Lexi’s Letter - a powerful study of the patient voice that brought tears to our eyes in the design studio

“Dear healthcare professional, when you spend time with me, please remember, tell me what job you do and why you are in my room, even if you have a badge or you have been in before…

“I have had many experiences in hospital over many years, some positive, some scary, some painful. All of these experiences are with me now. Don’t talk to others in the room without including me… Please remember, things which are normal for you might be strange or scary for me...

“Hospitals are loud, scary, bright, stuffy, clinical and strange places. You go home and have a break from it. I’m surrounded by it all the time, day and night…”

These extracts are from ‘Lexi’s Letter’ – a Touch-produced animation where a brave yet worried young teenager lets those charged with looking after her, know how she would like to be cared for. They are her words, particular to her situation, but they also speak for many other people, young and old, undergoing care and treatment in hospital. 

In hospital, we can feel vulnerable, afraid, concerned, we can feel many emotions. Lexi speaks for so many people in providing the patient voice to this experience, unique to her, but resonant for others.

Lexi worked with Touch Design as creative director for this eloquent and powerful animation until her death (aged 14) in September 2025, after which Lexi’s parents, Andy and Liz saw through the project on her behalf. The letter is read by her sister Ella. 

Lexi’s Letter was first shared with Newcastle Hospitals NHS Foundation Trust and their initial encouragement and feedback prompted Lexi’s plan to create something which would make hospital treatment better for all young people. Colleagues at the Trust are intending to use the video and poster as training resources for clinicians and also hoping to create a children’s book using the words.

Please get in touch if you would like to use the animation and poster, created as a patient experience development resource, to help inspire positive change for patients. Organisations may wish to create different formats for Lexi’s words, but please do not change Lexi’s words or attribute them to anyone else. We would love to know how you use Lexi’s Letter within your organisation and any feedback on its impact.

Please use the hashtag #LexisLetter on any social media platforms.