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Always Events®: Focusing on the elements of care that should happen every time to every patient

Neil Churchill Director of Patient Experience NHS England spoke at today’s Always Events® conference on:

• implementing a positive approach to improving patient care
• always events®: how do we ensure that always events happen first time, every time for every patient
• learning from what goes right rather than what goes wrong
• implementing and monitoring adherence to always events®
• identifying your own list of always events® for your practice

Neil discussed learning from Kate Granger and Tommy Whitelaw and the importance of personal connections and knowing someone as a basis for kindness and developing a therapeutic connection. Neil discussed the importance of always events as a positive tool in spreading good practice and setting expectations for patients and staff. Neil emphasised that a crucial element of always events® is co creation between patients and staff.

In terms of the national approach to always events® Neil stated that NHS England will not be coming up with a set of national always events®, he said this was discussed at NHS England but it was felt that local development is very important. The role for NHS England is to ensure organisations are developing a robust approach and the methodology is right. Neil referenced the IHI criteria for developing always events® and emphasised that there is an established accreditation framework. Neil said that in terms of an improvement programme we want to see organisations using always events® and we will look and check that they are being done well.

always events® is a registered trademark of The Institute for Healthcare Improvement

Neil's full presentation is available for download at the end of this page.

Neil has been with NHS England as Director for Patient Experience since April 2013, where he leads improvement work on Domain 4 of the Outcomes Framework, giving patients a positive experience of care. Prior to joining the NHS, Neil had a 25 year career in the voluntary sector, working for organisations including Asthma UK, Age Concern England, Barnardo's and Crisis. Neil was also a Non-Executive Director for NHS South of England and a member of the National Information Governance Board. He is a trustee of the London South Bank University Students' Union and is a Research Fellow for the Smith Institute and recently was appointed on the Advisory Group on public services for Which?  He lives in Sussex.

Future event of interest:

Improving Patient Experience & Experiences of Care
Tuesday 16 June 2015 
Hallam Conference Centre, London



Download: Neil Churchill full presentation

24 March 2015


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