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Award Winning Patient Experience Team

The Patient Experience Team at The Princess Alexandra Hospital NHS Trust won the 'Living the Values' award at the NHS East of England Leadership Recognition Awards 2016 on Thursday 24 November.

Patient Experience

Patient Experience

Photograph: (left to right) Shahid Khan - Director of Medical Education and Associate Medical Director, East and North Hertfordshire NHS Trust; Shahid Sardar - Associate Director Patient Engagement and Experience; Professor Nancy Fontaine - Deputy Chief Executive and Chief Nurse; Kerry Riches - Head of Patient Experience; Tammy Wood - Patient Experience Manager; Joanne Marchington - Patient Experience Officer; Jenny Harding - Patient Experience Officer; Estelle Patterson - Patient Experience Facilitator; and, Stuart Bloom - Chair, Herts Valleys CCG at Duxford Imperial War Museum. 

The team won the award based on their outstanding commitment to the values of the NHS, which includes: their passion for delivering an outstanding quality of care, commitment to patients and respect for colleagues and communities working together to improve the patient experience.

Kerry Riches, Head of Patient Experience, said: "I am completely over the moon. Being considered for this award would not be possible if we didn't have such an amazing team. It's because of their hard work and dedication that this has been possible. The team give so much, they truly deserve this."

Shahid Sardar, who nominated the team, said: "Every day, a group of extraordinary people across the organisation, from nurses and porters to midwives and kitchen staff put the patient at the heart of everything they do. This is a celebration of their contribution as well as that of the Patient Panel and Patient Experience Team."

Estelle Patterson and Jenny Harding of the Patient Advice and Liaison Service (PALS) are the first point of contact for patients whether by phone, email or in person. PALS were recognised for their Outstanding Team Contribution at the PAH Staff Awards in July this year.

Professor Nancy Fontaine, Chief Nurse and Deputy Chief Executive, said: "I am extremely proud of the Patient Experience Team. The patient's experience is our top priority. The team have worked so hard to make it the core of everything they do, and, as a result, we have seen a dramatic reduction in the number of complaints we receive from over 70-80 a month, to 17 - 35 a month, the biggest improvement in complaints services in England. Complaints are less than half of what they were, and we receive excellent feedback from the Complaints Ombudsman about the quality of our process.

"We are dedicated to bringing the patient voice to PAH and ensuring patient stories are heard and lead to real improvement. This was acknowledged by The CQC regulators as we received 'good' across the board for caring, and all our staff always put the patient first."

The Patient Experience Team were not the only members of staff at the Princess Alexandra Hospital to be nominated for an NHS East of England Leadership Recognition Award. Martin Smith, Head of Training, was also in the running for the Leading and Developing People Award.

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