Partner Article

2012 reflections and a look ahead to 2013

The end of a year is always a good time to reflect on the months that have gone by and look ahead to what the future brings. Here Silvie Adams, director of Spire Washington Hospital, talks through the team’s most recent achievements and what 2013 will hold.

The last twelve months have been busy at Spire Washington Hospital. What have been your key developments?

The way we approach customer service has been a big focus for us. We have made significant changes with overwhelmingly positive results. Each department now writes its own customer charter and having empowered staff in this way means they live and breathe the patient experience. It’s surprising how much difference it makes. With this in mind I should thank the team at Rockcliffe Hall Hotel for welcoming our reception team leader and sharing what they do to exceed guest expectations. Their teaching has inspired us to deliver our own five star experience in a healthcare setting.

One of our other big developments has been the upgrade of two theatres, which involved the introduction of new lighting and airflow technology, among other things. It’s been a huge but extremely worthwhile investment that makes our facilities hard to beat.

What has been the team’s biggest achievement?

The team’s biggest achievement has most definitely been the hospital’s successful management of the issues created by the international PIP breast implant crisis in respect of our patients. I’m proud to say Spire Healthcare (the group Spire Washington Hospital is part of), was one of the first to offer a free implant replacement service and our over-riding priority has been to reassure the hundreds of women that were affected and let them know we are here to help. We are still working hard to resolve some problems. PIP was a totally unforeseen issue that had significant legal and financial implications but the team have been amazing and have never lost sight of the fact that at the heart of the matter are some frightened ladies who need our support.

What does 2013 hold?

As our 25th anniversary, 2013 marks a real milestone and we intend to celebrate by building on the firm foundations created in 2012. This means continuing to widen access to our services, for example through our new cosmetic surgery clinic in Sunderland and our cosmetic surgery roadshow in Cumbria. There will also be lots of further investment in the latest healthcare technology so watch this space.

What is your biggest ambition for the team?

My biggest ambition for the team is to keep our focus on continued professional development and to promote key players from within. A constant criticism of the private sector is that businesses tend not to invest in their staff. We completely buck that trend and like to recognise and nurture our talent - when the individuals within a business grow, it grows too.

What is the biggest challenge you face?

Like most other businesses, our biggest challenge continues to be the recession. Due to being squeezed financially, some employers withdrew the private medical insurance they provided to staff, which initially affected patient numbers. Since then, we have experienced higher numbers of people paying for their own healthcare (our interest free credit scheme has proved understandably popular) but it remains a concern.

What is your biggest opportunity?

We see an opportunity where others see a challenge - and that is where our relationship with the NHS is concerned. We have worked with the NHS for over 20 years and intend to long into the future. We will continue to fully support the clinical commissioning groups as the government implements its policy changes to ensure the greatest benefit to patients in the region.

What three things would you like people to remember about Spire Washington Hospital?

I’d love people to remember that:

- at Spire Washington Hospital you only ever see a consultant, not a junior doctor

- we have never had any reported cases of MRSA or C Difficile

- our ultimate objective is to provide an excellent, caring patient experience.

If you’d like to know more about Spire Washington Hospital, please visit www.spirewashington.com or call 0191 415 1272.

This was posted in Bdaily's Members' News section by Silvie Adams .