Working Together

Bedford Hospital NHS Trust has been providing healthcare services to people living in and around Bedford for over 200 years. Whilst they are proud of their history and heritage, they are also keen to embrace changes which benefit their patients.

As part of their commitment to improving healthcare services and standards, Bedford Hospital commissioned Juice Learning to design and deliver a series of live training sessions. The facilitator-led workshops were designed to create the confidence and focus in their management team, to make them even better equipped to identify and manage key behaviours which support the recently launched Code of Conduct, entitled “The Way We Work”.

The Challenge

We were asked to work with delegates from Bedford’s senior management team to address a series of critical questions that help define their approach to managing their teams to deliver Patient excellence:

1. What do I find challenging at work?
2. What stops me from delivering excellent Patient Experience day to day?
3. How can I positively influence the behaviour of others at work?
4. How can I feel more empowered to manage workplace stress and promote well-being?
5. How can I make a positive difference to the experience of colleagues, patients, relatives and others I come into contact with at work?

Our Solution

After spending time at Bedford, getting to know the staff and patients, we designed a thoroughly bespoke session which explored the key issues that affect all staff involved in implementing and managing the Code of Conduct. The sessions were interactive, engaging and through the use of live Theatre, exercises and discussions examined real, meaningful, work based scenarios in a safe environment. Practical methods were explored in relation to coaching, handling difficult conversations and the importance of a positive psychological contract with the individuals in their teams. The theatrical elements were carefully designed to provide a highly engaging stimulus for the delegates to explore the challenges they face, share their own experiences and develop the attitude and skills to overcome challenging situations.

During the course of the day-long sessions we focussed on a series of agreed objectives. These included:

1. To understand what an Excellent Customer Experience looks/feels like and why it is so important to staff, patients and service users
2. To recognise that it is within each individuals control to deliver excellent service at every interaction; even when challenged, tired or stressed
3. To explore how effective communication between teams impacts on well-being
4. To identify the difference between leadership and management
5. To identify the Values of the Trust and how they can be embedded in day to day interactions with colleagues and service users

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