Personalising the Service ‐ Quality in Action

Like quality management, personalising the service is about changing the organisational culture. Experience of Trent Health′s Personal Service Initiative has identified subtle but crucially important changes in the ways in which staff and managers think and act. This may not in itself be culture change but action of this kind is seen as an important step along this road. The lessons of successful personal service are identical to the principles of quality management. The strength of the regionwide initiative is that these lessons have been learned through action. Our personal service experience is now underpinning the work which units are doing on quality. The personal service message is important in communicating commitment to quality achievement. It is a simple common goal for the whole organisation which generates the level of enthusiasm and action which turns quality into reality.