Patients are playing an increasingly influential role in shaping inpatient mental health services across Kent and Medway, with structured patient councils delivering tangible improvements to care quality, ward environments and recovery outcomes.
Across Kent and Medway Mental Health NHS Trust’s acute and forensic inpatient services, patient councils now meet regularly, creating a formal platform for individuals to share lived experience, raise concerns, and put forward ideas for change. These forums bring patients together with multidisciplinary teams, ensuring that service users are actively involved in decisions affecting their care, treatment pathways and ward environment.
At the heart of the initiative is a strong commitment to co-production. Feedback gathered during council meetings is systematically reviewed by ward teams, and where feasible, suggestions are implemented and communicated back through a clear and transparent ‘You said, we did’ framework.
Measurable Improvements to Patient Experience
The impact of the councils is already evident across several areas of inpatient care. Patient feedback has led to:
- Improved access to therapeutic and vocational activities
- Clearer, more accessible patient information
- Stronger communication between patients and staff
- Enhancements to the physical ward environment
- Practical changes that support day-to-day recovery
These developments reflect a broader shift towards more responsive, patient-centred care models within mental health services.
Clare Hardwick, Head of Allied Health Professionals at Kent and Medway Mental Health NHS Trust, highlighted the value of the initiative, stating:
“Patient councils are giving people a genuine opportunity to influence the care they receive and the environment they are recovering in. They are helping us understand what matters most to patients and ensuring their ideas lead to meaningful improvements.
“The councils also help patients build confidence and self-advocacy skills while giving our teams valuable insight into their experiences. Every improvement, whether large or small, helps us provide safer, more responsive and more recovery-focused care.”
Her comments reinforce the dual benefit of the councils - not only improving services, but also empowering patients to develop confidence and self-advocacy skills during their recovery journey.
Strengthening Trust and Communication
Beyond practical improvements, the councils are helping to rebuild and strengthen relationships between patients and healthcare professionals. By fostering open dialogue and shared decision-making, they create an environment where patients feel more confident speaking up.
Feedback consistently highlights the importance of being heard, involved and kept informed. Patients report that meaningful involvement enhances their sense of value and enables them to contribute to changes that benefit both current and future service users.
A Sustainable Model for Service Improvement
Patient councils are now firmly embedded across inpatient services within the trust, positioning patients at the centre of ongoing service development. The model demonstrates how structured engagement can lead to safer, more responsive and recovery-focused care delivery.
As NHS organisations continue to prioritise patient experience and co-production, the Kent and Medway approach offers a compelling example of how listening to patients – and acting on their feedback – can drive lasting, system-wide improvements.
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