Yorkshire first for Keighley surgery welcome

Keighley News: Ken Hargreaves, chairman of Holycroft Surgery’s patient participation group, and Joanne Towers, the surgery’s customer-services manager, with the Customer Service Excellence plaque Ken Hargreaves, chairman of Holycroft Surgery’s patient participation group, and Joanne Towers, the surgery’s customer-services manager, with the Customer Service Excellence plaque

A Keighley GP practice has become the first in Yorkshire – and only the third in the country – to be awarded a Customer Service Excellence standard.

Holycroft Surgery – part of NHS Airedale, Wharfedale and Craven Clinical Commissioning Group – was praised by assessors for its “warm and welcoming” atmosphere.

Joanne Towers, customer-services manager at the surgery, said: “This is a great achievement and we are all extremely proud to be recognised for our commitment to put patients at the centre of everything we do.

“All staff encourage patients to get involved with the practice – this is really important to us and we’ll continue to move forward with our innovative ideas to increase engagement.”

Ken Hargreaves, who chairs Holycroft’s patient participation group (PPG), said: “A key area highlighted during the assessment was the PPG. This shows how patients are actively involved.

“We aim to make sure patients’ views are taken into account but it doesn’t stop there. Our members are often in the surgery, helping patients and making their experience of the NHS better.”

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