University research to shape hospitals' customer service
Public responses to new health research will shape the way hospitals and surgeries provide customer service and care.
The division of Psychology, Sports Science and Health at Glyndŵr University has joined forces with Betsi Cadwaladr University Health Board (BCUHB) to carry out a study exploring public perceptions of professionalism in healthcare.
The Wrexham-based University will host a public engagement event at its Catrin Finch Centre on Thursday February 12, where people will be asked their views on the NHS.
They will also be asked for their opinions on what should be expected from professionals working in the sector, from doctors and nurses, to cleaners, catering staff and anyone operating in the health arena.
Alison Lester-Owen (pictured) and Professor Debbie Roberts are spearheading the project; they want their findings to have a positive impact on BCUHB’s provision of services in the future and hope to see a large cross-section of people taking part.
“We want to know the qualities that they feel a professional person should display,” said Alison.
“The research will take in the opinions of health workers and people in the industry, but we are particularly interested in gathering the views of the general public as after all they are the ones who experience the service and can give an honest evaluation of the NHS in North Wales.”
She added: “The event on February 12 will be an opportunity to have a real say on how the health board develops in the future, and they themselves are very keen to receive feedback.
“The results will also influence how we teach the next generation of health care professionals in Wales so we hope to see plenty of people in attendance on the day.”
Lynne Grundy, Head of Nursing and Midwifery Education, Research and Professional Practice at BCUHB, said the partnership will have a major impact on the way health professionals operate in the future.
“BCUHB are working together with Glyndŵr University to identify how we can improve the care and experiences our patients have,” she said.
“BCUHB is keen to find out the views, opinions and comments from our local community of what professionalism in current health care means to them.
“Their insights, opinions and views will provide us with valuable information which will help us to improve the care delivered to our patients and positively influence their experience of healthcare.”
The February 12 session is open to anyone aged 18 or over who is not or has never worked for the NHS.