Patient Care Programme
nhs trust the hillingdon hospitals
Context
The Hillingdon Hospitals NHS Foundation Trust is the NHS trust responsible for the healthcare services provided at Hillingdon Hospital and Mount Vernon Hospital. It has over 3,500 members of staff.
Challenge
They required workshops that focused on the Trust’s values and behaviour framework – CARES.
This is the framework the Trust expects all front-line staff to demonstrate. And they wanted the workshops to ensure the staff left knowing what they could do personally in order to better a patient’s experience.
The Solution
Alchemist designed and delivered an Awareness Raising workshop to all front-line staff. This workshop challenged the negative thinking around customer care, and celebrated best practice where it existed.
To ensure the CARES values were embedded the stories told in workshops by actor-facilitators were both moving and recognisable. Participants were emotionally engaged with the learning and felt compelled to change their communication style and strategies as a result.
Actor-facilitators also allowed staff to practice holding difficult conversations with them, and received expert development feedback on their abilities. Before encouraging them to try again and implement the learning.
The impact
The Hillingdon Hospitals NHS Foundation Trust had a 96% reduction in complaints about staff attitude as a result of the workshops.
There was also a 66% improvement in patient experience scores. And 85% of participants rated the training at 4 out of 5.
