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Northumbria named best in country for patient experience

Tuesday, 24 March, 2015
Northumbria named best in country for patient experience

Northumbria Healthcare NHS Foundation Trust has been named as the best in the country for improving patients’ experiences of receiving care.

The accolade of ‘overall best trust’ was one of six awards the trust won at The Patient Experience Network National Awards 2014 – the only awards which recognise and celebrate the delivery of outstanding patient experience by healthcare organisations.

The network said the trust was leading the way nationally and praised its commitment to listening to the views of its patients and acting on their feedback.

The awards celebrate the breadth of services provided by the trust in hospitals, in the community and in people’s homes across Northumberland and North Tyneside and in Tanzania as part its highly-regarded international link.

The trust’s patient experience programme which was set up five years ago won the ‘measuring, reporting and acting’ category. The project, one of the most comprehensive in the country, involves collecting the views of 50,000 patients every year, acting on their feedback and delivering patient-centred training to staff. The results are shared openly and transparently with the public.

Two trust staff were recognised for their leadership and passion for improving patients’ experiences. Kim Minnis, a matron at Hexham General Hospital, was named professional of the year and Kelly Angus, deputy director of human resources, was named manager of the year.

A project to better support the carers of people in hospital by working with the doctors of tomorrow, won the ‘support for caregivers’ award. 

The trust’s work to transform patients’ experiences of having operations at the Kilimanjaro Medical Centre in Tanzania by introducing keyhole surgery won the ‘bringing care closer to home’ award. This was achieved as part of the trust’s international link and has brought many benefits to patients including reducing the length of time they have to stay in hospital and overcrowding on the wards.

Annie Laverty, director of patient experience at Northumbria Healthcare NHS Foundation Trust, said: “We’re passionate about improving our patients’ experiences of receiving their care with us and are absolutely delighted to be named as the best trust in the country.

“To be recognised nationally in this way is credit to the dedication and enthusiasm of our hard-working teams who go out of their way to provide the best care to our patients on a daily basis.

“Patient experience runs at the heart of everything we do whether that is in hospitals, in the community, in people’s own homes or overseas in Tanzania and we remain fully committed to continuously striving to do even better for our patients.”

The trust’s project to improve the experiences of elderly patients in hospital was also runner-up in the ‘personalisation of care’ category. In total, the trust was shortlisted in 16 categories.