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You Made a Difference

You Made a Difference week is a time to show the change patient feedback has made to improve our services. Feedback does matter, we do listen and you - our patients and carers - are at the centre of service innovation.

CNWL’s new campaign - You Made a Difference week (18–24 May) is all about how we listen to and respond to feedback.

We're making it easier for

patients and carers to give feedback
colleagues to act on feedback and make improvements.

The “you” in You Made a Difference is patients and carers first, recognising your voice and lived experience. This is an ongoing journey to show that we're listening, acting and working in partnership with our patients and carers to improve care. Your lived experience voices are recognised, celebrated and acted on.

We're also taking this week to celebrate our colleagues at CNWL and the impact they have on services.

Tell us what you are doing locally and read more about great new initiatives in the case studies on this page.

Amanda Pithouse, Chief Nurse, said

"It starts with one week but it won't stop there. We know that service user and carer feedback is crucial to our work, every day. This is an opportunity to highlight the great work happening within the Trust but also the new tools and guidelines to use in practice over the coming months

We will have a focus on carer confident conversations to support colleagues with guidelines and training on how to approach confidentiality, consent and capacity.

From feedback, new ideas and initiatives begin, we've heard that patients and carers want more pet therapy available so we’re expanding this programme with the opportunity for many more to volunteer their pet and make a difference. Get involved in whatever way you can."

Themes

Simpler ways to feed back

Culture of care and involvement

The value of co-production

About

There are many ways people can give us feedback and often it can feel overwhelming. Different services can ask for different ways and can have different reasons for wanting feedback.

We've simplfied this staff guide to clearly outline what type of feedback is collected, how it's collected and why it's collected. Take a look at the new guide.

Patients, carers, friends and family can always feedback to staff in the services but also online through the Friends and Family Test Survey (you can get a paper copy of this if you prefer).

Our Patient Feedback and Complaints Service are here to help at any time. You can find out more about the service on this webpage here and by downloading this leaflet

We know colleagues often worry about confidentiality, consent and capacity when talking to carers. We have developed guidance and training to support with this.

Check out the guidance and share with your teams.

We've also developed guidance for carers, family and friends about gaining consent to share information and how to discuss any concerns with staff. Download the guidance pdf here

We've updated our resources to say 'You said, we did it together' instead of 'You said, we did' to reflect involvement in change and to help build trust amongst colleagues, patients and carers. We are working in partnership, not just asking for your views but actively and meaningfuly involving you to make real change.

Download our new templates to display feedback in your services.

Since 2019, our involvement strategy has led to a huge increase in involvement activities at CNWL, with record numbers of patients and carers now getting involved in discussions about how services are designed, run and monitored. There is plenty to be proud of, reflect on and celebrate.

Read our involvement strategy
Suggestions for involvement: Examples of Invovlement and Engagement Activities for involving people with lived experience
Good practice in involvement and co-production

Read case studies from our services

You Made a Difference Case Studies

Making a difference to your patients' care can be as simple as introducing yourself when you first meet them.Our patients and service users said, knowing the name of their doctor, nurse or HCSW made them feel more comfortable. We listened, and were one of the first NHS Trust's to roll out the #Hello my name is... badge campaign. A campaign founded by the late Dr Kate Granger MBE, a doctor and cancer patient when she noticed that many colleagues looking after her, didn't introduce themselves and aimed to change this.

Colleagues can order their badge on our procurement catalogue and soon alongside their uniform.

"Introductions are about making a human connection between one human being who is suffering and vulnerable, and another human being who wishes to help. They begin therapeutic relationships and can instantly build trust in difficult circumstances."

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.

Volunteer with your pet!

Based on feedback, staff can now volunteer with their registered therapy pets on selected mental health and rehabilitation wards, with plans to expand across CNWL.

If your pet is registered, or you’re willing to register with Pets As Therapy, you can help reduce anxiety, lift mood and bring calm and connection to patients.

Funded by The POD Family via CNWL NHS Health Charity.

Our colleges thrive on partnership. We bring together people with professional experience of mental health and people with lived experience of mental health to design innovative courses that actually make a difference. All of our courses and workshops are designed to contribute towards wellbeing and recovery and are co-delivered by people who have the personal experience of living with mental health difficulties, known as peer recovery trainers.

View feedback in real time - Our friends and family feedback survey live dashboard is on this page

Here is some of the feedback we received last month

Fernely Ward, Northwick Park

Superb. Honestly, it was superb. Amazing. Everyone involved in my care were fantastic. I have had reasons to be in hospitals for 27 years now and this hospital is the best y far. Everyone from the consultants to the nurses and assistants, they are just all so nice and supportive while you get better. I could not praise them enough.

Hillingdon Mental Health in Schools Team, Childrens Services

Really comfortable conversations, didnt feel any judgement and really supportive in responses.

Hawthorn Continence Service

The lady that did the assessment was so lovely and made us both laugh and we are both so grateful that she made him see that there was no shame in his needs changing, and addressing those needs. I don't know where we would be without her kindness and empathy.

Pine Ward, Park Royal Mental Health Centre

"All staff are super stars! I am grateful to all members of staff. They are all brilliant at their job and truly care the patients. They were welcoming & made me feel safe and cared for."