A week before our new recommended visiting hours are introduced which will make a difference to the experience of our patients and families, we hear from our new Head of Patient Experience, Lynsey Nicholson. She tells us about her role and how she believes personal, human connections are as important as the care we provide to our patients and can be the the difference to how someone feels.
Hello, my name is Lynsey, and I’ve recently joined CHFT as Head of Patient Experience, working in the Quality and Safety Team.
What does your role involve?
My role is to understand the experiences of patients and their families at CHFT, identifying what works well and where we have opportunities for improvement. I am responsible for ensuring that we actively involve patients in the way we deliver health and care services, ensuring their voices are at the heart of everything we do.
An example would be our approach to visiting their loved ones whilst in hospital, listening to their ideas, concerns and feedback to help inform our policy. Our Matron for Patient Experience, Alex Keaskin has recently led on this work, with changes to visiting hours taking effect from next Monday 10 March 2025.
Involving patients and their families allows me and my team to engage with a wide range of services across the organisation. I truly enjoy the variety that comes with my role, as well as the opportunity to meet new people and work together to drive change and improvement.
Do you have a memorable moment that has stuck with you through your career?
It’s hard to choose just one moment, as I’ve had the privilege of being involved in many incredible initiatives in the field of patient experience. However, one that stands out is from my previous role during the COVID pandemic when I set up and delivered our ‘Sending Hugs’ service, which is like the Letters to a Loved One service here at CHFT.
During this time, I had the opportunity to connect with a wonderful gentleman named John, whose wife was in hospital and whom he couldn’t visit. He would email me daily with pictures of the flowers in their garden and even photos of a freshly washed and waxed car he’d clearly spent hours cleaning. These small reminders of home were his way of staying connected when he couldn’t be there in person. I would print and laminate the photos for him, along with short messages for the ward staff to read to his wife. The photos were displayed around her bedside so she could see them.
Sadly, one morning I received an email from John to say that his beloved wife had died. He thanked me for the Sending Hugs service, saying it had made such a difference during an incredibly difficult time. I couldn’t help but cry when I read that email.
For me, John’s story truly reflects what we mean when we talk about patient experience—it’s not just the clinical care we provide, but the personal, human connections that make all the difference to how someone feels.
How would you sum up your role in three words?
Empathy, involvement, improvement.
Can you remember what you wanted to be when you were growing up?
Ooh what a question, I honestly can’t remember! Originally I had wanted to be a journalist, as I loved writing and listening to stories. Which, I have to say, I still get opportunity to do in my patient experience role through hearing peoples’ stories.
When you are not at work, how do you relax?
I really enjoy taking my dog, Ralphie Dean (named after the famous Everton Player William 'Dixie' Dean), for a long walk along the canal and our local woods, stopping off on the way home for him to have a ‘Puppuccino’ (I didn’t know it existed either, but essentially it's whipped cream)!
What would people be surprised to know about you?
A number of years ago, I had nine pet cats. And a very big cat food bill!
