Local NHS Trust finishes runner-up in national patient experience awards

The NHS Trust that runs Exeter Community Hospital in Whipton and community health and social care services across the city finished runner-up at a national awards ceremony for its work to resolve complaints at the earliest possible stage.

The Northern Devon Healthcare NHS Trust was a finalist in the Patient Experience Network National Awards (PENNA), which took place at the Birmingham Repertory Theatre.

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.