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Thursday, 18 September 2014

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Customer care promises introduced at Barrow hospital

CUSTOMER care commitments are set to be introduced by the trust that runs Barrow hospital.

Staff at University Hospitals of Morecambe Bay NHS Foundation Trust have worked together to come up with a set of customer care commitments in order to ensure they treat each other, patients and the public with respect.

Volunteers from a range of staff groups met together in Autumn 2013 and came up with the set of standards that are now being introduced across the Trust.

The standards are as follows:

· We will welcome you by:

• Making eye contact when face to face;

• Smiling and using an appropriate tone of voice;

• Having a friendly approach;

• Identifying ourselves verbally and displaying our name

• We will be open and honest, encourage questions and keep people informed.

· We will make you feel valued and important.

· We will treat you equally and with dignity and respect.

· We all recognise that Individually we are accountable and as a team, we are responsible for delivering good customer care.

· We will listen, be aware of and acknowledge each of your individual needs.

· We will do all we can to solve the problem and not pass it on.

· We will not make assumptions of a person’s ability to understand.

· We will go the extra mile for our patients and for one another.

· Our staff will adhere to the professional dress/ uniform code.

Head of Service Improvement in the Core Clinical Division of the Trust, Helen Pye, said: “We brought a whole cross-section of staff together to come up with the standards.

“We want to treat each other and the public with respect and these standards will ensure we do that.

“We now plan to ensure that staff sign up to deliver these standards each and every day to help ensure we provide quality healthcare to our public.”

Mary Aubrey, Director of Governance for the Trust, said: “These standards have been designed by our staff, for our staff. We want to ensure that everyone who works for us is treated as an individual, and treats others as they would wish to be treated.

“The standards are important to ensure we provide a quality service, and also we respect each other and the public in all we do.”

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