I had the privilege of leading the programme that took University Sussex Hospitals to the finals of the UK Customer Service Awards 2025 in the prestigious Best Customer Service Partnership category.

This recognition placed us in outstanding company, alongside some of the UK’s most respected organisations including Market Harborough Building Society, first direct, and the Lowell Remediation Team. Being shortlisted alongside such well-known names is a powerful endorsement of the scale, ambition, and impact of the work we delivered.
The programme was designed to address key challenges in patient experience by fostering close collaboration between internal teams and external partners. We focused on co-creating practical solutions that directly responded to the needs of those using our services. Through detailed research, service analysis, and regular stakeholder engagement, we were able to shape a service delivery model that placed patients firmly at the centre.

Every element of the initiative was built on a clear strategic foundation. From early discovery through to implementation, we ensured strong communication, shared accountability, and a focus on outcomes that would create real and lasting value. The launch was carefully planned, enabling smooth integration into day-to-day operations and ensuring sustainability from the outset.

The results were significant, with measurable improvements in access to care, patient satisfaction, and service efficiency. Most importantly, this work has created a blueprint for future collaboration, demonstrating the power of partnership in delivering truly outstanding outcomes.

Being recognised at a national level confirms the impact of our efforts and highlights what can be achieved when people and organisations come together with a shared purpose.