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Neil Betteridge Speaks on Patient Experience Insight: Learning from patients & carers

Neil Betteridge, Director, Neil Betteridge Associates, Patient and Public Advisor  NHS Improving Quality Co-Chair, Chronic Pain Policy Coalition & Representative, CRG Specialised Pain Services, NHS England speaks on patient experience insight and learning from patients & carers at todays conference: 

  • learning from patient and carer experience

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

In his presentation Neil States: 

"Need to be clear on a labelling patients"

"Does patient experience only take place in hospitals or clinics?"

"Common thread is communication problems"

"Patient experience vs patient satisfaction- all needs to be measured"

"Need to have consistent message"

Abstract of presentation: 

This presentation draws on 20 years’ experience working in voluntary and paid positions as a patient adviser, in the voluntary sector, with government, at EU level and with the NHS in England.

Its primary purpose is to: 

  • Define our terms around patient insight and patient experience: do we all speak the same language?
  • Clarify our concepts: when and where does patient experience occur?
  • Challenge our assumptions: how does it differ from patient satisfaction and do you know what exactly you are measuring?
  • Refresh our purpose: why do it? What does it lead to?
  • Offer practical examples: understanding how supporting patients can not only lead to better patient experience, also produce system benefits such as reduced length of stay for surgery and fewer unscheduled readmissions

The vision put forward is one where communication with patients is fundamental, to facilitate their active involvement in their care and take on the role of ‘responsible patient’, empowered to the degree they wish to be, to support themselves better during and beyond periods of care. The concomitant system gains are shown as important, but only achievable with a relentless focus on optimising patient experience first and foremost. 

Neil Betteridge' biography:

After working for most of his professional life representing the interest of patients in the UK and Europe, Neil now runs his own company, Neil Betteridge Associates, offering high level, patient focused advice on a range of issues affecting the lives of people with rheumatic and msuculoskeletal conditions.

Whilst working as CEO of Arthritis Care in the UK that the Health Minister appointed him as the government’s Patient Adviser on a national programme to reduce waiting times for treatment. Neil remains a Patient Adviser to the government in England.

In the same period, the Minister for Transport appointed Neil as the official adviser to the UK government on disability and transport issues, a position he has held for 6 years.

Neil has been Vice President of EULAR, the European League Against Rheumatism, for 8 years and is now EULAR’s International Liaison Officer, leading on public affairs.

Finally, Neil has served as Chair of ARMA, the Arthritis and Musculoskeletal Alliance, the UK NAN for the Bone and Joint Decade.

Forthcoming events of interest:

Always Events®: A positive approach to Improving Patient Care
Tuesday 24 March 2015
ICO Conference Centre, London

Improving Patient Experience & Efficiencies using Lean 6 Sigma: Two Day Intensive & Interactive Workshop
Wednesday 22 - Thursday 23 April 2015, London

Tuesday 7 - Wednesday 8 July 2015, London

Tuesday 20 - Wednesday 21 October 2015, Manchester

Tuesday 8 - Wednesday 9 December 2015, London 

Download: Neil Betteridge's Presentation

4 February 2015


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