Transforming patient experience annual conference 2012

Date: 

About this event

Our transforming patient experience annual conference provided a forum for frontline staff, patients and policy-makers to come together to explore the possibilities for achieving truly patient-centred care in today's NHS.

This annual conference, now in its fifth year, highlights excellent work being done in the field of patient experience and provides a unique opportunity for health care professionals to network and discover innovative examples of high-quality, patient-centred care.

Highlights from this conference

Havi Carel: hearing the patient voice

Havi Carel, Senior Lecturer in Philosophy at the University of the West of England, talks about her experiences of being a patient and draws on insights, ideas and techniques from philosophy to understand the experience of illness.

Watch Havi's presentation

Leslee Thompson and Anndale McTavish: achieving organisational change in partnership with patients

Leslee Thompson and Anndale McTavish share how the team at Kingston General Hospital have worked in partnership with patients and families to achieve massive organisational change.

Listen to their presentation

Mike Nolan: how relationship-centred care can improve patient outcomes

Mike Nolan, Professor of Gerontological Nursing at the University of Sheffield, questions the way we think about patient care and looks at how we can get caring right.

Watch Mike's presentation

Theresa Hegarty: using patient, carer and staff stories to improve patient experience

Theresa Hegarty, Head of Patient Experience at Royal United Hospital Bath NHS Trust, explains why storytelling is a powerful method for improving the experience of patients, staff and carers.

Watch Theresa's presentation

Richard Gleave: putting patient experience at the heart of the agenda

Richard Gleave, Director of Patient Experience at the NHS Commissioning Board, discusses the role of the Board and the key actions that are needed to put patient experience at the heart of the agenda.

Watch Richard's presentation

Panel session: what does real partnership with patients mean in practice?

Juliet Bouverie, Annie Laverty, Havi Carel and Robert Johnstone give their different viewpoints on what matters to patients and how real partnerships with patients can be achieved.

Watch the panel session

Programme

Programme

Session one: Working with patients and staff, first and foremost, as people

Welcome and introduction
Jocelyn Cornwell, Senior Fellow, Policy, The King’s Fund 

  • Keynote address
    Havi Carel, Senior Lecturer in Philosophy, University of the West of England and author of Illness
  • Why does Salford Royal NHS Foundation Trust come top of the national staff survey of acute hospital trusts?
    David Dalton, Chief Executive, Salford Royal NHS Foundation Trust
  • Achieving organisational change in partnership with patients and families: a case study
    Leslee Thompson, President and CEO, Kingston General Hospital and Anndale McTavish, Patient Experience Advisor, Kingston General Hospital
  • Questions and discussion

Session two: Measuring patient experience to improve the quality of care

  • A strategy for using measures of patient experience to achieve high-quality care
    Annie Laverty, Director of Patient Experience, Northumbria Healthcare NHS Foundation Trust
  • Revalidation – measuring and regulating to ensure excellent patient care
    Ben Bridgewater, Honorary Professor of Cardiac Surgery and Consultant Cardiac Surgeon, University Hospital of South Manchester and Manchester Academic Health Science Centre, and Chair, Society for Cardiothoracic Surgery of Great Britain and Ireland Database Committee
  • Tell Us Once programme: a nationwide programme to improve citizen/customer experience
    Steve Scott, Tell Us Once Delivery Partnerships, Department for Work and Pensions
  • Questions and discussion

Session three: Supporting staff to deliver excellent patient-centred care

  • South Tees' journey towards safe, patient-centred care: working with leaders and team
    Amy Stabler, South Tees Hospitals NHS Foundation Trust
  • How relationship-centred care can improve patient outcomes
    Professor Mike Nolan, Professor of Gerontological Nursing, University of Sheffield
  • See it my way - using patient, carer and staff stories to improve patient experience
    Theresa Hegarty, Head of Patient Experience, Royal United Hospital Bath NHS Trust
  • Questions and discussion 

Session four: How can we best involve patients in care?

Welcome back

  • Putting patient experience at the heart of the agenda
    Richard Gleave, Director of Patient Experience, NHS Commissioning Board
  • Panel session - What does real partnership with patients mean in practice?
    Juliet Bouverie, Director of Services, Macmillan Cancer Support
    Richard Gleave, Director of Patient Experience, NHS Commissioning Board
    Annie Laverty, Director of Patient Experience, Northumbria Healthcare NHS Foundation Trust

Close of conference