The PENNA awards are the ‘first and only awards programme to recognise best practice in patient experience’ and took place at The University of Birmingham on Wednesday 28th September. The awards aim to bring together innovative and hardworking healthcare teams and organisations from across the country to reward and recognise success.
Compass Healthcare won the award for Positive Impressions – its colleague culture programme, which is currently being rolled out to focus on patient satisfaction across its 23 NHS partner healthcare Trusts and the senior living care home estate. It is designed to support 10,000 employees to deliver the very best standards in service across catering, cleaning, portering and security.
Russell Blake, managing director of Healthcare at Compass Group UK & Ireland, commented: “Our people are at the centre of everything that we do and when we engage them and equip them with the right training and skills, they truly enhance the service to the patient or resident that we help care for. I’d like to personally thank all of our people, especially as they have embraced this new initiative to take their work to the next level.”
Initially developed in Compass’ US Healthcare business, Positive Impressions was trialled with two NHS hospital sites evolving to suit the specific needs of an NHS setting. The programme has delivered enhanced patient satisfaction results due to increased engagement when planning service delivery.
Stacey Dobson, head of patient experience for Healthcare at Compass Group UK & Ireland, commented: “The great thing about Positive Impressions is that it enables us to react to feedback, building open two-way communication from patient or resident to engage our teams and therefore deliver bespoke changes to suit the setting and requirements.”