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National award for patient-centric prison service

Julie Andrews, Virgin Care’s Service Complaints Manager, Norfolk Prison Service, was named ‘Professional of the Year’ at the recent Patient Experience Network National Awards (PENNA) ceremony.

Virgin Care’s Prison Healthcare Services was shortlisted in three categories in this year’s PENNA awards. As well as Julie’s award the service was also runner-up in the ‘Staff Engagement’ category and finalist in the ‘Turning it Around’ category.

Julie said, “The PENNA awards recognise best practice in patient experience across all facets of health and social care in the UK.

“In Norfolk Prisons we pride ourselves in providing a responsive approach to care and continuously striving to improve outcomes for patients.

“This initiative was born out of identifying the need to improve patient experience well before they feel the need to raise concerns. The initiative introduces development techniques for colleagues to become more resilient, recognise and alleviate stress and enhance mental wellbeing. By doing so they can positively influence patient engagement and reduce the likelihood of concerns turning into complaints.”

Julie and Vicky Hare, Acting Head of Healthcare at HMP Norwich, received the awards on behalf of the team.

Stuart Rennison-Price, Virgin Care’s Chief Operating Officer, said, “Our colleagues in Prison Healthcare Services have a great record in showcasing patient-centric work that’s setting new standards in health. This is the third year running the Customer Experience Team’s been up there with the best, including another win in March 2017 for ‘Turning it Around’.

“I want to add my personal congratulations to all involved. Julie fully deserves this national recognition of her drive, enthusiasm and determination.

“The team’s achievements over the years show a true commitment to continuing to improve the way we work together and to putting patients at the heart of everything we do.”

Notes for editors

Virgin Care has been running HMP Norwich Healthcare Service since 2012.

We  look after the physical and mental health care needs of all prisoners operating round-the-clock, nurse-led healthcare including prisoner screening on arrival and all primary care such as minor surgery, in-patient units and prescribing. We also coordinate a wide range of other service providers, such as GP practices, to provide seamless care.

The PENNA ‘Staff Engagement’ category recognises how creating better staff experiences and engagement results in an improved experience for patients. The ‘Turning it Around’ category recognises that as a result of a complaint or feedback through PALS (Patient Advice Liaison Service) or other routes, change has been implemented to improve the patient experience.

 

 

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