Annual Report 2024/2025
Patient Experience Programme
Through our Patient Experience Programme, we collected nearly 3,600 responses from local residents on their care at GP practices, hospitals, dental clinics, pharmacies, and more. Despite staff transitions mid-year, our new officer hit the ground running and we expect engagement to rise in the next financial year.
We published four insight reports, shared our findings with key partners, and offered practical recommendations for improvements. These included better access to appointments, clearer test result communications, and expanded digital inclusion support.
Research projects and engagement
Through our involvement in the Proud to Care and Maximising Wellbeing programme, we produced three reports based on feedback from residents receiving home care. By engaging often isolated individuals via phone, we were able to elevate their experiences to Lewisham Council and partners. Our recommendations led to upheld concerns and service improvements for some providers.
This year we also published our landmark report on Trans and Non-binary health experiences in Lewisham. We conducted in-depth interviews with participants, highlighting systemic barriers and service gaps.
Our findings directly influenced SLaM’s updated gender inclusion policies and were used by Healthwatch England to shape their national research. We also presented findings to a local GP practice to encourage inclusive practices, and our work has sparked wider discussion across South East London.
Enter & View
We carried out visits to care homes focusing on residents with dementia and learning disabilities.
At M Power Learning Disability Home, our report prompted improvements to signage, activities, feedback systems and inclusion of cultural meals. Similarly, our visit to Alexander Care Home led to garden safety improvements, refurbished areas, and enhanced staff-resident communication.
Information and Signposting
Over the past year, we supported 96 individuals who reached out to us with questions about prescriptions, ADHD referrals, hospital discharge, or carer support. Our team helped them navigate complex systems and find the right service—whether that meant contacting SLaM, speaking to care home managers, or accessing local support organisations like IMAGO and Carers Lewisham.
Driving Change with Partners
Partners like Lewisham Council, South London & Maudsley NHS Foundation Trust, and Lewisham & Greenwich NHS Trust continue to value our insights. Whether it’s reviewing gender care policies, redesigning outpatient letters, or improving garden safety in care homes, your voices are making a difference.
Thank you to everyone who shared their story, gave time as a volunteer, or worked with us to improve care. Your voice is helping to build a fairer, more responsive health and social care system in Lewisham.
