South West Yorkshire Partnership NHS Foundation Trust is celebrating being successfully re accredited against the government’s customer service excellence standard (CSE) – for the third year in a row.
Following a robust assessment, including document reviews and site visits, the Trust was judged as meeting all the standards. CSE is a nationally recognised award for good practice across a range of criteria, including understanding customer needs, staff professionalism and attitude, delivery outcomes and working with partners.
As part of the assessment, an external assessor looked at five specific areas including customer insight, culture of the Trust, information and access, delivery, and timeliness and quality of the service.
Our final report highlighted the Trust ‘had continued to listen to its customers in order to gain an insight into their needs’, ‘had strong leadership to support customer excellence’ and ‘revised its customer service policy in line with the national review of the NHS.’
Service users were also asked to share their views about the Trust as part of the assessment. One service user said, “The treatment has been first class and everyone goes out their way to make sure that you are ok” whilst another commented, “Staff attitude is outstanding I can’t think of any time where they have not listened.”
Dawn Stephenson, Director of Corporate Development said: “This is great news for the Trust and highlights our ongoing commitment in putting service users at the heart of everything we do.
“It is really important that service users receive the best possible care to help them recover – and this national recognition emphasises our continued hard work to do this. By engaging with our service users, gathering their insight and using this to plan and deliver services, we are able to offer everyone a personable, high quality customer service experience.”
Customer Service Excellence was developed by the Government to offer services across the country a practical tool for driving customer-focused change within their organisation.