9.00 Arrival, registration and coffee

9.30 Introductions
Caroline Dove, CEO, NHS Elect

9.45 “It’s personal” – Being a young patient with disability and life-limiting illness with complex health needs accessing NHS health services
Lucy Watts, MBE (@LucyAlexandria)

  • Life as a patient in the NHS in the year 2019
  • Top tips for the NHS on how you can work better together to improve the patient experience

10.45 Tea/Coffee Break

11.00 Working together using quality improvement to improve patient experience – latest national developments
Hugh McCaughey, National Director of Improvement, NHS England & NHS Improvement (@HughMcCaughey)

  • National perspective

11.45 Co-creation in healthcare: the new frontier for accelerated patient experience
Steven Walden, Strativity (@Steven_Walden)

  • Case study from a Belgian Hospital and where co-creation has delivered increased customer experience around the world
  • Top tips for the NHS from their case studies

12.40 Presentation of 2019/20 Patient Experience & QI Awards

13.00 Lunch and Networking

14.00 Breakout sessions – Learning from our NHS colleagues 
(25 mins mini presentations – 3 presentations in each breakout room)

15.15 Tea/Coffee Break (on the go and return to the main auditorium)

15.30 “Patient experience - it is how you make me feel”
Peter Dorrington, TTEC Digital (@pdorrington)

  • Emotions and logic can not be easily separated in patient experience. How to design for both emotional and functional communications in your service at the same time?
  • Exploring the opportunities, challenges, and best practices for emotional analytics and patient experience

16.45 Summary, Evaluation and Close – Sue Kong, Director, NHS Elect (@MarketMingle)

17.00 Networking and refreshments

Suitable for

We are expecting a real mix of NHS staff, and welcome anyone with an interest in patient experience, patient involvement / partnership working, quality improvement, communications and organisational development (OD). This is likely to include staff working in:

  • Patient experience and engagement / experience of care
  • Service and quality improvement
  • Clinical services
  • Organisational development
  •  Communications
  • Strategy and business planning