Bupa Cromwell Hospital has won the Hotel Services Award at the 2009 Independent Healthcare Awards run by leading healthcare analysts Laing & Buisson. The accolade recognises those elements of health and care provision that often go unnoticed.
The hospital had to demonstrate outstanding achievements in food preparation and provision, the prevention and management of hospital acquired infections, and an innovative and strong training and development programme for all staff.
Bupa Cromwell Hospital’s close attention to detail and constant monitoring of services for patients, visitors and staff ensured that it beat the competition for this coveted award.
Michele Lahey, Chief Executive of Bupa Cromwell Hospital, said: “Frequent surveys are a very effective way of finding out how patients, visitors and staff rate the hospital’s hotel services and enable us to redress any concerns quickly and efficiently. For example, our chefs make regular ward visits, talking to both patients and nurses to gain an insight into their needs. Hospital managers also conduct regular ‘walkabouts’, scoring individual areas for cleanliness and hygiene. In addition, the comprehensive staff training and development programme and excellent team communication help attract and retain staff and deliver first-rate services for patients.”
Richard Hennelly, Hotel Services manager at Bupa Cromwell Hospital, said: “Both the patient and staff experience at Bupa Cromwell Hospital is absolutely key to us, and winning this award underlines how important it is to listen to what people want and provide them with a service which exceeds their expectations. Our team is always looking at how we can improve our service and, even with this award under our belt, we will continue to do so.”
The hospital was also a finalist in the Best Use of Technology award with its revolutionary TomoTherapy Hi-Art™ system.