Following an external assessment, Ramsey and District Cottage Hospital (RDCH) has been formally validated under the UK’s Customer Service Excellence (CSE) standard.
The award recognises the high standard of care and service delivered by staff at the community health facility and builds upon other recent successes, such as the award of Investors in People Gold status last year.
Organisations which request assessment against the CSE standard are measured against five criteria:
- Customer insight
- Organisational culture
- Information and access
- Delivery; and
- Timeliness and quality of service.
The assessor was ‘satisfied beyond any doubt’ that the hospital met the requirements of the CSE standard and highlighted numerous strengths which were identified such as:
- A desire by staff to ensure that patients had a voice and were listened to
- The ‘real and palpable commitment’ shown by staff who were ‘totally and fervently focussed on providing high class patient care’; and
- The continued support to develop staff.
In addition feedback was provided on areas for improvement such as the possibility of a staff newsletter to share best practice and learn from minor incidents and concerns.
Ginette Hattersley, Service Lead for Ramsey and District Cottage Hospital, said:
'The entire team here in Ramsey is delighted with the findings of the external review. We all recognise the importance of measuring customer service which is an integral part of delivering high quality care to the public. This wouldn’t be possible without the dedication and enthusiasm of every single member of staff here at RDCH and this is testament to their commitment and energy.'
RDCH is often perceived as a facility for the north of the Island but in fact provides a variety of Island-wide services through its Minor Injuries Unit, consultant clinics, wound management, new Renal Unit and refurbished inpatient facilities.
Member for Health Services, Dudley Butt MLC, said:
'Ramsey and District Cottage Hospital has seen significant investment over the past five years as a result of generous donations through the Welfare Trustees, the League of Friends, the Martin Trust and the Scott Trust. Not only can Ramsey boast first class facilities, but also first class service with a team of motivated and enthusiastic health care professionals who clearly put patients first and at the very heart of everything they do.'
