18 March 2025

Willow Ward, CNWL’s mental health unit at the Campbell Centre in Milton Keynes, has been honoured with a national award for making significant improvement in patient care.

Healthwatch Milton Keynes, working closely with patients and staff on Willow Ward, won top recognition at the Healthwatch Impact Awards for helping bring about these positive changes.

Jo Rance, Head of Nursing for Mental Health Services, praised the partnership:

“We have truly loved working with Healthwatch at the Campbell Centre. Being able to get transparent, candid and instant feedback has been invaluable in our commitment to quality. We're on the right path, and seeing the impact we've already made gives us the motivation to keep going."

The awards celebrate projects that use patient feedback to improve healthcare. Competing against 17 other projects across England, Healthwatch Milton Keynes stood out for its dedication to amplifying the voices of vulnerable women and ensuring their concerns led to real, lasting improvements.

After a Care Quality Commission (CQC) inspection found problems with how staff and patients interacted on Willow Ward, Healthwatch Milton Keynes stepped in.

Over a year, they spent 170 hours talking to patients. Women shared that staff attitudes needed to improve, some used insensitive language, and at times, they felt unsafe. They also said there wasn’t enough support when being admitted or discharged, and they didn’t always feel treated as individuals.

Using this feedback, several key changes were made:

  • 80% of staff received training on trauma-informed care
  • A Peer Support Worker was introduced to help with the discharge process
  • New guidance was created to make ward rounds less overwhelming
  • Patients now have a one-page profile in their room to help staff understand their needs

These changes have helped build better relationships between staff and patients, making them feel safer, more supported, and less anxious about leaving the ward.

Maxine Taffetani, Chief Executive Officer of Healthwatch Milton Keynes, emphasised the importance of patient voices:

"We are incredibly proud to win this award, but the real credit goes to the women who trusted us with their experiences. Their honesty was instrumental in shaping our recommendations for change. We are also grateful to CNWL for being open to feedback and committed to making improvements."