Trust in line for national award
THE Northern Devon Healthcare NHS Trust has been shortlisted for a national award for its commitment to delivering excellent patient experience.
The Trust has been named as a finalist in the Patient Experience Network National Awards (PENNA) for its work to resolve complaints at the earliest possible stage.
Over the past two years the Trust has systematically changed the way it manages formal complaints.
The customer relations team now tries to verbally acknowledge every complaint at the outset, enabling an open discussion about the issues raised and a choice by the individual as to how they will be resolved.
Depending on the complainant’s preference, the specific issues will be addressed individually by letter or will inform the agenda for a local resolution meeting with relevant clinical and non-clinical staff.
Dr Alison Diamond, chief executive, said: “Resolving complaints swiftly and to the individual’s satisfaction is an important part of our commitment to delivering excellent patient experience.
“The new process we follow offers a more personalised, responsive and supportive service to complainants and has significantly improved the number of complaints that are resolved first time.
“A telephone discussion at the outset helps to ensure the issues are investigated and responded to in a proportionate way and in line with the complainant’s wishes.
“Local resolution meetings have also proved successful in enabling face-to-face discussions, improving relationships, resolving issues and reducing the potential for lengthy written exchanges that don’t reach a satisfactory conclusion.
“Staff at all levels of the organisation – including the customer relations team, service managers, clinical staff and Trust board – have really embraced the changes and are committed to working together to resolve issues at the earliest possible opportunity.
“An early resolution helps to improve satisfaction for complainants and staff.”
The PEN National Awards and Conference takes place at the Birmingham Repertory Theatre on Wednesday 11 March.
The Trust has been shortlisted in the ‘Strengthening the Foundation’ category, under the title of ‘Benefits of early resolution in the complaints process’.
An awards spokesman said: “The standard of entries was outstanding and the competition was intense.
“In what persists to be challenging times, it is both heart-warming and reassuring to hear of the great work that continues to happen across the UK.”
