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Insight to Improvement - The Northumbria Way

Thu, 19 Sep 2024

Virtual, Online


This session will provide attendees with insight into the approach adopted by Northumbria Healthcare NHS Foundation Trust to developing an organisational culture that supports the continual data driven improvement of patient and staff experience.


Northumbria Healthcare NHS Foundation Trust has developed a well-recognised and award winning patient experience improvement programme that spans a more than a decade. In 2018, the organisation took important steps to invest in the health and wellbeing of its staff, by developing a similar, integrated staff experience programme. This session will provide attendees with the opportunity to understand the 3 key elements of the Northumbria programmes; measurement and reporting; improvement approaches; and collaborative working practices. Attendees will consider how to enable an organisational culture that reinforces the interconnectedness of staff experience and patient experience and reflect on the principles of collaboration and engagement methodologies to drive improved experience and better care outcome for people and communities.


  • Understand effective approaches to patient and staff experience measurement.

  • Consider the relationship between patient and staff experience.

  • Understand the importance of organisational culture and collaborative working practices that focus on the improvement of patient and staff experience.

  • Understand the value of working in partnership with patients and communities to develop and improve inclusive and patient-centred NHS services.

  • Understanding Northumbria’s Working with Teams offer – development, operationalisation, evaluation, and staff feedback

  • Presenting our organisational culture learning as relational reciprocal roles


Health professionals wanting to gain insight and understanding of the effective approaches to both measuring and improving the experience of the people who use and deliver services.

Facilitated by:

Joanne Mackintosh

Chief Experience Officer
NHS Northumbria Healthcare

Lainey Fraser

Consultant Psychotherapist
NHS Northumbria Healthcare

In-house Training

This course can be held at your organisation for up 25 delegates, we can tailor the content to suit your organisation and CPD needs of your staff. Led by experienced and highly rated trainers, in-house training works out cost-effective for groups and saves travel time.

Contact katym@hc-uk.org.uk with your requirements for further information and a quote.

In-house Training

Fee Options

Virtual NHS, Schools, Care and Public Sector



Virtual Voluntary sector & charities



Virtual Commercial organisations



(Prices in brackets include VAT)


Additional delegate discount:

A discount of 15% will be applied to fees for any extra delegates.

Online discount:

A discount of 10% will be applied if you pay using the website.

Also of Interest

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