Welcome to the Patient Experience Network Newsletter
PENLetter April 2019
Issue 65
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Welcome to this month’s PENLetter

Your monthly update on all the latest and most inspirational patient experience news!

Welcome to the April edition of our newsletter!

This month we see several articles focussing on the all-important relationship between staff and patient experience, together with an article on the impact of nurse rounding on experience.   Although not new news, it's always worth reading about the significance of these processes to both staff and patients.

It is Experience of Care week next week – a brilliant time to celebrate the great work of your teams.  If you are looking for some inspiration why not go to our video channel and watch some of the stimulating speakers from this year’s awards (and indeed previous years!).  

If you have time to watch just one then I recommend: Sara Thurle Keynote #PENNA 2018

Wishing you all the best,


We are still hatching our plans for next year’s #PENNA. 

So please watch this space!!

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

This Month's Case Study
Nottingham University Hospitals NHS Trust (NUH)
The Chief Nurse Excellence in Care Fellowship Programme
Overall Winner of Using Insight for Improvement Category

Contact Details: Louise Bramley -
Nottingham University Hospitals NHS Trust (NUH) is an aspiring American Nurses Credentialing Centre (ANCC) Magnet® organisation providing high quality and safe clinical services, and excellent staff experience. We are one of the largest Trusts in the UK and one of the largest employers in the region, employing around 15,000 people at QMC, Nottingham City Hospital and Ropewalk House. We are based in the heart of Nottingham, providing services to over 2.5 million residents of Nottingham and its surrounding communities. We also provide specialist services for a further 3-4 million people from across the region. Our portfolio of activities range across 90 clinical ward areas, approximately 1,700 beds and day-case ambulatory and midwifery community services.

General Summary
The Chief Nurse Excellence in Care Fellowship (CNEF) is an innovative initiative that has shown to empower junior front-line nurses, midwives and operating department practitioners to make significant impacts on patient care through quality improvements projects, whilst gaining academic experience and leadership skills. This initiative is designed specifically to retain talented staff as well as allow them to experience the early stages of a clinical academic career pathway.  Informed by our consultation with over 5000 nurses, midwives and ODPs, an initial pilot cohort of six frontline junior nurses was commenced.  The model ensures frontline staff continue to work in clinical practice, with one day per week over a year to undertake a bespoke training programme with support of a clinical and academic mentor. A further three cohorts have since been recruited, totalling 22 CNEFs.  It is now being adopted within midwifery and AHP communities at NUH and within 4 Trusts within England. Outcomes of the initiative are consistently three-fold. Individual quality improvement projects, which were diverse and across a range of specialties showed significant impact on patient care and outcomes. In addition, all participants were retained within the organisation and also reported gaining valuable leadership and academic skills.

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 why not join our LinkedIn group PENFriends? 

  Ruth Evans MBE at PEN
  • 6613 tweets 
  • Following 539 

Last month's top tweet:

Ruth Evans MBE at PEN @PEN_NEWS

Lovely piece: … @BHR_hospitals staff win awards for helping vulnerable patients @AlinaKaysteven2 with Dr Phil Carey of @ljmu and of course the lovely @SaraTurle


Leadership News

How Nurse Working Conditions Impact the Patient Experience

IT leaders prioritizing patient experience, value-based care in 2019, survey finds

Employee Engagement Tied to Higher Patient Satisfaction Levels

Patient Experience News

How to attract loyal patients

Industry Voices—6 types of healthcare surveys that can improve patient experiences

How Digitized Nurse Leader Rounding Can Improve HCAHPS Scores

Local News

Poole Hospital launches virtual fracture clinic to improve patient experience

Barking, Havering and Redbridge Hospital NHS Trust staff win prestigious prizes for patient experience at national awards

Diagnostic Imaging 

Consumerization of Healthcare: Why Differentiation is Critical for Clinics

Technology News

How Providers Are Leveraging Technology to Enhance the Patient Experience

Pharma/Clinical Trial News

‘Medical home’ models must be patient-centered to improve experiences

Articles From Our Members


Get ready for Experience of Care Week

Experience of Care Week is coming around again and runs from 22 to 26 April.  You can find out how to take part and download resources on the dedicated web pages.

This international campaign is again being supported by both NHS England and NHS Improvement and offers everyone the opportunity to celebrate the work that’s happening to improve experience of care.  This will be our third year of involvement and will build on the success of the last two years, as well as reaching out further to external partners.

We are inviting teams across the system, in commissioning organisations and care providers, to get involved and share their work in a variety of ways, such as events, blogs and other social media activity during the week. The aim is to inspire and encourage others with examples of small and big things that are improving experiences for the people using and working in our services. 

Find out more on the WeCommunities web pages where you can download a range of colourful, fun graphics to help promote the week.

Get involved, make some noise and let’s turn the spotlight onto experience of care.

Social media is a key tool for bring this Experience of Care Week to life, so please use the hashtag #ExpofCare to join the conversation and share photographs to tell everyone what’s going on in your part of the NHS.


Questions/Comments from Our Members for Our Members 


Funding available for informatics in health care research.

The Health Foundation, an independent charity committed to bringing about better health and health care for people in the UK have opened their £1.6m Insight Research Programme 2019 for applications. This is a researcher-led open call supporting original research on informatics in health and care services. We are inviting outline proposals for research that advances the collection and use of data within national clinical audits and patient registries to improve health care quality in the UK. We are looking to support up to five projects with funding between £300,000 and £400,000.


Find out more:


This programme is open for application until 16 May 2019



Patient Leadership Summit
Friday 29 March 2019
De Vere West One Conference Centre, London

This national summit chaired and co-produced with Jonathon Hope MBE 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.


2019 Experience of Care Week 
From 22 April 2019

Experience of Care Week – an international celebration of patient experience – will run this year from 22 April. NHS England and NHS Improvement will be taking part as usual, along with NHS organisations across the country.

If you want to get a flavour of the kind of activities that happened last year, have a look at the We Communities website, where news about the week is always shared, along with resources such as graphics for bunting and social media.  More information and resources will be shared here as it is published


Transforming Outpatient Services
Monday 29 April 2019
The Novotel Conference Centre, York

This conference focuses on transforming outpatients, looking beyond improvement to changing the way we work and manage outpatient services in line with the recent report by the Royal College of Physicians.

For further information and to book your place visit: or email

Follow this conference on Twitter #Outpatients

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

Useful Resources


Latest news from the Friends and Family Test development project

The work to inform revised guidance on the Friends and Family Test was recently completed after extensive engagement with more than 1300 stakeholders – healthcare professionals, FFT suppliers and patients – to identify ways to make it a stronger tool to support local service improvement and to increase the FFT’s accessibility to all services users.

The final phase was formal research and cognitive testing of some possible options by Ipsos MORI, and the findings have now been delivered.  Their independent report on this work is expected to be published in April.

Conclusions and recommendations from the nine-month-long FFT Development Project are being considered by NHS England’s Chief Executive, Simon Stevens, and he will decide whether a sufficiently strong case has been made for changing the current FFT requirements.  Once a decision has been made, we will be writing formally to trusts, to CCGs and to primary care professional bodies to let them know.  We will also update our project web page.   We still aim to produce revised guidance by the end of April.



In Case You Missed It

Eight years later and we’re going strong.


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