Listening, responding, improving: A Guide to better customer care

Listening, responding, improving: a guide to better customer care is a practical guide to the new complaints system including checklists and hint and tips. It is designed to be accessible to anyone
working in health and social care organisations who is involved in receiving feedback and
resolving concerns and complaints from patients, service users and their representatives. The guide also refers to advice sheets and you can view them here.

HR in practice: Mid Yorkshire Hospitals NHS Trust gets staff plugged into MP3 players for training

The players look like iPod Nanos and staff can hook them up to their laptop or a hospital computer through a USB cable. The computers, in turn, link to the organisational development department of the trust.
Staff can then listen through headphones to the training materials and use the navigation on the device to move on to the next section, or can watch mini-documentaries on the computer that back up the listening material. This allows staff learn at times that are convenient to them and their employer, and the organisation saves thousands of hours, as staff do not need to take time out to train other staff, thus the organisation saves money by ensuring working hours are optimised. There is 100% accountability as a complete audit trail is provided and modules can be remotely updated. Click here to read more...

Listening into Action Programme

Around 50 trusts across the country were involved in developing the Listening into Action approach through pilot programmes last year. The aim of the programme is to reconnect with staff and mobilise them to implement changes that are good for patients, staff and organisational performance. Read about Sandwell and West Birmingham Hospitals experience of adopting this new approach to engaging with staff.