NHS strategy has moved beyond relying solely on clinical data and financial spreadsheets. Patient experience and engagement are now recognised as core components of quality, alongside safety and effectiveness. When gathered, identified and used correctly, patient feedback and insight can also act as an early warning system for Trusts, highlighting process failures or a communication breakdown.
While Trusts are now duty-bound to involve service users in the planning and development of service changes under the National Health Service Act 2026, it is a moral “must-do” to establish and maintain public trust.
Join Ross Wigham and Joanne Mackintosh from Northumbria Healthcare NHS Foundation Trust for a deep dive into patient experience and engagement. We’ll discuss how their Trust gathers and uses patient feedback to shape communication strategies and drive wider organisational impact.
What we’ll cover:
From Consultation to Action: Navigating the cultural shift required to let patient insights lead the narrative and the importance of closing the feedback loop.
The Multi-Channel Approach: A breakdown of the tools and touchpoints used to capture diverse perspectives across hospital and community settings.
Decoding the ‘Silent Majority’: Practical tactics for engaging under-represented groups and ensuring your strategy reflects the entire population, not just the loudest voices.
Beyond the Patient Experience Team: How patient insight is being integrated into communications strategy, service design, and wider policy-making across the Trust.
Maximising the Friends and Family Test (FFT): How to turn mandated data into a powerful tool for securing funding and investment by evidencing clinical impact and operational excellence.
Open Floor Q&A: An opportunity for you to put your questions to our guest speakers.
