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.
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.

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
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 12.30 - 1.30
CEO Masterclass -
12:15pm Lunch (& marketplace) hosted by
Nigel Risner
1:30pm 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

WORKSHOPS
1) How to Engage Employees 4) What Really Matters to Patients
in the NHS - Elaine Hanzak
- Mark Fitzmaurice, Director, Dale Carnegie
5) Measuring patient experience:
2) Customer Relationship practical hints and tips
Management - iWantGreatCare
- Tim Gee, Microsoft
6) Activation Theatre
3) IFF Kitbag - Paul Gilmore
- Dr Margaret Hannah, Deputy Director of Given
Public Health, NHS Fife the success of last
year’s event, delegate
places are filling up quickly so
early booking is advised. However,

BOOKING FORM there are still sponsorship and

exhibition opportunities – for

Designed and Produced by Cynergy 01642 713211 www.cynergy.co.uk

more information please
To book now, either: contact the Cynergy Events
• Book online here team using the details
• Reply to this email, attaching a completed version of the form below below.
• Print, complete and return the form, using the fax details shown

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Please tick one workshop preference per session:

Workshop session A 1 2 3 4 5 6

Workshop session B 1 2 3 4 5 6

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Please note, delegate places are free however by Cynergy Events Team
Email: events@cynergy.co.uk
submitting a booking you accept the following Tel: 01642 713211
cancellation charges: Fax: 01642 713535
Address: Inspiration NW LiVE
Cancellation more than 10 working days prior to event - no charges apply c/o Ranyell House, 10 Ellerbeck Way
Cancellation between 10 - 5 working days prior to event - £50 Stokesley Business Park,
Cancellation 5 or less working days prior to event - £100 Stokesley TS9 5JZ

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