Moorfields Private wins Hospital of the Year in Patient Voice Awards

Moorfields Private, part of the Moorfields Eye Hospital NHS Foundation Trust, has been named Hospital of the Year in Doctify’s 2023 Patient Voice Awards. The ophthalmic care provider, which has a clinic in the Harley Street Medical Area, was honoured for its use of patient feedback to enhance services, build trust, foster transparency and place patient voice at the heart of its approach.

Moorfields Private offers every patient the opportunity to provide anonymous feedback via Doctify, through publicly available reviews and patient surveys. The results are shared monthly with every member of the team and each department has an action plan to improve services based on patient feedback. Some of the changes implemented based on patient feedback include:

— Improving both the inpatient and day patient food menus
— Offering patients the option of in person pre-assessment appointments on the day on initial consultation
— Rewriting the telephone menu so patients can find the right department more quickly
— Updating the pre-admission patient information

The Doctify judges noted that Moorfields Private collected more than 2,000 reviews in a single year and responded to 99% of patient feedback, while establishing an effective process for sharing patient insights across the organisation.

Dr Stephanie Eltz, CEO of Doctify, said: “Moorfields Private has truly stood out in the Patient Voice Awards, exemplifying their dedication to trust, transparency, and using patient feedback to improve their services. Right from the start, Moorfields Private has led the way in embracing patient reviews, setting a high standard. This award is a testament to their commitment to listening and improving, establishing them as true leaders in patient-centred care. We hope this recognition will inspire others to seek and utilise patient feedback to enhance healthcare even further.”