Putting Patients First
9 October 2009
New standards designed to ensure every single person using West Suffolk Hospital feels safe, cared for and confident in their treatment have been introduced as part of an ongoing programme to put "Patients First".
As part of the project, West Suffolk's 2,500 staff have each been issued with a set of ten Patients First service standards which have been developed to make sure that everyone has the best possible experience when using the hospital.
The standards were drawn up with the help of 800 patients and staff, who gave their views on the service which everyone using the hospital should receive through letters, surveys and a series of special "In Your Shoes" events held earlier this year.
Over the coming months, the standards will be embedded into West Suffolk's recruitment, induction and appraisal processes to make sure patients remain at the centre of everything the hospital does – both now and in the future.
"We are committed to ensuring that every single patient not only has an excellent clinical outcome but also the very best possible experience at West Suffolk Hospital," said Chris Bown, chief executive at West Suffolk Hospital. "As part of that, we need to make sure they feel safe, cared for and confident in their treatment, seven days a week, 52 weeks a year.
"And although there are already many shining examples of high quality, patient-centered care taking place across the hospital every single day, these service standards will help us ensure consistency across all of our departments and every member of staff.
"The Patients First standards set clear expectations of how our staff should behave. Whether its through something as simple as offering help wherever it is needed, showing kindness and compassion or giving patients the chance to ask questions – all can make a big difference at what can often be a very stressful time for those using the hospital.
"We are extremely grateful to everyone who gave their time to help us draw up these standards, which will be of huge benefit to our patients both now and in the future by making sure we get things right first time, every time."