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Bosses ask patients if hospital staff make the grade

PUBLISHED: 14:52 20 October 2008 | UPDATED: 13:42 05 October 2010

NHS bosses man switchboard and put their reputation on the line

NHS bosses man switchboard and put their reputation on the line

NHS bosses put their reputations on the line at one of East London’s major hospitals—urging patients to say exactly what they think of them. Senior managers spent five working days on the frontline’ as part of a back to the floor’ exercise at Newham University Hospital as part of its annual Care Week

NHS bosses put their reputations on the line at one of East London’s major hospitals—urging patients to say exactly what they think of them.

Senior managers spent five working days on the frontline’ as part of a back to the floor’ exercise at Newham University Hospital as part of its annual Care Week.

This has given them first hand experience of the day-to-day issues staff face and how best to improve services, says Newham’s NHS Trust.

“My back to the floor’ session was in the main switchboard,” said the trust’s Workforce director Graeme Jolly.

“It was a real eye-opener into the demands placed on staff and helped me get a better understanding of the role they play in making sure services run smoothly.”

Some 200 patients at the hospital in Plaistow were asked to hand out gold stars’ to staff they thought had best care skills.

Clinic receptionist Opinder Bhambra said: “An older gentleman was asking me loads of questions and I was trying to be as helpful as possible—then he gave me a gold star.

“I really wasn’t expecting him to give it to me—it always feels good to help people.”

The trust has been handing out comment’ cards and urging patients to use them or the feedback form that’s now online all year round.


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