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.
â€œThe 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 improvementâ€ Neil Churchill, Director of Patient Experience, NHS England June 2013 The Francis Inquiry Recommendation 255: â€œUsing Patient Feedback: Results and analysis of patient feedback including qualitative information needs to be made available to all stakeholders in as near â€œreal timeâ€ as possible, even if later adjustments have to be madeâ€ The Francis Inquiry into Mid Staffordshire NHS Foundation Trust, February 2013 The Government recently accepted recommendation 255 above stating â€œMany 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 normâ€. November 2013
Kerry Tarrant Healthcare Conferences UK 01932 429933 020 8181 6491 (fax) firstname.lastname@example.org