Improving Services

Staff and patient talking

In response to the wide range of feedback that has been collected by our patient experience teams, we have implemented a large number of new initiatives to improve the service we provide for patients.

You can see a selection below:


Services for Women

  • Refurbishment of the delivery suite and postnatal ward at Lewisham Hospital
  • A new room for breast feeding and a milk kitchen on the postnatal ward at Lewisham Hospital


Services for Children and Young People

  • The implementation of an extensive survey programme that has demonstrated high levels of satisfaction with C&YP services
  • The introduction of Matron Mouse – designed to encourage very young children to provide feedback about their experiences
  • The introduction of a more integrated neonatal discharge pathway to ensure timely support for parents
  • A neonatal parent’s support group event that highlighted the need for better signposting of services


Emergency Services

  • The opening of the refurbished A&E and new Urgent Care Centre at Lewisham Hospital


Services for Older People

  • Provision of additional dementia training for staff
  • The introduction of a reminiscence pod at Lewisham Hospital
  • The introduction of rummage boxes as distraction therapy for people who are confused
  • Work with staff with regard to expected standards of behaviour and communication


Specialist Medicine

  • The introduction of a hepatitis specialist clinic and recruitment of an inflammatory bowel disease specialist nurse and OPD nurse manager to drive forward the OPD improvement plan
  • A new development under the QUIPP to provide most of the care to methotrexate patients at home
  • Review of appointments and clinic utilisation to improve patient flow including the introduction of a 6 week firebreak clinic to ensure that there are readily available appointments to mitigate when clinics have to be cancelled
  • Refurbishment of OPD clinics and waiting areas
  • The purchase of a DEXA scanner to ensure prompt results and a local service
  • The introduction of a new insulin pump service to ensure patients transferring from children’s to adults services have a seamless journey
  • The recruitment of new Cancer Nurse Specialists and the improvement of information giving to address some of the concerns raised through the National Cancer Survey


Surgical Services

  • The introduction of a Governance Manager in the directorate to manage the governance agenda at directorate level.
  • The introduction of new Crystal Marked leaflets for most procedures provided by an external provider, EIDO.
  • The appointment of a complaints coordinator to improve the process of complaints handling
  • Improvements to the Riverside experience were planned following receipt of the results of the Day Case survey


Estates and Facilities Department

  • Daily audit of meal times and of cleaning standards
  • An increase in the number of staff serving food
  • A review of the operation of the food trolleys to ensure food is kept hot
  • Simplification of the menu choices to enable an improvement in quality
  • The introduction of coin operated wheelchairs for patients and visitors


Voluntary Services

  • Review of the provision of wheelchairs or buggies to support patients with mobility problems to move around the site
  • Volunteers working with ward hostesses to speed up meal distribution


Patient Information

  • An update of the Patient Information Policy to meet NHSLA requirements
  • A review of all leaflets as part of the NHSLA review.
  • The development of an Easy Read version of the Quality Account
  • The introduction of a book service for patients on the wards to help relieve boredom

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Performance At A Glance

See an overview of our performance on NHS Choices: