NMUH worked in partnership with Juice to launch their “Making the Difference” programme, comprising of a series of engaging training sessions delivered to all of the staff throughout the organization.
Following the successful delivery of the training programme to over 2,100 of the trust’s staff between April 2010 and May 2011, an online survey was conducted with participants in July 2011. The Transfer of Training Evaluation Model (TOTEM) survey was designed to assess the transfer of learning beyond the “classroom” and the long-term effect on delegate behaviour. Despite the fact that some of the respondents were being asked to assess training that they had attended over a year previously The results indicated that 90% of respondents declared a change or transfer in learning, following the event, in their workplace behaviour.
Juice were asked to design and deliver a series of full-day training sessions which would be attended by all staff in order to equip them with the necessary skills and knowledge to deliver a first class experience for patients and their families.
A comprehensive phase of consultation helped ensure the key issues were identified and that the programme was designed to suit the Trust’s individual development needs. As a result, NMUH were clear that ‘traditional training’ would not produce the desired results.
The sessions designed by Juice therefore utilised a blend of live theatre, film clips, experiential activities and group discussions in order to give all staff a clear understanding of what makes an excellent customer experience and why it is so important to the success of the Trust.
Staff were encouraged to work together in a supportive environment to foster an understanding of how their own behaviour and attitude creates either a positive or negative customer experience through every interaction that they have, and powerful drama pieces were used to explore the meaning of “respect” in a diverse, multicultural community.
All participants were challenged to examine their own behaviours and commit to new, enhanced working relationships, both with colleagues and patients and to embrace their own personal responsibility in working together to achieve an excellent customer experience.
A total of 2,100 staff participated in the Making the Difference programme in two phases.
Pre and post course evaluations were completed ‘on the day’, and the feedback was extraordinarily positive (98% rated the event as highly enjoyable). Many delegates also sent unsolicited testimonials to express their thanks and describe the shift in their behaviour.
Examples of significant end of course self rating scores include;
An online survey was offered to all participants in July 2011 following roll out from April 2010. This survey was designed to assess the transfer of learning beyond the “classroom” sometime following attendance using TOTEM (Transfer Of Training Evaluation Model). The results indicated that 90% of respondents declared a change or transfer in learning following the event in their workplace behaviour.
Key areas for assessment included:
The findings from the 2010 staff survey also indicate that Making the Difference impacted on particular scores for those that attended the first phase.
"Very beneficial, I will recommend this training to every employee in the Trust"
"Juice Learning improved my understanding of circumstances, colleagues, and creating a better working environment for both patients and colleagues."
"Thanks to the Trust for this experience and personal development programme; it was unbelievably helpful, insightful and will make a massive difference to my behaviour, attitude and communication skills at work."
"It has been an eye opener and I can say I have benefitted from it enormously – I will always now put patient care first and support the needs of my colleagues."
"The Making the Difference programme has had a tremendous impact on our Trust. The energy, commitment and expertise from Juice Learning throughout the programme consultation, design, development and delivery ensured the delegates not only had a fantastic day but the objectives of the programme and impact on our culture were achieved. The 'buzz' around the Trust was immense with staff talking about 'being Juiced' with such excitement and value. I would wholeheartedly recommend partnering with Juice Learning."
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