Welcome to NHS South East Staffordshire and Seisdon Peninsula Clinical Commissioning Group

About us

Customer Experience in action

23 September 2016

Welcome to my blog; which is fairly short as I have only been back from leave for two days. I always find it amazing that in only six days away from the NHS things move on quickly and you are playing catch-up with many issues.

Creating outstanding customer experience

I want to return to a subject which I have highlighted before - customer service and how the NHS can learn from the best in other industries. Over the last week, I have spent time in South East Asia in a nice hotel, but my stay was made even better by the customer service I received. The individuals in the hotel were totally focused on the customer’s needs, no task was too much trouble and it was the little things that made the stay enjoyable. When I look at the NHS, although care is generally good, we don’t really focus on the individual, we focus on doing what the system tells us. Organisational boundaries get in the way of doing the right thing for patients.

In my experience, nothing got in the way of the hotel and its staff focusing on its customers. If, as the NHS, we focused much more on the individual we would probably do many things differently. I know that many of you will say that the NHS is very different, but fundamentally we provide a public service. In providing that service we should be focused on the people we come into contact with rather than operating within a system where patients are sometimes seen as periphery to the system requirements. This isn’t universal, but you only have to look at some of the complaints I receive to understand that many of them could have been dealt with by focusing on the individual rather than just treating the symptoms.

Andy

Latest News

It’s not a pest, ...

Health officials from the Clinical Commissioning Groups (CCGs) in Staffordshire and Stoke-on-Trent are encouraging women to attend their cervical screening in order to catch cervical cancer early and prevent its further spread. Dr Mary McCarthy, a GP ...

Read more

Report puts digital health tech ...

A new report is highlighting how technology, including social media, is helping patients in Staffordshire take control of their health. The ‘Spotlight on Digital Health’ is now available on North Staffordshire and Stoke...

Read more

Staffordshire and Stoke-on-Trent ready to ...

Together We’re Better, the Sustainability and Transformation Partnership for Staffordshire and Stoke-on-Trent, has today committed to delivering the new NHS Long Term Plan. The Plan was launched today. It sets out how the NHS needs to ...

Read more

For the help you need ...

Make sure you know how to access help this Christmas season. The advice from the NHS in Staffordshire and Stoke-on-Trent is to make the most of NHS 111 and local pharmacists, and to make sure they’re all stocked ...

Read more

Major new national investment announced ...

The announcement of major new government investment to support the transformation of health and care services in Staffordshire and Stoke-on-Trent has received a warm welcome. The Department of Health and Social Care has approved two separate capital ...

Read more

Staffordshire system review sets challenges ...

Health and care leaders across Staffordshire today welcomed the publication by the Care Quality Commission (CQC) of a report into services for older people in the county. The CQC’s Staffordshire System Review is unveiled today (Friday ...

Read more