Patient Care Programme
Imperial college healthcare
Context
The Imperial College Healthcare NHS Trust is an NHS trust based in London. It is one of the largest NHS trusts in England. It has over 13,000 staff and treats over 1.3 million patients.
Challenge
They wanted to create a large-scale patient experience programme with over 2,500 clinical and non-clinical staff from across the services delivered at the Trusts’ five hospitals.
They wanted to produce a blended learning programme that enhanced the attitudes and behaviours to improve the quality of customer care. As well as to have a positive economic output.
The Solution
Alchemist trained over 100 Customer Care Ambassadors to have the confidence and skills to run their own localized patient experience campaigns. As well as to challenge poor behaviours they witnessed or were made aware of.
Alchemist also selected elements of its training programme to design a workshop for the Trust’s internal training teams to deliver. As well as producing 28 bitesize films for the Trust’s intranet, future training events, and induction workshops.
The impact
Over 80% of the 2,500 staff scored the events as Excellent or Good. With two out of three marking it as Excellent.
As a result of the programme there has been a 50% drop in complaints. And afterwards the National Inpatient Survey was run, which showed the Trust was “performing significantly better on 13 questions” compared with the year before.
