Accessible private healthcare team win national awards

The Bristol and Devizes team behind a service that makes private healthcare affordable and accessible to people facing long waits for surgery have been honoured at a national awards ceremony.

The self-pay team at Emersons Green and Devizes NHS Treatment Centres, led by Holly Wale, were named as the winners of the Special Recognition in Secondary Care Award at the Care UK Healthcare Awards, which were presented at Lord’s Cricket Ground.

The affordable self pay service was launched in November 2017, with Emersons Green being one of the pilot sites. It aims to see people assessed and treated within four weeks. The service offers a range of procedures, including joint replacement and cataract removal, along with services such as vasectomies and ear wax removal. The service is on average 30 per cent more competitive on price than private providers, making it accessible to those who could not otherwise afford non-NHS treatment.

Through the team’s dedication, more than 160 self pay first appointments have taken place and more than 120 self pay operations have taken place. Patient feedback has been very positive, especially from those who had been waiting a long time for surgery and from the relatives of older patients who were delighted at how well supported their relatives had been. A recent mystery shopper survey saw the service score an average of almost 90 per cent .

At the award ceremony Holly said: “We were thrilled and surprised when our names were called. We feel the award is for the whole of the Emersons Green team, who have worked incredibly hard to create this patient-focussed self-pay service. It has been hard work, but the delighted response of our patients, who are once again happy and pain-free makes it all worthwhile.”

Hospital Director Rob Thomas said: “Holly Wale and Jane Allen stepped into the role when the pilot began, launching the service alongside their day-to-day jobs. In the past year they developed the service, ensuring patients have an excellent, seamless experience and supporting colleagues through the launch and expansion.

“Holly, Jane and colleague Sally Perry go above the call of duty for self pay patients, being a key contact that patients can go to, to ensure they feel at ease and looked after throughout their journey. The team will meet patients in reception to greet them into the hospital, visit them during their recovery, and have even implemented ‘get well soon cards’ to send to the patients following their surgery. Over the year they have worked to continuously improve the patient journey on self pay, which has delivered excellent results.”