Transforming patient and staff experience, what works?

Date: 
Venue: 
The King's Fund

Event highlights

'Nothing about me, without me.' The NHS White Paper.

The NHS White Paper highlighted the government's vision for a service that is 'genuinely centred on patients'. The need to focus on outcomes for patients and learning from patient experience will be of great importance in designing and improving services.

NHS staff want to provide good care for their patients, and at a time when the NHS is under huge pressure to make cost savings, providing good care for patients needs to be at the centre of decisions around making savings.

Presentations and talks from the conference

Sir Stephen Moss, Chair, Mid Staffordshire NHS Foundation Trust, explains the lessons that have been learnt at Mid Staffordshire.

Nancy Fontaine, Deputy Director of Nursing, Patient Safety and Quality Whipps Cross University Hospital NHS Trust and Tim Keogh, Partner, April Strategy on the work that Whipps Cross has done to revolutionise patient experience.

Annie Laverty, Director of Patient Experience, Northumbria Healthcare NHS Trust on improving patient experience in Northumbria.

Programme

Programme

Opening session

  • Lessons learnt from Mid Staffordshire
    Sir Stephen Moss, Chairman, Mid Staffordshire NHS Foundation Trust
  • The role of the Board: good practice for Board directors: findings from the Intelligent Board report 2010
    Roger Taylor, Director of Product Strategy and Design, Dr Foster Intelligence

Session two: Delivering patient-centred care

  • Whole organisation approach to improving patient experience
    Nancy Fontaine, Deputy Director of Nursing, Patient Safety and Quality, Whipps Cross University Hospital NHS Trust, and Tim Keogh, Partner, April Strategy
  • Improving processes of care and staff-patient interactions
    Annie Laverty, Director of Patient Experience, Northumbria Healthcare NHS Trust

Session three: Practical solutions for improving patient and staff experience

1. Practical methods for involving patients in service design and improvement

Chair: Jocelyn Cornwell, Director, Point of Care Programme, The King's Fund

  • The Experience-Based Co-Design approach: how the method works
    Dr Glenn Robert, Senior Research Fellow, National Nursing Research Centre, King's College London
  • The Integrated Cancer Centre's experience of working with patients to improve patient experience
    Catherine Dale, Programme manager, Patient-centred care, Integrated Cancer Centre, King's Health Partners and Claire, a patient co-designer

2. Measuring patients experiences: practical considerations
Chair: Bev Fitzsimons, Programme Manager, The Point of Care Programme, The King's Fund

  • Measuring patient experience: a policy perspective
    Catherine Foot, Senior Fellow, Policy, The King's Fund

3. Producing high quality information for patients
Chair: Joanna Goodrich, Senior Researcher/Programme Manager, The Point of Care Programme, The King's Fund 

  • Good practice methods for producing consumer health information
    Geraldine Mynors, Development Director, Patient Information Forum
  • Design for patient dignity: improving patient information
    Maja Kecman, Senior Associate, Patient Safety Group, Royal College of Art

Session four: Effective methods of staff support

Schwartz Center Rounds: supporting staff to deliver compassionate care

  • Results from the pilot sites in England
    Joanna Goodrich, Senior Researcher/Programme Manager, The Point of Care, The King's Fund
    See the presentation from Joanna Goodrich and Barbara Wrenn (pdf)
  • Using Schwartz Center Rounds in practice
    Barbara Wren, Consultant Lead Psychologist in Occupational Health, The Royal Free Hampstead NHS Trust
    Dr Sean Elyan, Medical Director, Gloucestershire Hospitals NHS Foundation Trust