Welcome to the Patient Experience Network Newsletter
PENLetter June 2017
Issue 45
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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 June edition of our PENLetter! 

Please find below another newsletter packed with interesting patient experience news!  This month the importance of a good night’s sleep features in several articles, together with the experience for cancer patients.

There are several interesting articles relating to effective use of technology this time round. 

Also following the successful Insight for Improvement event on 21st June in Leeds, please don’t miss your chance to hear some of our winners share their best practice and have the opportunity to explore how you may tap into their experiences.   Dates include 11th July in London, 18th July in Birmingham and 25th July in Cambridge.

Enjoy the read.




Following the success of this year’s Awards we are bringing some of the best practice to a series of Insight for Improvement regional events.  We have just held the first day in Leeds and the feedback tells us this is a great day where participants hear about some fantastic examples of good practice and have the opportunity to network with like-minded people.  Further dates are 11th July, in London 18th July in Birmingham and 25th July in Cambridge.  To book your place or find out more please go to



We are about to issue the dates for next year’s Awards Programme – more news to follow but we will open for entries in July and our awards conference and ceremony will be on 1st March 2018 in Birmingham.  If you have any questions please contact the team on 033 33 44 7060 or

This Month's Case Study

Velindre Cancer Centre 

Communicating Effectively - Caring for my Family with Cancer

Velindre Cancer Centre in Whitchurch, Cardiff, provides specialist cancer services to people living in South East Wales and is one of the 10 largest cancer centres in the UK. The Cancer Centre is a specialist treatment, teaching and research and development centre for non-surgical oncology, treating patients with chemotherapy, radiotherapy and related treatments, and caring for patients with specialist palliative care needs. We provide services to over 1.5 million people across South East Wales and beyond. each year we treat over 5,000 new referrals and around 50,000 new outpatients. Our dedicated staff of over 670 work as a close knit team. Our aim is to provide patients & families with the best possible care and treatment.


PEN News

Ruth Evans MBE at PEN

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Leadership News

The clinical ROI of patient experience efforts

Patient Experience News

Compassion Fatigue in EMS: How to Empathize While Avoiding Burnout

Got Customer Service? Six Keys to Improving the Patient Experience

Is more digital support needed for young cancer patients?

Treatments and technologies matter, but patients most want to be seen as people

Improving Nurse Communication with a 56-Second Strategy

General Practice / Dental News

Improving the dental patient experience one text message at a time

Overseas News

Fewer Vitals Checks Boosts Patient Sleep, Hospital Experience

Why hospitals of the future will include hotels on campus

Innovative project ensures hospital patients get good sleep in Auckland's Waitemata

Technology News

Device helps ICU patients by filtering out noise from medical alarms

Other News

Dentists are using a walk around Wembury beach to calm down patients

Pharma / Clinical trail News

https://Listening To Patients To Improve Clinical Trials

Working collectively to improve cancer outcomes for patients

Articles From Our Members

Innovative access for Deaf patients


Me first Masterclasses 2017

Upcoming training dates:

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.


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.)

Shaping maternity services in South Yorkshire and Bassetlaw

Friday 7th July 20179:30am – 1pm (registration from 9am) Holiday Inn, Barnsley Road, Dodworth, S75 3JT

Have you used maternity services in South Yorkshire and Bassetlaw?  Would you like to be a part of a discussion that engages service users in the shaping of future maternity services in the area?  If so we would like to hear from you at this event!

 The event aims to bring together users of maternity services, as well as the providers, the commissioners and charities who are all important when it comes to the future of maternity services and providing support for women.

Join a workshop in July to discuss how you can play a role in your Local Maternity System
Take part before the workshop by giving your views on twitter via #SYBmatvoice

This event is aimed at service users, providers and commissioners of maternity services in South Yorkshire and Bassetlaw, organisations who are key stakeholders in maternity care, charities providing support for women.

Topics will include: background introduction to Local Maternity Systems, current position for South Yorkshire and Bassetlaw maternity services, action planning to support implementation of national recommendations.

If you would like to attend, please make sure that you book using this link:  Please note that the event takes place in a Hotel (Holiday Inn, Dodworth) and there will be no additional private break out rooms available, however, there is a reception area away from the main event and therefore children and babies are welcome to come along with you if this helps with your ability to attend.  Refreshments will be provided


Insight for Improvement Events

Tuesday 11th July 2017, London

Tuesday 18th July 2017, Birmingham

Tuesday 25th July 2017, Cambridge

Working in conjunction with NHS England and NHS Improvement, PEN are delighted to announce four regional events. 

Please register to attend here:

These are a series of events where we plan to bring some of the excitement and best practice from this years National PEN Awards into the regions. Over each day we will be hearing from several of our regional winners and finalists who have used feedback and insight to drive improvement in healthcare to showcase their work, we will 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. This is a day focussed on sharing what is working well, learning from each other and having the opportunity to discuss your own challenges with like-minded professionals.

This event will be interest for people who are responsible for improving patient experience or managing measurement or insight, particularly in provider organisations or local commissioning. Further details on each day will be issued as they become available.

Key issues in clinical negligence: funding, early intervention and the future of NHS Resolution

Morning, Thursday, 14th September 2017, London


This seminar will assess key issues in clinical negligence, including the role of NHS Resolution.
Delegates will consider the implementation of NHS Resolution’s five year strategy Delivering fair resolution and learning from harm, which sets out objectives for prevention, improving safety, resolving concerns fairly and managing NHS resources effectively.  Attendees will also discuss the expected NAO report on managing the costs of clinical negligence in trusts, and efforts to reduce costs associated with claims - as well as the Department of Health’s consultation on rapid resolution and redress scheme for severe birth injury, which proposes consistent and independent investigations.

To book your place:


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


Measuring & Monitoring Clinical Quality

Friday 22 September 2017
De Vere West One Conference Centre, London

Chaired by Andrew Corbett-Nolan Chief Executive at the Good Governance Institute, this conference focuses on measuring and monitoring clinical quality in line with the findings outlined in the 2017 Care Quality Commission publication ‘The State of Care in Acute Hospitals’.  You will have the opportunity to network with colleagues who are working to measure, monitor and improve clinical quality and reflect on the perspectives of organisations which the CQC has rated as outstanding

For further information and to book your place visit or email

Follow the conference on Twitter #NHSQuality

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


Learning from Serious Incidents: Implementing the National Guidance on Learning from Deaths

Monday 25 September 2017
De Vere West One Conference Centre, London

In March 2017 the National Quality Board has published National Guidance on Learning from Deaths providing a framework for NHS Trusts on identifying, reporting, investigating and learning from deaths of people in their care. This national conference looks at the practicalities of Serious Incident Investigation and the investigation of deaths in light of the new national guidance.

For further information and to book your place visit: or email Follow this conference on Twitter  #NHSSeriousIncidents

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

Measuring & Monitoring Patient Safety: Patient Safety Surveillance in Real Time

Friday 29 September 2017
De Vere West One Conference Centre, London

This conference focuses on measuring and monitoring patient safety in your service, including real time surveillance of patient safety concerns. Through national updates and practical case studies the conference will support you to develop the systems, metrics and culture to monitor and improve patient safety.

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

Follow this conference on Twitter  #patientsafetymonitoring

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


Investigation of Deaths in NHS Trusts: Implementing the NQB & CQC Recommendations

Monday 2 October 2017
De Vere West One Conference Centre, London

The National Guidance on Learning from Deaths was released by the National Quality Board in March 2017, following recommendations for NHS Trusts by the CQC released in December 2016. This national conference focuses on improving the investigation of deaths in NHS Trusts in line with these recent recommendations.

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

Follow the conference on Twitter #CQCDeathsreview


Autumn Conference 2017

Friday 13th October 2017, Liverpool

The autumn conference will be at The Walton Centre NHS Foundation Trust, Liverpool on Friday 13 October 2017. It will be held in the Lecture Theatre in the Sid Watkins Building on the site and a plan of the site will be attached to the Agenda. The site is five minutes’ walk from Fazakerley Railway Station, Liverpool.


Complaints Handling, Investigating, Resolving and Learning for Clinicians and Managers in Health and Social Care

Monday 16 October 2017
De Vere West One Conference Centre, London

The recent CQC review highlights the importance of effective complaints investigation and ensuring the learning from complaints is embedded within the service. Chaired by Geoff Delissen Senior Policy Officer (Complaints) Department of Health this conference will provide a practical guide to handling, investigating, responding and learning from complaints in health and social care.

For further information and to book your place visit: or email  Follow the conference on Twitter #NHSComplaints

Thursday 19th October 2017

Difficult Encounters Masterclass

Monday 13 November 2017
De Vere West One Conference Centre, London

Difficult Encounters is a masterclass for health professionals who would like to understand more about the art and science of communication. It is an interactive and entertaining course that provides delegates with an opportunity to develop their communication skills with service users, their relatives and other members of staff both on the phone and face to face. 

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


PALS and Patient Experience Conference 2017

Monday 27th November 2017, Derby

The 2017 PALS Conference will be held in Derby this year, courtesy of Derbyshire Healthcare Foundation. It will be on Monday 27 November 2017. The Agenda is coming together. We have confirmed special speaker from The Academy of Fabulous Stuff in the form of Roy Lilly so this will be a highlight of our events that we have so far provided. We also have somebody from the Learning Disability Programme of NHS England and a visit from medical Protection Dogs to explain what they are doing with dogs not only preventing patients have illness episodes but detection of cancers at a very early stage.


In-depth legal masterclass: Informed Consent After Lanarkshire

Wednesday 13 December 2017
De Vere West One Conference Centre, London

This one-day course will cover all elements of informed consent as well as the law relating to treatment of those who lack capacity and who are unable to give informed consent. 

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

In case you missed it

Make Your Compassion Heard: Narrate Care and Service

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