Sometimes, making a big difference starts with spotting the small things.
That was exactly the case when the Young People charity visited several University Hospitals Birmingham (UHB) Trust sites to assess how patients navigate them.
The verdict? While our services are top-notch, the journey to get there wasn’t always as smooth as it could be, especially for those who need a little extra help along the way.
Why We Stepped In
Healthcare isn’t just about what happens in the consultation room. From the moment a patient arrives, whether by car, on foot, or in a wheelchair, their experience shapes how supported and cared-for they feel.
So, we teamed up with UHB Trust to ask one big question: how can we make these journeys easier, friendlier, and more accessible for everyone?
The plan:
- Spend time on-site, seeing the patient experience first-hand
- Listen closely through surveys and workshops
- Spot the pain points, the quick wins, and the longer-term fixes
- Work together on changes that benefit patients and staff alike
Two Sites, Same Challenge
We focused on two community sites, Northbrooke and Grove Rd, each with its own quirks, but facing a familiar theme: accessibility was holding patients back from a stress-free visit.
Northbrooke Health Centre, Solihull
Think partially refurbished charm, a mix of adult and children’s physio, and… a few hurdles:
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Confusing check-in: Shared spaces and self-service kiosks had some patients scratching their heads.
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Limited parking & waiting areas: Just 5–6 seats meant queues felt cramped.
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Tricky wayfinding: Poor signage and facilities that didn’t fully meet disabled patients’ needs.
Grove Road Clinic, Solihull
Busy, multi-service, and full of potential, but not without roadblocks:
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Narrow pathways & unclear signs: Making navigation tough, especially for elderly or disabled visitors.
- Parking puzzles: Congested spaces and less-than-ideal wheelchair access for key services.
- Underused areas: Some spaces sitting idle while others (hello, reception) were bursting at the seams.
Small Changes, Big Wins
Working together, we identified improvements that may seem small on paper but will have a huge impact in real life, from clearer signage and better parking flow to more welcoming waiting areas.
These changes aren’t just for patients; they’ll help staff deliver care more smoothly too.
Why this matters
Accessibility isn’t an optional extra, it’s the foundation of a great patient experience. By addressing barriers early, we’re living our values, making healthcare environments easier to navigate, and ensuring that everyone can access the care they need with dignity and ease.
As one UHB leader put it:
“Making some small changes will make a big difference to a patient’s journey, and support our staff in the delivery of care.”
And that’s exactly the kind of journey we’re here for.
