Published: Friday, January 13th, 2012

National Waiting Times Centre is finalist in Patient Experience Network awards


The NHS National Waiting Times Centre (NWTC) has been named as a finalist in the Patient Experience Network (PEN) National Awards for 2011, the only dedicated national awards for healthcare organisations working to improve patient experience.


Jan 13th 2012The NWTC’s Volunteer Support for Sensory Impaired Patients programme has been recognised in the awards’ Environment of Care category.


As part of the programme, two fully trained volunteers have been appointed to assist patients and carers attending the Golden Jubilee National Hospital who suffer from hearing impairment.


 Since the programme began in 2009, the volunteers, who both wear hearing aids themselves, have developed their roles and now are responsible for:

  • providing information, advice and hearing aid maintenance to patients, carers and staff;
  • inspecting the NWTC induction loop systems;
  • training staff on how to better communicate with those who have hearing impairment; and
  • raising awareness at external events.

As part of the programme, the NWTC has set up links with Action on Hearing Loss Scotland (formerly the Royal National Institute for Deaf People), who provide the volunteers with training on the latest audiology equipment and techniques.


Involving People Manager, Nada Kadhim, says: “We are delighted to have been selected as a finalist. Our sensory impairment volunteers are such a wonderful source of support to staff and patients alike and this programme has received some fantastic feedback.


 “Once again our volunteers have done us proud and it is great to have their achievements recognised with a PEN award nomination.”


Delia Henry, Director Action on Hearing Loss Scotland added: “We are happy to be piloting this innovative project in partnership with the NHS National Waiting Times Centre at the Golden Jubilee Hospital.  For people who are deaf or hard of hearing being able to communicate clearly with staff and carers is crucial and we are delighted at the contribution being made by our volunteers.


“One in six people in Scotland are deaf or hard of hearing and being able to access health services in an environment where staff can meet their needs by communicate clearly is vital.”


The winners will be announced on 18 January 2012 at the PEN Best Practice Conference in Birmingham.

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