Welcome to the Patient Experience Network Newsletter
PENLetter March 2017
Issue 42
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Welcome to this month’s PENLetter dedicated to celebrating PENNA 2016!

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

Welcome to the March edition of our PENLetter!  In this newsletter we collate the best of the Patient Experience news.

This week is the first 'Experiences of Care' week and we are delighted to have celebrated some of the brilliant work being done to improve the experience of care at our 7th Awards ceremony and conference. 

There are so may wonderful examples of what is working well. To find out more take a look at our website over the coming days where we will upload all the finalist presentations, videos of the category winners, photographs from the day and our summary video.  We have also included all the winners, runners up and finalists later in this newsletter. 

Our case study this month – is the overall winner of PENNA2016! 

Enjoy the read.



Patient Experience National Awards -  Wow what a day! 

Bradford Teaching Hospitals was crowned this year’s overall winner at the Patient Experience National Awards with their powerful and emotive Baby View – Neonatal Intensive Care Video Conferencing Project.    They wowed both the judges and the attendees to become this year’s overall winner. 
In the first ever National Experiences of Care week, PEN (the Patient Experience Network) were delighted to showcase so many examples of wonderful work being done across the UK to improve the experiences of care.   This, our 7th National awards event and conference, proved to be our best yet.  Starting with some wise words from the wonderful Yvonne Newbold, “simply the best around”, we were reminded of why the human connection remains so very important in the experience of care.  Promising to tap dance, we look forward to welcoming Yvonne next year!  Clare Enston then very ably reminded us of the importance of insight and how we can use this asset – with the link between staff and patient experience being key: “Employee engagement emerges as the best predictor of NHS trust outcomes” (Professor Michael West).  This year was the first year PEN partnered with the Insight team to introduce the new category of FFT and Patient Insight. 
With over 60 finalists joining us and 16 category winners presenting their case studies this truly was a day full of sharing wildly and stealing with pride – as well as taking a rare opportunity to celebrate and recognise some of our patient experience heroes (please see list below for all finalists, runners up and winners).  Perhaps a hackneyed phrase, but Yvonne so powerfully reminded us that everyone in the room was already genuinely a winner having recognised the tremendous energising and motivating force of celebrating what is working well for all involved.
Our afternoon keynote was Rachel Naunton, who shared what Common Room have been achieving since this time last year when they were acknowledged as the overall winner of PENNA2015.  Who knew this was Rachel’s first speaking engagement of this kind, as she eloquently described their work and how winning PENNA2015 “sends a strong message, gives credibility to the project and the recognition is very motivating for our team.  It helped us to grow, develop and expand.” 
Music plays an important role over the day and this year Lee Bennet helped us raise the bar – carefully selecting music to accompany all of our winners and speakers.  We have created a new anthem for Yvonne (Simply the best Around by Joe Esposito) and we know from our tweets how people enjoyed their moment in the spot light “Loving the music we have today #PENNA2016 for our category we strutted down to #EdSheeran ( literally strutting )” (Stewart Taylor)
With so very many extraordinary stars in the room how did we decide who was the overall winner of PENNA2016 – well that was decided by the judges and by the audience – who each had 50% of the votes.  And the overall winner 2016 was: Bradford Teaching Hospitals with Baby View – Neonatal Intensive Care Video Conferencing Project.
We also have “on the day prizes” and the Tweeter of the day was Bev Balin, Poster of the Day was Health Improvement Scotland, Quote of the day Kuldeep Singh, Judge of the day Nick Medforth,  Networker of the day Helen Sadler and Monkey and Simply the best of the day is Kate Hammond!  All very well deserved! 
We have to make a special mention to our panel of 65 judges.  All of whom give their time freely and enthusiastically – thank you – we couldn’t do it without you!
And we are incredibly grateful to our generous partners and supporters: Picker Institute Europe, NHS England, NHS Improvement, Monkey Wellbeing, Healthcare Communications, CoMetrica, GalbraithWight, Events Northern, Professional Call Minders, 101 Systemworks and Healthcare Conferences.
With monkeys and lions were also taking part at this year’s PENNA2016 – surely an event not to be missed next year!!



This Month's Case Study
Bradford Teaching Hospitals
Baby View - Neonatal Intensive Care Video Conferencing Project
Bradford Teaching Hospitals NHS Foundation Trust is responsible for providing hospital services for the people of Bradford and communities across Yorkshire. We operate over several sites, including Bradford Royal Infirmary, which provides the majority of inpatient services, and St. Luke’s Hospital, which predominantly provides outpatient and rehabilitation services. Employing 5000 staff, covering a large and multi-cultural population we aim to be responsive to the needs of both patients and their families/carers. We look for new ways to improve patients experience; this joint collaboration between the Information Technology, Neonatal services & the Chief Nurse team is an excellent example. READ MORE HERE
PEN News

Ruth Evans MBE at PEN

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*****NEW**** Experience of Care week 20th – 24th March

Measuring, Understanding and Acting on Patient Experience Insight

Friday 24 March 2017
De Vere West One Conference Centre, London

This conference 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 s or email

Follow the conference on Twitter #PatientExp

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.)


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

Tuesday 25 April 2017
De Vere West One Conference Centre, London

This conference will provide a practical guide to handling, investigating, responding and learning from complaints in health and social care. 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.

For further information and to book your place visit or email

Follow this conference on Twitter #NHSComplaints

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.)

Improving Outpatient Services: National Summit

Wednesday 26 April 2017
De Vere West One Conference Centre, London

This national summit aims to bring together leaders of outpatient services to focus on improvement and the delivery of outstanding outpatient care and experience. The conference opens with an update from the National  Digital Outpatients programme which aims to use digital solutions to empower patients to access outpatient services via their phones, laptops or tablets from checking test results to remote speech and language therapy (NHS Improvement 2016).  The conference continues with an extended in depth masterclass which will include interactive group work focusing on Improving, capacity, access, patient flow and waiting times in outpatient services. Further sessions will focus on improving patient experience, improving outcomes in outpatient services and the developing role of virtual outpatient clinics in reducing pressure on outpatient services.

For further information and to book your place visit or email

Follow this conference on Twitter #Outpatients

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.)


Service User Experience in Mental Health

Friday 12 May 2017
De Vere West One, London

Through national updates, lived experience and practical case studies the conference will provide a step by step guide to measuring, monitoring and improving service user experience in mental health services.

For further information and to book your place visit or email

Follow the conference on Twitter #serviceuserMH


Challenge 2020: Embedding Engagement in Health

Tuesday 16th May


MES is happy to announce that the countdown to this year's 'Challenge 2020' conference has officially begun with the launch of our event microsite: Please take a look around.

On Tuesday 16 May, we will be back at 30 Euston Square, London for 'Challenge 2020: Embedding Engagement in Health' : an event which looks to build on the discussions of last year's 'Advancing Engagement' conference by focusing on leadership (how leaders can make engagement a business as usual standard) and outcomes (clear and tangible examples of how engagement can lead to positive results).

We've secured a quality line-up of speakers from organisations such as John Lewis Partnership, Co-operatives UK, The Point of Care Foundation, Patient Experience Network and NHS RightCare. A full breakdown of our speakers and programme can be found at our microsite, with the final few sessions to be announced in the coming weeks.

As was the case last year, this event will be CPD accredited.

Tickets can be requested by emailing Book before Friday 17 March to secure an Earlybird Ticket (and £100 off the standard price). Group tickets are also available. Further info is on the microsite.

Our first conference proved to be a great day for learning, networking and advancing the engagement agenda. We hope you'll join us for the follow-up on 16 May.

Involving Users in Developing Health Information, on Wednesday 17 May 2017, in London

The Patient Information Forum ( believes that patients and carers should be seen as essential partners in the production of health information. Their needs and experience bring a unique perspective – without it there is no guarantee that the information produced will be relevant or easy to understand. 

Patients see things that aren’t seen by health care professionals and they see things differently.  Knowing the signs and symptoms of a chronic condition is very different to knowing what it’s like to live with it.  Both types of knowledge are essential in producing high quality information. 

If you  would like to develop your knowledge in this important area, please join us on Wednesday 17 May 2017 to learn more about how you can successfully engage users in the development of your resources. The event will share practical case studies and learning, and will support participants to consider:

Understanding user needs

How to involve users at each step of information resource development

How to involve disadvantaged groups, and/or go beyond talking to the most engaged users

Taking a co-production approach

Different methods for engaging and seeking feedback from users

PIF's events are a great opportunity to network with others working in the field of health information and support.  A dedicated networking session will encourage delegates to share how you involve users and what challenges you face.

Further details and information of how to book to attend this event can be found at:


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


Useful Resources
In case you missed it

HOPE Newsletter | February 2017

The Health Foundation, an independent charity committed to bringing about better health and health care for people in the UK, has £1.5 million available for up to 20 teams to test and develop innovative ideas to improve health care delivery in the UK.

As part of our Innovating for Improvement programme, we are looking for projects that aim to improve health care delivery and/or the way people manage their own health care.

We are particularly interested in applications from teams who will be applying an innovative use of data.

Each team will receive up to £75,000 of funding, over 15 months, to support the implementation and evaluation of their project.

The deadline for applications is 12:00 noon on Tuesday 28 March 2017.

Due to the popularity of this programme, we reserve the right to close ahead of this date if the programme is oversubscribed.

Please forward this email to colleagues who might be interested in applying for this programme.
Find out more and apply:

HEART Conversations: Beyond the Clinical  

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