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Measuring, Understanding and Acting on Patient Experience Insight From Insight to Improvement

Training dates throughout the year:

Tuesday 16 Mar 2021
VIRTUAL, Online
VIRTUAL, Online Book Now
Thursday 8 Jul 2021
VIRTUAL, Online
VIRTUAL, Online Book Now

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Find out more about virtual attendance

This conference will focus on measuring, understanding and acting on patient experience insight, and demonstrating responsiveness to that insight to ensure Patient Feedback is translated into quality improvement and assurance. Through national updates and case study presentations the conference will support you to measure, monitor and improve patient experience in your service, and ensure that insight leads to quality improvement. Sessions will include learning from patients, improving patient experience during and beyond Covid-19, a national update, practical sessions focusing on delivering a patient experience based culture, measuring patient experience, using the NHS Improvement National Patient Experience Improvement Framework, demonstrating insight and responsiveness in real time, monitoring and improving staff experience,  the role of human factors in improving quality, using patient experience to drive improvement, changing the way we think about patient experience, and learning from excellence in patient experience practice.

Covid-19 has brought challenges we have never encountered and affected patients’ experience of healthcare, particularly if they have not had the direct support of their loved ones. The NHS Friends and Family Test is likely to be seen as unnecessary and inappropriate at this time: when wards are full and patients critically ill, do they care if the service would be recommended? What feels like an ordinary day at work is often extraordinary for a patient. The idea that patient experience equates to customer satisfaction may look very different in the future. Health experience is based on individual expectations, perceptions and interactions; it is beyond any survey or question. Professionals could be accused of trivialising care: what feels like an ordinary day at work is often extraordinary for a patient. Ensuring patients’ experiences are individual can feel impossible in a pandemic, but it is achievable by ensuring that every interaction matters and treating every procedure with care, compassion and respect…This crisis will pass but I hope the innovations borne out of it will lead to a recalibrated, personalised experience of NHS care. We should reflect on what patient experience work is really about and redefine it based on the core elements of: listening and connecting with others on a human level; valuing lived experience and individualised care; flexible and coordinated services; effective communication; and accessibility, dignity, respect and compassion.

Joanne McAllister Head of Patient and Service User Experience and nurse Northern Care Alliance NHS Group, Nursing Times October

Patient Experience experts are spending a lot of their time collecting feedback – we need to think about how we can spend more time on doing something about the feedback

Neil Churchill, Director for Patient Experience NHS England


This conference will enable you to:

  • Network with colleagues who are working to monitor and improve patient experience
  • Learn from outstanding practice in developing systems to improve patient experience insight
  • Reflect on a patient perspective 
  • Understand how patient experience measurement needs to adapt during and beyond the pandemic 
  • Ensuring patient experience feedback leads to changes in practice
  • Learn how to use the National Patient Experience Improvement Framework in practice
  • Understand the national context for patient experience
  • Develop strategies for measuring and improving staff experience 
  • Understand how to work with staff to act on patient experience feedback in real time
  • Reflect on how to improve patient experience feedback from BAME Communities 
  • Use a Human Factors approach to deliver change and improvement based on patient experience insight
  • Identify key strategies for developing a patient experience culture
  • Develop your role demonstrating insight and responsiveness
  • Self assess and expand your skills in analysing patients experience data

100% of delegates at our last Patient Experience Insight Conference would recommend the event to a colleague

Virtual Attendance

Our online virtual events include a combination of live webcam presentations, training materials, video sessions and interactive exercises.

All you need is a quiet space, a good internet connection and PC or laptop with camera and microphone to allow you to see, hear and speak to the facilitator and other delegates. We will provide full instructions for accessing the platform along with login details. 

For the full benefits and all our virtual training titles click here

Virtual Training

Exhibition & Sponsorship Packages

This conference offers a valuable opportunity for industry suppliers to personally meet with their target audience where they will have time to talk and demonstrate the benefits of their products. High quality specialist audiences make having a presence at our events a highly targeted and cost effective marketing channel.

Why Exhibit?

Having a presence at this event will give you the opportunity to:

  • Demonstrate your product, system or service
  • Network and engage face to face with your key audience o 
  • Generate new business leads
  • Gain exposure for your brand and raise the profile of your organisation
  • Understand the current needs of your audience and challenges they’re facing
  • Update your knowledge of national policy and local developments  

Enquire

Contact Carolyn Goodbody for exhibition and sponsorship prices, or to discuss a tailored package to suit your needs and budget.

Fee Options

NHS & Public Sector

£295.00

(£354.00)

Voluntary sector & charities

£250.00

(£300.00)

Commercial organisations

£549.00

(£658.80)

Virtual Training

£295.00

(£354.00)

(Prices in brackets include VAT)

Discounts

Additional delegate discount:

A discount of 15% will be applied to fees for any extra delegates.

Online discount:

A discount of 10% will be applied if you pay using the website.

Also of Interest

Deteriorating Patient Summit
Tuesday 20 Apr 2021
VIRTUAL, Online
NHS Complaints Summit 2021
Thursday 13 May 2021
VIRTUAL, Online

Supporting organisations