Conference Programme

Introduction & Outcomes - 1400 – 1410
Dr Taher Mahmud, Consultant Physician & Rheumatologist, Pembury and Kent & Sussex Hospitals
 
Compassion at the Point of Care – Ensuring that dignity, compassion & respect are at the heart of experience - 1410 – 1430
Dr Jocelyn Cornwell, Director & Ms Joanna Goodrich, Senior Researcher/Programme Manager, The Point of Care Programme, The King’s Fund
  • Understanding the contribution of dignity, compassion & respect to overall patient experience
  • What are the core components making up compassion
  • Tangible effects of compassionate care on healthcare outcome
  • Encouraging compassion across the healthcare team
  • Evolving a compassionate culture - Commencing the compassion journey from career outset
 
Patient Experience & the GMC – The role of the patient in the management of doctors - 1430 – 1450
Una Lane, Director of Revalidation, General Medical Council
  • Patient involvement from the GMC viewpoint
  • How patients contribute to GMC work
  • Role of patient feedback in revalidation of doctors
 
Patient Experience & the SHA – experience as a yardstick for wider service performance - 1450 – 1510
Pauline Smith, Programme Manager, Patient Experience and Clinical Development, NHS South East Coast
  • The 3 Quality Domains – Clinical Effectiveness, Experience & Safety
  • Experience as a quality indicator for a high performance service
  • Experience as a core driver of patient choice
  • Future requirements in measuring experience
  • How experience will increasingly impact funding – patient choice, CQUIN & commissioning
 
Question to first panel - 1510 – 1525
Afternoon Tea - 1525 – 1540
 
Patient Experience & the RCP – Involving patients & carers at the heart of healthcare delivery - 1540 – 1600
Suzie Hughes, Patient and Carer Network Chair, Royal College of Physicians
  • Royal College of Physicians approach to patient, carer and public involvement
  • The establishment of the RCP Patient and Carer Network (PCN)
  • The role & purpose of the PCN
  • Patient involvement & RCP – what’s happening next?
 
Improving Experience - Designing a comprehensive approach to delivering experience - 1600 – 1620
Dr Sara Watkin, Consultant Neonatologist, University College London Hospitals,
Medical Director & Head of Quality, Governance & Experience Centre of Excellence, Medicology Ltd
  • What constitutes a comprehensive approach to experience management
  • The importance of differentiating experience by pathway & provider - Inpatient, Outpatient, Day Case & General Practice
  • Ensuring total team engagement in delivering the best experience
  • Developing the requisite understanding of and consistency in patient experience
  • Applying Improvement science to patient experience
 
Efficient, Practical & Cost-effective Experience Capture –
Delivering impact in experience without over-engineering the process - 1620 – 1640
Mr Andrew Vincent, Head of Clinical Business Excellence Centre of Excellence & Managing Director, Medicology Ltd
  • The goal of experience capture – what are you trying to achieve?
  • Differentiating between understanding experience and true experience performance management
  • Minimising collection cost & workload whilst maximising data returns
  • Why re-invent the wheel? – capturing experience at an individual level to feed appraisal & multisource feedback
  • Patient Perception - early experiences of a comprehensive, practical system
 
Experienced Improved - Lessons learned and improvements made following 5 years of experience assessment - 1640 – 1700
Dr Taher Mahmud, Consultant Physician & Rheumatologist, Pembury and Kent & Sussex Hospitals
  • How we got started in experience measurement
  • How we’ve used the data to improve everyday experience
  • Overcoming early challenges and gaining acceptance across our whole team
  • Service adjustments & evolution driven by the experience data
  • What we have been collecting and why it’s important
 
Question to second panel - 1700 - 1715
Final Questions & Close - 1715 - 1720


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