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Measuring, Understanding and Acting on Patient Experience Insight

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

Measuring, Understanding and Acting on Patient Experience Insight
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Chaired by Julia Holding Head of Patient Experience at NHS Improvement 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 including an opening presentation from Neil Churchill Director for Patient Experience at NHS England 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. 

Sessions will include learning from patients, a national update, practical sessions focusing on delivering a patient experience based culture, demonstrating insight and responsiveness in real time, using patient experience to drive improvement, delivering a patient experience dashboard, improving data and intelligence, working with patients on co design and monitoring progress against  the NQB and NHS England endorsed Warwick Patient Experience programme in practice.

“Collecting the data is not enough; we need to be better at understanding it, interpreting it and most importantly acting upon what it tells us. Put simply, the NHS needs to be better at listening and acting on the insight and feedback we gather…We need to move to a place where Insight and feedback are central to the business of the NHS – used as routinely as other data on the quality of care. Decisions at a local and national level need to be informed by and reflect what matters to our patients, staff and service users. Insight data needs to be available to all from senior management, to frontline staff to patients and the public and it must be presented in accessible and transparent ways. Perhaps most importantly insight data has a key role to play in supporting patients’ empowerment in their health and their use of healthcare services.” Dan Wellings Patient Insight Lead NHS England 2016

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