10 YEARS


We’ve introduced ‘fail safe’ officers at the Western Eye to manage the cancellation of patient appointments. Patients used to complain about having to go through switchboard and not being able to speak to a ‘real’ person to cancel or rebook. Our fail safe officers have reduced patient complaints significantly.”


Beatrice Ciobanu, sister, outpatient department Western Eye Hospital


I have been here for four years and I am proud of all the improvements we’ve made within our outpatients services following on from our CQC inspection – a huge amount of work went into the improvement programme and


it really demonstrates our values as an organisation and how well we collaborate.”


Priya Rathod, deputy director of quality governance, St Mary’s Hospital


OF IMPERIAL COLLEGE HEALTHCARE


In our department, the greatest achievement was probably moving the syncope service from St Mary’s and expanding it with two syncope nurses, while reducing the waiting list from 18 weeks to around eight weeks in the last year alone. The biggest challenge for the Trust in the next 10 years will be providing great care in the period after Brexit and further financial restrictions.”


Andreas Dirksen, syncope specialist nurse, Hammersmith Hospital


At the Western Eye we have reduced hospital-initiated cancellations significantly by working with the quality improvement team at the Trust – this is a huge achievement. I also think the Trust really nurtures talent and supports its staff to progress and move onto managerial roles, which has been my experience here.”


I’d say the Trust’s biggest achievement in the last 10 years is the cultural change that we have managed to embed. I think Imperial has become a kinder, more collaborative place, which is important. The biggest challenge is the complicated political environment we’re in, combined with our poor physical estate.”


Dr Alison Sanders, clinical director, urgent care and emergency medicine, Charing Cross and St Mary’s hospitals


Winter 2017/2018


Nick Spencer Jones, service manager, outpatients ophthalmology, Western Eye Hospital


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