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iCope star highly commended as Patient Champion

Lucy Wilson-Shaw

27 November 2015

Dr Lucy Wilson-Shaw was highly commended as a Patient Champion at the NHS Leadership Recognition Awards.            

She joined Camden and Islington NHS Foundation Trust (C&I) in 2006 as a Trainee Clinical Psychologist. After completing her training she joined our IAPT (Improving Access to Psychological Therapies) division, locally branded as iCope, and is now a team manager in the service.

Her work demonstrates her commitment to delivering high quality care to service users. Lucy ensures that there are multiple ways they can provide feedback about the care they received during their time with iCope which provides talking therapies for conditions like depression, anxiety, phobias, stress and more.

She explained: “I am delighted to have been nominated for this award! Our service users are, and should be, at the heart of everything we do. I hope our initiatives reflect this.

“We have a Service User Advisory Group run by service managers for those who have completed therapy with iCope.  The group allows the views, voices and feedback of the people who use our service to be heard in order to make real, sustainable changes to improve the service.

“Also, I’ve been working on finding a committed group of service users who have completed training with the Trust to be part of iCope’s recruitment interview panels. It means our new starters will be aware of our priority and ethos from the offset.

”I’m not alone in always trying to improve the work we do - I have a wonderful team who constantly bring ideas to the table to help us do this.”

Her efforts haven’t gone unnoticed by her colleagues.

Her nomination read: “By building up and maintaining a dedicated and enthusiastic advisory group of ex-service users who are strong and vocal in their opinions and play an important role in service development and improving patient care, Lucy has ensured that meaningful service user involvement will remain at the centre of iCope.”

That’s not all. iCope ask all patients to complete Patient Experience Questionnaires at the end of treatment, alternatively they can give feedback anonymously online. The team have also designed a monthly poster which is displayed in waiting areas, it shows the feedback received and consequent actions. We believe this will act as further encouragement to service users to provide both positive and negative feedback.

The team are also working on breaking down the stigma surrounding mental health. They’ve had patients be representatives in research trials, play an active part in iCope team away days, help with training for NHS Graduate Trainees, become involved in local projects such as Mental Health Champions and talk at iCope groups.   Lucy has been central to this and regularly invites service users to attend community events with clinicians to promote the service and talk to the public about their experience of getting help through iCope.

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