Patient Experience & Quality improvement
Breaking down silos for co-creation
Thursday 5th December 2019, 9.00am registration for 9.30am commencement- 5.00pm
Our inaugural national patient experience and quality improvement conference in the NHS brings together industry experts and NHS success stories to deliver an inspiring yet practical event.
Covering a wide array of topics, from the latest developments nationally on patient experience and quality improvement initiatives and how co-creation works in healthcare globally to local examples of patient co-creation in quality improvement projects that deliver real results to patient experience, the day really will have something for everyone! To view the agenda please click here
Main Conference Speakers & Award Presenters – to view all biographies please click here
It is inconceivable that we have a conference on the impact of quality improvements on patient experience, without a patient talking to us about how it feels to be a patient in the NHS in the year 2019. What frustrates them? What surprises them? What they are grateful for and what they wish we continue to do to help them with their diagnosis, recovery, ease of service access, and communications. Are we creating frictionless service for patients? We welcome Lucy Watts, MBE (@LucyAlexandria), an award-winning speaker who understands how it feels to access health service as a young disabled woman living with complex, life-limiting illness causing complex medical needs.
We are delighted to welcome Hugh McCaughey, National Director of Improvement, NHS England & NHS Improvement (@HughMcCaughey) to kick off our conference with the latest national developments for improving the patient experience and quality improvement in relation to the NHS Long Term Plan ambitions.
At NHS Elect, we always love learning from sectors different from ours to spark creativity and new ways of thinking for the NHS. We end the morning with Steven Walden, Strativity (@Steven_Walden) with how a Belgian hospital has introduced co-creation to improve patient experience and productivity and co-creation techniques have helped industries where competitive partners collaborate to deliver greater value and experience to their customers. He will share top tips for delivering great patient experience and quality improvement across multiple partners and different delivery systems?
Before lunch, we will have our 2019/2020 Patient Experience and Quality Improvement Awards and we are delighted Lucy Watts, MBE, NHS Elect, NHS England and NHS Improvement will present our awards to our winners.
After lunch, we move the focus of our conference to hearing from our NHS Elect members and NHS colleagues who we have worked with over the year on what they have done in terms of working across traditional disciplines to bring fresh insight and quality improvement energy for improving the patient experience. Four workshops will be held at the same time:
Room 1 – Putting patients in the driving seat: patients as co-designers and team member of your services. Challenging accepted norms and ways we engage patients in co-creation and service delivery presentations from:
- Solent NHS Trust Side by Side: ‘Working in partnership with patients and communities to improve’
- Camden & Islington NHS Foundation Trust: ‘Users at the heart of induction’
- University Hospitals of Derby & Burton NHS Foundation Trust: ‘Embedding the patient voice in organisational quality improvement’
- Room 2 – Quality Improvement in 2018/19 presentations from:
- Royal Free London NHS Foundation Trust (Workforce Award Winner): ‘Reducing nursing turnover in ICU by improving joy in work’
- Hampshire Hospitals NHS Foundation Trust: ‘Building a Culture of Continuous Quality Improvement. An example of local trail blazing – Radiology’
- Gloucestershire Hospitals NHS Foundation Trust (Most Inspiring Award Winner): ‘Introduction of influenza point of care testing (POCT) to reduce hospital-acquired flu and bed days lost to flu during 2017/18 season’
Room 3 – Patient Experience & Compassionate Care. Working across multidisciplinary, organization and system partners to deliver compassionate care for patients presentations from:
- Great Western Hospitals NHS Foundation Trust: ‘Communications training toolkit for improving patients with learning disabilities in acute care’
- Hertfordshire Community NHS Trust: ‘Always Events learning – understanding what matters most to carers and end of life care patients & how Always Events are improving experiences of care’
- St Oswald’s Hospice, Newcastle: ‘Building a Compassionate Workforce: Learning from Stories’ Hertfordshire Community NHS Trust: ‘Always Events learning – understanding what matters most to carers and end of life care patients & how Always Events are improving experiences of care’
Room 4 – Patient Experience and Quality Improvement : The National Perspective NHS England and NHS Improvement. Connecting with the National patient experience and improvement teams on practical ideas and programmes presentations from:
- Patient Experience Team: ‘Our perspective’ (including new learning from the Always Events programme as we move to use this model of co production to improve experiences of care across systems)
- Improvement Team: ‘Our perspective’Practical example: Learning from the Cancer Improvement Collaborative Feedback from the national cancer patient experience survey is being used with up to 20 provider organisations to drive local improvements using the NHSI methodology
We end the day with a bang to keep your energies up before you leave our conference! An interactive mini workshop with Peter Dorrington, TTEC (@pdorrington) a trained rocket scientist but now inventor of customer emotional analytics which merge the discipline customer experience, quality improvement, data analysis, behavioral science and communications.
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