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Patient Reported Experience Measures (PREMS)

Today’s Patient Reported Experience Measures (PREMS) conference started with a powerful opening presentation by Tommy Whitelaw on Patient Experience Insight: Learning from patients & carers

For five years Tommy Whitelaw was a full-time carer for his late mother Joan who had Vascular Dementia, and in 2011 Tommy undertook a walk around Scotland’s towns and cities to collect hundreds of life story letters detailing the experiences of individuals caring for a loved one living with dementia.

Since then, he has engaged with thousands of carers through his ‘Tommy on Tour’ blog and as Project Engagement Lead with the Health and Social Care Alliance’s Dementia Carer Voices Project, conducting frequent talks to health and social care professionals and carer organisations across Scotland, to raise awareness of the impact of dementia on families and the importance of empowering carers in carrying out their difficult but vital role.

Tommy's passion for his work and the Dementia Carer Voices Project has not gone unnoticed. He was the winner of the 'Age Scotland Jess Barrow Award' in 2013; Finalist Campaigner of the year 2013 for 'The Herald Scottish Politician of the Year Awards' and won the NHSGGC Chairman’s Ambassador Award 2013.

Most recently, in January 2015, Tommy was awarded the 'British Citizen’s Award for Services to Healthcare' in recognition of his work to raise awareness of dementia and promote a fuller understanding of the carer journey.

EXTENDED SESSION: Patient Reported Experience Measures (PREMs)

Chris Graham Director of Research and Policy Picker Europe

This interactive session provided delegates with a step by step guide to developing and implementing Patient Reported Experience Measures in their service, the tools and measures currently available, and learning from the results to change and improve practice

Full powerpoint presentation

Chris commented "Patient surveys - can either be via intervew or self administered through a form.  Can also be audio or visual.  Both can have a profound effect on how people respond."
"Timing of surveys is important - It's not always easy for people to give negative feedback, especially when the patient is in hospital.  Patients can feel vulnerable."

"Sampling - Often seen as mysterious as they are random. A sample is drawn from a larger pool (or ‘frame’) of people. If this is biased, then your results will be biased too – no matter how many people you get responses from
What is an acceptable sample size? There's alot of flexibility, but generally the more the merrier. " 

ONS harmonised questions: 
UK Data Service Question Bank 
Sample size calculators (basic) (more complex)
Online survey tools with (limited) free accounts 

Improving Patient Experience and Experiences of Care

Neil Churchill Director for Patient Experience NHS England

• experience as a change methodology

• achieving improvements on the major national clinical priorities: cancer, learning disability, mental health, diabetes

• integrating staff experience and patient experience

• learnings from the Vanguard and other Pioneer Sites

Neil comments

‘The key is not what we measure but how we link data to quality improvement.’ Don Berwick

"How is patient experience data used? Most people said it was collected / got regular updates about PX feedback and  / Feedback is used to make improvements in my department"

"The Health Experience Research Group at University of Oxford: Making better use of patient experience data for health service improvement (US-PEx). They will produce a practical toolkit for NHS on strategies for making patient experience data more convincing, credible and useful for front line teams as well as how to involve patients & families in the process."

"One thing that hasnt been considered enough is the staff experience.  Very interested in a number of trusts that have started bringing data sets together into the same dashboards - Always events might work for staff."

"NHS England are developing an Insight Network."

Full powerpoint presentation

Future related events:

Outstanding CQC Inspections in Hospitals
Tuesday 21 June 
Hallam Conference Centre, London

Outstanding CQC Inspections in General Practice
Tuesday 27 September 
Hallam Conference Centre, London

National PROMs Summit 2016
Wednesday 7 December 2016 
Cavendish Conference Centre, London

Download: Conference brochure

11 May 2016


    Partner Organisations

    The Tavistock and Portman NHS Foundation TrustInPracticeClinical Audit Support CentrePlayoutJust For Nurses
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