NEW Health Sector
In partnership with the Patient Experience Network

Note From Ruth Evans

Welcome to this month’s PenLetter. It has been a very busy month and it is wonderful to see that patient experience has had extensive positive coverage in the media. If you have not managed to read it all, we have captured the key articles here.

Several of our members have also submitted some great articles and I recommend you take a look at the new Evidence Based Co-Design toolkit from the Kings Fund.

THE PEN National Awards are now closed for submissions. Judges will be reviewing all entries over the next couple of weeks with the short lists being released early December. Good Luck to everyone who took part this year.

We are due to release the reports about Children’s and Young People’s experiences soon – thank you for everyone who has supported this publication.

Enjoy the read.

This Month’s Case Study

NHS Institute for Innovation & Improvement – Children and Young People

AhHa Publications was developed by Helen Sadler and Audrey Fletcher-Price, creating photographic storybooks for children featuring “Monkey”, a loveable character more…

Articles From Our Members

The Hillingdon Hospitals NHS Foundation Trust – Refresh of our values

The Hillingdon Hospitals NHS Foundation Trust took the exciting journey to review our values in November 2010 when it became more…

Experience-based Toolkit

The revised Experience-based co-design (EBCD) toolkit, which was launched this week by The King’s Fund at, outlines a powerful and proven way of improving patients’ experience of services. It captures more…

OPM – Improving Social Outcomes

Since the end of January 2013 The Public Services (Social Value) Act has come into force requiring all public bodies more…

Mobile Phone App Transforms Patient & Family Feedback

The revolutionary app Talk to.. , developed in partnership with Birmingham Children’s Hospital, allows patients and their families to send messages that go directly more…

PEN News

Join Us On Twitter!

@PEN_NEWS are trying something new!! Our first #patexphour to be 3rd Dec, 8-9pm. During this hour we will be on Twitter and will address a specific topic in patient experience; building on the work we have been doing with Children and Young People (C&YP) this will be our first topic. During this hour we welcome any questions, issues, challenges that you would like to share about improving the experience for C&YP, and perhaps one of the participants will have some ideas, thoughts, suggestions to share. To get us going we have co-hosted a bloghour exploring the power of blogging in healthcare on Tuesday 12th November.

C&YP People Reports

Also coming soon, two reports celebrating best practice in children’s and young people’s experience. These will be circulated as soon as they are finalised.

PEN National Awards 2013

Deadline Passed – Overwhelming Response!

We would like to extend a huge thank you to all who have participated in the PEN National Awards 2013. This has been our best year ever in terms of entry numbers and diversity of submissions, and we are proud to say that even under the tough circumstances of the past year you have amazed us with the quality and dedication of your work, your teams and the individuals who are committed to improving patient experience throughout the UK.

We are looking forward to passing the entries forward to the judges, who will very shortly be summing up, and will be announcing the finalists on Friday 6th December so make a date in your diary!

If you would like to book a place at the Awards Day and Best Practice Conference, which will be joined this year by Jane Cummings, Chief Nursing Officer at NHS England, please contact Alma on 01223 911988 or

Book soon to avoid disappointment – You won’t want to miss out!


Post Views: 453