Lead Specialist Nurse Denise Locklin talks about Bedfordshire Continence Service achieving the platinum standard through the Service User-Led Accreditation Programme.

What changes has the service made through the programme?

When we started this process in March 2023, we looked at the standards of evidence required as a team. It helped us focus on the gaps we had in our patient information leaflets on different aspects of both bladder and bowel dysfunction. From this we then researched the current evidence, looked at the current information we had and created several patient information leaflets as well as treatment pathways for the team to use.

As we developed these we involved and worked closely with our People Participation Lead Kamila Naseova and her wonderful team of service users who reviewed all our leaflets and made suggestions which we then took on board. Once fully agreed they then went through quality assurance group (QAG) for ratification.

Why is it important to involve service users in helping the NHS improve care?

Without the expertise of service users we would not know if our information was meeting their needs. They helped us learn whether it had the right look, if it is easy to understand, if the terminology is appropriate, if it looks visually appealing and if service users would want to read it.

What was the biggest thing your service has learned by taking part?

By going through the process we had a greater understanding of the positive impact we can have on the patient experience in accessing our treatments and expertise, including how important it is to share new information with patients for continuity of care. As a service we have always worked closely with service users for developing and recruiting to our service. This process reaffirmed to us the importance of this to be maintained.

What was the response of the team when told they had achieved platinum?

When it was announced we had achieved platinum we were so proud. It is recognition for the care, hard work and commitment of every team member to the patients on our caseload.