The L&D Hospital has won a national award for the work of the new patient Experience Call Centre which listens to patients and acts on their feedback.
The L&D is thought to be the first hospital in the country to establish such a centre which asks patients for their views about the hospital care they have received. Every in-patient is called within 48-72 hours of them going home.
The Patient Experience Centre was launched in July 2012 in order to listen to patients and learn from them and it is sited at the main entrance to the hospital where patients and visitors can drop in to talk to staff.
It includes a Patient Experience call centre where clinical staff, including consultants and nurses as well as senior managers, help to make calls. Pauline Philip, chief executive, said: “The data we gather is analysed and actioned - so not only do we listen, but we act and involve clinical staff in the listening process and in changes which aim to improve patient care. In response to patient views we have launched a Hand Hygiene in Partnership campaign and a number of other initiatives and changes.
“We are fully committed to listening to what our patients have to say and I am proud of the hard work of staff.”