The Milton Keynes Perinatal Mental Health Team received anecdotal feedback from patients highlighting increased anxiety and uncertainty about having a second child, particularly around managing the transition to a larger family.
What did they do?
In response, their nursery nurse and peer support worker collaborated to design and deliver a group called ‘Growing Your Family’. This group was tailored to support mothers who were either pregnant with their second baby or had recently welcomed a second child.
What was the outcome?
The group created a safe and supportive environment where participants could share experiences, build confidence, and develop practical strategies for managing family life with two children. It was positively received, with feedback indicating that it helped reduce anxiety, strengthen peer connections, and increase confidence in parenting. This initiative demonstrates our commitment to listening to patients and using their experiences to shape responsive, meaningful support within our service.
Pet therapy is proving to be a powerful way to support patient wellbeing, with therapy dogs helping to reduce anxiety, improve engagement and create calmer, more positive care environments.
At the Campbell Centre, therapy dog Ruby has become a much‑loved presence, offering comfort and emotional support to patients who may be experiencing trauma, anxiety or distress. Ruby instinctively responds to each individual, whether by gently resting her head on a patient’s lap, offering her paw, or simply sitting close to be stroked. Her calm presence helps patients feel safe, supported and at ease.
Therapy dog sessions are designed to be relaxed and welcoming, providing a safe, non‑judgemental space where patients can interact at their own pace. The presence of a dog also encourages natural social interaction, with patients often sharing stories about their own pets and experiences. Each session includes a discussion topic, helping to build confidence, encourage communication and reduce feelings of loneliness.
The benefits of pet therapy can extend beyond dedicated sessions. Ruby has also supported psychologists and social workers when it has been difficult to establish rapport with patients, including those affected by trauma or those who are non‑verbal or autistic. In these situations, Ruby’s presence has helped lower stress and anxiety, allowing patients to feel more comfortable and open, and enabling staff to offer appropriate care and support.
Ruby’s impact is not new. Before joining the Campbell Centre, she worked alongside her handler in supported living services, where she brought joy and comfort to people with learning disabilities, including wheelchair users and residents who would come out of their flats just to see her. Her suitability for therapeutic work was later confirmed following assessment by the charity Canine Concern, who recognised her natural ability to support people’s emotional wellbeing.
Now approaching 14 years old, Ruby has been part of life at the Campbell Centre for three years, continuing to demonstrate the value of pet therapy in mental health settings. Her work highlights how small, compassionate interventions can make a significant difference to patient experience and outcomes.
As more services explore innovative ways to support wellbeing, pet therapy stands out as a simple but deeply effective approach - bringing comfort, connection and calm to those who need it most.
Many of our colleagues go above and beyond every day to make a difference to patients, carers and local communities. Often, the most impactful ideas are shaped directly by listening to the people we serve.
In Milton Keynes, Taffy Tapfuma, Cognitive Behavioural Therapist with Milton Keynes Talking Therapies, has worked with community partners to establish the Black Men’s Wellbeing Festival – an eight-week, online programme designed to create open and honest conversations about the wellbeing of Black men.
The festival grew out of a wellbeing event held during Black History Month in October 2025, which focused on the experiences and mental health of Black men. Two key outcomes emerged from that session.
Firstly, rather than repeating a one-off event led solely by Talking Therapies, Taffy identified an opportunity to create something more sustained, community-led and inclusive. This led to connecting with a wide range of community organisations, speakers and partners, who now contribute to the programme and host sessions as part of the festival.
Secondly, feedback from attendees during the October event helped shape ideas for future work. When participants were asked what they would like to see next, there was a clear desire for a wellbeing space specifically for Black women. This insight informed plans for a Black Women’s Wellbeing Day, scheduled to take place during Black History Month 2026. Planning is now underway for that event, with lived-experience women and colleagues from perinatal services actively involved.
The Black Men’s Wellbeing Festival is still ongoing and the programme due to conclude on 26 May. Sessions run weekly and cover a wide range of wellbeing and health topics to increase awareness and encourage early help‑seeking behaviours. Engagement has grown steadily each week, with strong feedback from participants and a clear request from attendees and partners for the work to continue beyond the current programme.
The festival has also begun to attract wider interest, with organisations from across the country getting in touch to explore future collaboration.
Reflecting on the initiative, Taffy said:
“We wanted to do something that was community‑led and open to anyone, not just existing patients. The level of engagement has been really encouraging, and it’s a credit to all the partners who offered their time and expertise to host the sessions. The fact that it’s free and accessible has been really important.”
Feedback from attendees highlights the real-world impact of the conversations being held, with one participant sharing that they had booked their first prostate cancer screening following a session.
Looking ahead, the Black Women’s Wellbeing Day is one to watch. Further details, including the speaker line-up, are expected to be announced over the coming weeks.
As the Black Men’s Wellbeing Festival comes to an end later this month, Taffy will share learning from the programme and next steps, building on the growing momentum for community‑led wellbeing initiatives.
Look out for Black History Month event details closer to October.
Talented Experts by Experience created new leaflets for the Hub in response to feedback from a service user involved in the 15 Steps Challenge visit who commented on the need for clearer information of pathways offered by the Hub.
This advocacy programme has been recognised as part of the NHSE Health Inequalities Improvement Programme and the Core20PLUS5 Ambassador Programme.
The project addressed access, experiences and outcomes in inpatient mental health care.
Aims
To ensure all patients, especially those from marginalised groups, had equitable access to peer advocacy support; create a ward culture where patients felt empowered, respected and involved in their care.
Lessons learned?
Vital role of independent advocacy in empowering patients & enabling honest reflection; Patients were more likely to share feedback when speaking with someone outside the clinical team; embedding advocacy within QI structures rather than treating it as a standalone service was critical for sustained cultural change.
Recommendations
- Embed peer advocacy in inpatient care
- Integrate advocacy into QI frameworks
- Champion co-production and lived experience.
Building connections through patient activities on TOPAS ward
Art work
Exceptional art / colouring skills from one patient displayed in their room created a welcoming space during visits from their relatives and staff - a talking point.
One patient shared their piano playing bringing music into the ward. Taking time to teach a member of staff to play Amazing Grace, they felt empowered to share their knowledge / skills and a sense of achievement.
Welcomed the OMI Mobii+ Interactive Table on TOPAS
The OMi Mobii+ projector, funded by the CNWL NHS Health Charity, is now being used on TOPAS Ward, as well as across other older adult inpatient mental health wards including Ellington Ward (Northwick Park) and Redwood Ward (St Charles Hospital).
The projector brings colourful, moving images onto tables and floors, allowing patients to interact simply by reaching out or moving their hands. It’s a fantastic way to encourage gentle physical activity, improve coordination, and keep minds active through games, puzzles, and themed activities.
The immersive sights & sounds provide valuable sensory stimulation, helping to promote relaxation, reduce anxiety, & lift mood. Sessions have also created opportunities for social interaction, teamwork, and shared laughter, with patients supporting and encouraging one another. With activities that can be adapted to suit different abilities, the OMi Mobii+ is already making a meaningful difference - enhancing engagement, wellbeing and overall enjoyment on the ward.
Cherrywood Garden
Service users went to Willen Church to watch the Lancaster bomber fly over & a walk by the lake. The team also held a sunflower competition & a summer BBQ, all played Bingo, won some great prizes & lots of Scrabble time.
“Caring Together” at Cherrywood
Staff set up an Easter egg hunt around the unit with small chocolate treats and Easter crafts.
Patients sat in a group with staff and discussed Easter traditions; celebrations of St Geroges Day; Staff and service users planted a Cherry tree in the Cherrywood garden; celebrated World Mental Health Day with afternoon tea with staff and peers to raise awareness and to open conversations around mental health.
The Neath Hill garden was opened by Simon Warren (Service Manager) & two members of the EIPT
allotment group.
The wellbeing benefits of gardening & being within nature are well documented. The garden is open to all patients and staff who work / attend Neath Hill.
Surgery where there are a wide range of services including mental health, eating disorders, podiatry, children’s services and a GP surgery.
Service users / allotment group helped plant the fresh produce growing in the garden (strawberries, radishes, kale and a variety of herbs). The pleasant outdoor space provides a welcoming, relaxing space for all.
Feedback from service users via Datix & informally, indicated the Duty team was not responding back, Duty not offering helpful advice; not having clarity on what Duty offer while waiting.
A Microsoft forms survey link with four questions was sent via text to service users who had contact with Duty
between 1 March 2025 -September 2025. The survey / project closed 31 October 2025.
Four questions asked:
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Do you know what the Duty service in the Hub is for?
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When you have had contact with the Duty service, what has your experience been?
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How can we improve the Duty service for you?
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Do you have any other comments specifically related to the Duty Service?
Improvements
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Hub leaflet updated to include Duty, its role and function.
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Duty SOP updated to ensure voicemails are reviewed until 4pm & placed on diary for next day follow up.
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Front line staff encouraged to attend Trauma Informed Approach training on LDZ.
There’s an exciting new initiative coming to Brent in June
Brent on the Ball is a community event designed to bring people together and spark conversations about health and wellbeing through sport.
Mental and physical health are inextricably linked. People with the most complex needs experience fragmented care across mental health, physical health and social services
The NHS in Brent is an essential partner in supporting Integrated Neighbourhood Teams to understand and actively reach people with serious mental illness, using mental health and assertive outreach expertise to ensure they access the physical healthcare they need.
At the heart of the day at Hendon FC is a mixed‑ability football match involving residents, service users, carers and NHS staff, delivered in partnership with the Silver Jubilee Park Charitable Foundation (SJP).
The event acts as a catalyst for local engagement, working with community organisations to increase participation in sport and physical activity, break down barriers and create inclusive opportunities for people across Brent.
Alongside the match, attendees can join fitness sessions, take part in mural‑making and drop into workshops on health, diet, exercise and lifestyle run by CNWL, Brent Council and SJP. These activities give ways to explore local services and try new activities.
The event also supports the neighbourhood health programme in North West London, where integrator arrangements are now in place and the Trust I am a Governor for - CNWL - is leading this work for Brent.
Brent on the Ball helps lay the groundwork for stronger neighbourhood partnerships by building relationships, encouraging collaboration and creating space for people to connect in an informal setting.
The event takes place on Thursday 4 June at Hendon FC, Silver Jubilee Park
Brent Health Matters - a partnership between the NHS, Brent council and local charities – aims to engage with the community on a number of wide-ranging issues to reduce the health inequalities experienced in Brent.
Communities in Brent have told us they want to see health services in places like libraries, churches and local events. It’s about moving beyond hospitals and clinics, and into the spaces people already use.
For Mental Health Awareness Week, Brent Health Matters set up at Willesden Green Library. It’s all part of a wider shift towards neighbourhood health – an approach that connects GP services, mental health support and community care in local spaces, making it easier for people to access help close to home.
Throughout the day residents stopped by, many of whom might not otherwise have engaged with health services - some drawn in by curiosity, others by word of mouth.
Raf, a lifelong Brent resident who has been supported by local mental health services, shared how practical support - like being helped to apply for a Freedom Pass - has made a real difference.
“Transport can be expensive, and it made it hard to get out,” he said. “Having that support helped me be more part of things again.”
Others, like Salvatore from Willesden, came across the event by chance and took the opportunity to speak to employment advisors and mental health teams in one place - something that would usually mean multiple appointments in different locations.
Last year, Brent Health Matters visited Metroline’s Cricklewood bus garage to offer health checks for drivers. For drivers, time off for appointments is hard to arrange. Shifts are fixed, holidays are set, and the timetable is strict.
Bobby, a Metroline driver for over four years, was one of the first to get checked:
“The team are really helpful. I don’t have time to take days off for appointments. This was quicker and easier.”
Last October, Brent CMHT and inpatient services launched a quality improvement (QI) project to improve how quickly complaints are responded to and how satisfied people are with those responses. They found that the standard 25-day response time didn’t always suit the nature of the complaint. By speaking with carers or family members early and tailoring responses, they’ve started to see better outcomes.
Eshan, an Expert by Experience service user*, said:
“I’ve been involved with CNWL for a couple of years and recently supported the complaints responsiveness QI project in Brent. The aim is to improve how quickly complaints are handled."
Although we’re still putting changes in place, it’s been great to see early progress. I value being able to use my lived experience to shape the questions we ask and influence key actions. It’s been important to make sure all voices are heard, and the team has been very open to feedback.”
While many examples of good practice exist, carers’ experiences also highlighted the need for:
- Clear, consistent communication
- Greater empathy and active listening
- Inclusion in care decisions
- Transparent and accessible complaints processes
Veronica Expert by experience carer, said:
“I've been involved in the ‘Complaints Responsiveness’ QI project in Brent as the Expert by Experience carer. I strongly believe that QI projects are an effective way to improve working practices, and this project clearly demonstrated the team’s dedication to creating meaningful change.
I contributed to interviews with both staff and carers, and the insights gathered have helped shape positive changes in the way complaints are managed, while also supporting staff wellbeing. It has been encouraging to see collaborative working lead to improvements for both carers, and staff alike”
To improve the process, the team used QI methods, including a fishbone analysis based on feedback from staff, patients and carers. This helped them focus on:
- Reducing the need for response extensions
- Streamlining the complaints process.
They now agree a clear and appropriate response timeline with the person raising the complaint and are more transparent about the process.
Alongside this, the service has been running a local masterclass to build staff confidence in speaking with carers. They focus on carer confident conversations, giving colleagues guidance on confidentiality, consent and capacity. Six cohorts have completed the three-day programme, with carers joining the final day to support discussions.
Kathy McElroy, Local Resolution and Quality Improvement Lead, said:
“We’re all carers in our own lives, and it helps to think about how important it is to keep families and friends informed-- especially during complaints.”
The masterclass programme is immersive and has included role play to help staff practise responding to different scenarios. As part of the QI work there is plan in place to tailor a day programme specifically to build confidence in how we respond initially when concerns or complaints arise”