Holly House becomes first UK hospital to receive Worldhost Business Status


WorldHost is a nationally recognised badge of excellence for customer service and was introduced to Britain in 2010 to support businesses in the lead-up to the London 2012 Olympic Games and Paralympics.

It is quickly becoming a gold standard in training for businesses and Holly House Hospital has become the first business in the UK to introduce it to clinical staff, including nurses and healthcare assistants.

Luis Pedro, General Services Manager at Holly House Hospital, said: “We are very pleased to have achieved this status as it means our patients are being given a very high level of customer service and we have a consistent standard of practice across all staff – clinical and non-clinical.”

To achieve WorldHost Recognised Business status 50 per cent of all staff who have contact with patients have to go through the training scheme, which covered different subjects such as hospitality, creating good first impressions, telephone manner and communication skills.

Luis added: “We are proud to be leading the way in excellent customer service in healthcare.  We want to bring consistency to our customer service and give our patients even better care and this status is recognition of our high standards.  Our aim is to give a service that is similar to a five-star hotel approach.  It is very rare for clinical staff to receive customer service training despite the fact that they deal with patients all day – but this new training shows Holly House is raising the bar in healthcare.”

Phil Bates, Hospital Director, said: “We already give our patients a fantastic service because we pride ourselves on looking after our patients as we would a member of our family.  But this new status enforces our commitment to take our care on to the next level.  We are dedicated to providing the best possible care and along with our recent £20 million redevelopment we are at the forefront of modern medical care.”

WorldHost customer service training has been used to train over one million people worldwide, including tens of thousands of volunteers and staff at the London 2012 Olympic Games and Paralympics, who were widely praised for the fantastic welcome they gave to visitors.

Originally developed in Canada for the Vancouver Winter Olympics 2010, it has now been adapted for businesses in the UK by the People 1st Training Company aiming to transform customer service standards across the UK.


Date: 18/04/2013