St George’s University Hospitals NHS Foundation Trust been awarded £100,000 by the NHS London Partnership for a project, to improve its service to patients.

The project, Building a World-class Service Culture, has been jointly devised by the Trust and trades union representatives and will engage staff working in areas like administration and support services in activities to build self-esteem and improve their service to patients and other staff.

The project will see staff in bands 1-4 involved in training, workshops and visits outside the Trust to experience customer service in the commercial sector. It will also address issues such as bullying and disrespect by staff on staff, identifying those who already excel at providing good service, and encouraging participants to be involved in service development.

Alan Thorne, Director of Transformation, said: “The Trust is committed to working with its staff, and their union representatives, to create a culture of improvement in which staff feel respected and valued, supported in doing a good job and invited to contribute ideas for improving services to patients. ”

Jane Pilgrim, Staffside Secretary, said: “This project will help to motivate, empower and inspire our staff at grass roots. I see this as the beginning of a new positive culture for St George’s. There will be a day, not too far away, when all staff feel that they are valued and appreciated and treated as partners rather than employees.”

Notes to editors

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  1. NHS London Partnership is an organisation set up by employers, trade unions and NHS London, the Strategic Health Authority, to encourage partnership working and the development of world class staff. The award was made from the Engaging for Quality and Embedding Partnership Locally Fund
  2. The Transformation programme at St George’s is facilitating change across the Trust through a series of projects driven by improving patient experience, workforce development and supporting Trust strategy with the belief that this approach leads to organisational efficiency.