Transforming patient and staff experience

The power of narrative, case histories and numbers
Date: 
Time: 
8.15am─5.00pm
Venue: 
The King's Fund, London W1G 0AN
Event type: 
One-day conference

About this event

Event highlights

The best tweets and links from the day have been collected at storify.com/TheKingsFund/transforming-patient-and-staff-experience.

You can also download the speakers' slides.

Trisha Greenhalgh.jpg

Trisha Greenhalgh
Trisha Greenhalgh: not stories or numbers but stories and numbers

Professor Trisha Greenhalgh, Professor of Primary Health Care and Dean for Research Impact, Blizard Institute.

Watch a video of Trisha's talk

Sara Ryan.jpg

Sara Ryan
Sara Ryan: how to hear voices that are seldom heard

Sara Ryan, Senior Research Lead, Health Experiences Research Group, University of Oxford.

Watch a video of Sara's talk

Dan Wellings.jpg

Dan Wellings
Dan Wellings: Friends and Family Test

Dan Wellings, Head of Insight and Feedback, NHS England.

Watch a video of Dan's talk

Marion Jannner.jpg

Marion Janner
Marion Janner: Star Wards - a lunatic making over the asylum

Marion Janner OBE, Chief Executive, Star Wards.

Watch a video of Marion's talk

Heather Tierney-Moore.jpg

Heather Tierney-Moore
Heather Tierney-Moore: creating a narrative for cultural change

Professor Heather Tierney-Moore, Chief Executive, Lancashire Care NHS Foundation Trust.

Watch a video of Heather's talk

Robert Francis: multimedia

Robert Francis
Catherine Foot in conversation with Robert Francis

Sir Robert Francis QC talks about patient stories and the Mid-Staffs Inquiry.

Watch a video of Robert's interview

About this event

Delegates attended this one-day conference to learn about the importance of the inter-relationship between staff and patient experience, how it can be understood and how to harness it to drive improvements in quality and safety.

They heard from academics, policy-makers, clinicians and managers who shared examples of the importance of stories and numbers to the improvement agenda and tools that can make an impact in improving staff and patient experience.

Held jointly with The Point of Care Foundation, the conference provided a forum for leaders, clinicians, and managerial staff to come together to explore new avenues for achieving truly patient-centred care.

Programme

Breakfast workshop

Transforming patient experience: How do we properly understand the patient experience of medicines and are we asking the right questions?

This workshop was organised and run by the conference sponsors Abbvie. Further information about the session can be found on the 'Breakfast workshop' tab.

Session one: Stories vs numbers – how do we make sense of experience and why?

Chaired by Jocelyn Cornwell, Director, The Point of Care Foundation

Welcome and introduction
Jocelyn Cornwell, Director, The Point of Care Foundation

Not stories or numbers but stories and numbers
Professor Trisha Greenhalgh, Professor of Primary Health Care and Dean for Research Impact, Blizard Institute

Behind every number is a human story
Andrea Sutcliffe, Chief Inspector for Social Care, Care Quality Commission 

Session two: The power of stories to generate understanding

Chaired by Jocelyn Cornwell, Director, The Point of Care Foundation

How to hear voices that are seldom heard
Sara Ryan, Senior Research Lead, Health Experiences Research Group, University of Oxford

Balancing the qualitative with the quantitative: the use of stories in medicine and medical education
Dr Graham Easton, Lead for Medical Education Research, Imperial College London

Session three: The value of numbers and their uses to drive improvements

Chaired by Jocelyn Cornwell, Director, The Point of Care Foundation

What can we learn from measures and data?
Professor Nick Black, Professor of Health Services Research, London School of Hygiene and Tropical Medicine

Using data to drive campaigns
Mike Davidge, Director – Measurement, NHS Elect

Friends and Family Test
Dan Wellings, Head of Insight and Feedback, NHS England 

Session four: Breakout sessions

Delegates will have the option of attending one of four breakout sessions. Each session will feature case studies and tools to help delegates understand to harness patient and staff experience to drive positive change.

A: What's the key to sustaining Schwartz Rounds

  • Barbara Wren, Lead Psychologist and Mentor, The Point of Care Foundation

Chaired by Debbie Sandford, The Point of Care Foundation

B: Patient voices: how reflective digital storytelling can enhance patient and staff experience

  • Pip Hardy, Co-founder, Patient Voices Programme 

Chaired by Beverley Fitzsimons, Fellow, Policy, The King’s Fund

C: What is the role of patient leaders?

  • Alison Cameron, Consultant in Effective Public Engagement & Patient Leadership 

Chaired by Joanna Goodrich, Senior Researcher and Programme Manager, The King’s Fund

D. Experience-based co-design

  • Melanie Gager, Sister Critical Care Follow Up, Royal Berkshire NHS Foundation Trust
  • Dr Michael Larkin, Senior Research Tutor for Clinical Psychology, University of Birmingham

Chaired by Robert Johnstone, Chair, Access Matters

Session five: Tales from the Point of Care

Chaired by Catherine Foot, Assistant Director, Policy, The King's Fund

Star Wards: Improving inpatient mental health care
Marion Janner OBE, Chief Executive, Star Wards

Schwartz Rounds: the power to influence cultural change
Barbara Wren, Lead Psychologist and Mentor, The Point of Care Foundation

Questions and discussion

Session six: Enabling experiences and driving change

Chaired by Catherine Foot, Assistant Director, Policy, The King's Fund

How to make decisions in the face of conflicting data
Professor Heather Tierney-Moore, Chief Executive, Lancashire Care NHS Foundation Trust

Seeing the big picture: using patient and staff stories to make sense of organisations
A conversation with Sir Robert Francis QC

Speakers

Sir Robert Francis QC

Board Member, Care Quality Commission

Professor Trisha Greenhalgh

Professor of Primary Health Care and Dean for Research Impact, Blizard Institute

Andrea Sutcliffe

Chief Inspector for Social Care, Care Quality Commission

Professor Nick Black

Professor of Health Services Research, London School of Hygiene and Tropical Medicine

Marion Janner OBE

Chief Executive, Star Wards

Sara Ryan

Senior Research Lead, Health Experiences Research Group, University of Oxford

Dr Graham Easton

Lead for Medical Education Research, Imperial College London

Mike Davidge

Director – Measurement, NHS Elect

Dan Wellings

Head of Insight and Feedback, NHS England

Barbara Wren

Lead Psychologist and Mentor, The Point of Care Foundation

Pip Hardy

Co-founder, Patient Voices Programme

Alison Cameron

Consultant in Effective Public Engagement & Patient Leadership

Melanie Gager

Sister Critical Care Follow Up, Royal Berkshire NHS Foundation Trust

Professor Heather Tierney-Moore

Chief Executive, Lancashire Care NHS Foundation Trust

Catherine Foot

Assistant Director, Policy, The King's Fund

Read Catherine's biography

Jocelyn Cornwell

Director, The Point of Care Foundation and Senior Fellow, The King's Fund

Read Jocelyn's biography


Workshop

Breakfast workshop

Transforming patient experience: How do we properly understand the patient experience of medicines and are we asking the right questions?

There has been extensive discussion about ‘medicines optimisation’, policy guidance endorsed by NHS England, The Royal College of Nursing, the ABPI, The Royal College of General Practitioners and The Academy of Medical Royal Colleges. One of the four principles of Medicines Optimisation is to “aim to understand the patient’s experience”.

This breakfast discussion explored how we can properly understand the patient experience around medicines use, and whether we are asking the right questions to be able to do this. The following questions were discussed:

  • what needs to happen to improve our understanding of the patient experience of medicines use?
  • are we asking the right questions to really understand patient experience?
  • what is the role of the empowered patient in this process?
  • whether there is sufficient awareness of medicines optimisation within the NHS?
  • how are we actually measuring patient experience?
  • what are we doing in response to understanding the patient experience of medicines?

This workshop was organised and run by the conference sponsors Abbvie.

Presentations

Session one: Stories vs numbers – how do we make sense of experience and why?

Andrea Sutcliffe - Behind every number is a human story

Professor Trisha Greenhalgh - Stories or numbers or stories and numbers?

Session two: The power of stories to generate understanding

Sara Ryan - How to hear voices that are seldom heard

Dr Graham Easton- The use of stories in medicine and medical education

Session three: The value of numbers and their uses to drive improvements

Mike Davidge - Using numbers

Professor Nick Black - What can we learn from measures and data?

Dan Wellings - Friends and Family Test (FFT), and beyond

Session four: Breakout sessions

A: What's the key to sustaining Schwartz Rounds

Barbara Wren and Raymond Chadwick - What is the key to sustaining Schwartz Rounds?

B: Patient voices: how reflective digital storytelling can enhance patient and staff experience

To follow shortly

C: What is the role of patient leaders?

Alison Cameron - From patient story to patient leadership

D. Experience-based co-design

Melanie Gager - Accelerated Experienced Based Co-Design Intensive Care & Lung Cancer Pathway

Session five: Tales from the Point of Care

Barbara Wren - Schwartz Rounds,The Power to Influence Cultural Change

Session six: Enabling experiences and driving change

Professor Heather Tierney-Moore - Creating a narrative for culture change