Every moment matters
We believe that patient experience is shaped by every interaction, not just clinical care. From a kind word to a well-served meal, each moment contributes to how people feel during their hospital stay.
To help our teams bring empathy and warmth into every experience, we’ve introduced Positive Impressions, a people-first framework designed to make patients feel valued and supported.
Building a culture of care
Positive Impressions is a culture and training framework developed to boost patient satisfaction across our NHS partner Trusts. The framework empowers over 10,000 Medirest colleagues working in front of house and reception roles, as well as back of house teams such as catering, cleaning, portering, security, store and kitchen staff, to deliver service with care, empathy and respect.
Originally created within Compass’ US healthcare business, Positive Impressions has been successfully adapted for the UK since 2019. It has already been trialled in NHS hospitals, where patient satisfaction scores improved thanks to greater engagement and more thoughtful service delivery.
Turning values into action
The programme combines training, coaching and feedback to help colleagues see the difference they make every day. Through classroom sessions, refresher courses and on-the-job support, our teams are given practical tools to deliver the highest standards while staying connected to the patient.
Every site and service is different, so Positive Impressions is always tailored to fit. For example, in acute NHS settings the focus may be on supporting smooth patient journeys and reducing stress at key moments, while training in mental health hospitals reinforces that colleagues are working in people’s homes.
Leading with heart
Led by Head of Patient Experience, Stacey Dobson, the programme is supported by a community of Patient Experience Managers and on-site ambassadors who champion compassionate daily care. In partnership with clinical teams, they’re shaping a culture that celebrates colleagues and strengthens the connection between teams and patients.
Our experts
Every hospital we support gains a powerful extension of its team from our dedicated specialists who oversee every aspect of service delivery. From expert dietitians and nutritionists to leaders in sustainability, security, and health and safety, our subject matter experts bring invaluable knowledge and experience. Their insights, skills and partnership add exceptional value, elevating standards and outcomes for all.
Awards and recognition
When values are put into practice, the impact is felt by patients, partners and colleagues alike. The way our teams deliver care, empathy and consistency across NHS sites has been recognised through industry awards and sector-wide initiatives that celebrate excellence in healthcare support services.
