Healthwatch & University Hospitals Sussex shortlisted for a national award

The UK Customer Satisfaction Awards recognise organisations and individuals that have implemented successful customer service strategies. Organisations from across the UK can enter and are then judged by industry experts, business leaders and academics.

The awards are led by The Institute of Customer Service who are the UK's independent professional customer service body. Considered the UK's most prestigious customer service awards, they celebrate excellence across sectors with categories ranging from employee engagement to sustainability. 

The reward recognises the introduction of reception mystery shops by University Hospitals Trust (UHSx) which stem from findings we made in October 2021, in our report "Putting Good Communications with patients at the heart of service change”. We recommended that the Trust create a Communications Charter. The Trust has since incorporated our idea into their ‘Welcome Standards’ so that patients, their families or carers will receive the best welcome possible. 

Healthwatch is now conducting a series of Mystery Shops to reception areas across the UHSx site to monitor how well staff are implementing these new standards. We have already carried out four visits to the Louisa Martindale Royal Alexandra buildings.

Alan Boyd, Chief Executive at Healthwatch Brighton & Hove, said: “We’re pleased to have been able to work with University Hospitals Sussex on the Welcome Standards programme to bring the patient voice into the development of the standards, and the patient perspective into reviewing how the standards are met. By working together we’re helping to improve the patient experience at that all important first contact at hospital receptions.”

You can read a news story by University Hospitals Sussex by clicking here

Watch the Welcome Standards Video Story below.