When their team won the Management Team of the Year national award, patients from Spire Cheshire Hospital (formerly BUPA North Cheshire Hospital), at Stretton, Warrington, were delighted.
The patients had nominated their hospital to go forward as one of eight finalists out of nearly 1,000 for an ‘Oscar’ in customer care, awarded at a gala awards ceremony in London on 18 September 2007.
The national Customer Service Awards 2007 promote excellence, best practice and innovation in customer service, and acknowledge organisations striving to improve performance. Don Hales, chairman of the judges, dubbed the Spire Cheshire Hospital team as ‘truly deserving a place amongst the elite in UK customer service.’
Michelle Hey, from sponsor First Direct, who presented the award said; “The satisfaction levels they achieve speak for themselves in a highly competitive, people-oriented sector. Their achievements are second to none.”
In a recent patient satisfaction survey, Spire Cheshire Hospital topped all Spire Healthcare hospitals nationwide, with 93% of patients rating the service as excellent. Mrs Collette Dedman of Warrington, who has recently undergone major surgery at the hospital said: “I was so glad they got the top prize. They really deserve it. It’s so rare to hear such good news on how hospitals look after their patients so well.”
General Manager, Alison da Silva, who leads the hospital’s 12-strong management team, said “The team was surprised and delighted to receive the award – and feels inspired by the support from our patients. With patients now having more power to choose their healthcare provider, and expectations rising, the importance of customer service has never been greater.”
Sian Chandler, Matron and Head of Clinical Services, said: “We were up against tough competition from all over Britain – not just in the area of healthcare. Our patients are unique customers unlike other sectors. Day to day, our staff is hugely rewarded by the difference they can make to patients’ lives and now we have had this recognised nationally.”
