Shropdoc awarded prestigious customer service title

The out-of-hours GP service for Shropshire has achieved the prestigious Customer Service Excellence Standard.

Assessors who visited the Shropdoc head office in Shrewsbury said staff should be “proud” of having met the standard with such a good level of compliance.

The standard, developed because the Government wanted services for all that were efficient, effective, excellent, equitable and empowering, always has the citizen at the heart of service provision.

The Customer Service Excellence standard tests in great depth those areas that research has indicated are a priority for customers, with particular focus on delivery, timeliness, information, professionalism and staff attitude.

There is also emphasis placed on developing customer insight, understanding the user’s experience and robust measurement of service satisfaction.

Hugh Keachie, the assessor of Shropdoc, said: “Shropdoc can be proud of having met the Customer Service Excellence Standard with a good level of compliance.

“They have demonstrated excellent practice in providing relevant evidence and co-operation giving access to all areas of provision during its Customer Service Excellence assessment.

“Shropdoc staff were keen to ensure assistance, guidance and support is given to all who use the service.

“Shropdoc is committed to communicating regularly with staff in a number of ways one of these ways is via the Staff Consultative Group. This is a forum with elected representatives from all areas of the workforce and provides the opportunity to exchange views between management and staff on issues of mutual concern and interest.”

The Care Coordination Centre (CCC) started in October 2006 and covers all GP surgeries in Shrewsbury County Primary Care Trust, Telford and Wrekin Primary Care Trust, and Powys Local Health Board.

The aim is to help GPs to find the most appropriate care for their patients avoiding unnecessary admissions to Royal Shrewsbury Hospital and Princess Royal Hospital.

 

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