Case Study: Gateshead Health NHS Foundation Trust improves patient experience with NHS Employers

Gateshead Health NHS Foundation Trust - Customer Case Study

Gateshead Health NHS Foundation Trust worked with NHS Employers to strengthen staff engagement and improve patient experience across its acute hospital and community services. Following organisational change and CQC concerns in some mental health services, the trust needed a better way to involve staff, hear their feedback, and turn insight into practical action.

NHS Employers’ case study highlights how Gateshead used staff and patient survey results, the Friends and Family Test, and structured engagement activities such as workshops, one-to-one interviews, and team planning sessions to focus on key issues over time. The trust also introduced initiatives around management development, wellbeing, values, and partnership working, helping drive an overall NHS Staff Survey engagement score of 3.91 versus 3.78 for similar trusts, with above-average results in 28 of 32 key findings.

Gateshead Health NHS Foundation Trust