Called ‘Positive Impressions’, it will also operate across the company’s senior living care home estate and new private healthcare clients, supporting 10,000 employees to deliver high standards in service across catering, cleaning, portering and security.
Russell Blake, managing director of healthcare at Compass Group UK & Ireland, said: “We live by our Performance with Heart philosophy and Positive Impressions truly delivers for patients, residents and our people - creating an approach that is taken from feedback at each hospital or care home.
“This programme allows us to make reactive and tangible differences to care and therefore health outcomes. We are committed to the roll-out of the programme and believe it will enhance skills and the services we deliver.”
The programme was developed in Compass’s US healthcare business and has been operational within several Compass UK&I private healthcare hospitals since 2019.
The programme has also been trialled with two NHS hospital sites, further evolving to suit the specific needs of NHS settings. Across these hospitals, the programme has delivered enhanced patient satisfaction results due to increased engagement when planning service delivery.
Positive Impressions has been designed to measure the patient experience and enhance patient-centred training, to help teams deliver care based on communication, awareness, respect and empathy.
It aims give staff the confidence to make changes based on facts, feedback and understanding.
The four parts to the programme are identified as: defining moments, engagement, expertise and tailored-to-fit. It builds on a culture of empowerment and training for colleagues, looking after their wellbeing and development, as well as giving them the tools to deliver the best service possible. The training involves classroom sessions, refresher courses and coaching, with a focus on being inclusive and accessible.
The implementation is being led by Compass Healthcare’s head of patient experience, Stacey Dobson.
She added: “The pandemic shone a light on the impact our teams can have on the patient experience and the imperative services they deliver from cleanliness to nutrition and so many more.
“We knew there was an opportunity to go further and developing the Positive Impressions programme for our NHS and senior living clients, will support us to create bespoke solutions based on feedback. The great thing about this programme is that it builds two-way communication from patient or resident to our teams, to allow us to react and improve.”