Enhancing Care: Revolutionising Patient Engagement and Experience 2024

It is commonly understood amongst healthcare providers that care outcomes improve when staff and patients collaborate in their design and delivery. Numerous NHS initiatives already exist to encourage patient feedback, enhance inclusivity and facilitate continuous learning for service providers. However, barriers remain particularly for marginalised communities who are often underrepresented within current engagement data. These challenges must be addressed, as well as drawing on new and innovative ways to access, collate and analyse patient perspectives, if patient engagement work is to continue to facilitate improvements in the overall patient experience.

• 90.3% of patients felt involved in decisions about their care and treatment, according to the 2023 GP Patient Survey
• Overall satisfaction with the NHS fell by 7% from 2021 to 2022 to 29%, according to the King’s Fund public satisfaction NHS and Social Care survey
• According to the February 2023 Friends and Family Test, 80% of A&E and 90% of inpatient respondees would positively recommend the services they utilised

Join us at Enhancing Care: Revolutionising Patient Engagement and Experience 2024 to hear the latest guidance on improving patient experience and care outcomes through co-produced health services. High-level keynotes will provide key insights into the major challenges healthcare providers face and the steps they can take to improve participation. Learn from best practice case studies covering a range of topics, including co-producing a patient engagement strategy, upskilling staff and changing organisational culture. There will also be the opportunity to participate in a breakout networking session, where attendees can network with senior colleagues to discuss hybrid methods of collating and utilising patient feedback.

Why Attend:

✓ Insights into Patient Engagement Best Practice: hear from national experts on challenges and trends in improving patient engagement and experience
✓ Improving Feedback Monitoring: guidance on improving the monitoring of patient-led service changes to ensure proper implementation and signpost further developments that prevent quality stagnation
✓ Inclusive Patient Participation Initiatives: hear from new initiatives to engage and access diverse communities at risk of underrepresentation
✓ Upskilling Staff: explore strategies to train staff around employing new digital tools and resources as well as managing challenging conversations around the patient experience
✓ Connecting with Stakeholders: guidance on developing long-term relationships with local community and service-user networks to access a higher quality and quantity of patient feedback
✓ Enhance your Professional Development: 8 CPD points towards your yearly quota

For more information or to make a booking please call 0330 058 4285

• 09.00

  Online Registration

• 09.30

  Chair’s Welcome Address

  Professor Helen Ward, Professor of Public Health, Imperial College London (invited)

• 09.40

  Keynote: National Challenges and Progress in Improving Public Participation in Healthcare  

  Abstract: This session will provide an overview of the national picture surrounding public participation in healthcare. It will speak to some of the key recommendations for healthcare providers looking to improve their engagement, including regular service monitoring and a holistic organisational approach.

  • Evaluating the latest data on national patient experience and identifying priority areas for improvement
  • Ensuring quality improvements are continually monitored to track the efficacy of feedback-led service changes
  • Building a whole-organisation approach through cultural change amongst frontline staff to prioritise complaints management
  • Recommendations for developing a proactive approach to equality and inclusion within patient engagement strategy and practice

  Dr Neil Churchill, Director for People and Communities, NHS England (invited)

• 10.00

  Keynote: CQC Update: Delivering Excellent Care Through Frequent Patient Engagement Mechanisms

  Abstract: This session will provide an update on the CQC’s public engagement strategy, as well as guidance on how healthcare providers can improve how they collate feedback from the public. The presentation will also hone in on key steps for preparing for CQC inspections.

  • Progress report on the CQC public engagement strategy and key lessons learnt
  • Recommendations for modernising digital feedback channels to yield a larger quantity of patient feedback
  • Strategies to monitor staff performance to prepare for CQC inspections and maintain a high level of organisational readiness
  • Guidance on improving accessibility for neurodivergent patients to participate in feedback and patient engagement channels

  Heather Emmerson, Public Engagement Insight Manager, CQC (invited)

• 10.20

  Case Study: Developing a Robust Patient Engagement Strategy with Stakeholders

  Abstract: This presentation will look at the development of a bespoke patient engagement strategy, focusing on the liaison process with key stakeholders and how developing strong formal links and procedures with these groups can inform a successful engagement plan.

  • Guidance on delivering co-production workshops to involve staff, patients and community representatives in service design
  • Conducting reviews to identify key concerns and areas for improvement from stakeholder liaison
  • Creating a Community Engagement Group: recruiting volunteers to increase the size of stakeholder liaison bodies
  • Strategies for collaborating with the VCSE sector to connect with existing patient and service user networks

  Harriet Snowdon, Patient Experience, Lead, East of England Ambulance Service NHS Trust (invited)

• 10.40

  Questions and Answers

• 11.00

  Comfort Break

• 11.20

  Breakout Networking: Improving Digital Communication to Facilitate Hybrid Patient Engagement

  This session will provide you with the opportunity to discuss the main challenges and solutions you have found around engaging patients through both digital and traditional in-person or written survey methods, to collect a larger quantity of patient feedback. Network with senior colleagues and share innovative strategies around providing high-quality patient care opportunities.

• 12.00

  Case Study: Improving Staff Training and Upskilling to Enhance Patient Engagement

  Abstract: This presentation will outline strategies for upskilling staff to improve key competencies around patient participation, including workshops focusing on difficult conversations, tech and digital skills training as well as making complaints procedures more efficient and transparent.

  • Conducting training workshops to help staff manage challenging conversations around patient experience
  • Improving patient feedback handling policies to ensure data is safely stored and managed
  • Delivering tech and digital competency training to ensure staff are familiar with all digital tools required within the role
  • Guidance on improving complaints response timeframes and ensuring complainants are aware of the different stages to improve transparency

  Marilyn Rackstraw, Patient Experience and Engagement Lead, Oxford University Hospitals NHS FT (invited)

• 12.20

  Case Study: Developing Long-Term Relationships with Underserved Communities to Improve Patient Participation

  Abstract: This case study will focus on how building and maintaining close relationships with different communities can facilitate improved patient engagement, with a particular focus on engaging diverse communities effectively through liaison with local organisations as well as specific communication strategies.

  • Guidance on collaborating with local community leaders and organisations to identify healthcare priorities
  • Fostering a culture of continual improvement and monitoring to ensure healthcare quality for minority groups does not stagnate after initial service improvements
  • Implementing culturally sensitive communication strategies to effectively engage and support diverse communities
  • Patient User Groups: supporting patients with shared conditions to deliver coordinated feedback and shape service design

  Wendy Doyle, Group Associate Director – Patient Experience and Partnership, St George’s University Hospitals NHS FT (invited)

• 12.40

  Case Study: Developing an Organisational Culture that Promotes Patient Participation

  Abstract: This presentation will explore ways in which the organisational culture of healthcare institutions can be channelled towards improving patient engagement through developing a thorough understanding of D&I commitments, as well as developing a shared toolkit and ensuring staff feel valued and are retained.

  • Strategies for identifying and implementing new inclusive opportunities for patients to provide feedback and engage in service design
  • Ensuring a high degree of staff familiarity with EQIA policy and assessments
  • Initiatives to support staff wellbeing to retain and support patient engagement staff
  • Guidance on creating a patient involvement toolkit to streamline processes and encourage common practice amongst patient engagement teams

  Sharifa Milford Al Hashemy, Inclusion Lead, Royal Devon and Exeter NHS Trust (invited)

• 13.00

  Questions and Answers

• 13.20

  Chair’s Closing Remarks 

  *programme subject to change without notice

  

Who Should Attend?

Delegates who will have an interest in this event will work in health and social care

*This Conference is open to Public, Private and Third Sectors

For more information or to make a booking please call 0330 058 4285

We are now taking bookings for our wide range of sponsorship and exhibition packages; we also offer bespoke packages tailored for your organisation.

Why Sponsor and Exhibit at this event:

✓ Network with key decision-makers across the Health Sector
✓ Meet your target audience in the Sector
✓ Listen and Learn from leading industry experts across the Sector
✓ Opportunity to demonstrate your products or services
✓ Speak alongside industry-leading experts
✓ Work with your dedicated account manager to generate the maximum amount of leads

For more information or to discuss your requirements, please contact the team on 0330 0584 285, or sponsorship@governmentevents.co.uk or complete our enquiry form and we will contact you.

• Public and Voluntary Sector: £235+VAT
• Private: £425+VAT