I’m sure, like me, many of you are still enjoying your personal memories of the Olympic Games and anticipating more special moments ahead in the Paralympics .
During a short summer break, I was lucky to experience the atmosphere and excitement of the Games at first hand as a ‘Games Maker’ (volunteer). I was one of 70,000 volunteers at scores of venues whose role was to answer questions, help people find their way around and direct them to their seats.
I felt privileged to be part of this team. And I have returned to work feeling truly inspired by the spirit of an amazing event.
London 2012 didn't just live up to expectations, it surpassed them, and the resounding success of the Games reminds us that great things can be achieved with good planning, commitment and a positive attitude. The Games Makers certainly contributed to the overall success of the event and our country’s positive reputation as a great host – and it’s clear to me that good customer service can lead to amazing results.
Now that I’m back at work it’s started me thinking about what we at LPT can learn from the success of the Olympic Games.
Providing good customer service and an excellent experience for our service users remains our highest priority and this is underpinned by our organisational values. We know that overall our patients and services users receive a good service and the 4,800 letters, cards and verbal compliments our staff received last year tell us that, for the most part, we are getting things right. But, of course, there is always room for improvement.
As we saw during the Games, being friendly and welcoming and taking prompt action to help sort out problems makes such a difference to a person’s experience. By being treated well, people respond positively and this generates an all-round feel-good reaction.
I ask patients, service users and visitors to continue to give us feedback on our services and your experiences of the Trust. We value your comments and suggestions as they can help us to understand how we can make improvements.
I’m also challenging every one of our 6,000 members of staff to go that one step further – what more could we do to improve the experience of the people we come into contact with? If we all do our part and strive to provide the highest level of service at all times, we too can surpass expectations!