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Hosted by Jonathan Asbridge, clinical director for patient experience in emergency care, the event was the second in a series of seminars focusing on patient experience. Jonathan said "I was delighted to host the second modern matron and senior nurse summit "Making It Better - The Patient Experience". As a group of experienced nurses we were able to build on the progress we made from the first summit, tackling difficult issues senior nurses face in an emergency care setting. I was especially pleased that Michael Summers, Chairman of the Patients Association was involved, assisting us to deliver a healthcare system that places the patient first."

Michael Summers, chairman of the Patients Association, highlighted the progress that nurses have played in ensuring that the health services are centred around the patient and their needs.  He also reminded delegates of the importance of good information for patients, especially as this emergency care system grows more diverse and complex.

The day also provided real life cases of how nurses had made local changes to enhance patient experience.  Sheila Brooke, Manager, Southampton Walk-in-Centre led a panel discussion involving Teresa Ashman, Deputy Matron, Minor Injury Unit, Victoria Hospital; Anne Baileff, Nurse Consultant, Walk-in-Centre, Southampton and Karen Kelly, Senior Clinical Matron, A&E, University Hospital of North Staffordshire.  This discussion highlighted a range of issues organisational culture, leadership, training and patient involvement.

Participants then participated in workshops.  Again the focus was on real life experiences.  Kerry Anderson, Fred Cock and Keri Storey outlined how The Royal Devon and Exeter Hospital established a 'one stop' referral/access point for Emergency Department staff to avoid emergency admissions and facilitate immediate discharge across the whole patch.  Elaine Egan Morriss provided an overview of the Walk-in Centre Mental Health in Primary Care pilot (see this month's case study).

Delegates also heard from Professor Sir George Alberti, National Director for Emergency Access.  He highlighted national developments in mental health policy and the role emergency care practitioners have in treating mental health patients.