Creating an inclusive waiting area for neurodiverse patients
Maddie, a Receptionist at St James Clinic, was recognised for her dedication to improving both patient and staff experiences. She has gone above and beyond by researching and developing an inclusive waiting area to ensure a more comfortable and welcoming space for individuals with neurodevelopmental conditions.
Julie Friend, who nominated Maddie for a STAR recognition badge, shared:
"I truly feel that Maddie is so deserving of this honour. She constantly shows compassion, dignity, and integrity - all of this with a welcoming smile. You could not get a better first impression of the trust and all we stand for."
Maddie's motivation for this project was deeply personal, drawing on her own experiences growing up with ADHD and insights gained from The Oliver McGowan Mandatory Training. She recognised that the current waiting area did not provide a calm, sensory-friendly environment for neurodiverse patients, which can make clinical visits overwhelming.
Determined to create a space where young patients feel at ease, Maddie worked closely with colleagues to run surveys that helped determine what to include , allowing Neurodevelopmental Servic e patients and their families to share their ideas for the new waiting area. The feedback gathered will help shape improvements such as:
- More comfortable seating
- Better lighting
- Soothing wall colours
- Sensory-friendly décor
Maddie shared her excitement for the project:
"The plans for our new Inclusive Waiting Area are underway for St James Clinic! The positive responses I've seen so far have been so lovely. This is something that will make such a difference in these young people's experiences here. We are lucky to have had so much support from the Quality Team, Neurodevelopmental Servic e team, Paediatric team, and Estates to help turn this idea into a full project. I truly can't wait to see the finished product!"
With support from all the teams involved , this vision is well on its way to becoming a reality. Maddie's dedication exemplifies how small changes can have a big impact on patient experience.
We look forward to seeing the completion of this project and the positive difference it will make for neurodiverse patients at St James Clinic.