The Leeds Teaching Hospitals NHS Trust

Patient Experience Team

You Said, We Did

Below are some examples of the changes we have made following your feedback. These have been displayed on posters in our wards and departments.


Poster for J27 showing what we did following feedback from patients Poster for L17D showing what we did following feedback from patients
L14D Antenatal Clinic


Chapel Allerton Hospital 


You Said We Did

March 2021

Too many delays and too much being passed from nurse to nurse ... adding extra delay and more cleaning for nurses involved. Why can one nurse not do questionnaire, cannula and drip? Everyone is lovely and really professional, just seems disorganised.

We have had lots of staff changes over the last year.  We use bank staff and nurses from other areas have helped out on C5.  This can mean changes to the usual routine on C5 and what patients expect.  We have discussed the comments as a team & will take the comments on board.

The bank nurse at the door asked why I was exempt from wearing a face mask, I was abused as a child & anything over my mouth causes me to have a serious panic attack & pass out, I was extremely upset by her prying questions, I think I answered out of shock & wished Id just left, I was left upset & anxious. I also didnt believe anybody had the right to ask for the exact reason anyone is exempt from wearing a face covering. Ive never been asked before for the exact reason Im not wearing one, normally I state Im exempt & thats good enough. 

Patients are informed prior to their visit about wearing a mask and we have to ask to inform staff/doctors and transport.

After discussing this feedback we have decided to make a note on the C5 diary to alert us to such issues.  This will be picked up in the morning during our staff huddle so staff are aware and will expect the patient.


Neurological Outpatient Physiotherapy

You Said We Did

March 2023

My physiotherapist was very patient and listened to my needs and worked with me.

The only issue, I have is the waiting time for being able to see an NHS physiotherapist, in that time of waiting 6 months, I had to seek private services which were costly and not consistent service.


Worked with Admin teams to reduce the waiting list by ensuring all new patient slots are filled if patients have cancelled.

Temporary staff for 8 weeks to reduce waiting lists.

Assistant physiotherapist employed to take some patients to free slots for New patients.

Patients reminded about appointments via text system and informed of discharge if cancel consecutive appointments.

Speaking to the therapy team directly is difficult.

Text reminder services could be clearer and say if the appointment is face to face and who it is with.  This is helpful if you are seeing more than one medic.

Regular discussions with Patient hub regarding changes to text systems.

Discussions ongoing regarding communication avenues.

…. I can only praise the service I have received. There is nothing I can think of which could be improved except perhaps for the distraction of only having curtains between the bays. It would be perfect if there were treatment rooms available

Acquired regular use of a side room and have discussed reconfiguring curtains with managers and hospital estates teams.

 Children's Hospital  


You Said We Did

August 2022

You would like more information about what is available on the ward and be shown around the ward so that you know where the toilets are, where parents can go to eat or get a drink etc.


We have developed a ward information leaflet for patients and families and provide a tour of the ward.

Children's Oncology & Haematology Day Unit

You Said We Did

May 2021

All went to plan nurses were good as always. Can lunches be healthier, no fruit, white bread, healthier options would be good


We have added some fruit to the packed lunches and we have a selection of sandwiches that comes on brown bread also.

Children's Emergency Department

You Said We Did

October 2021

The only recommendation would be to have different reception in A&E for kids and adults. We had to wait at reception queue for 25 minutes, only adults at the front of us and as soon as we entered the pediatric A&E the waiting room was empty. We could have been assessed by a nurse much earlier for a broken wrist. Apart from that, staff is excellent and very patient.

There was a long wait time last night - it was really busy and the department looked short staffed. Despite how busy it was the people that helped my son were fantastic. 

  • Children are now booked in separately when there are long queues.
  • Additional booking in desks have been set up which has reduced the waiting time for booking in.
  • We now have a GP in Children’s ED.




Leeds General Infirmary

Adult Critical Care

You Said We Did

July 2023

Lighting in the visitor’s area is very bright when spending a long time in the waiting room.


With donated money from patients and relatives we have purchased new, low lighting and a lamp for the visitors waiting area.

Time passes slowly; more radios and televisions would help to pass the time.

Through donations we have purchased radios and personal DVD players. Due to the   equipment in ICU it is difficult to get a good reception through indoor aerials.

 Why is my relative asleep after physio when we visit?

Physiotherapy is an important part of   rehabilitation but it is tiring for patients. We are piloting rest periods across most of our units to allow patients to rest

There is nowhere in ICU to get a hot drink.

We are in the process of buying a hot drinks machine. This will be funded through Patient / relative donations.

Visiting time is quite restricted.

Due to ward rounds, therapies and protected meal times visiting is restricted. Please discuss any problems with the nurse in charge.


Cardiac Critical Care

You Said  We Did

April 2023

The noise should be adjusted during the night, too noisy. The service is good because of the care and service received, very attentive

Fantastic care and staff. Only negative is trying to sleep as the equipment and machinery is so loud.

We have introduced ‘Sharpsmart mats’ to put in the bottom of Sharpsmat waste disposal containers to reduce the noise when an item is deposited.



General Critical Care


You Said

We did

April 2023

Would be better if l could sleep, without the light on.

We have introduced night lights that can be used instead of the main full lights to make it more relaxing for patients at night.


Emergency Department


You Said We Did

April 2022

I was kept informed of what was happening and when. Everyone I came into contact with was very helpful. The only issue I had was when queuing outside in the rain and cold to be seen by the reception, I wasnt well at all and it really didnt help. A chair and to be better cover would have been helpful. Although I understand they system due to Covid.

Long queues getting into registration in the winder cold. Obviously a   problem with covid but 45 minutes standing in the cold already feeling rubbish was tough.


A new tent has been installed at our Reception entrance to provide cover for patients who are waiting outside.

Tent outside LGI ED Reception2nd photo showing tent outside LGI ED Reception

October 2021

I felt I received extremely good care from staff, but with the lack of  access to water or vending machines I didnt drink for several hours making my blood pressure low. There were also people who needed help whilst in the waiting room and they didnt have    anyone to help them and no one was checking in on them.

  • We have ordered two water fountains.
  • Nurses are carrying out regular checks on patients in the waiting area and providing pain relief as needed.

Very unhappy, for having to stand and queue outside for 30 minutes, when very dizzy, to register. Very happy for the time, care and explanation I was given by all members of staff that I saw.

  • We have set up additional booking in desks and children are booked in separately when there are long queues.
  • We are recruiting more Reception staff to speed up registration.

A waiting time screen would make me feel less forgotten about even if the wait is going to be 5 hours.

 There is now a screen showing waiting times.



You Said We Did

December 2021

That you have to wait a long time on the ward for your procedure.

The TAVI team have been working to improve    communication with patients following their admission to L14. All patients are now spoken to by the team and they are fully informed of the plan for the day. The patients are informed of the predicted time for their procedure and for how long they may continue to drink water.



You Said We Did

March 2021

There is a serious problem with time it takes with medication on departure if I was given my list and was able to go to pharmacy I would be half hour but it takes 12 hours mental torture is that wait also I was given medication that Ive stopped 6 months ago


We are in the process of recruiting two  Advanced Care Practitioners who will be based on L14. These individuals will be able to focus on the  timely discharge of patients and will be able to complete patients’ EDANS thus significantly  reducing the time it takes to obtain  patients’ discharge medication.




You Said We Did

August 2022

I’m a regular attended in clinic and a patient on L15. They never fail to deliver good care. Some hiccups along the way on this admission with ‘am I going to theatre or not’. I was all set up to go then simply told I was going home which really confused me. An explanation was given by the doctor eventually and the nurses were apologetic for the mis-communication. The nurses were sincere. It was the communication that let them down.

Sometimes planned operations have to be cancelled on the day or at very short notice. Our staff will do everything they can to avoid this as we know how upsetting this can be. Your operation will be rebooked as soon as possible. Effective communication between nurses and physicians is important for the safety and quality of patient care. We are working on identifying strategies that would improve communication between these two groups which will ultimately improve patient outcomes.



You Said We Did

March 2021

Not adequately signposted for where I needed to be.

L17D have new official signs and direction signs have been placed around the hospital to assist people in finding the department



You Said We Did
April 2022  

Communication needs improving, specially when patients are being moved.


Often we have an influx of patients which means we need to move patients to other wards.

We now have a robust system in place for updating families and we make sure to communicate with them from the outset and to liaise with families more on admission.


Minor Injuries Unit (MIU) LGI

You Said  We Did

October 2021

Bottle neck at reception. Was   abysmal and made the total waiting time far longer than necessary. People were not following rules re masks and only one person with patient.

  • We are recruiting more Receptionists to enable faster registration and inform patients of the next steps.
  • We are planning a social media campaign to make patients aware of the Covid rules within hospitals.

Excellent service from the hospital but 111 sent me to the wrong place

  • MIU has temporarily moved to the LGI and 111 are now aware of the new location.
  • We will be holding another social media campaign to make the public aware of the move.

My  only complaint which isnt effecting my score is that there was a lack of wheel chairs and the treatment room X34 feels like half a mile away from x-ray when you have a bad knee and elect to head over yourself rather than wait. 

  • We now have a Nurse Practitioner in the Emergency Department who sees patients needing x-rays so that patients do not have to go to X34/MIU and then to X-Ray.
  • Patients are now given a map so they can find MIU more easily. We are also planning to incorporate the map into a leaflet that will  explain the process in MIU.


St James's Hospital

Adult Critical Care

You Said We did

July 2023

Lighting in the visitor’s area is very bright when spending a long time in the waiting room.


With donated money from patients and relatives we have purchased new, low lighting and a lamp for the visitors waiting area.

Time passes slowly; more  radios and televisions would help to pass the time.

Through donations we have purchased radios and personal DVD players. Due to the   equipment in ICU it is difficult to get a good reception through indoor  aerials.

Why is my relative asleep after physio when we visit?

Physiotherapy is an important part of rehabilitation but it is tiring for patients. We are piloting rest periods across most of our units to allow patients to rest.

There is nowhere in ICU to get a hot drink.

We are in the process of buying a hot drinks machine. This will be funded through Patient / relative donations.

Visiting time is quite restricted.

Due to ward rounds, therapies and protected meal times visiting is restricted. Please discuss any problems with the nurse in charge.

Antenatal Clinic

You Said We Did

March 2021

Between consultant and midwife there was no communication, came in for an induction and the midwifes knew nothing about induction and were just going to break the waters. We were made to stand and wait for 25 minutes whilst they found out what was going on, then told my partner to leave when the consultant said he could stay on antenatal or delivery suite.





We do endeavour on the antenatal ward to make the experience for women as compassionate as possible in these difficult times. Unfortunately due to the estate it is not possible to have birth partners in constant attendance and this has been since April 2020.

Reasonable adjustments are made for women who have individual issues but it is difficult to establish if this was requested in this woman’s case as we do not have patient level details.

There are 2 methods of induction one where a pessary or rod is used to ripen the cervix and the other where it is possible to break the waters without the need for the pessary or mechanical dilator, it isn’t that the midwives do not know what is to be done for an induction but that they need to establish which method is more appropriate for the woman and this is determined following an examination as not everyone requires a pessary.  


David Beevers Day Unit

You Said We Did

September 2021

Was there for 6 hours waiting and was never asked if I was ok , staff seemed to vanish once everyone had been checked in, I was last on the list an the 1 member of staff had actually forgotten I was there


Nurses are now completing an intentional rounding document at 10am, 2pm and every time they have a conversation with the patient. This is to act as a prompt for the teams to ensure patients are updated on the expected time to go to theatre, any issues with the lists and post-op beds and to ensure they are ok whilst waiting.

We have improved the booking template that all surgical departments have access to and this has already led to a reduction in waiting times.



You Said We Did

March 2021

I was put in a room on a ward while suffering in excruciating pain and simply ignored for hours on end. Pressing the nurse call button would result in a wait of nearly an hour before someone attended. This day in hospital has mentally scarred me and I am still - several days after leaving hospital, breaking down in tears with flashbacks from the stay.

The feedback has been shared with the team in relation to the impact of delay in response and communication to patients. We now have additional management support from a Ward Manager and a  Matron to ensure the constant monitoring of call bells and to prevent delays. We are also  delivering a nurse in charge programme which will also focus on professionalism - in relation to responding to communication and preventing delays.

Lack of care and at one point I had 5 used bottles and 2 used bedpans in my room

The Matron will undertake weekly assurance visits to ensure the improvement of the ward environment. This will be a joint visit with the domestic management team. 

Allocation of beds for known patients. standard of maintenance of bed spaces and basic equipment. keeping patients under control and spacing. information on leaving times 

Matron is leading on a project relating to the care provided to our mental health patients,  acknowledging an increase in demand for mental heath beds and the impact this has on these   patients but also the patients present on the ward. The Matron will now be attending for any patient with challenging behaviours with a focus on de-escalation. 



You Said We Did

March 2021

Staff on wards are rubbish. Filthy ward conditions

You could invest in telephones and people to answer them. Totally impossible to get through to this ward. You have elderly people in hospital who might not have a portable phone. They aren't allowed visitors, flowers etc and can't even have a call from a relative. Not good enough. Also staff on this ward when you do get through are condescending. They don't seem to realize that the elderly are adults. Just because you are old, doesn't mean you have to be   treated like a child.

J11 is planned to be decorated which has already commenced.

J11 is currently under supportive measures from the corporate team with an action plan in place.

Current focus is on ensuring leadership and establishment of a ward team (including a ward clerk) with an emphasis on professionalism. 



You Said We Did

November 2021

I was meant to b called in on the Friday for the surgey so had been fasting since 6am tht day they never rang I rang the hospital at 8am saturday to b told go straight in the had a bed for me... I arrived about 9am to b told I had a bay but no bed could I go wait in a departure lounge till they found a bed.... while waiting in there all the morning staff went on there break all came and sat in this  room about 7 or 8 of them maybe.... all eating and drinking while I was waiting for a bed havent eaten in 27hrs a lovely lady called Emily came and moved me to my bay where I sat in a chair and waited



We are reviewing our processes to reduce the amount of time patients are waiting for a bed.






You Said We Did

November 2021

Poor diabetes care staff don't understand.

We have recently appointed a Clinical Educator who will educate staff about diabetes.



You Said We Did

August 2021

The ward kitchen had only one sandwich type which I didnt like so I ended up with 4 slices of toast I didnt have a menu for following day due to fasting again from mid-night luckily it was 1730 when I got told I was not having surgery so I had 1 ham sandwich and had to go to a shop for some

We are making other food options available for when the ward kitchen runs out.




You Said We Did

October 2021

Staff was nice and polite but for me one thing was unacceptable: I was not informed what was sequentially given to me via drip, It was my first ever chemo cycle and I was not aware what i am  dealing with. I thought that 1st bottle was chemo, then 2nd sasche, but when nurse brought some ampoules and syringe I dared to ask what is it. Then another drip change and again. I Had to keep asking what they are but did not found out if i Had chemo already, turned out it was second From the last Pink coloured     liquid. I signed consent for Liposomal Doxorubicin and was told I will get one medicine (30mins) and antisi

Staff have been reminded in our huddles to ensure they are giving full explanations of every part of a patients treatment as they administer it.


I had a 3pm apt for a phesgo jab, i was treated at 5.50pm, whilst it was clear that the unit was very short staffed, the staff were under a great deal of pressure and were obviously stressed with the situation. There has to be a more efficient way of working.

Huge waiting times due to staff shortages. Very stressful when waiting for chemo and wondering whether there will be time to complete treatment that day. The staff were amazing once in treatment. BUT there were elderly and infirm left in the waiting room without the ability to get themselves drinks and many were hungry too. Catering is only available once sat in the ward and then because I was so late in it wasnt available at all. Im prepared for this now but maybe you should suggest bringing snacks/drinks in. There is juice/water on a table in the waiting room but some are in wheelchairs or use walking sticks.



  • We have applied for funding and await delivery of some pagers so that if the waiting time is long, patients can go off the unit and be paged when their treatment arrives, which should help  relieve the pressures of a full waiting area.
  • We have an information board in reception and endeavour to ensure it is accurate about current delays. I have reminded staff to ensure this is regularly updated.
  • Pre-assessment staff have been reminded that when they see new patients before they attend for treatment, that they explain there can   sometimes be delays, and because we are an out patient day unit, that if their appointment is over a meal time, they may be in the waiting room and would not be offered refreshments, so they may want to bring food and drink. They should also inform patients to please ask if they require refreshments when the nurse calls them through to the unit as we do stock a supply of  sandwiches.


Oncology Assessment Unit (JONA)

You Said We Did

September 2021

Treatment not on ward resulting in 1.5 hours delay in treatment.

Assessment for a frail person took over 1 hour to be seen after been called in an emergency at 8 o clock at night.



  • We have shared this feedback with the ward team and discussed the importance of good communication.
  • We have produced and displayed a poster in the Unit explaining the patient journey through the department and why there may be delays.
  • Because we are an assessment area, waiting times can be more unpredictable. There may also be delays depending on whether tests are needed and whether we need to order items from Pharmacy.



You Said We Did

April 2023

Good Care Noisy at night - Would have liked it to be quieter.


We  are educating staff on reducing noise at night.



You Said We Did
January 2023  

"Have the loop system for those with hearing aids. It's hard to hear the receptionist with the screens in place."

The loop system has been checked and new stickers placed. Screens have been removed. 

"Is it possible to have volunteers to talk to people?"

Now that we're over the worst of the pandemic, we have requested for volunteers to return as soon as possible.

"Find a way to make it easier for the hard of hearing who have trouble as a result of screens and masks."

We now have clear masks available for staff, so you can lip read if necessary.

"'Please include department full address & postcode on appt schedule for satnav reasons"

This is now included in all appointment letters.

September 2021

“I was .. told I would receive a letter with the rest of the times and dates. When I did not receive a letter I phoned and was told I would not       receive a letter and I would be given my letter on the first appointment.”








Usually patients only receive a letter on their first treatment. Staff will be reminded that no further letters are given. Reception staff will be asked to request more information when they get calls from patients.

The reason we do not routinely give out a full list of appointments is:

  • Because it reduces our flexibility to tweak them ensuring we are running efficiently (no 5 minute slots etc).
  • Due to the nature of the disease that we are treating things can change and the technique we use to treat that particular tumour may have to be modified.
  • This can sometimes result in patients moving from the machine they were originally booked onto to another machine, the new machines diary will inevitably be fully booked which necessitates us to move patients around sometimes to different times.

We will state that for a limited number of patients who the radiographers feel would benefit from a full list of appointments then they have the authority to do that. As long as they annotate correctly on the patients schedule.

June 2021

Would like to see picture posters around the hospital showing correct wearing of masks. Picture style showing √ right X wrong. No language barrier. Found this not happening in radiotherapy waiting area.

We now have picture posters showing exactly this.


Could you please supply one or two HIGHER chairs for people have a job getting up in the reception area.

We are currently pricing this up and will put a bid to Leeds Hospitals Charity in the hope of soon procuring several ‘higher’ chairs.


Telephone Clinics

Spinal Surgery Service

You Said We Did

March 2021

I couldnt answer when they called as I was on the phone to a client. They didnt try my mobile again and the number they rang from didnt accept outbound calls.



Staff in the Spinal Surgery Team have been helping out on wards and in ICU during the Covid pandemic. Some more resource has been directed to the team to help bridge the gap until their staff are released back to them. Further to this all patients are given their contact details so they can call and leave a message with the Spinal CNS Admin Team. This should hopefully allow patients to contact them as needed or if they miss their telephone appointment.


Vaccination Centres

Elland Road

You Said We Did

June 2021

Wait times too long - my vaccination was over an hour past my appointment time.


Security staff now request citizens to stay in cars until 5 minutes before appointment time. Stewards ask citizens to get record cards out and ready for when they go through to the pods. 

My appointment was at 13:30 however, I didn’t get my vaccination until 14:30. I had to queue for almost an hour. There were 2 queues - 1 for 1st vaccination and 1 for 2nd vaccination. This was not clear at all.




One queue lane now feeds 1 pod  therefore shortening the overall length of the queue.

We have introduced a member of staff at the entrance to triage, explaining which vaccine and answering questions ahead of pod.

Have set up an 'assessment booth' for anyone who requires additional support (needle phobic, further discussion with medic etc). Citizens escorted to the booth so time can be spent therefore maintaining the throughput in the pods.

Very well organised and helpful staff. Could put obvious clock in area when      waiting after jab as not everyone has a phone with them.

There are now clocks located in the recovery area of the centre and we have ordered more of these to place on walls so that they can be seen at a distance whilst sat waiting.

Only problem was hearing people, I am hearing impaired and lip read. Healthcare settings need to have some people with clear masks.

We have a supply of clear facemasks available so that citizens requiring lip reading can see through to enable this.

There are often Sign Language Interpreters on site however if these are not available we have Interpreter-On- Wheels that can also be used for this purpose.

Very well organised. If you could signpost toilets better at the start, that would have been appreciated.

Disabled access for toilets after the vaccination

We have made more toilet signs at the entrance of the centre and are now asking door staff to point out the toilets as citizens arrive.

If you require to use our toileting facilities after your vaccination please let a member of staff know who will happily show you where they are.

There is a disabled toilet for citizens, please ask a member of staff and they will be happy to show you where this is.

First rate service! Wonderful centre with caring helpful staff. Excellent CIC measures in place and very organised. Thank you and grateful for our wonderful NHS! One minor suggestion would be to make it clear on the appointment email/text that a pen is required. It would be preferable to have a clear system in place for disinfecting pens as this wasn’t clear at the consent station and might be a way of reducing exposure risk further.

Generally very good. Mild frustration at having to enter personal details on paper but it was no big deal. Staff, organisation was excellent.


We now are running a ‘paperless’ system with details being inputted directly online.
Therefore, also no pens required.






Halton Library Vaccination Centre

You Said We Did

My visit was brilliant, staff are very friendly and helpful. The clinic maybe only run at certain times, I think it should be advertised outside as I thought I was going to have to go further for my booster vaccine. Some people don’t have access to the internet. Just for public that are passing by if they know it’s available it might be more helpful and then some arrows or directions as to where the actual clinic part is in the building.







We have since produced the two posters which are now onsite for the public to easily see.

 2nd poster saying 'Grab a jab'. No appointment needed and times available at Halton Library.Poster on the protecting your family by having the Covid vaccine and how you can come with no appointment to Halton Library for the vaccine.