Improving the patient experience – living our values

Since 2006 we have delivering a diversity awareness programme linked to the Trust’s Behaviour Standards to over 2600 people.  Building on this success we were asked to design a development session focussing on improving the patient experience and embracing the Trust’s values.  The session was for a cross section of staff including clinical and support, frontline teams and senior leaders. The overarching aim is for staff having completed the training to model good behaviours, attitudes and actions within their departments.

The programme focused on:

  • Energise staff to strive for excellent customer care, and truly understand the vital role they play at King’s
  • Strengthen awareness of the needs of different patients, carers and families
  • Explore the impact of negative language and behaviour on colleagues and customers
  • Challenge personal pre-conceptions and deal with difficult situations
  • Reinforce the range of projects that link King’s with the local community
  • Examine ways of embedding and living the Values


  • From a sample of 1200 delegates, 95% said they would recommend the training
  • The positive impact has also been noticed by King’s patients as shown in recent How Are We Doing (HRWD) scores and comments. In August, the Trust achieved its highest ever score in the survey
  • King’s have received better feedback on how they care for their patients, reaching their target score in the last few months
  • Patients/customers are also feeling that they are more involved
  • A greater understanding of the benefits to linking diversity and customer care for staff, with shifts increasing from 74% to 95%
King's College HospitalPatient Experience

We commissioned The Garnett Foundation to provide customer care training in a dynamic and participative way for our frontline staff, as part of our strategy to improve the quality of the patient experience. The evaluation of the training by the staff was very positive, with over 90% of participants (1100 trained) saying that the content was appropriate, and that the training made them more aware of their own behaviour, and that they would take some form of practical action as a result of the training when they returned to their clinical area. We have used The Garnett Foundation previously and would choose them again as a training provider.

Geraldine Walters, Director of Nursing, King’s College Hospital