Meet the innovators: Improving waiting times
“We know how worrying it can be when you’re waiting,” said KCHFT Chief Executive, Mairead McCormick. "We are working hard to reduce waiting times so people can get the care they need sooner. There’s always more to do but helping people get back to everyday life as quickly as possible is important to us.”
In community paediatrics, a service which assesses, supports and manages the health and development of children, waiting times have been a challenge.
In 2024, children were waiting 12 to 18 months for a first appointment with the service. Now, the average waiting time has been reduced to about eight months.
“We've achieved a 36 per cent reduction in our total waiting list for first appointments,” said Pippa White, Head of Community Paediatrics. “We know families are still waiting but we’re doing everything we can to improve this even further.”
Behind the progress are some smart changes. Early appointments with a nurse to discuss support around behavioural problems have helped families be seen faster, while new doctors have joined the team to increase capacity. An online workshop has been introduced for families to help with behaviour management while they wait for their first appointment.
Appointments are now being planned more efficiently, with teachers working closely with clinicians through initiatives like This is Me, which helps children who may be neurodivergent by guiding schools on how best to support them. Families can also now access online support while they wait.
Pippa said: “We understand it hasn’t been easy. Children’s needs are becoming more complex and our teams are working under pressure but we are listening, learning and finding new ways to improve.”
"Sammy was thriving long before diagnosis"
Sammy Taylor, from Tunbridge Wells, joined the very first This Is Me pilot when he was five. Now aged 10, the long-term changes his family have seen are remarkable.
“We were struggling,” said mum Lauren, a CQC practice manager. “Sammy couldn’t regulate his emotions; every feeling came out as anger. Getting him to school was a fight. The school suspected he might be autistic and we joined the NHS waiting list. The This Is Me pilot came just in time, which meant the support was there immediately.”
The programme introduced the family to the Zones of Regulation, helping Sammy recognise his feelings.
“Now he can tell us what he needs,” Lauren explained. “We also changed how we spoke to him. Instead of saying ‘stop that,’ we use positive language. It sounds simple but it works.
“Sammy’s hypermobility was also noticed, which explained why writing was hard,” said dad Rob, a planning and technical team leader. “With sensory cushions and short bursts of work, school became less stressful. We copied everything at home – it made a huge difference. He is now calm, regulated and thriving academically.”
Teacher Ann Marie added: “This Is Me brings schools, parents and healthcare providers together early. It gives a full picture of the child and strategies that stay with them throughout school life.”
This Is Me is running in Maidstone and Tunbridge Wells and will be introduced in Swale and some Medway schools this year. In time, it will be introduced in all mainstream schools in Kent and Medway.
- To find out more about the programme, speak to your child’s school or visit www.kmhealthandcare.uk/this-is-me.
- Know a child who uses this service? We want to make sure their voice is heard in our plans for what’s next. We are looking for parents, carers and children to join our forum. Email your local team to register your interest.
Best foot forward for podiatry
Podiatry helps people stay mobile, manage pain and prevent serious complications such as infections, ulcers or even amputations. Back in 2021, our Podiatry Service was struggling to see 60 per cent of people within 12 weeks. Today, that figure is 96.5 per cent – exceeding the team’s target.
“To make this change, the team used data to spot where delays were happening and found that some patients didn’t realise they’d been referred, while others missed home visits because they hadn’t confirmed their appointment,” explained Head of Podiatry Simon Pendleton.
By making small changes like phoning people to confirm visits and replacing cancelled slots straight away, the team reduced missed appointments from more than five per cent to just over one per cent.
Simon continued: “Fewer wasted appointments means more people are seen sooner, which opened up more appointments to others.”
• Find out more about our podiatry service
