This year, our work was recognised nationally. Our work is based on a simple but powerful principle: when we listen to patients and collaborate with them to act on what they tell us, we deliver better care.
Across two national award programmes; the UK Customer Service Awards 2025 and the 2025 HSJ Awards, our approach to using patient insight to shape improvement has been praised for its innovation, impact, and ability to create meaningful change for the people who use our services every day.
Patient Feedback as a Catalyst for Transformation
Every piece of patient feedback is more than a comment or a data point – it is a direct window into the patient experience, showing where systems work well and where they need to change. Over the past year, we have focused on turning that insight into action to improve the experience of patients, their family and friend carers and staff alike
By combining patient stories with operational and performance data, we have been able to:
• Identify what matters most to patients
• Prioritise changes that deliver the greatest impact
• Design solutions that reflect real needs rather than assumptions
• Monitor improvements with clarity and accountability
This patient-centred, evidence-led approach has strengthened both the quality of care and the experience of accessing services. And this commitment has now been recognised nationally.
Highly Commended at the 2025 HSJ Awards
At the 2025 HSJ Awards, one of the most respected programmes in UK healthcare, our work received a Highly Commended accolade in the Data-Driven Transformation category.
Judges highlighted how we used patient feedback intelligently. Not as an isolated metric, but as a driving force for service redesign and improvement. They recognised the measurable outcomes, the value delivered to patients, and the strong collaboration across teams. In a year with over 1,250 entries, standing out in this category underscores the strength of our approach: patient insight, powered by data, equals meaningful change.
Finalist at the UK Customer Service Awards 2025
Earlier in the year, our programme was named a finalist in the Best Customer Service Partnership category at the UK Customer Service Awards 2025.
This recognised the way we worked with internal teams and external partners to use patient insight to co-create solutions. By grounding every decision in what patients told us, we improved access, satisfaction, communication, and effectiveness.
The improvements delivered have formed a blueprint for future patient-centred service design, showing that when organisations truly listen, they create services that work better for everyone.
Why This Matters
Both awards reflect something deeper than successful projects: they show what is possible when patient voices guide the work.
They remind us that:
• Listening is the foundation of improvement
• Feedback is a strategic asset, not a compliance exercise
• Patients offer clarity on where care can progress
• When teams respond effectively, trust grows, outcomes improve, and services become more sustainable
While national recognition is encouraging, the real achievement is the positive difference felt by patients and staff. Clearer communication, easier access, better support, and services shaped around real needs.
Looking Ahead
We will continue embedding patient feedback at every level of our improvement work, ensuring that every insight is valued and every voice helps shape a better service.
These awards demonstrate that when we take patient experience seriously, it not only leads to recognition – it leads to transformation. And that is what motivates us most.