Every quarter we update our website to reflect changes and improvements that have been made to improve patient experience. Here is a run down of some of the improvements made between October and December 2025 as a direct result of patient feedback:

Between October and December 2025

We heard: Text message appointments and reminders should have a name on them, to help people managing appointments for others, such as children.

What we've done: Added first names to all text message appointments and reminders so it is clear who the appointment is referring to.

We heard: People waiting to go home from the Discharge Lounge often have very little to do whilst waiting.

What we've done: Developed a new volunteer role to support patients through activities and interaction whilst on the Discharge Lounge.

We heard: For some women, appointments in early pregnancy can be difficult to access.

What we've done: Worked with the Maternity and Neonatal Voices Partnership and local communities to develop an ‘open access’ pathway for women at highest risk of experiencing health inequalities.

We heard: It can be difficult for women to communicate on the postnatal ward, whose first language is not English.

What we've done: Trialled a new app called ‘Jannam’ which translates information for South Asian mums. The app is available in English, Urdu, Gujarati, Hindi, Punjabi, Bengali and Tamil. 

We heard: The Maxillofacial phone system is confusing and hard to get through, with too many numbers and frequent engaged tones.

What we've done: Created one single phone number with smart call routing and a queue system to reduce delays and misdirected calls.

As well as working with our volunteer Experts by Experience and Patient Safety Partners, we work in partnership with other organisations to make improvements. This includes Healthwatch, the Local Authority and Voluntary, Community and Social Enterprise Organisations.  Working together helps us to support patients, carers and members of the public. 

If you'd like to know more or have questions please email patientexperience@cht.nhs.uk