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Measuring, Understanding and Acting on Patient Experience Insight From Insight to Improvement

Thursday 31 Mar 2022


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Find out more about virtual attendance

This conference will focus on measuring, understanding and acting on patient experience insight, and demonstrating responsiveness to that insight to ensure Patient Feedback is translated into quality improvement and assurance. Through national updates and case study presentations the conference will support you to measure, monitor and improve patient experience in your service, and ensure that insight leads to quality improvement. Sessions will include learning from patients, improving patient experience during and beyond Covid-19, a national update, practical sessions focusing on delivering a patient experience based culture, measuring patient experience, using the NHS Improvement National Patient Experience Improvement Framework, demonstrating insight and responsiveness in real time, monitoring and improving staff experience,  the role of human factors in improving quality, using patient experience to drive improvement, changing the way we think about patient experience, and learning from excellence in patient experience practice.

Covid-19 has brought challenges we have never encountered and affected patients’ experience of healthcare, particularly if they have not had the direct support of their loved ones. The NHS Friends and Family Test is likely to be seen as unnecessary and inappropriate at this time: when wards are full and patients critically ill, do they care if the service would be recommended? What feels like an ordinary day at work is often extraordinary for a patient. The idea that patient experience equates to customer satisfaction may look very different in the future. Health experience is based on individual expectations, perceptions and interactions; it is beyond any survey or question. Professionals could be accused of trivialising care: what feels like an ordinary day at work is often extraordinary for a patient. Ensuring patients’ experiences are individual can feel impossible in a pandemic, but it is achievable by ensuring that every interaction matters and treating every procedure with care, compassion and respect…This crisis will pass but I hope the innovations borne out of it will lead to a recalibrated, personalised experience of NHS care. We should reflect on what patient experience work is really about and redefine it based on the core elements of: listening and connecting with others on a human level; valuing lived experience and individualised care; flexible and coordinated services; effective communication; and accessibility, dignity, respect and compassion.

Joanne McAllister Head of Patient and Service User Experience and nurse Northern Care Alliance NHS Group, Nursing Times 

"People drive patient experience….patient experience drives performance”

Patient Experience Network

This conference will enable you to:

  • Network with colleagues who are working to monitor and improve patient experience
  • Learn from outstanding practice in developing systems to improve patient experience insight
  • Reflect on a patient perspective 
  • Understand how patient experience measurement needs to adapt during and beyond the pandemic 
  • Understand how to effectively integrate patient experience insight with complaints – and learn from a new NHS Complaints Framework pilot site
  • Ensuring patient experience feedback leads to changes in practice
  • Learn how to use the National Patient Experience Improvement Framework in practice
  • Understand the national context for patient experience
  • Develop strategies for measuring and improving staff experience 
  • Understand how to work with staff to act on patient experience feedback in real time
  • Reflect on how to improve patient experience feedback from diverse communities 
  • Use a Human Factors approach to deliver change and improvement based on patient experience insight
  • Identify key strategies for developing a patient experience culture
  • Develop your role demonstrating insight and responsiveness
  • Self assess and expand your skills in analysing patients experience data

100% of delegates at our last Patient Experience Insight Conference would recommend the event to a colleague

Exhibition & Sponsorship Packages

This conference offers a valuable opportunity for industry suppliers to personally meet with their target audience where they will have time to talk and demonstrate the benefits of their products. High quality specialist audiences make having a presence at our events a highly targeted and cost effective marketing channel.

Why Exhibit?

Having a presence at this event will give you the opportunity to:

  • Demonstrate your product, system or service
  • Network and engage with your key audience  
  • Generate new business leads
  • Gain exposure for your brand and raise the profile of your organisation
  • Understand the current needs of your audience and challenges they’re facing
  • Update your knowledge of national policy and local developments  


Contact Carolyn Goodbody for exhibition and sponsorship prices, or to discuss a tailored package to suit your needs and budget.

Fee Options

NHS & Public Sector



Voluntary sector & charities



Commercial organisations



Virtual Training



(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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