Involving users in the development and evaluation of services is an indispensable way of ensuring quality healthcare provision (Help the Hospices, 2013). Our aim was to create a Service User Group that would become an important resource for the hospice and to try to identify the extra things that would make a difference for our patients’ experience.

Over the last 18 months our group has been pivotal in introducing the following new initiatives:

• Just in Case folders – Patients are now discharged home with a folder for district nurses that contains injectable medication, a prescription chart, advice on medication and a satisfaction survey.

• Personalising the bed space – patients asked for a way to personalise their bed space with photos and personal items. A magnetic board is now at each bedside for patients’ personal use.

• Patient Information Booklet – a detailed information booklet of who’s who and daily hospice life is now at each patient’s bedside, this has been written by the user group.

• Mugs – Our hospice mugs for patient and visitors were very plain; we now plan to introduce a variety of styles of mugs.

• A medication chart – is currently under development, to help patients to monitor their medication on discharge.

Our recommendations from working with this group are:

• Start small and build on this, even if you only have one service user their contribution can be invaluable

• The user group needs to be promoted locally via web page, Facebook, Twitter and the local press

• Create a lively useful agenda with speakers

• Ensure actions are taken forward and fed back at the next meeting

• Ensure the group remains in the forefront of colleagues’ minds as they create new leaflets or change their services.