Welcome to the Patient Experience Network Newsletter
PENLetter December 2016
Issue 39
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Merry Christmas from the PEN team!
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

There is so much to be celebrated in the news over the last month or so, with some really interesting articles.Two of my favourites are simple ideas that really can make a big difference to a patients experience! 

1. random Acts of Flowers who deliver encouragement to Stanford Hospital patients by collecting unsold flowers and re-distributing them, and

2. a children’s health service partners with a transportation service to enhance the experience – a thoughtful idea with so much potential.

This month the Beryl Institute have released 8  “Guiding Principles for Patient Experience Excellence”  We have included them in our Leadership News section as this must start with the leaders and are listed below:

  1. Identify and support accountable leadership with committed time and focused intent to shape and guide experience strategy
  2. Establish and reinforce a strong, vibrant and positive organizational culture and all it comprises
  3. Develop a formal definition for what experience is to their organization
  4. Implement a defined process for continuous patient and family input and engagement
  5. Engage all voices in driving comprehensive, systemic and lasting solutions
  6. Look beyond clinical experience of care to all interactions and touch points
  7. Focus on alignment across all segments of the continuum and the spaces in between
  8. Encompass both a focus on healing and a commitment to well-being

In Patient Experience News we have found four great items including another article about communication – this time focussing on empathy.   This was also covered in one of the sessions at the recent PROMs summit where Prof Simon Rogers led a conversation about the importance of empathy in the consultation.  It made me think about how we may think we are being empathetic but not fully understanding what it means – two brilliant resources to help better understand empathy are:  Its not about the nail and Brené Brown on Empathy

Board members taste test the patient food in an article included in the Local News section – fantastic!   And so much more in our other sections. 

Finally Nicky Beecher is interested in hearing about anything you are doing to improve the carers’ experience – see Questions from our members for our members for full details.

Wishing you a wonderful festive season.

All the best


We would love to hear from you if you are interested in taking part in this year’s celebration of great work to improve the experience of patient care. 



This is a very exciting month for us as not only is it Christmas, but we have also been receiving entries for PENNA2016.  We can already see the calibre of the entries is extremely high giving our judges a tough challenge!  All bodes well, however, for an incredible celebration on 21st March 2017!

In the period 9th December -19th December our judges are reviewing submissions so our shortlist will be announced on 23rd December 2016

21st March 2017 is the date for our AWARDS Conference and ceremony at the REP in Birmingham – please put this date in your diary! 

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

OR to register to attend please use the following link:

This Month's Case Study
South Tyneside NHS Foundation Trust
Bringing Patient Experience Closer to Home

The Introduction of Using Entonox in the Community for Children Facing Distressing and /or Painful Procedures
When children experience pain or discomfort, during nursing interventions, cause distress for all involved.  This may lead to fear, anxiety and potential long term problems. We sought to reduce these issues by introducing the use of 50% Nitrous Oxide 50% Oxygen (Entonox) when undertaking invasive nursing procedures in children in the community.  On investigation we found that this is not done by any other children’s community nursing team in the country.


PEN News

Ruth Evans MBE at PEN

9,798 tweets
following 714 people
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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 LinkedIn group PENFriends.
Leadership News

Guiding Principles for Patient Experience Excellence Shared by The Beryl Institute

Patient Experience News

A Simple Way to Measure Health Care Outcomes

Doctors need to replace sympathy and compassion with broader skill of empathy

Why Patient Satisfaction is More Than “Making Patients Happy”

What is Experience? The Moments That Patients Remember Most

Overseas News

Giving Patients an Active Role in Their Health Care

Hospital Companions Can Ease Isolation For Older People

How 1 nurse practices being present with patients

Health profession students collaborate to improve patient care

Hospitalists transform patient care at NYU Lutheran

Technology News

Westchester Medical Center Health Network to Deploy MediNav Across its Campuses

Other News

Healthcare Actors Are Always On Stage! (What are your patients hearing when you think they're not listening?)

Something Different

Nemours Children’s Health System partners with RoundTrip to enhance patient transportation services

Random Acts of Flowers delivers encouragement to Stanford Hospital patients

Articles from our Members

Leadership programme GenerationQ is now open for applications

The Health Foundation are looking for 18 senior health care leaders from across the UK to join our leadership programme GenerationQ.

GenerationQ is a part time, fully-funded leadership and quality improvement programme for senior leaders from health care practice, policy and the charity sector. It is designed to equip its Fellows with the skills and techniques to drive forward and influence improvements across services and organisations.

The programme aims to create a network of skilled and effective leaders who are able to have an impact on improving quality of care beyond their immediate sphere of influence.

Fellows achieve a postgraduate Fellows achieve a postgraduate certificate in Leadership (Quality Improvement) from Ashridge Executive Education.

Deadline for applications is 12 noon, 23 January 2017. If you are interested in applying visit

Questions from our members for our members.

Dear Acute Trust Colleagues,

Do any of you do anything specifically around Carers experience? For example do you have a specific survey for Carers, do you run any Carer’s focus groups, do you have a Carer’s lead at your trust?

We are reviewing what support we offer and how we monitor the experience of Carers at UHB – anything you have that you could share would be much appreciated.

Happy to share what we come up with too, if any of you are interested in this?

Contact me via email: or Tel: 0121 371 4724

Kind Regards

Nicky Beecher

Patient Experience Manager – University Hospitals Birmingham NHSFT

Conference:  Priorities for improving patient safety in the NHS: regulation, transparency and whistleblowing


This conference will provide speakers and delegates with an opportunity to discuss priorities for improving patient safety within the NHS - including safeguarding whistleblowers.  Delegates will assess priorities for the newly formed Healthcare Safety Investigation Branch in dealing with patient safety violations, challenges for developing a standardised approach for reviewing cases of patient death, and the impact of the NHS Improvement’s targets requiring all NHS Trusts to develop a ‘Charter for Openness and Transparency’.

Speakers will discuss next steps for reducing the number of avoidable deaths, the impact of 7-day NHS services on patient experience, and prospects for achieving the Health Secretary’s goal of creating a ‘learning culture’ in the NHS.

To book your place contact: Follow us on Twitter @WFPEvents

Conference: Next steps for IT, data and patient records in the NHS: funding, commissioning and implementing the Wachter Review


Following the launch of NHS Digital and the discontinuation of, delegates at this seminar will consider the priorities for digital health and widening digital participation in the NHS, in line with the National Information Board’s ‘Personalised Health and Care 2020 Framework’. 

Attendees will also assess the impact of the Wachter Review, which looks at how IT and electronic health records are used across the NHS, and issues for data security and confidentiality, in light of a recent review by the CQC and the new National Data Guardian.   Further sessions focus on challenges for commissioners and providers to achieve paperless care, including progress made since the submission of Local Digital Roadmaps and Digital Maturity Assessments, using big data to improve health outcomes and expanding the use of patient data in research and clinical trials.

To book your place contact: Follow us on Twitter @WFPEvents


Masterclass: Complaints Handling & Response Letters

Wednesday 8 February 2017
Doubletree, Hilton London, West End, London

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


Conference: Hospital Mortality Annual Summit: Mortality Monitoring & Reducing Avoidable Deaths attributable to problems in care- where are we now?

Wednesday 22 February 2017
The Studio Conference Centre, Birmingham

This national Summit will focus on the question of mortality monitoring: where are we now? Through national updates and practical case studies the conference will look at how we can reduce and monitor avoidable deaths in hospitals through a range of measures which will replace the single hospital wide HSMR approach. The various approaches will aim to answer the question of whether a problem in care contributed to death, and how to identify which deaths attributable to problems in care are unavoidable.

For further information and to book your place visit or email

Follow the conference on Twitter #NHSMortality


Conference: Learning from Serious Incidents: Implementing the CQC Recommendations

Thursday 23 February 2017
The Studio Conference Centre, Birmingham

This conference focuses on learning from serious incidents: improving the quality of investigations and ensuring lessons are learned and embedded into practice. Through national updates, practical case studies and expert led extended sessions, the conference will provide a practical guide to implementing the five opportunities for improvement as identified through the Care Quality Commission review.

For further information and to book your place visit or email

Follow the conference on Twitter #NHSSeriousIncidents


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

Friday 10 March 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.  The conference will have an extended focus on the patient role in monitoring safety, developing systems to capturing, and learning from Patient Reported Safety Concerns, and the use of patients in real time surveillance of patient safety issues. The afternoon will focus on real time patient safety monitoring around key safety domains such as falls, mortality, staffing and medication safety.

For further information and to book your place visit or email

Follow the conference on Twitter #patientsafetymonitoring

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.)


PEN National Awards Conference and Celebration

Tuesday 21 March 2017
The REP, Birmingham

Don’t forget to put this into your diaries….to register to enter or to attend please use the following link: or contact us on 01772 336639 or


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
or email

Follow the conference on Twitter #PatientExp  


In-depth legal masterclass: Informed Consent After Lanarkshire

Friday 12 May 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.   All delegates will have the opportunity to discuss their own areas of concern with an experienced healthcare lawyer. 

For further information and to book your place visit or email

Useful Resources
New report on whole system flow in health and social care  In all parts of the UK there is an increased emphasis on health and social care organisations working

together to tackle the quality and productivity challenges that all systems are facing, and to ensure that care is ‘genuinely coordinated around what people need and want’.

Improving the flow of patients, service users, information and resources within and between health and social care organisations can have a crucial role to play in coordinating care around the needs of patients and service users, and driving up service quality and productivity.

Poor flow is not only a source of significant waste and delay, but it can also be devastating for patients and service users and deeply frustrating for people working in health and social care.

The Health Foundation and AQuA’s new report, The challenge and potential of whole system flow, draws on over 20 examples from across the UK and internationally. It outlines an organising framework and tested methods that local health and social care leaders can use to improve whole system flow.

Read the report:

In case you missed it

Its not about the nail

Brené Brown on Empathy

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