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News and Updates from today's Patient Experience Insight conference

Neil Churchill speaking at today's Patient Experience conferenceNeil Churchill speaking at today's Patient Experience conference

Conference chair, Julia Holding Head of Patient Experience NHS Improvement, opens the day with an introduction on 'Innovative approaches to Patient Experience insight and demonstrating responsiveness to feedback at a local level' covering:

• Patient experience update from NHS Improvement 
• the new patient experience headlines tool

Julia comments: "Patients are the ultimate recipient of care.  It’s essential to work in partnership. I have been working together with trusts and CQC focusing on the needs of patients.  Focusing on what works – a lot of our work is to shine a light on this"

Julia's biography: Julia worked as a nurse, midwife and health visitor before taking on more strategic roles. She completed a MSC in Organisational Development in 2008 and following this developed a real passion for patient centric quality and service improvement.  She has led regional and national patient engagement and experience work in a variety of NHS organisations, including the Department of Health.

Continue the morning sesssion is Don Brereton Chair Patient Experience Sub-group National Quality Board who delivers a presentation on: Patient Experience Insight: Learning from patients & carers, covering:
• what is experience of care?
• why is experience important?
• what is good experience of care?
• the little things that make a big difference
• meaningfully engaging and involving people
• patient leadership in action: my experience 

Don comments: ‘Providing the right experience of care is as important as providing the right treatment’.

‘What is good experience?’ – ‘To make sure the patient is treated as an individual and has some control over their cover plan’

‘When our subgroup was discussing what experience covered – we came up with the following – 

1.Ensuring dignity, privacy and independence.
2.Supporting shared decision making.
3.Supporting self management.

‘On a personal experience – our son was born with downs syndrome and in the last few years has started to have seisures. When this happened he would be taken to A & E by ambulance. Often he would be fine and would just need to come home have a bath and go to sleep, BUT it was often very difficult to get him discharged. We were told that there are over 80 protocols dealing with epilepsy’
‘The whole institution is trapped in a response because of protocols’

Don's biography: I was appointed as a lay member of the National Quality Board in 2008/9.  My role on the Board reflected my experience of carers and caring.   My main personal experience of caring has been together with my wife looking after our son Sam who was born with Downs Syndrome 40 years ago.  I also became Chair of Carers UK in 2005 to and am now a Vice President.  My career experience had also been largely in the field of health and social care.  I was glad therefore to be invited to Chair the NQB Sub-group on the Patient Experience with the aspiration to promote the patient experience as an essential element of high quality care.

Neil Churchill Director for Patient Experience NHS England delivers an extended session on Improving Patient Experience and Experiences of Care, and will discuss:
• from measurement and understanding to changing practice
• patient experience and quality improvement;
• underpinning patient experience with positive staff experience;
• using insight from experience to drive transformation and sustainability

Neil comments ‘We who work in the NHS are patients at times, but its hard to look at both perspectives at the same time’
‘It feels like we measure a lot of things if you work in the NHS about patients’ ‘It can be quite confusing’
‘There are a number of things at the heart of good patient care’ ‘By focusing on these we can help people to get better care and recovery’

1.    Communication
2.    Being treated as an individual
3.    Care is coordinated
4.    Access to information needed.
5.    Access to support needed.
6.    The environment in which care is received.

‘Certain things have improved more than others – The easier things such as letters being sent after care’ ‘We have started to put a photo on the letter of who is sending it, as patients may not recognise a name but they may recognise a face’
‘There has been less improvement on people being involved in the decisions of their care’
‘Guy’s and St Thomas’s are the first trust to have their Radiotherapy department built above ground – with natural daylight, as patients were not happy to be having their treatment underground in the basement’ ‘so this is something we have learnt by listening to patient experience’
‘Patient experience is a core part of quality improvement’
‘We need to focus on interrelation of community care and hospital trust care’
‘Sometimes the questions are complicated and the answers are simple’

Neil's biography: Neil is Director for Patient Experience at NHS England, where he leads improvement on non-clinical aspects of quality. His brief includes NHS England’s Commitments to Carers, improving experience for people with cancer, working with users of learning disability services to improve quality, enhancing staff experience and learning from complaints and whistleblowers. Neil joined NHS England in 2013 after a 25 year career in the voluntary sector at organisations including Barnardo’s, Age Concern, Crisis and Asthma UK. Neil has been a Non-Executive Director for NHS South of England, an appointed member of the National Information Governance Board and a trustee of a number of charities across the UK. Neil is a member of the Executive Board for the Beryl Institute, a change agent from the School for Health and Care Radicals and a member of Q, the quality improvement collaborative from the Health Foundation. He tweets as @neilgchurchill.

Also of interest:


18 September 2017


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