CUSTOMER SERVICES

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Each main area of the DHSS has established a staff group dedicated to improving those aspects of customer service which matter to you. Ramsey and District Cottage Hospital has the Quality Group, which is a local multi-disciplinary group involving all grades of staff and all departments.

Ramsey & District Cottage Hospital Quality Group

How can we give excellent customer service? - Customers can be patients, relatives, carers and of course each other. To consistently provide the highest standards of service, we need to be clear about the standards of service that the people we care for on a daily basis expect to receive from us. Only then can we identify a common vision about how we will achieve that level of care. If we treat customers as we would like to be treated ourselves, whether that is by letter, telephone or face-to-face, then we will truly provide excellent service.

Membership - The group comprises representatives from all areas at Ramsey and District Cottage Hospital and is supported by Jan Mellows, Chief Executive's Support Office Manager/Media Coordinator. We aim to support colleagues to improve aspects of customer service. We meet every six to eight weeks to provide a forum to benefit both customers and staff. All hospital staff are encouraged to join the group or send in their suggestions for customer service improvement initiatives.

A Focus on Customer Services Group (FOCS) is now established, comprising of Senior Hospital Staff, the Quality Group Chair, representatives from charitable organisations and lay members. The group meets regularly to discuss Customer Service issues. Non-hospital staff members are actively involved in reviewing aspects of customer care and are also welcome at the Quality Group.

Group Objectives 2005 – 2006

1. To Foster Customer Service Developments
   1. Continue to strengthen the FOCS Group
   2. Publicise progress and achievements via In Touch, local media, and hospital notice boards
   3. Identify training needs and opportunities in relation to customer service
   4. Publish an Annual Progress Report
2. To Obtain Customer Opinion about Service Provision
   1. Continue to monitor and promote Staff Suggest – O – Gram
   2. Continue to monitor and promote Comments Leaflets from service users
   3. Pilot and launch an Out Patient Survey
3. To Provide Accurate, Relevant Information to a High Standard in Accessible Formats
   1. Re-develop RDCH’s website to be accurate, up to date and consumer friendly
4. To be Involved in Hospital Wide Audit Initiatives concerning Quality Service

Group members can be contacted on the numbers below. All staff are encouraged to either join the Quality Group or to participate with ideas to improve and maintain customer service.

Comments

Your views on our service are important to us. They will enable us to ensure that we continue to improve our customer service and care. Whether you feel positively or negatively about Ramsey and District Cottage Hospital, we will welcome your comments.

You can help us in several ways, either by filling in a Comments Leaflet (available around the hospital), or at www.gov.im/DHSS, or by contacting us, either through the Hospital Management or the Quality Group.

Compliments - If you would like to compliment us on our service to you, please either fill in a Comments Leaflet (available around the hospital), or contact us, either through the Hospital Management or the Quality Group.

Complaints - There is a formal procedure for complaints, “A Patient’s Guide to the Complaints Procedure for Hospital and Community Health Services”, this leaflet is available from the hospital and community health care public areas, and on the DHSS Website at www.gov.im/DHSS.

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