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Outpatient Improvement Programme


How did it come to be?

Over the last 12 months, we've done huge amounts of research in outpatients. Some have been studies calculating waiting times while other research has been discussion based with staff and patients.  The other useful variation in the research is that some focusses on what should work better whereas other research focusses on what has worked better, so we know what needs improving further and what has already been proven to work well and should be maintained longer term.

Click here to watch a video of patient and staff interviews that have shaped the Outpatient Improvement Programme


Listening Case Study: Patient Listening Events + Experience Based Design

Patients and carers who have used, or are currently using, services at Manchester Royal Eye Hospital are invited to attend an informal gathering organised by Claire Davies, our Patient Experience and Quality Lead. It is a great opportunity to discuss items such as; how we communicate with our patients and carers, way finding and signage, methods of appointment notification. There is also a 'free-style' discussion for general feedback. We held Patient Listening Events in  October 2014 and most recently in September 2015. In February 2016, we also held an Experience Based Design event, with over 100 patients and staff co-designing services with specific focus on patient letters, communication channels, waiting times during clinic and more. The main objective of these events is to provide an opportunity for patients, carers and staff to recommend developments to help improve the experience.

EBD Event

Listening Case Study: Outpatient Standards

The Outpatient Standards were developed by the 'Consultants for Change' group, a team of seven consultants from across all the Central Manchester Hospitals. Manchester Royal Eye Hospital is proudly adopting these standards with support and much appreciated guidance from the Transformation Team.

These standards are supported through an operational policy and Manchester Royal Eye Hospital has assessed performance against these in June 2015 and January 2016.

Click here for more information on the Outpatient Standards


The Outpatient Improvement Programme

Through our research, we've identified over 30 different projects. We've then put these projects into 5 distinct groups. In each group the projects are similar or dependent on one another.

To ensure each project is progressed as quickly and safely as possible, five 'Working Groups' will be formed, each consisting of staff from all disciplines, and patients if they would like to co-produce services. These groups are illustrated below.

This is an incredibly ambitious agenda, sure to test what we are capable of. Therefore, it is imperative an overarching Board monitors the five Working Groups to keep the project work on track and supported. The Board will consist of a small multi-disciplinary team.

Each Working Group has the opportunity to revolutionise a part of the outpatient journey, from the time the patient is first referred by their GP or optician, right up until leaving after their final appointment.


Our Outpatient Improvement Programme will be the first in the hospital to offer patients the option of joining as a professional. So many patients have so warmly provided feedback and had such great ideas it made sense for patients to work alongside staff on a regular basis.


The Outpatient Improvement Programme working groups consist of the following working groups.


Health Records The purpose of this working group is to ensure that when patients attend clinic, their clinician (and his/her team) has access to all the relevant medical information they need to conduct a complete and comprehensive discussion. Clinicians will have sufficient information about their patient's history to be confident in their proposals for treatment

Patient Access

2 - Patient Access

The purpose of this working group is to dramatically extend the ability for patents to contact the hospital to find answers to their questions. The focus of the team will be to ensure patients have a large choice of methods to contact the hospital, while also providing a speedy and accurate response

Patient Flow and Expectations

3 - Patient Flow and Expectations

The purpose of this working group is two-fold. Firstly, we want to ensure patients are empowered to understand the specific activities they will be asked to participate in during their appointment, how long they would be here and what their appointment will achieve for them. This will be known before the appointment. In addition to and in tandem with this, the working group will investigate and deliver changes which improve efficiency during appointments which have multiple stops, reducing the waiting times between each step and ensuring patients are always aware of any waiting times.

Specialist Customer Care

4 - Specialist Customer Care


The purpose of this working group is to capitalise on and enrich those elements patients say we excel in already, that being fantastic staff who are caring, considerate and compassionate with patients
Clinic H Re-Design The purpose of this working group is to conclude staff and patient consultation on changes to the physical environment in Clinic H to provide additional clinical rooms/space and enhanced patient comfort. Based on this consultation exercise, a plan for implementing those changes will be developed and managed to completion, with minimal impact on clinical activities


How Do I Get Involved?

The Outpatient Improvement Programme Board welcomes expressions of interest from any patient or member of the public who would like to join a working group.

Each working group will be tasked with a small number of important projects to improve patient and staff experience, while improving productivity and efficiency.

As a member of the programme you will be asked:

  • To be open to changes in the hospital that improve patient and staff experience
  • To commit to attend team meetings with fellow Working Group members
  • To be outspoken with your ideas to make improvements in outpatients and to share these openly and politely
  • To advocate your teams work with fellow patients
  • To undertake tasks that contribute to the Working Groups objectives, eg research, audit, testing as delegated by the Working Group Lead
  • To listen to colleagues (both staff and other patients) in your group and work together as a team to make changes work well

To submit your Expression of Interest, email Glyn Wood or write to:

Glyn Wood - Business Development Manager and Transformation Lead

4th Floor Management Offices, Manchester Royal Eye Hospital

Oxford Road


M13 9WL


For More Information

The Outpatient Improvement Programme brochure gives tonnes of detail.


You can also contact to Glyn Wood with any queries or ideas.