The Challenge
An NHS Trust wanted to improve patient satisfaction and engagement in their mental health services. Traditional feedback mechanisms were not capturing the full picture of patient experience, and there was a disconnect between what staff thought patients needed and what patients actually wanted.
Our Approach
LENs deployed a team of Experts by Experience to conduct in-depth ward observations, patient interviews, and focus groups. We worked alongside clinical teams to identify pain points and develop practical solutions. Our approach combined formal assessment with authentic peer conversations.
The Impact
- 25% increase in patient satisfaction scores
- Implementation of 3 new patient-led initiatives
- Improved staff-patient communication
- Development of a peer support programme