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Neil Churchill & Dan Wellings NHS England discuss measuring and understanding how people really feel about the care they receive and demonstrating responsiveness to feedback

Neil Churchill Director of Patient Experience Dan Wellings Head of Insight NHS England discuss measuring and understanding how people really feel about the care they receive and demonstrating responsiveness to feedback at today's conference: 

  • demonstrate responsiveness to patients - not just about metrics or the friends and family test but about insight drawn from a number of sources and understanding how that can be acted upon
  • delivering a system wide approach to improving patient experience
  • developments at the NHS England
  • from data to intelligent information to insight
  • the insight dashboard and an overview of the datasets included
  • improving the quality of real time information
  • the development of patient centred outcome measures (PCOMS)

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

In their presentation Neil and Dan State: 

"Evidence based- more experience of care not focussed on patient experience so all relevant"

"5 year forward view and how this will be brought forward and address issues"

"Challenges and to meet needs for care users and patients"

"Culture is a huge point to think about"

"A real call for patients to be evolved and therefore valued with staff and patients"

"Staff focus needs to be addressed"

"Support available - look at data and publishing a series of toolkits for ccgs"

"Launching a buddying experience on cancer experience - launching this Friday"

"New independent network for heads of patient experience- point of care- through kings fund- create a safe space to express experiences"

"Experience of raising concerns and getting a toolkit for complaints"

"Driving better outcomes through commissioning"

"Insight using qualitative data and quantitative data"

"FFT is a formative measure it provides data to improve services"

"It is all well to keep collecting data but need to make sure something is done with it"

Neil and Dan' biographies:

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.

Dan is head of insight and feedback at nhs England. The insight team runs a range of surveys including the gp patient survey and the staff survey as well as rolling out the friends and family test across the nhs. The team recently completed a review of fft and published revised guidance. Prior to joining nhs England dan was a research director at ipsos MORI.

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 Churchill and Dan Wellings Presentation

4 February 2015

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