Inspiration Invite

LiVE I N S P I R A T I O N

N W

OUR SECOND ANNUAL EVENT IS SPONSORED BY

DATE: FRIDAY 9TH OCTOBER 2009 VENUE: THE MONASTERY, GORTON, MANCHESTER We are pleased to announce details of our service experience event, coinciding with National Customer Service Week to highlight the importance of getting it right for patients. Focusing on best practice from within the health sector, the event will give delegates an understanding of how to measure patient experience and will include an exciting awards ceremony to reward inspirational staff who have given the SHA ideas for service improvement via our 6 month diary room campaign.

Dear CEOs of North West NHS organisations, PwC UK are proud to be able to create a special opportunity for you at this event, bringing a world class speaker, Nigel Risner, to the North West for an exclusive lunchtime master class. As a firm who aim to be recognised as the UK's leader in professional services; bringing real value and quality to our clients, investing in our people and supporting our local communities; we are delighted to be involved in the service experience agenda in this way. Nigel Risner has won many awards for his motivational speeches and is a respected television presenter and author, his books selling in their thousands. He speaks with authority, having learned

In addition to our varied programme, delegates can network in the marketplace which features touch screen technology, book stalls, poster presentations and many more interactive stands. Our intended audience is director and managerial level staff and colleagues who can use what they learn from the day to raise the profile of service experience back in their own organisation.

that positive results can come from negative experiences, and that we often learn best from situations which are unfamiliar and even uncomfortable. I am confident that anyone attending this master class will be able to draw on Nigel’s knowledge and skills to shape winning transformational strategies in their chosen sector. Hope to see you there, Dr Tim Wilson Partner - Health Advisory, PricewaterhouseCoopers

Nigel Risner will also be giving a plenary presentation to all delegates. For more details please see the programme below.

PROGRAMME 8:15am

Registration and marketplace

9:00am

Welcome from Sir David Henshaw, Chair, - NHS North West

9:10am

Inspiration NW’s achievements and aims - Simon Barber, Chief Executive of 5 Boroughs Partnership NHS Trust and Chair of Inspiration NW

9:25am

The EBD Approach - Helen Baxter, Associate - Innovation Practice, NHS Institute for Innovation and Improvement

9:50am

How to create impact each and every time - Nigel Risner

10:50am

Refreshments Break (& marketplace)

11:10am

iWantGreatCare - Dr Neil Bacon, Founder

11:35am

Picker Institute - Penny Woods, Chief Executive

12:00pm

Expert Panel Q & A - chaired by Prof John Murphy (Manchester Business School), and including representatives from CRT Viewpoint, North of England Excellence, and the Institute of Customer Service

12:15pm 1:30pm

Lunch (& marketplace) Introduction to workshop sessions - Mandy Wearne, Director of Service Experience, NHS North West

1:45pm - 2:35pm

Workshop session A

2:45pm - 3:35pm

Workshop session B

3:40pm

Refreshments Break

4:00pm

Award ceremony - Inspiration in Communication - Inspiration in Technical Innovation - Inspiration on the front line

4:30pm

Closing Networking and marketplace until 5pm

12.30 - 1.30 CEO Masterclass hosted by Nigel Risner

WORKSHOPS 1) How to Engage Employees in the NHS - Mark Fitzmaurice, Director, Dale Carnegie

2) Customer Relationship Management

4) What Really Matters to Patients - Elaine Hanzak

5) Measuring patient experience: practical hints and tips - iWantGreatCare

- Tim Gee, Microsoft

6) Activation Theatre

3) IFF Kitbag - Dr Margaret Hannah, Deputy Director of Public Health, NHS Fife

BOOKING FORM To book now, either: • Book online here • Reply to this email, attaching a completed version of the form below • Print, complete and return the form, using the fax details shown

Given the success of last year’s event, delegate places are filling up quickly so early booking is advised. However, there are still sponsorship and exhibition opportunities – for more information please contact the Cynergy Events team using the details below.

Name: Role: Organisation: Email:

Tel:

Please tick one workshop preference per session: Workshop session A

1

2

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Workshop session B

1

2

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6

Question for Expert Panel: Special Requirements:

Please note, delegate places are free however by submitting a booking you accept the following cancellation charges: Cancellation more than 10 working days prior to event - no charges apply Cancellation between 10 - 5 working days prior to event - £50 Cancellation 5 or less working days prior to event - £100

Cynergy Events Team Email: [email protected] Tel: 01642 713211 Fax: 01642 713535 Address: Inspiration NW LiVE c/o Ranyell House, 10 Ellerbeck Way Stokesley Business Park, Stokesley TS9 5JZ

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- Paul Gilmore