NHS Scarborough and Ryedale CCG delighted to retain Customer Service Excellence accreditation

Delighted with the Customer Service Excellence Award are (l-r) Dr Phil Garnett, chairman of Scarborough and Ryedale Clinical Commissioning Group (CCG), Andy Hudson, CCG Governing Body Lay Member and lead for patient and public involvement and Sally Brown, the CCG's Associate Director of Corporate Affairs

NHS Scarborough and Ryedale Clinical Commissioning Group (CCG) has retained a prestigious accolade for its commitment to customer excellence.

The Customer Service Excellence accreditation, a scheme run through the Cabinet Office, was awarded to the CCG following an assessment in November last year.

Against 57 criteria set against customer insight, organisational culture, information and access, delivery, and timeliness and quality of the service, the CCG scored “compliance plus” in 10 areas and was marked “compliant” in a further 44 areas.

Andy Hudson, CCG Governing Body Lay Member and lead for patient and public involvement, said: “Right across our organisation, we work incredibly hard to consider the needs of patients throughout the decision-making process and give people opportunities to share their views and I’m delighted this effort has been recognised.

“It’s testament to the work that’s been going on over the last 12 months that we’ve shown continual improvement and been awarded more ‘compliance plus’ marks than ever before.

“We have a strong commitment to consult the community and the Governing Body takes account of patient feedback when making key decisions about the future of the services we provide.”

In their report, CSE assessors praise the Scarborough and Ryedale CCG’s “very clear and open culture” focused around delivering services that patients and communities want and in ways that best suit their needs.

They say the introduction of a new Communications and Engagement Team has brought “positive outcomes”, which include new consultation processes, built around community development principles.

And there is also praise for the way the CCG uses patient insight through more “grassroots consultation”, with “new strengths” to how information is provided.

Assessors also credit the CCG for “robust monitoring” and “a good level of benchmarking across all areas of delivery and good sharing of information with partners across the CCG provision”.

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