% discount is available by quoting ref: hcuk20pen  when booking.(*Cannot be used in conjunction with any other offer.  Full T&Cs available upon request.)


Measuring, Understanding and Acting on Patient Experience Insight

Monday 18 September 2017


The CQC State of Hospitals Report, 2 March 2017 states that “Changes to improve pathways of care, patient experience, and outcomes can also have significant cost savings” 

By attending this conference delegates will focus on measuring, understanding and acting on patient experience insight, and demonstrating responsiveness to that insight to improve care. Through national updates and case study presentations the conference will support you to measure, monitor and improve patient experience in your service, and demonstrate responsiveness to the feedback you receive

For further information and to book your place visit email: or call Carolyn Goodbody on 01932 429933

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


Useful Resources 

Negotiating the Care Maze in poetry

Caring to change: How compassionate leadership can stimulate innovation in health care

What? Why? Children in Hospital

SPEAK -It’s a two way thing  An NHS East and North Hertfordshire video to raise awareness for effective communication between healthcare professionals and young people. SPEAK – S = Slowly, P = Politely, E = Easily, A = Adapt, K = Kindly

In case you missed it

Soapbox: The Power of Emotional Contagion

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