An independent, 'not-for-profit' membership based network. We welcome all involved or interested in delivering the patient experience - with a commitment to continuously improve.

Our goal is to provide a valuable resource/service for NHS and other organisations wishing to improve patient experience.

PEN was conceived and developed by a group of individuals committed to creating a groundswell around the patient experience. We were setup with the support of GalbraithWight, a specialist healthcare training and consultancy firm and PEN are grateful for their ongoing support.

Yes, PEN is an indepedent company; our independence is important to us. We are independent of both the NHS and the Government, although we welcome members from both. We are not for profit which means we are not beholden to share-holders and we are funded by a wide range of different partners, which means we are not unduly influenced by any one major funder or sector. We are sector agnostic and therefore welcome participation from all involved or interested in improving the patient experience.

Expert Insight - Independent experts focussed on all aspects of the patient experience
Networking - Collaborating and connecting people is our ethos and we actively promote this
All Inclusive - We welcome all sectors involved with the patient experience
Best Practice - Recognising, sharing and celebrating best practice
Leading Change - Stimulating innovation and accelerating change to improve the patient experience
Evidenced - Case studies, diagnostics & benchmarking give you practical, credible & accessible resources to use

PEN believes that there are some great examples of delivery of excellent patient experience already happening in healthcare. Our first ambition is to recognise, share and celebrate these examples. Our second ambition is to inspire people to accelerate improvements to patient experience. We aim to achieve this through thought leadership, providing a mechanism for sharing best practice and providing additional training and consultancy services - some of which may be provided through partners.

Any organisation or individual involved or has an interest in the patient experience.  This includes all healthcare organisations (NHS organisations and Private health providers), Pharmaceutical manufacturers, Wholesalers/retailers, CRO's, Patient Groups, Care Charities, GP, Dental, Optician practices, Suppliers of patient experience related services  amongst many others.

The advisory panel is currently in development. We are approaching senior figures with recognised expertise in patient and/or customer experience.  This includes people within the NHS, from companies known for service excellence, ‘academia', patient bodies, private health organisations and others. 

We have welcomed involvement from a wide range of organisations already.  These organisations have been involved in many different facets of our network  Some were integral to our development while others have been actively engaged with various elements of our portfolio, for example  PENNA, the National Awards programme and our  training and development.   Full details are found on the relevant areas of our website.

PEN is self-funded through membership fees, sponsorship and fees for 'commercial services' such as training. We are not for profit which means that after we have paid the bills we re-invest any surplus funds in to developing the service we offer and helping to improve patient's experience.

Membership is available at different levels depending on whether you are an individual or an organisation, what kind of resources you wish to access and how you wish to work with PEN. Details of our membership packages are found under Membership.