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Community hospital service desk first in Norfolk to achieve prestigious customer-led certification

PUBLISHED: 16:58 16 November 2017 | UPDATED: 16:58 16 November 2017

The service desk team at Norfolk Community Health and Care NHS Trust (NCHC). Photo: NCHC

The service desk team at Norfolk Community Health and Care NHS Trust (NCHC). Photo: NCHC

NCHC

The service desk team at Norfolk Community Health and Care NHS Trust (NCHC) has become the first in Norfolk to be awarded the customer-led certification by the Service Desk Institute (SDI).

Following an audit, which included satisfying 104 criteria over 400 domains and providing evidence in over 400 questions through customer questionnaires and interviews, the NCHC team were awarded the globally-recognised accreditation.

Geraldine Wingfield-Hill, from NCHC, said: “This fantastic result is a reflection of our continued investment in people. The service desk mission statement is about providing a friendly, knowledgeable and reliable single point of contact. That mission has been achieved.

“NHS organisations are regulated by the Care Quality Commission that sets standards for quality. For patients this includes person-centred care tailored to individuals, it includes being respected and given the right support. For our service desk, this includes providing great quality IT support so our organisation can continue to provide outstanding quality care to patients. The award from SDI of customer-led accreditation could not be a better result and I am absolutely delighted for everyone in the team who worked so hard over the years to achieve it.”

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