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Improving Outpatient Services: National Summit

Chaired by Professor W Angus Wallace Division of Orthopaedic and Accident Surgery University of Nottingham/Nottingham University Hospitals NHS Trust, this national summit brings together leaders of outpatient services to focus on improvement and the delivery of outstanding outpatient care and experience.

Hugh Rogers Associate Medical Director & Consultant Urologist Chelsea & Westminster NHS Foundation Trust opens the conference with an update on 'Towards Digital Outpatient Services', discussing:

  • the Digital Outpatient Vision 
  • reducing missed appointments: practical advice and lessons from evidence 
  • offering different ways of caring for patients. 
  • the National Digital Outpatients Programme: empowering patients to access outpatient services via their phones, laptops or tablets from checking test results to remote speech and language therapy

Full powerpoint presentation

Hugh Rogers is a consultant urologist, and for most of my career I have been involved in quality improvement at local and national level in the NHS. I worked on lean implementation programs - notably the Productive Series - for the NHS Institute for Innovation & Improvement until it was consumed by the ‘bonfire of the Quangos’ in 2011. I had a leading role in The Productive Operating Theatre program (‘TPOT’) and rolled out a nationwide series of training workshops in human factors applied to the operating theatre.

My current work as Associate Medical Director is to help steer innovation and transformation within a newly integrated organization.  We are now working on a substantial IT implementation which will utterly change the way clinicians work.  In addition my time as CQC special advisor has given me privileged insight into the way different trusts are improving their operating theatre performance.

The morning sessions continued with a presentation from Jenny King Chief Research Officer Picker Institute Europe on 'Improving Patient Experience in Outpatient Services' and covered:

  • improving patient experience in outpatient services
  • learning from the National NHS Outpatient Survey
  • from data to intelligent information to insight
  • improving the quality of real time information
  • ‘Always Events’ and how they can be implemented in outpatients

Jenny said it is; "important to measure patient experience as quality care is key." She went on to discuss the importance of seeing through patients eyes, the Picker Institute principles for improving patient experience and learnign from patient reporting.

Toolkit available at

This incudes a free to use questionnaire that can be used in any Trust.
Full PowerPoint presentation

Future conferences of interest:

Complaints Handling, Investigating, Resolving and Learning for Clinicians and Managers in Health and Social Care
Monday 16 October 2017 
De Vere West One Conference Centre, London

Consultant Job Planning
Thursday 19 October 2017 
The Studio Conference Centre, Birmingham

Clinical Audit for Improvement
Thursday 19 October 2017 
The Studio Conference Centre, Birmingham

Managing Doctors in Difficulty and Difficult Doctors
Monday 30 October 2017 
De Vere West One Conference Centre, London


15 September 2017


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