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United Kingdom - 11/09/09 The Clinical and Academic Department of Cardiovascular Medicine at the Whittington Hospital Takes Customer Service to New Levels of Excellence In July 2009, The Clinical and Academic Department of Cardiovascular Medicine at the Whittington Hospital NHS Trust achieved Customer Service Excellence (CSE), assessed by SGS United Kingdom Ltd. The CSE standard is the Government’s practical improvement tool to help organisations put their customers at the core of what they do. The department has a long tradition of developing high quality customer service in its field. On behalf of the Hospital Trust, the department delivers specialist cardiovascular care to in-patients in its Montuschi Ward, through out-patient clinics, the cardiovascular investigation unit, outreach work in rehabilitation and heart failure, and in the anticoagulant and stroke prevention clinics across five primary care trusts in GP surgeries, community pharmacies and community hospitals. Following the assessment, the SGS assessor reported that the department showed “a deep understanding and a commitment to Customer Service Excellence. The commitment was found from Senior Management levels through to operational and front line staff.” “The Whittington Hospital NHS Trust has now adopted an explicitly customer focused approach to the development of its services at a corporate level,“ says SGS assessor, Tom Banks. “This is largely a reflection of the work over the last 12 years of the Clinical and Academic Department of Cardiovascular Medicine. The corporate and departmental approaches now demonstrate an excellent level of synergy in their mutually responsive strategies to the development of customer responsive service.” “There are many areas of good practice,” adds Tom Banks. “The anticoagulant and stroke prevention community-based clinic service, in particular, is an excellent example of best practice.” As a result, he is recommending notifying the service to the Cabinet Office for consideration as an example of Transformational Practice. SGS United Kingdom Ltd SGS House 217-221 London Road Camberley GU15 3EY t: 01276 697999 f: 01276 697696 Email SGS UK Local Website URL The SGS Group is the global leader and innovator in inspection, verification, testing and certification services. Founded in 1878, SGS is recognised as the global benchmark in quality and integrity. With more than 56,000 employees, SGS operates a network of over 1,000 offices and laboratories around the world. |
