Note from Ruth Evans
Ruth Evans

Welcome to this month’s Health Sector edition of the Customer Experience Magazine. This month I would like to draw you attention to our event on 12th September, which is the first of our Celebrating the best of …’ Series. We are absolutely delighted that NHS England is supporting this conference, and I would encourage you to reserve your place soon as we anticipate high demand for this fantastic day.

We are also welcoming new judges for this year’s PEN National Awards; this really does give a unique insight into the great initiatives that are happening around the industry. If you are interested in joining our panel please let us know. We are keen to welcome new members to our programme. Finally we have just heard that MDS will support this year’s award which is fantastic news. If you too would like to become involved please let us know!

Sexual Health – The Value of a Virtual Clinic

The sexual health service is one service provided by the City Health Care Partnership CIC
(CHCP CIC). The CHCP CIC is an independent, not-for-profit social enterprise providing NHS
services to local people. The values of the company are Service and Excellence, Equality and
Diversity, Creativity and Innovation, Cooperation and Partnership. CHCP CIC provides services
to over half a million local people – approximately 250,000 resident in Hull and 325,000 who live
in the surrounding East Riding of Yorkshire.

One of the aims of the CHCP CIC is to provide client-centred, responsive services and
high quality care. These services include GUM (sexually transmitted infection testing and
treatments), Family Planning (contraception and pregnancy testing and support around options),
Erectile Dysfunction, Gynaecology services, Adolescent nurses, Vasectomy services, advice,
information and support.

Read more

What Have You Done Lately To Improve Patient Experience?

The Patient Experience Network National Awards celebrate all the good and great things happening across the UK which have improved patient experience on any level.

If you work in healthcare, and are dedicated to doing a great job and creating positive patient experiences, then we would like to hear from you.

Much of the time people are very happy to shout when things go wrong, and often the good stuff gets lost in lack of translation, so it is vital to let people know what is working in your organisation or department. Because if it is working for you then it can work for others, and show other teams the way forward. Knowing and measuring what works is also vital for planning future strategy efficiently.

At the PEN National Awards each entry receives vital feedback in the form of a benchmark report. These benchmarks have proven invaluable when assessing what works, can be improved upon, and what can be transferred across different platforms.

This year we have three exciting new categories in addition to the 8 key areas from previous years:

Innovative use of Technology/Social Media

Employee Engagement/Improving Staff Experience

Patient Experience Professional of the Year

There are so many different platforms to plug your team’s efforts and achievements. Why not enter PENNA 2013 and shine a beacon on your accomplishments? Don’t be shy, we’re waiting to hear from you!

The PEN National Awards 2013 are open for entries. Deadline for submissions is 11th October 2013, and the Awards Day and Best Practice Conference will be held on 5th February, 2014.

Contact or 01223 911988 to arrange a chat, or visit the main website for more details:

Remember, other teams may be doing as well as you, but if they don’t enter, they will no gain the recognition!



AKD Training

10th September London

16th September Birmingham

Earlier this year we published “Social Media and Customer Experience – A Match made in Heaven”. This white paper explored how public sector organisations need to come to terms with social media as a key channel for enhancing customer experience. #leadtheconversation is an introductory workshop that explores key issues, of what is social media, the risks and massive opportunities. This workshop is a must for healthcare organisations. For PEN members we are offering a 10%’discount.

Please visit

Use the discount code PEN1

PEN Best Practice event 12th September 2013, at Alder Hey

Patient experience Network

Alder Hey Children’s Hospital and Everton Football Club, last year’s overall winners at the Patient experience Network National Awards have agreed to host our next event. This will be held on 12th September at Alder Hey, Liverpool. The full programme is still being finalised but it should be a fantastic day focussing on the experience for children and young people. There is no charge for attending and you can reserve places by contacting Louise Blunt by email on Further details will be sent out shortly.

Healthcare Conferences UK

A Practical Guide to Saving Lives Reducing Hospital Deaths Attributable to problems in care

Monday 30th September 2013 Hallam Conference Centre, London

Follow this conference on Twitter #NHSmortality

Chaired by Professor Elizabeth Robb Member, National Advisory Group, Hospital Mortality Review & Chief Executive, Florence Nightingale Foundation, this conference follows our previous reducing hospital mortality conferences and focuses on reducing hospital deaths attributable to problems in care. Sessions will include meeting the new indicator, learning from the Francis Inquiry and the current review into hospital mortality outlier trusts, understanding how to recognise which deaths are attributable to problems in care and are therefore avoidable. Case study sessions will focus on how to monitor and reduce mortality, improving quality and saving lives in your service or organisation. For further information and to book your place visit or email
A 20% discount is available to your members by quoting ref: HCUK20PEN when booking.

NHS Quality of Care

NHS Quality of Care Logo
NHS Quality of Care

19 November 2013 | America Square Conference Centre, London

NHS Quality of Care: putting the patient at the heart of healthcare
19 November 2013, America Square Conference Centre, London

  • Reform of the entire health system has placed enormous pressure on NHS services and staff
  • It is important to concentrate on how the NHS can actively promote better quality of care
  • Are you interested in what needs to be done to improve the quality of care provided to enhance the patient experience?
  • Do you want to improve services, efficiency and effectiveness?

Register Your Place Today

View Full Details of Programme and Speakers

Children’s Commissioner Takeover Day

NChildren’s Commissioner Takeover Day

22nd November 2013

The day gives children and young people the chance to work with adults for the day and be involved in decision-making. Children benefit from the opportunity to experience the world of work and make their voices heard, while adults and organisations gain a fresh perspective on what they do.

Patient Information Forum Annual Conference 2014

Healthcare Conferences UK

9th Annual Patient Information Conference, run by the Patient Information Forum

Thursday 1st May 2014, St John’s Hotel, Solihull

The PiF annual conference is all about the fundamental components of delivering high quality health information resources and services, with a look at policy, quality standards and commissioning information. High-level speakers from across voluntary, NHS, and commercial sectors, will bring you up to date with national information strategies, whilst hands-on workshops will develop the core skills behind producing and disseminating quality health information.

This is the conference you must attend in 2014 if you communicate with patients and the public about their health.

Put the date in your diary now, and be ready to take advantage of the earliest booking discounts when registration opens (expected September 2013).

Please visit for regular updates.

HLG Conference 2014

Healthcare Conferences UK

Health Libraries Group Conference 2014

Thursday 24th and Friday 25th July 2014, Examination Schools at the University of Oxford, with the dinner being held at Oxford Town Hall.

Put the date in your diary now, and be ready to book when registration opens (expected October 2013) and the earliest discounts apply.

Please visit for regular updates.

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