Public Sector Event

Patient Experience Insight: Demonstrating Responsiveness To Feedback

Venue: ICO Conference Centre
22 Berners Street

Date: 28 Apr 2014

Synopsis: The conference will provide a practical guide to measuring, understanding and acting on patient experience insight, and demonstrating responsiveness both to individual patient feedback and to insight from patients as an organisation as a whole.

“The key for organisations is to demonstrate they are responsive to patients... this is not just about metrics or the friends and family test... this is about insight drawn from a number of sources and understanding how that can be acted upon.. surveys play a role but only when you demonstrate they have be used to drive improvement” Neil Churchill, Director of Patient Experience, NHS England June 2013 The Francis Inquiry Recommendation 255: “Using Patient Feedback: Results and analysis of patient feedback including qualitative information needs to be made available to all stakeholders in as near “real time” as possible, even if later adjustments have to be made” The Francis Inquiry into Mid Staffordshire NHS Foundation Trust, February 2013 The Government recently accepted recommendation 255 above stating “Many local trusts are devising innovative ways to take this forward. Feedback from patients, carers and the public can be made on the quality of care through a range of technologies and channels including online, via bedside televisions, surveys and the friends and family test. ..The NHS Constitution pledges that the NHS will encourage and welcome feedback on your health and care experiences and use this to improve services. Similarly, the Mandate states that NHS England will consider how to make it easier for patients and carers to give feedback and see reviews by other people so that timely, easy to review, feedback on NHS Services becomes the norm”. November 2013


Kerry Tarrant Healthcare Conferences UK 01932 429933 020 8181 6491 (fax)