10 April 2019
Excellence in Customer Commitment
Following our 36 years’ experience of dedicated customer care, we have been recognised through being finalists for the second year running for a customer service 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, imaging and many more.
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.
Education in Employment
Here at Spire Harpenden Hospital we focus on supporting many different sectors within the local community, not just our patients. We ensure that the patient journey is as smooth as possible, whether this is from a self-funding point of view, or through insurance. A key part of this is providing all referrers (healthcare professionals) with education and the latest updates of specialities so that they’re able to refer patients to the correct consultant and together we can help patients get better, quicker. We hold regular education meetings with the local GP and healthcare community to suit them. Whether this is lunchtime educations, where we take a consultant to a practice and a pharmaceutical rep provides the lunch, they then have an hour’s education with their chosen consultant/subject. We also hold both evening and day time education sessions, covering an array of topics. In 2019 we have 133 educational sessions booked in, with the demand ever-growing!
We carry the cost of all of these events, as every education event is free to the individuals and the surgeries we visit.
We also help to educate the public, with free patient events surrounding various topics ranging from cosmetic surgery, to bunions and hand issues. These present the public with the opportunity to meet and speak with a consultant, free of charge, and discuss their problems along with how we can help them. We continue this education with regular blogs on our website focused on awareness days and health topics such as; cancer signs and symptoms, stress awareness and many more.
We are very proud to be finalists for the above awards and look forward to the 13th of June where we hope to see Spire Harpenden Hospital crowned winners!