A summary of the HOPE network meeting which took place on 9 March 2016

1. Notes – Network meeting on Patient
Experience for Commissioners and
Providers
9 March 2016

2. Topics included
Wicked issues and neat ideas (see notes)
Veena Raleigh, Senior Fellow, King’s Fund (see Slideshare presentation)
Network buddies and site visits (see notes)
Robert Franklin, Dudley CCG – no slides
Alison Kirk, Patient Experience Lead, NHSE – no slides

3. Wicked Issues & Neat Ideas
• The idea behind this session was that each
person on the table had the opportunity to
share something that they think others could
learn from, or an issue that they needed help
with.
• Each group then chose one issue that they
shared with the whole group.

4. Wicked Issues & Neat Ideas
Wicked Issues
Influence
• A tricky issue for many.
• With influence comes money and it can be hard to get the influence/attention to
get specific projects funded.
Accessible information standard
• Can be difficult and not everyone knows about it or has made a plan.
• It requires coordination between two groups of people (information and IT).
Influence
• A tricky issue for many.
• With influence comes money and it can be hard to get the influence/attention to
get specific projects funded.

5. Wicked Issues & Neat Ideas
Neat Ideas
Mystery Shopping
• Mystery shopping programme at Guy’s has been very successful and has led
directly to service improvement, particularly in outpatient clinics where the Trust
doesn’t tend to get enough feedback.
• The mystery shoppers drew attention to the welcome that patients are given and
issues around patients’ knowing the name of the staff member they are dealing
with. They have seen a 7% improvement in one of the metrics that they use as a
result of this programme.
Communication
• For some a closed Facebook group/Yammer network has worked well.
A3 placements
At Frimley, A3 posters have been used to share information effectively with patients
and carers.

6. Wicked Issues & Neat Ideas
Neat Ideas
Open Visiting
• At Frimley and Musgrove Park, Open Visiting has been trialled successfully
Sharing information with Carers
• Paul from Nottingham shared a draft of guidance to support staff to share
information

7. HOPE Network Site Visits
• The Network has had an offer to conduct a site visit to Lister Hospital in Stevenage
• It would focus on the Meridian survey system, their patient and carer
experience strategy and their ‘carers’ cabin
• It would also be an ideal opportunity for members to share their Board
reports
• If there is sufficient interest, there may be an opportunity to link up with the
Non-Executive Director for Patient Experience as well as patient reps to see
how they are managed and work together
• Shahid from Princess Alexandra Hospital also noted that on 11 May there is a
conference on End of Life Care that is being organized by a patient group that may
be of interest to others (see attached poster)

8. HOPE Network Buddies
• 18 members of the network have volunteered to be matched with a buddy.
• Profiles can be completed using the link below and The Point of Care Foundation
will try to match buddies as soon as possible:
https://pointofcare.typeform.com/to/LWJNMT

9. Evaluation of the meeting
Summary of feedback
• 89% of evaluation forms were returned by delegates
• 100% of delegates who returned the feedback forms thought that the event was
good or excellent
Summary of written feedback
Once again the most popular parts of the day were sharing ideas and discussions and
having the chance to network with colleagues.
During the meeting, members came up with lots of great ideas for future sessions,
which we will incorporate during 2016 and beyond.

10. Future meetings
Date: Thursday 14 July 2016 (London, venue TBA)
Topic: Understanding and Unpicking Patient Leadership
and involvement
Date: Wednesday 9 November 2016 (London, venue TBA)
Topic: TBC