M Russell / NHS Lanarkshire

Putting Service back into the NHS

Lessons from leaders in service provision

Once Upon a time…….

Nurses f

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ight chec

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patients

Helen Puttic

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7 Apr 2

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One third of patients encounter problems with

NHS One in three patients report problems with their

NHS care Carolyn Churchill  , The Herald

28 Jul 2009Almost one in three patients in Scotland

experience problems with their NHS care, but

it goes unrecorded because many believe

nothing will be done.

Foul-mouthed nurse could be struck off Apr 20 2011 by Shona Mitchell, East Kilbride News A FOUL-MOUTHED nurse who admitted abusing patients at Hairmyres Hospital could be struck off the nursing register

Help from Some Friends!!!!!

Think about the story you want to tell & be in control of your story”

Envision Orgsanise Engage Commit

“If you don’t create the culture your staff will create one for you which might not be what you want”“Value the staff rather than the infrastructure”Visible accessible leadership

Learning : Leadership

Envision

•Create the picture of what needs to happen and communicate with passion

•Involvement from all at all levels, robust partnerships all working to a common purpose•Clear role identity with clear responsibilities•Don’t Micromanage

“Catch them doing something right”

Engagement

• “Force the team to walk in the shoes of the people they work with” ( all levels in the organisation)

• Freedom to act

• “The extra mile is the part of the road most travelled!”

• Expanding the offering

Commit• Communication +++++++++++++• Measurement

– Listen & Learn– Measure & Act &Remeasure– Share, insights, Recognise & Celebrate

• Partnering– Seek internal experts & use them– Job shadow / cross train

• How does your behaviour impair employee behaviour– Accountability Partners– FEEDBACK++++++++++++++++++++++– Commit to results

• Legacy

Lesson : People management

“You can dream, create design & build the most wonderful place

in the world but it requires people to make the dream a

reality”Walt Disney

Recruitment & selection• Hire for attitude over aptitude• Give the recruitee as much information

as possible and as many opportunities as possible to self select out

• Casting• Place staff in roles where they can

flourish• Communicate the culture constantly

Induction &Development • Focussed on guest needs and exceeding

expectations • Reinforces the common purpose• Day 1 – Traditions -(induction) • Line of Business training – weeks 1 – 4 ( local

induction dependant on area• On the job training – “earning ears” coached /

accountability partners• Career management – onus on individual• Recognise performance & catch them before they

fall

Question

• Do our people come into work with the mindset which supports the organisations objectives?

• Are they the “cultural representative of the organisation? Profession?

Lesson Quality Service

• “Guests tell us what they want but we don’t often hear”

• Strategy – Exceed expectations

• Tactic – pay attention to details

Quality standards

• Common purpose• Quality standards used for all decision making

– SAFETYCOURTESYSHOW (performance, appearance, professionalism)EFFICIENCY

• Processes & systems should be set up to support the employees and the environment by eliminating barriers to Quality service

In order of decreasing priority

Disney Matter????• Do we:• Envision: What is NHS Scotland’s common purpose /

goal? • Organise: Are we organised to deliver it (environment,

quality standards, “cast”?)• Engage: Are people actively involved and feel ownership

of their contribution to delivery of common purpose• Commit: Are the right accountability measures in place to

ensure progress is made towards the common purpose?

• What is your personal Legacy to NHS Scotland

Every Leader is telling a story about what he or she values