Thursday, 21 January 2016
South West London and St George's Mental Health NHS Trust (SWLSTG) is celebrating after its Patient Experience team was shortlisted for two prestigious patient experience awards.
The Trust's Patient Experience team have been shortlisted for the awards: 'Turning it Around When it Goes Wrong' and 'Team of the Year' at the Patient Experience Network (PEN) National Awards 2016.
'Turning it Around When it Goes Wrong' is a new category to acknowledge where a change has been implemented to improve the patient experience as a result of a feedback, complaint or through the Patient Advice and Liaison Service (PALS) route.
SWLSTG Chief Executive David Bradley said:
"I am really pleased the Patient Experience team have been shortlisted for the Patient Experience Network (PEN) National Awards.
The team have worked really hard for the people who use our services and have been providing an excellent service".
Victoria Gregory, Patient Experience Manager & Complaints Manager, said:
It is fantastic news that we have been shortlisted for both these important and prestigious awards.
"I am really pleased that our team's hard work has been recognised in this way, and we are looking forward to the awards ceremony in March."
The Trust's Patient Experience team was formed in October 2013 and investigates complaints and serious incidents, and reviews and responds to patient's feedback on their experience. Investigations look at the causes behind the complaints and serious incidents and provide a more arms-length approach to resolving and learning from them as they are clinically and managerially separate from the teams that provide clinical services. Every risk is handled straight away and every complaint and serious incident is risk monitored so that lessons can be learned and acted upon.
The team operate the (PALS) advice line and hold PALS surgeries in person on inpatient wards to gather feedback to help resolve concerns early on; and they also coordinate the Real Time Feedback system of kiosks on wards and tablets in the community where patients can respond to a survey and provide feedback; and respond to and resolve feedback about the Trust on the Patient Opinion site.
The winners of the awards will be announced at a ceremony in Birmingham on the 2 March 2016. Details of all the shortlisted organisations are on PEN's website: