35 years of excellent customer service recognised

04 May 2018

35 years of recognised excellent customer service – Spire Harpenden shortlisted for Hertfordshire Chamber of Commerce Award.

We are very proud to announce that Spire Harpenden Hospital has been shortlisted for the Excellence in Customer Service Award 2018. We have treated thousands of satisfied patients since we opened our doors 35 years ago, and are very excited to be recognised for such an award.

Providing high quality patient care is our top priority, with constant reinvestment in a wide range of services and treatments at each stage of the care pathway: from initial GP referral, consultation, diagnosis and treatment, to recovery and rehabilitation. We specialise in a wide range of therapy areas including: oncology, orthopaedics, gynaecology, physiotherapy and imaging.

If you choose to self-pay for treatment, simply fill in an enquiry form online and you will be contacted by one of our friendly advisors. We want to understand our patient’s requirements with a view to pairing them with the most suitable specialist consultant. Our advisors discuss our patient’s bespoke package in detail, outlining the treatment and relevant costs associated. This personal approach means that patients are genuinely at the heart of what we do, and each patient is talked through their treatment plan, followed by a letter confirming the appointment, price and general hospital information. This bespoke personal appointment system is one of the reasons we have been shortlisted for the Excellence in Customer Service Awards 2018.

Spire Harpenden Hospital works hard to continue investing in the hospital, equipment and staff, so that patients receive excellent care. With free car parking, translation services and food prepared daily on site, we believe it’s these small details which makes all the difference to patients. We even have a member of staff dedicated specifically to collect and action patient feedback, so you always know that your feedback has been listened to. In addition we have various ‘you said, we did’ examples, showing how we act upon this patient feedback to better individual’s experiences. For example one patient said “I would like a prayer room to practise my faith”, so we introduced a designated prayer room for patients and staff, including religious books and a prayer matt. Another example involved a patient stating “sometimes in the room, it gets a little lonely”, therefore we have five volunteers, most of whom have been patients previously at Spire, who visit the wards and spread positivity, support and keep patients company. The volunteers bring patients any beverages or magazines and look after any visitors. This is particularly important especially for those patients who don’t have any visitors during their stay.

Additionally, our oncology ward, Heartwood, received an ‘Excellent’ Macmillan Quality Environment Mark. We received a level 5, the highest level, in each individual domain: design and use of space, the user’s journey, service experience and the user’s voice. We are very proud to have such wonderful care for all patients.

As well as being shortlisted for our own award, we are also pleased to sponsor the Community Champion Award 2018. We believe that care starts with the local community, and our staff all live by our Spire vales which are centred around patient care:

  • Caring is our passion
  • Succeeding and celebrating together
  • Driving clinical excellence
  • Doing the right thing
  • Delivering on our promises
  • Keeping it simple

The nominees for the Community Champion Award 2018 are absolutely fantastic, and we cannot wait to present the award to the well-deserved winner.

The ‘Inspiring Hertfordshire’ Awards were launched in 2012 to focus on and celebrate the expertise, achievements and outstanding contribution that businesses and individuals continually make to the growth of Hertfordshire.

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