ANTWERP DENTAL GROUP IS THE FIRST DENTAL BUSINESS TO BE AWARDED THE NATIONAL CUSTOMER SERVICE EXCELLENCE STANDARD
The Customer Service Excellence Standard aims to make a tangible difference to service users by encouraging organisations to focus on their individual needs and preferences, and it tests in great depth those areas that research has indicated are a priority for customers.
To achieve the Standard, the Antwerp Dental Group, which has seven practices across Cambridgeshire, Hertfordshire and Suffolk, had to demonstrate to an independent assessor their attention to delivery, timeliness, provision of information, professionalism, the culture of the organisation and staff attitude, as well as developing customer insight, understanding the patient’s experience and robust measurement of service satisfaction.
Raj Wadhwani, Clinical Director of the Antwerp Dental Group, said ““Our people work extremely hard to deliver good care and the Customer Service Excellence standard has proved a tremendous tool in driving improvements in the quality of our patient care. I am immensely proud of all of my team and the hard work that they have demonstrated not just in achieving the Standard but also the commitment that they show on a daily basis.’
Fiona Stuart-Wilson, dental business consultant with UMD Professional, said, “It was a great pleasure to work with the Antwerp Dental Group on their journey to achieving this important Standard and their achievement is a tribute not just to the Group’s high standards but also their obvious commitment to ongoing quality improvement. The links with CQC requirements and concepts are very strong and I hope many other practices will decide to work towards the Standard and gain similar benefits.’