Customer service excellence

Chelsea and Westminster Hospital’s intensive care unit is proud to have received four consecutive Charter Mark awards—in 1998, 2001, 2004 and 2007.

The Charter Mark was a prestigious national government award scheme for public sector organisations working in healthcare, education, local authorities, police etc. It was an award for best service delivery and it aimed to encourage public sector organisations to publish standards and to be accountable for them.

The Charter Mark has now been replaced with the Customer Service Excellence Standard which we achieved in 2011 and 2014. We are current holders of this award.

This award assesses the performance of public services in making changes and improvements driven by customers, patients or service users in areas that are important to them.

The five criteria against which the intensive care unit was tested during a two-day visit by an assessor included customer insight, culture of the organisation, information and access, delivery and timeliness, and quality of service.

The unit produced a portfolio of evidence measured against each of the five criteria and then the assessor took time during his visit to interview patients, relatives and staff to check that what was written on paper in the portfolio was reflected in practice.

The assessor identified strengths of the intensive care unit including:

  • A holistic approach to patient care by considering all the factors which could improve care
  • A multidisciplinary approach to making suggestions and taking decisions rather than a ‘top down fait accompli’ approach
  • The determination, professionalism and loyalty to the unit of staff who are are proud of their work and clearly put patients and their relatives first
  • Focus groups that enable ex-patients and relatives to talk about their experiences on the unit—these groups help identify many improvements

Areas for development identified by the assessor included:

  • Developing a more user-friendly philosophy of care by agreeing five or six key statements and displaying these at the entrance to the unit
  • While adhering to the Trustwide approach to handling complaints, staff should try where possible to take greater ownership so that aspects of timeliness, promises and protocols are adhered to
  • Celebrating and promoting success and performance through the unit's newly revamped section of the Trust website

Visiting times

Max 2 visitors at one time 

Contact information

Intensive care unit (ICU)
5th Floor, Lift Bank B

Chelsea and Westminster Hospital
369 Fulham Road
SW10 9NH

Jane-Marie Hamill
Clinical Nurse Lead

T: 020 3315 8516



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