Almost everyone agrees that services will be more effective, more efficient and safer if users’ voices are built into how they are designed, monitored and evaluated. Integrated care systems are being seen as an opportunity to work more closely with the communities they serve but given the current pressures on the NHS and social care, how can those working across the system ensure that listening is a priority and leads to meaningful change?
Our two-day virtual conference on 21–22 November aims to explore how the current strain on services makes listening to people more difficult but even more important, at a time when public satisfaction with the NHS is at an all-time low. Join us to hear about how you can make sure building in the user voice is routine and core to the business of the health and care system, not just ‘a nice to have’.
Conference sessions:
- discussed how the NHS and social care cannot deliver quality unless listening to patients and carers, and acting on their feedback, lies at the heart of its culture.
- provided learning on how to listen well and what meaningful engagement with people and communities looks like.
- Gave insight into the findings from the Fund’s project on understanding integration with the HOPE (Heads of Patient Experience) network by working with six sites on an action learning piece.
- Learned about how health and social care decision-makers cannot overcome challenges and answer long-term questions alone - such as how the system will address the deep inequalities and how it can adapt to provide the joined-up, efficient care that people want and gives them more control – public input is crucial.
Event supporters
If you’d like a conversation about your business goals, and how being involved with future events can help you, please email the Partnerships team on partnerships@kingsfund.org.uk.
Gene People
Health Innovation Network
Confirmed speakers
Dan Wellings
Senior Fellow, Policy, The King’s Fund
Charlotte Pomery
Chief Participation and Place Officer, North East London Integrated Care Board
Sally Warren
Director of Policy, The King’s Fund
Peter Yarwood
Founder, Red Rose Recovery
Samira Ben Omar
Associate Health Care, Independent Consultant
Chris Graham
Group Chief Executive Officer, Picker
Jacob Lant
Chief Executive Officer, National Voices
Saoirse Mallorie
Senior Analyst, The King’s Fund
Luca Tiratelli
Policy Researcher, The King’s Fund
Robyn Doran
Director of Transformation and Brent ICP Director, Central and North West London NHS Foundation Trust
Helen Gilburt
Policy Fellow, The King’s Fund
Vanessa Powell-Hoyland
Public Health Lead, Well Doncaster-Community Led Health and Wealth
Lisa Anderton
Head of Patient Experience, University College London Hospitals
Anna Quigley
Research Director, Ipsos Mori
Louise Ansari
Healthwatch Chief Executive
Melissa Mead MBE
Expert by Experience, and Ambassador, The UK Sepsis Trust
Dr Veena Raleigh
Senior Policy Fellow, The King’s Fund
Sam Rodger
Assistant Director Policy and Strategy, NHS Race and Health Observatory
Geoff Brown
Chief Executive, Healthwatch Hertfordshire
Jennifer Pearl
Expert by Experience, Care Quality Commission and Trustee, Inclusion Barnet
Hannah Davies
Chief Executive, Healthwatch Leeds
Dr Sarah Todd
Patient Experience Manager, University Hospitals of Derby and Burton NHS Foundation Trust
Kirit Mistry
Founder and Health Inequalities Lead, South Asian Health Action. Lead for Health Portfolio, Hindu Council UK
Access the conference
We will send you an email with information on how to access the conference. Please log in and get familiar with the platform. Take this opportunity to meet other attendees and visit the exhibition. Please note, you will need to use an up-to-date web browser. We recommend using Google Chrome for the best experience.
Tuesday 21 November
10.00–11.15am Session one: Where are we now when it comes to listening to people in the health and care system?
10.00amWelcome and introduction
Dan Wellings, Senior Fellow, Policy, The King’s Fund
Listening to people: what has worked and what is still missing?
- Hear about the progress achieved in the space of listening to people’s feedback in the past 20 years.
- Learn about the steps the health and care system still needs to take to establish solid learning from listening to people.
10.20amReflections on where we are
Melissa Mead MBE, Expert by Experience, and Ambassador, The UK Sepsis Trust
10.30amPanel discussion: where are we now?
- Hear about how listening to people is a priority and not a ‘nice-to-have’ add-on to the ‘real’ agenda.
- Learn about progress made in developing a culture of openness where leaders and staff, from the frontline up, are open to learning from every conversation with patients and the public.
Samira Ben Omar, Independent Consultant, Associate, Kaleidoscope Health and Care and Member, General Advisory Council, The King’s Fund
Jacob Lant, Chief Executive Officer, National Voices
10.45amQuestions and discussion
11.15–11.45am: Networking break and meet the exhibitors
11.45am–12.45pm Session two: The story data tells us about health inequalities
11.45amWelcome and introduction
Saoirse Mallorie, Senior Analyst, The King’s Fund
11.50amLessons on health inequalities gathered from people’s feedback
- The true story of health inequalities that emerges from people’s feedback.
- Learn how health and care services can benefit from understanding the reality of health inequalities for people using services and receiving care.
Dr Veena Raleigh, Senior Policy Fellow, The King’s Fund
12.10pmPanel discussion
Our expert panellists will explore:
- what the necessary steps are to facilitate everyone’s participation in giving feedback and where services are now with including diverse voices from under-represented communities.
- how NHS Trusts are implementing the recommendations from research led by Healthwatch England and making changes to improve service delivery, culture and outcomes for Black and Asian Communities.
- the disproportionate impact of the cost-of-living crisis on particular groups and the health implications of this.
Sam Rodger, Assistant Director Policy and Strategy, NHS Race and Health Observatory
Lisa Anderton, Head of Patient Experience, University College London Hospitals
Member of the HOPE (Heads of Patient Experience) network and one of the six sites involved in the recent King’s Fund research.
Geoff Brown, Chief Executive, Healthwatch Hertfordshire
Kirit Mistry, Kirit Mistry, Founder and Health Inequalities Lead, South Asian Health Action. Lead for Health Portfolio, Hindu Council UK
12.25pmQuestions and discussion
12.45 –1.45pm: Exhibition and networking break
1.45–2.45pm Session three: Turning listening into action
1.45pmWelcome and introduction
Luca Tiratelli, Policy Researcher, The King’s Fund
1.50pmTurning listening into action
In this session we will discuss the steps that facilitate turning listening into concrete actions, driving forward the improvement of services.
- Hear success stories where listening became the driving force for improving quality of services.
- Learn how trusts and other organisations set up practical ways to ensure feedback is used effectively.
- Gain insight into the impact of the People’s Panel for West Yorkshire being developed for the ICB by local Healthwatch organisations.
Robyn Doran, Director of Transformation and Brent ICP Director, Central and North West London NHS Foundation Trust
Jennifer Pearl, Expert by Experience, Care Quality Commission and Trustee, Inclusion Barnet
Chair, Healthwatch Barnet and Member, National Co-production Advisory Group, Think Local Act Personal (TLAP)
Hannah Davies, Chief Executive, Healthwatch Leeds
2.25pmQuestions and discussion
Wednesday 22 November 2023
10.00–11.00am Session four: Embedding people’s voices across the integrated care pathway
10.00amWelcome and introduction
Luca Tiratelli, Policy Researcher, The King’s Fund (confirmed)
10.05amEmbedding people’s voices across the integrated care pathway
In this session we will explore the challenge of integration, looking at how people’s experiences can be carried from one point of care to the next, enabling learning across health and care services and helping to resolve issues earlier rather than later.
- Learn about how integrated care systems and integrated care boards are integrating feedback across their localities.
- Hear about the role of providers in promoting integration of people’s experience.
- Gain insight into how one local area is creating a patients charter of ambitions across ICS partners.
Dr Sarah Todd, Patient Experience Manager, University Hospitals of Derby and Burton NHS Foundation Trust
Member of the HOPE (Heads of Patient Experience) network and one of the six sites involved in the recent King’s Fund research.
Charlotte Pomery, Chief Participation and Place Officer. North East London Integrated Care Board
Christopher Akers-Belcher, Chief Executive, Healthwatch Hartlepool and Regional Coordinator, North East and North Cumbria Healthwatch Network
Mandy Dawley, Assistant Director of Patient and Carer Experience and Co-production, Humber Teaching NHS Foundation Trust
Member of the HOPE (Heads of Patient Experience) network and one of the six sites involved in the recent King’s Fund research.
10.35amQuestions and discussion
11.00–11.30am: Exhibition and networking break
11.30am–12.30pm Session five: Working with community-based organisations to listen to communities
11.30amWelcome and introduction
Helen Gilburt, Policy Fellow, The King’s Fund
In this session, we will learn about the role of the voluntary, community and social enterprise (VCSE) sector as a conduit for engaging with people and communities.
- Learn about how VCSE listen to the people they work with and use that information meet the community’s needs.
- Learn about how VCSE organisations can lead engagement to support local service delivery.
- Hear about the role of community champions in reaching marginalised communities to understand their needs.
10.35amEnhanced ways of listening to people
In this closing session, we will learn about the role of the voluntary, community and social enterprise (VCSE) sector as a conduit for engaging with people and communities.
- Learn about how VCSE listen to the people they work with and use that information meet the communities needs
- Learn about how VCSE organisations can lead engagement to support local service delivery
- Hear about the role of community champions in reaching marginalised communities to understand their needs
Vanessa Powell-Hoyland, Public Health Lead, Well Doncaster-Community Led Health and Wealth
Sian Balsom, Chief Executive, Healthwatch York
Peter Yarwood, Founder, Red Rose Recovery - Winners at the2023 GSK IMPACT Awards
12.05pmQuestions and discussion
12.30–1.30pm: Exhibition and networking break
1.30–2.30pm Session six: Looking ahead to how the health and care system uses feedback in the future
1.30pmWelcome and introduction
Sally Warren, Director of Policy, The King’s Fund
1.35pmHow can health and care leaders continue to use feedback to make a real difference to people who use services?
How can health and care leaders continue to use feedback to make a real difference to people who use services?
- Learning from other sectors about using feedback to inform service design and delivery.
Anna Quigley, Research Director, Ipsos Mori
2.10pmPanel response
Panel response: assessing what further steps the system can take to turn feedback into action.
Our expert panel will:
- explore how services that provide joined-up care (delivered by the NHS, local government or the third sector) can pool their insights to understand how people feel about their care and support and the barriers they face.
- provide insights into how several NHS Trusts are embracing online technology as an embedded means of hearing and learning from patient and clients’ experiences and now able to analyse and consider common themes which are fed through into assurance and accountability processes.
- share learning on how those who plan long-term services can be open to listening to the views of every community about what they want from future services and working with them to make change happen.
Louise Ansari, Chief Executive, Healthwatch England
Chris Graham, Group Chief Executive Officer, Picker
Dr James Munro, Chief Executive, Care Opinion
2.30pmQuestions and discussion
2.45pm: Close of conference
Booking enquiries If you’d like to make a booking enquiry, please email Anna at events@kingsfund.org.uk.
If you’d like to make a booking enquiry, please email Anna at events@kingsfund.org.uk.
Programme enquiries If you have any queries relating to this event programme please email us at events@kingsfund.org.uk.
If you have any queries relating to this event programme please email us at events@kingsfund.org.uk.
Sponsorship and exhibition enquiries Please email partnerships@kingsfund.org.uk.
Please email partnerships@kingsfund.org.uk.
FAQs
- How does the virtual conference work?
Format and time
High-quality, up-to-date content is delivered to you via an online platform that is open for four weeks. During the first week, you will have the opportunity to log in, test your connection and become familiar with the setup. The live sessions will take place over two in the second week, giving you the option to catch up on demand until the end of week four.
Virtual conferences mean you can digest content at your own pace and work around a busy schedule. You can pause and rewind presentations and put your questions to our expert speakers. There is an activity feed for public conversations and the option of one-to-one networking. Virtual exhibition stands enable you to interact with a range of organisations that will share expertise and information – all at a time that suits you.
Networking
If you choose to opt-in to networking, you will appear on the attendee list, where other delegates will be able to click on your profile and see whether you are online or offline.
If you discover someone that you would like to talk to, you can send them a message, invite them to have a one-to-one video conversation or exchange virtual business cards during the week that sessions take place. The messages and calls are encrypted and entirely private. If you are offline and another delegate sends you a private message, you will receive an email notification so you will never miss out. You are in control, so you can choose whether to accept or decline invitations and you can change your settings at any point in the four weeks, either to opt-in or opt-out of networking.
On your profile, you can share as much or as little information about yourself as you’d like, including your contact details, photo and biography, social media profiles or any websites you would like others to see.
During sessions, you can post questions for the speakers, make notes, take part in polls and take part in the session chat where you can interact with other delegates.
Resources
As well as the video content, we will share pdfs of the slides and other materials in the resources section. The exhibition will also contain links, videos and documents from the various exhibitors.
Taking notes
If you use the note-taking functionality during the sessions, you can access these later. They will be saved in the platform until the conference closes (at the end of week four) and you can email yourself a copy.
Exhibition
Virtual exhibition stands enable you to interact with a range of organisations that will share expertise and information – all at a time that suits you.- How do I get the best out of the virtual conference?
- Before the event, tell your colleagues that you are taking part and block out the time in your diary.
- Make sure you are using an up-to-date web browser on a laptop or desktop. We recommend the latest Google Chrome for the best delegate experience.
- Make the most of the online community by taking part in the live Q&A sessions and opting into networking.
- In week one, introduce yourself on the activity feed. This is an easy way of ‘getting your voice in the room’, starting conversations and establishing new relationships with colleagues in health and care.
- Avoid as many distractions as possible so you can immerse yourself in the sessions as you would at a physical conference. Treat each session as a meeting, put your phone on silent and close down your emails.
- If you know you won’t be able to watch certain sessions live, you can submit your questions in advance and put aside time in the third or fourth week to catch up on demand.
- Each session is approximately 75 minutes long and there is always at least a half-an-hour break between sessions so you can take a screen break or catch up on emails.
- Make sure you secure time in your diary at some point over the four weeks to visit the exhibition stands or the resource hub, where you will find free resources and can have conversations with experts from across the health and care system.
- What if I have technical difficulties?
When the event is taking place, we will be on hand to offer technical support, but it is worth using the extra time before the first session to log in and test your connection, just in case.
To ensure you receive the joining instructions and information leading up to the event please check that @kingsfundmail.org.uk domain is whitelisted by your IT administrator.- How do I access the presentations and conference materials?
Throughout the conference, we will share pdfs of the slides. You will find these at the bottom of each session page and we will post links to related resources in the chat and on the activity feed.
The portal is open for four weeks when you will have the opportunity to either watch, save or download these materials.
Once the platform closes, you will no longer have access to these resources so please ensure you save everything you need beforehand, including any slides, materials in the exhibition and notes you have made.
Please note, you will not be able to download the video presentations.
- Why do you charge for some events?
The King's Fund is an independent charitable organisation working to improve health and care in England. Our events are a key source of income, and this income enables us to continue with our charitable objectives.
The cost of running a virtual conference is similar to that of a physical event. Although a virtual conference has fewer room hire and catering costs, in order to produce a high-quality event, we still need to pay the costs for the technical supplier, support and developing the platform. With some sessions taking place in our building, we do have to cover some venue costs. We also have a team of dedicated events professionals, content experts, digital, marketing and finance support that work on these events.
Any profit that is made from these events goes directly towards achieving our strategic priorities. You can find out more about how we are funded.
- Do you offer bursary tickets for your virtual conferences?
We offer a limited number of bursary places for people with lived experience to ensure a balance of voices in the room. To apply for a bursary place please email us a short paragraph explaining why you wish to attend.
- Can I pay by invoice?
Yes. Please select your tickets and once you're through to the registration form on Eventbrite, you can amend the 'payment method' from credit card to 'pay by invoice' .
Please note, there is a £20 + VAT surcharge to cover the cost of processing invoices. This is an addition to the ticket price and will be added to your invoice. There is no charge for paying by debit or credit card.
- What is the refund policy?
Cancellations confirmed in writing more than 14 days before the first session will be refunded in full. We regret that no refund can be made after that date. However, you can transfer your ticket to another event in the following six months. Please email us at events@kingsfund.org.uk with confirmation of your original booking to cancel or transfer your ticket. On completion of the confirmed booking the delegate and their supporting organisation are liable for the fees for the training (regardless of whether payment has been made).
- Do you offer group discounts?
We offer a discount for group booking booked under the same order and organisation for more than 3 delegates. Please email us at events@kingsfund.org.uk to get the discount.
- 3-4 delegates (10 per cent discount)
- 5-6 delegates (15 per cent discount)
- 7+ delegates (20 per cent discount)
- What if I have accessibility requirements?
If you have other accessibility requirements you would like to discuss, please email us at events@kingsfund.org.uk We will also ask you for this information during the registration process.
Ticket prices
Please note, there is a £20+VAT surcharge to cover the cost of processing invoices. This is in addition to the ticket price and will be added to your invoice. There is one invoice fee per order, not per ticket. There is no charge for paying by debit or credit card.
- Charity <1m turnover:
£150+VAT - Public sector, Charity or University:
£180+VAT - Small-medium sized enterprise (SME):
£250+VAT - Commercial/Profit-making organisation:
£355+VAT
Student tickets
If you are a student in full-time education, please email us for a promotional code, with a photograph of your valid student ID. Student tickets are £60+VAT.
