CNWL’s new campaign - You Made a Difference week (18–24 May) is an opportunity to show how feedback from patients, carers and CNWL colleagues has led to real changes across our services.

It’s a chance to demonstrate a simple but important message:
feedback matters, we listen, and patients and carers are at the centre of service improvement.

Throughout the week, colleagues across CNWL will be recognised for the difference they make every day. 

CNWL's Chief Nurse, Amanda Pithouse, said 

"It starts with one week but it won't stop then. 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.

How feedback makes a difference

You Made a Difference is all about listening and acting on feedback. We are:

• making it easier for patients and carers to share their experiences
• supporting colleagues to act on feedback and make improvements

The case studies shared during the week show how these changes happen in practice. For example feedback has supported new ways of working, better communication, and improvements that make services more joined‑up and responsive.

From expanding pet therapy to new community wellbeing groups, we'll show that listening leads to action and that even small changes can have a big impact.

Putting patients and carers first

The “you” in You Made a Difference is patients and carers first. The campaign recognises the importance of your voice, lived experience and insight.

This is an ongoing journey to show that we are listening, learning and working in partnership with patients and carers to improve care. 

Celebrating our colleagues

The week is also an opportunity to celebrate the impact CNWL colleagues have across services.

From taking time to listen, offering reassurance in difficult moments, improving systems behind the scenes, or supporting each other every day, colleagues continually live CNWL’s values through their work.

We’ll highlight how everyday actions can have a lasting impact - helping people feel safe, respected and supported at some of the most important times in their lives.

The campaign recognises that making a difference is not limited to clinical care but includes everyone who contributes to high‑quality services across the Trust.

Still more to do 

We know that we don''t always get it right. By listening and learning we hope to make every experience in our care, the best it can be. We'll share how feedback and complaints have led to action, learning and better outcomes. We ask that you continue to share honest and open feedback with us to bring about these improvements. 

A collective thank you

Thank you for sharing your feedback and we encourages everyone to pause and reflect on what makes care meaningful, and to say a simple but powerful thank you to those who go the extra mile.

This campaign is part of CNWL’s ongoing commitment to valuing people, celebrating compassionate care and recognising the collective effort that underpins services.. 

Find out more and read the messages and case studies on the You Made a Difference campaign page.