Case Studies

Cardiff & Vale University Health Board

Developing a Patient-centred Service for Neuroendocrine Cancer across South Wales through Commissioning and Co-production

Dr Mohid Khan –


Jan 2020 Case Study Image


General Summary

Care for patients with Neuroendocrine Cancer across South Wales has been transformed since September 2017 by developing a nationally commissioned patient-centred service across Welsh NHS organisations. Historically, a fragmented service received significant negative feedback. Led by a Gastroenterology NET expert, working with commissioners and patient groups through co-production, options of the model of care were appraised and implemented at a central and local level. Two cancer nurse specialists have been trained and provide support and education regardless of geography. There is more effective communication from the NET multidisciplinary meeting with equality of access to specialist expertise, diagnostics and treatments. The new service has gained the confidence of patient groups with overall satisfaction rate increasing from 19% to 99%. Using patient reported outcome measures (PROMS), there is a statistically significant reduced burden of gastrointestinal symptoms with 93% of patients feeling their symptoms are being addressed. To achieve sustainability, activity is recorded to guide devolvement of resource. Working with local clinicians has provided education to provide some local follow up for simple cases, guided centrally, which encourages sustainability. The success has been shared with national Wales commissioners, other NET centres in the UK and Europe through conference presentations and social media.

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Mid Cheshire Hospitals

 MCHFT Surgical Ambulatory Care Unit

Contact: Helen Williamson –

Dec Case Study picture

General Summary

The Surgical Ambulatory Care Unit (SACU) was introduced with the ambitious aim of radically challenging the traditional management of emergency surgical patients. This was in response to a number of issues:                  

  • Rising numbers of emergency surgical admissions.
  • Increased demand on the Emergency Department.
  • Unnecessary overnight stays & prolonged length of stay.
  • Negative impact on patient experience.
  • Positive introduction of Ambulatory Care Service within Division of Medicine and Emergency Care.

In collaboration with National Surgical Ambulatory Emergency Care Network, Mid Cheshire Hospitals implemented a Surgical Ambulatory Care Unit based at Leighton Hospital.  The SACU team was established, and the location tied in with the ward refurbishment programme which facilitated SACU to be co-located with the Surgical Admissions Unit.  SACU is a same day emergency service for GP referred surgical patients providing rapid assessment, diagnosis and treatment in a timely manner without admission to a hospital bed. This service was introduced to improve the experience of surgical patients, to avoid unnecessary waiting and delays and reduce unnecessary overnights stays.  This in turn reduces the pressure on the emergency department and has cost saving benefits to the organisation in reductions in average length of stay and more timely discharges.  The success of this project is a result of strong leadership and teamwork, with patient experience as a primary driver throughout.  We have seen improvements in reported levels of patients experience and significant improvements in organisational measures such as reductions in length of stay.  By reviewing current practice and thinking innovatively about how we can do things differently to improve patient experience, the team have successfully implemented a project which offers real sustainable benefits.

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Building a Carer Friendly Organisation

 Nottinghamshire Healthcare NHS Foundation Trust

 Contact: Paul Sanguinazzi –

Nov 19 case study image


Nottinghamshire Healthcare is a major provider of mental health, intellectual disability and community healthcare services for the people of Nottinghamshire.  These services are provided from community settings through to acute wards as well as low, medium and high secure settings. It employs 9000 staff from over 100 sites. It has an income of over £400 million.

General Summary

We have developed and implemented an ambitious, transformational and comprehensive programme in partnership with our carers to build a carer friendly trust. With the collective commitment of Trust staff, carers and local organisations we have:

  • changed culture and practice through staff induction and development programmes
  • raised awareness through innovative films, the carers section on our website and increased social media presence
  • tackled issues that carers raised (e.g. information sharing)
  • supported and informed carers through guides, information, support groups and forums
  • ensured that all our 100 plus mental health teams have evidenced that they have improved their involvement of, support for and communication with carers. This was backed by Trust leaders who proactively enabled the aim of supporting and involving carers.

As a result we were awarded two gold stars from the Carers Trust as part of their national Triangle of Care (ToC) programme in recognition of our work, which we have shared widely. One of our carers said: “The impact of the work Notts Healthcare has done and continues to do is immense and has made a huge difference to the way carers’ needs are recognised and addressed. It has made me, as a carer feel valued. Thank you.”

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Case Study Summaries

Others to be uploaded shortly.  If you are looking for a specific case study please contact us.