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 catering, cleaning, portering and security, as well as front of house and back of house teams, 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 is now successfully embedded within NHS hospitals, where patient satisfaction scores have improved through 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.
Insight that improves care
Every detail matters in healthcare. Our patient observation solutions provide real-time monitoring and accurate reporting to ensure safety, comfort, and clinical excellence.
From vital signs tracking to behavioural assessments, we empower caregivers with actionable insights that support timely interventions and better outcomes. Because when observations are precise, care becomes proactive.
