These awards and accolades owe a lot to the real-life Sir Lancelot Spratts of this world. We regularly came across such men when we were trainees and we set out to create a service that patients would love and Sir Lancelot would hate. If you have who have spent time in hospital recently you may well have seen ward rounds run by consultants who still think Sir Lancelot was right. For those who haven’t come across Sir Lancelot, there is a YouTube clip below.

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Chronology

1996 First NHS patient-centred angina clinic

1999 Guideline selected as a key piece of work by the European Society of Cardiology scientific committee and described by the President as, “one of the most important developments in European cardiology for the decade”

2000 Overall Regional and National Nye Bevan Awards for Innovation and Modernisation

2002 Overall NHS Hospital Doctor Team of the year award

2002 “I believe that the patient centred treatment approach being offered [at NRAC] presents a real alternative to other forms of treatment including revascularisation, catheterisation and other invasive procedures including the high cost treatments such as DES [Drug Eluting Stents]” …“The economic savings and impact on activity and waiting list targets have the potential for efficiencies and modernisation.” Northwest Cardiac Services Specialist Commissioner

2003 National NHS Health Service Journal award for Patient Safety, Highly Commended

2003 Management Today/Unisys Service Excellence Awards, Highly Commended Small Business

2003 NRAC’s approach to patient engagement in service design described as, “something from which the rest of the NHS could learn” CHI

2003 “NRAC leads the way in modern NHS management” Nigel Crisp, NHS Chief Executive

2006 “I heard Mike [Chester] present at Harrogate and have also discussed with Ian Rutter and others the underpinning evidence.  This is deeply impressive work which could generate substantial benefits in terms of improved patient care and value for money.  In my view, it would definitely be worthwhile meeting up with Mike with a view to publicising his work more broadly.” Bob Ricketts to Duncan Selbie, NHS Director General

2007 Finalist Sunday Times/Pipex UK Customer experience Awards

2007 Sunday Times/Henley management college Customer Experience  Leadership award

2008 “The ongoing development of the NRAC as a national and international centre of excellence for the treatment and management of refractory angina means that we have not only the best possible service to which people in this country can be referred for that condition, but a blueprint for the development of other such services elsewhere.” Undersecretary of State for Health, Parliamentary Adjournment debate

2009 UK Customer Experience award: Best Small Organisation

2009 UK Customer Experience award: Best company for Strategy and Agility

2009 UK Customer Experience award: Best overall organisation

2009 ‘NRAC is the NHS experience that the patient has been waiting for. The Secretary of State for Health recently said, “We must step back from measuring everything that moves to measuring less but with a relentless focus on what matters: clinical quality, patient safety and, particularly, patient satisfaction with services.”  There can be no better example than NRAC  for realising that ambition.’ Chair Customer experience awards judging panel

2010 NRAC’s patient-centred care model selected as an exemplar by Picker Institute and DH