Everything is as it should be.
All the components that make a good customer experience are working together today and I am having a good experience.
Not least because I am traveling back to the Metropolis from Nottingham - from the six monthly #JustDoIt awards.
At the awards event I met engaged staff who felt valued and empowered, volunteers and patients who actively support the day to day work of the Trust, a Board who really do support and value staff and actively encourage and empower the frontline to make changes (no command and control here) , a Chief Nurse who understands that care costs and safe staffing levels are essential and a Charity which have totally bought in to the process and supports the #JustDoIt service ideas.At Nottingham University Hospitals improving quality and patient experience is at the forefront of what they do everyday.
You might say that the same can be said for every hospital and trust - but I'm not so sure about that.
I think Nottingham is an exception not the norm. Why do I say that?
Because they have realized that they are stronger together........ every component in the process is on board and working together to make change happen, to improve the patient experience.
Frontline staff feel empowered to make changes and they do it ......... a lot.
They share their ideas and solutions , they are proud and feel valued and other staff within the Trust are energised and they want to do it too.
The Board does what it says it will do, it empowers staff to #JustDoIt , and it really means it.
An active Hospital Charity, funding (quickly and without a 7 page business plan) front line changes to make a difference to patients.
All of these components are essential and together they can make a huge difference.
All of the #JustDoIt award winning ideas were brilliant and over the next few weeks we will be showcasing these new and innovative #JustDoIts.
What was my highlight from the day, my take home message?
If you need proof that working together and valuing your staff improves the quality and cost effectiveness of patients experiences go to Nottingham because ......
We really are stronger together