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Better Outpatients: what next? 18/05/2010

We’ve reached the ‘official’ end of BOSOP and patients and staff have worked together to design numerous improvements to the service (not least, fixing Sandra’s sign).

So, what happens next?

Firstly we’ve written a full report on the project for the Primary Care Trust (PCT). And now we’re presenting the project and its findings and proposals at various events.

So far, we have presented to:

  • The Royal College of Nursing Research Conference;
  • The Evidence Based Council;
  • Colleagues in the Art & Design Research Centre at Sheffield Hallam University;

NHS partners from across South Yorkshire (CLAHRC-SY).

And we are going to be presenting to:

  • National Institute for Health Research Service Delivery and Organisation (NIHR SDO) Delivering Better Health Services conference in June;
  • The Sheffield Teaching Hospitals (STH) Sharing Good Practice Forum in July; and
  • Upcoming conferences both in the UK and abroad.

We have produced a CD-ROM of resources for the hospital to use and adapt to improve the Outpatients service (such as a new appointment letter). We are also meeting people to discuss specific proposals, including:

  • Presenting our ideas for new signage and maps to the STH Way Finding project group; and
  • Discussing our ideas for drop-off, parking and pedestrian access on A Road with STH Estates.
Dead Earnest logo

The BOSOP work is also continuing in other areas:

  • We have commissioned theatre company Dead Earnest to deliver an applied theatre event, drawing on what patients and staff have shared in the project, to help staff talk about and improve customer care;
  • We have seconded two nurse lecturers to work with patients and staff in nursing and residential care homes and the Muslim community to understand their experiences of using the Outpatients service;
  • The Enhancing the Healing Environment project will be redesigning the area inside the Outpatient’s building main entrance, and our findings and proposals on dropping off vulnerable people, waiting, and getting help and information will contribute to this project; and
  • We will be listening to the experiences of patients and staff who have been involved throughout the project to learn how we could do Experience Based Design (EBD) better and then share it with others who use the approach.

Finally we will be discussing the project, the improvements we have made and those we propose are needed at an event in September 2010 for the Primary Care Trust, STH managers and staff, and other interested organisations.

The resources mentioned above will be available in our download area.

If you’d like to hear more about what happens next send an email to and we’ll add you to our mailing list.

Project updates

BOSOP poster presented at the Professional Services Quality Initiative event
The poster looks at the experiences of 'seldom heard' older people when accessing Medical Outpatients.

Final BOSOP management meeting
This group met to hear about experiences of using outpatients from older people in Sheffield's Pakistani community and older people living in care homes (and their carers).

Better Outpatients: DVD launch
The BOSOP corporate event celebrated the end of the project and launched the 'Outpatients; older peoples stories' DVD.

Better Outpatients: what next?
As BOSOP reaches it's 'official' end here's a brief look at what we've acheived and what happens next.

Better Outpatients: the story so far...
The BOSOP project is now well underway. Here we introduce you to the project and tell you the story so far.

Project downloads

Short Paper at the Participatory Design Conference 2010
UCHD will be presenting a short paper at the Participatory Design Conference 2010 in Sydney.

Journal paper: Design-Led Service Improvement for Older People
UCHD have had a paper published in the Australasian Medical Journal (AMJ).

'A' Road Proposal
A proposal for 'A' Road layout at the Royal Hallamshire Hospital, Sheffield to improve patient experience.

New appointment letter
New appointment letter designed by patients and staff.