Introducing a NHS patient-led innovation programme
Guy’s and St. Thomas’ NHS Foundation Trust partnered with Unboxed to launch a patient-led innovation programme, uncovering over 20 opportunities to improve care. By engaging patients and streamlining processes, the initiative introduced impactful solutions like a remote monitoring service for rheumatoid arthritis, driving more efficient, patien focused care delivery.
What we did
Discovering and validating
Prototyping and iterating
Building in-house digital capabilities
50+
Patients interviewed
20
New digital and non-digital opportunities identified
The challenge
Transforming Healthcare Delivery: A collaborative approach
Guy’s and St. Thomas’ NHS Foundation Trust, one of the UK’s largest providers of specialised care with over 2 million annual patient contacts, faced a pressing challenge: improving service efficiency while managing increasing demand. To meet these challenges head on, the Trust partnered with Unboxed to develop a patient led innovation programme that would reimagine how care is delivered and establish a sustainable framework for digital transformation.
Starting small, thinking big
The programme began with three exemplar departments: Children’s Allergy, Rheumatology, and Dermatology. By engaging with patients directly, we uncovered pain points in current services. These included inefficiencies in referral processes and wasted resources, as well as gaps in preparing patients for their first appointments — an area ripe for transformation.
"Working with Unboxed is a huge opportunity to rethink the way we deliver services more efficiently." — Dr. Toby Garrood, Consultant Rheumatologist
A user-centred approach
Through direct patient interviews and observations, we identified that unclear expectations and limited access to GP notes were hindering the effectiveness of first appointments. A user-centered exploration uncovered opportunities to gather vital patient information upfront, ensuring appointments are more focused and impactful.
This approach wasn’t just about improving processes but creating an empathetic connection between patients and clinicians. As Dr. Garrood observed:
“Sitting in the waiting room and speaking with patients face-to-face revealed insights we’d never capture through a feedback form.”
Driving engagement and sustainable Innovation
Beyond individual departments, the programme has fostered greater engagement across patients, staff, and stakeholders, laying the groundwork for sustainable innovation within the Trust.
60%
Completion rate of face-to-face surveys
5
Departments engaged in the programme
One notable outcome is the prioritisation of a remote monitoring digital service for rheumatoid arthritis patients, successfully launched in South London. This service allows patients to monitor their condition from home, reducing clinic visits while improving outcomes.
Reflecting on success
The patient-led innovation programme has catalysed a cultural shift at Guy’s and St. Thomas’, inspiring a future where patient voices drive care delivery improvements.
In Dr. Garrood’s Words:
“We’ve identified the root of many issues: the wrong information at the wrong time. Engaging patients earlier in the referral process is a simple but transformative change. Working with Unboxed, we’re doing things differently — we’re putting our patients first.”
This programme is more than a collection of initiatives. It’s a movement toward a more efficient, patient centred NHS. With the success of these early efforts, Guy’s and St. Thomas’ NHS Foundation Trust is positioned to lead the way in sustainable healthcare innovation.
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