Working with failing trusts, CCG’s to bring an evolution to patient and customer experience by putting people first.
Challenge
Develop a culture for the NHS across the Midlands and East which delivers exceptional customer care and patient experience, leading to the development and implementation of the Friends and Family to continue to drive and innovate the NHS across the UK
Solution
During this multi million pound 10 month project, I was the project management lead. In order for the revolution to be effective and long-lasting, the team developed from the “ground-up” and achieved through positive momentum rather than a fear of recrimination.
TMI (now SignalCX) worked closely and deeply with 5 hospital Trusts and 5 clinical commissioning groups (CCG's) to demonstrate efficacy and create “Early Adopters”.
To achieve this the team implemented an in-depth and robust transformation journey process of:
1. Scoping
2. Designing
3. Board Engagement
4. Immersion and Analysis
5. Development of Patient Leaders
6. Co-Production and Development of Tools
7. Culture Change in Practice
8. Development Days
9. Measure of Quality and Success
Results
In virtually just 3 weeks, TMI delivered 27 workshops, where 78 organisations took part in 102 modules. With an average of 61 participants per workshop we delivered to over 1700 module participants.
The result was the development of 5 modules packaged under the umbrella of Putting People First. These modules were aimed at a range of audiences from patient-facing teams to their managers to boards of Local Health Economies. These modules have been very well-received and highlighted the lack of cross-hierarchical development focussed on patient experience and critically, on managing and motivating patient-facing teams.
Overall 92.6% of respondents reported that the module content, relevance and facilitation was good or very good.
A Patient Leadership development programme was developed and delivered by the Centre for Patient Leadership.
Finally, a summary of best practice ideas from throughout the region have been uploaded onto the Putting People First website together with various other relevant resources. The exercise of promoting some of these ideas across the region have highlighted how very little sharing there is amongst teams across the region and is an area that needs to be significantly improved.
This project was recognised by No.10 Downing Street and led the business to win project work to support the London Olympics.
