Guiding Patients, Supporting Services: Pilot Learnings

Pilot Learnings: Guiding Patients, Supporting Services

• Can we support service users with better wayfinding for health and care services?
• Can we design the equivilant of an 'in flight safety manual' for NHS service navigation - how simplstic can we make this?
• How can we co-create, test and design a tool that has minimal words but maximum impact?
• Can we overcome literacy and health literacy barriers to better guide patients and support services?

Join us for the essential webinar, ‘Guiding patients, supporting services,’ on Thursday, 04 December 2025, where we will share the findings from NHS South East London’s guide to healthcare. This accessible, illustrated resource, which was piloted earlier this year and is due to be rolled out in January 2026, showed promising signs of impact in directing people to the right services including GP, pharmacy, UTC, and NHS 111 online. If your team is grappling with patient flow or your comms needs to demonstrate tangible results, learn how this HSJ award-shortlisted initiative is showing promise.

This is a focused look at the process of innovation, not a final solution. You will hear directly from a panel including creative behaviour change agency, Magpie, Humphrey Couchman (NHS South East London) and community collaborators about the co-design journey, which included extensive research, testing, and prototyping. We will present the pilot's emerging data including an increase in NHS App log-ins, early shifts in patient behaviour and indications of enhanced service navigation.

This webinar is your opportunity to understand the mechanics of a genuinely user-centric approach. We will openly discuss the signs of impact, the challenges, and the crucial learnings that have shaped the guide's next phase.

This event is being produced as part of Magpie's 'Turning Ideas into Impact: 16 years of creative behaviour change' event series.