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Measuring, Understanding and Acting on Patient Experience Insight

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

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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.

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

“Patient experience is at the Heart of the NHS Forward View.” Neil Churchill, Director for Patient Experience, NHS England, and National Quality Board Patient Experience sub-group member 2016

“Experience of care, clinical effectiveness and patient safety together make the three key components of quality in the NHS. Good care is linked to positive outcomes for the patient and is also associated with high levels of staff satisfaction. However, care is inconsistent and varies by different patient groups, with the poorest care often received by those least likely to make complaints, exercise choice or have family to speak up for them.” NHS England

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