Trust wins top patient experience award at PEN National Awards

A team from the Trust has won a top accolade at the annual Patient Experience Network (PEN) national awards held last week. A new system of patient information posters, which are located just inside the entrance to each ward and are easy to read, understand and can be kept up-to-date, was judged the best of three finalists in the Access to information category.


The Trust has well-established systems in place for collecting patient feedback, sharing this with ward teams and ensuring it is reported, discussed and acted upon at all levels of the organisation. The initiative that won the PEN award was the development of a suite of posters displaying information that patients and visitors said they wanted to know on arrival – including individual comments from patients and/or their carers about what they like and where improvements can be made (along with the actions taken by the ward).

Project manager for nursing and patient experience, Jenny Pennell, said:

“The visual impact of the new suite of posters has been amazing and our ward staff tell us that they have a renewed sense of pride in sharing information about their performance and the improvements they have been able to make.

“Regular walk-rounds ensure that the poster information is kept up-to-date and that a record of learning from patients’ experience is kept. Examples of this feedback from the public is included in update reports that we place regularly on the Trust’s website for everyone to see.”

“Ward staff quickly welcomed the initiative and it is now very much part and parcel of how our teams share information routinely and openly with their patients and visitors. It also enables them to show how they listen and respond to suggestions that people make for improvements.

“A good example of how the project has supported changes to benefit people using our hospitals is in maternity, where women wanted their partners to be able to stay overnight with them. Recliner chairs were purchased so that can happen on the Lister’s antenatal and postnatal wards – which has made a real difference.”

The Trust’s deputy director of nursing leading on patient experience, Carolyn Fowler, said:

“Over the last few years, we’ve placed great emphasis on engaging with our staff, patients and their visitors to improve the experience that people have when admitted to our wards. It is often a worrying time for them and sharing information and listening to feedback – as well as acting on it – is very important. Until the development of the new suite of posters on every ward, it was often difficult to share information and feedback simply and consistently. That has changed now through what is a very simple, but highly effective initiative.”

The same project was also one of three finalists in the Measuring, reporting and acting category of the awards, which were held at the Birmingham Rep on 2 March 2016.