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Innovative patient experience programme launched

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Nurses and midwives selected as ambassadors, and trainers dedicated to improving the patient experience, have begun their roles in the innovative ‘I care’ programme.

They are being helped by a new publication containing practical advice for patient-facing staff on interacting with patients and visitors as part of the programme at Imperial College Healthcare.

The booklet, Improving Patient Experience - Your Role, offers guidance on the behaviours staff should show when dealing with patients and colleagues at work.

Director of nursing Janice Sigsworth said: “’I care’ has been a really innovative trust-wide programme to engage all staff in improving the attitudes, behaviours and communications of all our staff.

Associate director of human resources Sue Grange, who coordinated the programme, said: “Our ‘I care’ ambassadors for customer care have been identified by both their role and personal drive and conviction.

“We have trained 60 ambassadors who have attended an intensive workshop to learn how to champion customer care and to address poor practice when they experience it, practice handling challenging situations and to receive feedback.”

The success of the I care programme is being measured through the results of patient surveys and “I trackers” - hand held devices on all wards that give real time data on the attitudes and behaviours of staff.

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