1. Berenice Postlethwaite Patient Experience Manager Do You See What I See? Humanising a Complex Medical System 30 th September 2014

2. What Patient and Family Experience is All About

3. The Story of Patient and Family Experience

4. The Story of Patient Experience Use your body intelligence

5. Do you see what I see ?

7. What do you hear – do you listen with your heart?

8. Listen with our heart?

9. WHAT DO I SEE? WHAT DO I HEAR? AM I LISTENED TO? WHAT DO I SENSE IS HAPPENING? DO YOU KNOW ME? HOW AM I MADE TO FEEL? BODY INTELLIGENCE THROUGH THE EYES OF PATIENTS / CARERS

10. Which journey are you on?

11. Children, young people, families and carers want to feel that their hospital knows them, understands their problems and cares about them. They want us to learn from their experiences and improve. From our children, young people and families we pick up innovative ideas that we might not otherwise have known about. Links to other work streams – Quality, Equality and Diversity, IQP etc. Working collectively with children, young people and families will strengthen the framework of our teams and our organisation and it will be one of our most valuable assets. Bringing the pieces together by “Listening, Understanding, responding and Delivering”