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Exploring Patient Experience: Patient and Citizen Leadership


By its very nature, health-care involves taking care of others during times of distress and difficulty. This makes understanding the experiences of those accessing health care crucial in understanding impact of services offered, and in planning for effective service delivery. There is no single definition of patient experience, but seeking to explore this is key in understanding the human experience of health-care services.


Join us for this series of workshops, which aim to stimulate thinking and deepen understanding of patient experiences. These can be accessed as a series, or as individual sessions. Each will be hosted by Karl Roberts (Head of Design, Development and Patient Faculty, NHS England) and a member of the Patient Faculty.

Session 1: Storytelling (Patient / Service User Experience) 17/01/24 10.00-11.00

  • What is psychological safety and why is important.
  • Importance of active listening
  • What should we do with patient stories – Two Examples of Positive and negative stories. (How do we as leaders react and respond)
  • Q&A

Delivery Partners: Lalith Wijedoru & Karl Roberts


Session 2: Patient and Citizen Leadership 21/02/24 10.00-11.00

  • The definition of Patient /Citizen Leader
  • How Patient /Citizen Leaders can add value
  • The Patient Leaders story
  • Q&A

Delivery Partners: Carol Munt & Karl Roberts


Session 3: Improvement and Impact 13/03/24 10.00-11.00

  • How do we know that our work and that of our Patient Leaders is having impact
  • How we measure improvement and impact
  • Examples of best practice of Improvement
  • Q&A

Delivery Partners: Carole Pitkeathley & Karl Roberts


Please be aware that joining instructions for this event will be sent out seven days before the scheduled day.

If you register with the waiting list, please hold this date in your diary as last minute cancellations may happen. We’ll do our best to give as much notice as we can should a place become available.