Driving up patient experience in Herts

Staff with patient on stretcher at accident and emergency

We’re saying well done to the north east Herts team this month, who are celebrating a massive reduction in complaints over the last year.

Twelve months ago the team were receiving, on average, 27 complaints  a month - with the biggest issue being staff attitude. The team put together a plan to tackle the complaints and improve the patient experience, and part of this was to bring in ‘customer service training’ to help look at our service from the patient’s experience. Thanks to this work, the team is now only seeing on average one complaint a month.

Darren Meads, Senior Locality Manager for north east Herts, said: “I am so delighted with these results which are totally due to the hard work our staff and managers. We are working really hard to improve our service, especially on recruiting more patient facing staff locally, but this shows the real positive differences we can make to our patients every day.”

Rob Ashford, acting Director of Service Delivery, said: “This is a fantastic achievement and congratulations to the whole team on making such a difference, improving patient care, and the experience they have when they call on our services.

“We will be looking at how we can learn from this success and take this best practice for the benefit of all our staff and patients across the region.”

Published 24th February, 2016

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