Between April 2020 and 2021, NHS Hospital and Community Health Services received 83, 899 total complaints, 18% of these concerned issues with communication. [1] In order to deliver patient care, trusts need to improve communication between leaders and staff in addition to patients.

Scott Deacon is the Clinical Director of Outpatients for University Hospitals Bristol and Weston(UBHW) NHS Foundation Trust, Clinical Director of Bristol Dental Hospital and the Clinical Lead for UBHW with a new system-wide Outpatient Antimicrobial Therapy service across the local health region. Within his trust, Scott also plays an active role in customer service where he is helping to develop a customer service program for staff with the Transformation team.

How-to-Lead-Listening-to-Staff

[1] NHS Digital, Data on Written Complaints in the NHS 2020-21, (2022)

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Between April 2020 and 2021, NHS Hospital and Community Health Services received 83, 899 total complaints, 18% of these concerned issues with communication. Scott Deacon, Clinical Director of Outpatients for University Hospitals Bristol and Weston shares with us an infographic on the importance of listening in leadership within the NHS.

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