Dr Foster Intelligence

The Homerton Patient Experience Programme

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The national context

Mary Simpson, Acting Deputy Director, Market Research and Patient & Public Empowerment, Department of Health

• What are patients telling us nationally?
• What does the Department of Health expect?

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The Intelligent Patient: giving the public a voice

Harry Cayton, Chief Executive, Council for Healthcare Regulatory Excellence, formerly National Director for Patient and the Public, Department of Health

• Using customer insight to inform service improvement
• Making patients central to the design and delivery of healthcare services
• Delivering patient experience information to the Board

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The Healthcare Commission's role

Dr Lesley Rogers, Assessor, Healthcare Commission

• The core standards relating to patient experience
• How we can evidence compliance

Addressing the needs of a particular community

Guy Young, Director of Nursing, Homerton University Hospital NHS Foundation Trust

• Case study: The Orthodox Jewish Community

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Engaging medical staff

John Coakley, Medical Director, Homerton University Hospital NHS Foundation Trust

• Doctor's bedside manners - the issues and actions

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Implementing the Patient Experience Tracker

Jennie Negus, Deputy Director of Nursing, Homerton University Hospital NHS Foundation Trust

• Making it happen: using and communicating the data
• Accountability and board assurance

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Engaging staff at ward and department level

Mary Averall, Matron, and Kathy Molloy, Essence of Care Lead Nurse, Homerton University Hospital NHS Foundation Trust

• Using patient feedback: in practice, monitoring, action planning, reviewing
• Case study: one ward’s experience

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How to engage your membership

Pauline Brown, Director of Corporate Development, Homerton University Hospital NHS Foundation Trust

• Working with the Board of Governors

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