John Nunn – Royal Cornwall Hospitals NHS Trust

John is an outstanding patient experience volunteer who coordinates our 40-strong team of patient experience volunteers. In just over two years, John has been instrumental in setting up a robust and comprehensive system of reporting real time patient experience feedback, both verbally and via a written report.

Additionally, John has created a reporting system which has proved to be invaluable in evaluating the impact that patient experience volunteers have. For example, to date, our patient experience team have undertaken approximately 2000 patient interviews and continue to support the Trust with the Friends and Family national benchmarking test.

John has become an invaluable member of the patient experience group which meets quarterly to direct the Trust’s patient experience strategy. He has carved a niche for himself and has become involved in clinical services surveys, helping to design questionnaires and assisting in collecting and understanding their feedback.

John is an excellent mentor for new patient experience volunteers and has built a particular rapport with our younger (16–25 years) volunteers. He and his volunteer colleague, Tanya Colley, have written a patient experience manual which is extremely helpful for new volunteers. John is patient with his volunteer team and always takes the time to debrief with the volunteers in order for them to share any concerns or difficult feedback.

John lives our Trust values and is keen to ensure that our patients and service users are treated with respect, dignity, compassion, courtesy and honesty. He is passionate to pass this message on to our volunteer team which he does extremely well. John has volunteered with us for two years and long may it continue.