Initiated in May 2019, Coffee Catch Ups are a part of the JointCare pathway – the ROH's innovative hip and knee replacement programme. We’ve now run 34 events and seen around 1,850 attendees (patients and a family member or carer). Alicia Stanton, Head of Service Improvement, reflects on these sessions and why they’re integral to service improvement at the ROH.
The JointCare programme is built on a ‘wellness model’ which means that NHS patients are treated in an environment which encourages them to move and improve, focussing on what they can do rather than what they can’t. A group dynamic is central to the pathway and making sure patients are fit and healthy before and after their surgery. Coffee Catch Ups are reunion sessions, where the service improvement and clinical teams can meet with patients, answer any questions, and gather feedback in an informal and relaxed setting. These events are organised to give patients the chance to provide detailed feedback on their whole patient experience, giving staff a valuable insight into what they do well, and perhaps even more importantly, what they could do better.
At these Coffee Catch Ups we hold informal, honest conversations with patients once they’ve had time to reflect on their full journey. At 3–5 months post-surgery, patients can look back on everything from their first contact with us through to recovery at home. It tells us so much more than a survey can, and shows the patients that we genuinely care about what they have to say.
They’re also invaluable for service improvement. The feedback we receive is constructive, detailed, and comes from real experience of the pathway — and is used directly to influence change. From small but meaningful improvements (like adding benches outside admissions), to larger developments such as enhancing patient information, refining our digital app, or developing the post-discharge DVT service — these sessions genuinely drive continuous improvement.
They bring clinical and non-clinical staff together with patients to remind us why we do what we do, building connection and pride in the service we deliver.
For patients, it also provides reassurance. They can ask questions, share experiences, and support each other. There’s a real sense of community, and it’s wonderful to see patients realise they’re not alone in their recovery and watch them build relationships.
A recent highlight for me was one patient on a table of seven. He was very positive and doing amazingly well in his recovery, and really keen to share his top tips with the other patients, and encourage them with their rehab. I love the peer support aspect. Often that can motivate them more than any staff can!
I also really enjoy putting a face to an improvement – when I’m working on a new pathway, improving a current one, or trying to solve a problem, I can remember a certain person from these events and why it would make a big difference to them. It humanises things, reminds you there’s a patient at the end of everything and acts as a motivator.
