We used an innovative peer-to-peer review model to address variations in long COVID service delivery across the Midlands, promoting shared learning, improving care quality, and earning national recognition for advancing patient-centred care.

Background


The long COVID peer review programme, commissioned by NHS England, was designed to address variations in service delivery, drive continuous improvement, and create a platform for healthcare professionals to share knowledge and experiences. Developed by the Strategy Unit, this evidence-based programme initially underwent a successful pilot phase involving three integrated care boards (ICBs) across the Midlands. Based on overwhelmingly positive feedback, the programme was expanded and delivered by the Nursing Urgent Care team across all 11 ICBs in the region, further supporting collaboration and enhancing quality in long COVID care services.

Action


The team facilitated reviews using a “daisy chain model,” where long COVID subject matter experts from different ICBs reviewed services outside their own areas. This process allowed for fresh perspectives and shared learning across the region. Each panel also included a lived experience partner, ensuring patient insights were embedded throughout the review.

Peer reviews were conducted virtually over one to two days, incorporating self-assessments, service presentations, observations of multidisciplinary team meetings, and interviews with both patients and clinical staff. Immediate feedback was provided to each provider, followed by a structured report for ICBs to drive improvements. The programme concluded with a regional learning event to share key findings and celebrate successes.

Impact


The peer review programme identified significant variations in long COVID care, highlighting shared challenges, best practices, and patient insights to inform service improvement. The structured feedback and reports empowered ICBs and providers to make practical changes, improving care quality and consistency across the region.

To further amplify its impact, the programme culminated in a regional learning event, uniting healthcare professionals to exchange ideas and celebrate achievements. The initiative was recognised as a finalist for the 2024 Patient Experience National Awards, reflecting its success in advancing patient-centred care.

Feedback

“Rachael did an exceptional job in delivering the peer review programme for Midlands long COVID Services. Her dedication and expertise were evident throughout the project, ensuring everything was completed to a high standard and all relevant stakeholders were involved. We are extremely satisfied with the work and highly recommend ML’s services.”
Alice Twitchin, Senior Programme Manager, NHS England

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