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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.
"People drive patient experience….patient experience drives performance”
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 diverse 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
