At DHU Healthcare, our Volunteer Lay Patient Representatives ensure that patient voices are heard and contribute to improving healthcare services. Geoff Wain, a recent addition to the team, brings a wealth of experience from his career as a British Diplomat with the Foreign Office, having travelled extensively around the world.
Reflecting on his NHS experiences, Geoff says, “Having used the NHS many times over the years, I wanted to give something back by sharing my experiences with the Derbyshire Healthcare system. The aim is to make things better for everyone.”
As part of his role, Geoff and his fellow representatives meet virtually once a month to review performance statistics, scrutinise service outcomes, and discuss potential improvements. “We ask questions about specific cases, consider follow-ups, and reflect on how we can learn from each situation. No matter how good a system is, there’s always room for improvement, and I hope our work contributes to that.”
What stands out to him most is DHU’s commitment to thorough analysis and attention to detail. “Having attended a few meetings, I’ve been struck by the attention to detail. DHU really drills down into each case, making sure that all facts are gathered and followed up. It's impressive to see the effort that goes into learning from each case and improving patient care.”
“The unique perspective of Volunteer Representatives is invaluable. We’re not full-time healthcare professionals, so we can empathise with the people who provide feedback, both positive and negative, and add context based on our own experiences. Since we’ve been involved, we’ve seen a number of improvements to the system."
Finally, Geoff encourages others to take on the rewarding role of a Patient Representative: “I would highly recommend becoming a Patient Representative. It’s an incredibly rewarding role and it makes a real difference to the patient experience. It’s crucial that voices from all parts of the community are heard—this will provide better feedback and help improve care for everyone. The more voices, the better.”
If you’re interested in becoming a Volunteer Lay Patient Representative, please contact Judith Brown, Patient Involvement and Experience Manager, at DHU Healthcare, 2 Roundhouse Road, Derby, DE24 8JE, or via email at dhu.patient-experience@nhs.net.