Introducing our bold vision to transform patient care

At Great Ormond Hospital Street Charity, we know that exceptional care extends far beyond just medicine. It is about making every child and family feel supported and cared for throughout their journey at Great Ormond Street Hospital

That's why we are proud to announce the launch of our first-ever Patient and Family Experience Strategy, outlining our bold vision to transform the care journey for patients and families over the next five years.

"We want to ensure every patient is treated as a whole person," says Louise Parkes, Chief Executive of GOSH Charity, "recognising their individual skills, hobbies and developmental needs to help them experience the best childhood possible, despite being in hospital."

As part of this ambitious strategy, GOSH Charity will invest £40 million into enhancing the experience of patients and families at GOSH. This funding will build on previous investments and specific areas of focus are:

• Providing a “home away from home” for patients and families, including non-clinical spaces that are comfortable and homely and better food options that are affordable and accessible
• Providing fun and relief for patients, including entertainment on wards and in waiting areas, and opportunities for children and young people to game
• Helping families to cope, including supporting the mental wellbeing of parents and carers and providing them with opportunities to connect with others in a similar situation
• Treating every patient as a whole person, with a particular emphasis on teenagers and young people, empowering patients to advocate for themselves

Destiny-Rae's story

Born prematurely, Destiny-Rae was diagnosed with a condition that caused her kidneys to malfunction. She was transferred to GOSH for dialysis treatment and spent much of her childhood there.

While Destiny-Rae was in the hospital, support services funded by the charity had a huge impact on her experience. The Play team were a particular favourite and helped foster her budding artistic talent.

"Destiny-Rae loves the Play team, she has known them since birth." Mum, Maria, says. "Without them, she wouldn't have thrived as much as she has done."

Sadly, the stress of Destiny-Rae's treatment did lead to Maria losing her home. But with the help of the charity-funded GOSH social workers she was rehoused after spending two years living on the ward.

In March 2024, Destiny-Rae received a kidney transplant and we’re thrilled to share that she is now doing very well at home with check ups at GOSH.

The Patient and Family Experience Strategy aims to give more patients like Destiny-Rae these positive experiences in the hospital.

Putting patients and families first

This strategy was built with the voices of those who matter most - patients and their families. By working closely with families through the Patient and Family Experience Panel, GOSH Charity is ensuring that funding decisions reflect real needs and make a meaningful difference.

To ensure that every family has the best possible experience, we are committed to identifying and addressing the barriers they face. This means listening to patients and families, understanding their needs, and funding services that help them feel cared for, understood, and supported, no matter their background or circumstances.

"At the heart of all this is a simple truth: compassion and kindness. Patient experience isn’t just about systems or services, it’s about how people feel." Says Neelam Thapar, Patient and Family Experience Panel Member.

"When families feel supported, they feel more in control, less afraid and more hopeful. That’s what this strategy stands for – and that’s why I believe it’s so important."

To find out more, please read the full version of our 2025-2030 Patient and Family Experience Strategy.