DELIVERING PATIENT EXPERIENCE EXCELLENCE
Applying Emotional Intelligence and Positive Psychology to our Patient Care to achieve better outcomes.
When Clinical Intelligence meets Emotional Intelligence
Hamlet once said “We are living in extraordinary times and extraordinary times require extraordinary measures”. Although this statement is now 400 years old – it is probably even more relevant today than it was in Hamlets’ time; and never has the Health Care Sector seen such extraordinary times as these we are living in today.
Recent events have proved that even Hospitals are not immune from the pressures of the economic climate and the bastions of the NHS are now being threatened by a surging tide of Private Health Care organisations springing up offering a competitive service.
I dare say that Hamlet never had to find £22bn of Operational Savings or go cap in hand to the Government of the day for a further £8bn…or even worry about a 5 Year Forward View (5YFV).
Hospitals and Trusts in serious debt, investigations into poor practice, the patients now having a greater choice of where they get their health care, chronic under-staffing, on-going legacies of the Covid pandemic issues, increasing pressure to achieve Government targets etc – all seem to describe the “extraordinary times” in which we are living … which is why…we need strategies which will create “extraordinary measures” in order to thrive in such extraordinary times.
Empathy & Compassion
Even King Charles has recently suggested that… “Doctors must learn ‘Care and Compassion’. The Health Service must listen to its patients and be more caring.” This inevitably raises the question: “Are we doing enough to ensure there is sufficient empathy and compassion instilled throughout training in medical schools and in later hospital training?”
And, in an unprecedented move, the Chief Nursing Officer for England said; “Nurses will now be formally judged on the compassion they show in treating patients with dignity and respect”.
Extraordinary Measures Strategies
Our range of Workshops have been specifically tailored and designed to deliver “extraordinary measures strategies” to the Health Care Sector in order to achieve Patient Experience Excellence in our Hospitals and Care Homes and to ensure that our Health Care and Patient Care Professionals adopt the correct “Winning Attitudes and Behaviours” to embrace the current challenges, whilst increasing their Patient Focus and Patient Compassion.
TESTIMONIALS
To increase Customer / Patient Satisfaction Levels across all Wards and Departments within the Birmingham Children’s Hospital. Mobile Team Challenge were the sole provider of this training – initially with the Outpatients Department and then Accident and Emergency and then several more departments within the Hospital before it was taken up across the whole of the W. Midlands.
We have now trained over 500 personnel within BCH, as well as over 600 personnel in NHS Chelsea and Westminster Hospital (and approximately 4,000 Nationally). Both projects were identical – the objective was to raise the Patient Experience to one of Patient Experience Excellence by “Doing it like Disney!”. This was carried out by way of 1 day highly interactive workshops with the delegates creating the “perfect Patient Experience Excellence” using the Disney Creative Strategy and then they turned the “dream” into reality with each workgroup creating their own vision (which aligned to the overall vision of the NHS Trust).
Following a Care Quality Commission Audit of Birmingham Children’s Hospital 3 months after our Customer Service Experience Workshop, the CQC awarded it the HIGHEST grade than any other Hospital – “Outstanding”.
Dear Barry, I probably ought to be lodging a protest! Since the training course, I have had a steady stream of staff at my door. Each and every participant spontaneously felt that they ought to come individually and tell me how fantastic your course was! They felt really motivated, learnt a lot and really enjoyed the day. I can see that you may become a regular feature of the training of the pharmacy department!
Thank you (Chief Pharmacist and Head of Medicines, Birmingham Children’s Hospital NHS)
“Received great feedback again – you are REALLY making an impact and it is fab” (Team Leader: Professional Education & Corporate Learning, Education and Learning Team, Birmingham Children’s Hospital)
“Best Training EVER!” (Senior Pharmacist, Birmingham Children’s Hospital)
“I AM SO MOTIVATED!! … I hope my colleagues are too! 🙂” (E-Learning Supervisor, Birmingham Children’s Hospital)
“Amazing day, the best training session I have attended in a long time. Look forward to putting my learning into practice. I feel much more focused” – (Clinical Lead, Birmingham Children’s Hospital NHS Trust)
“A VERY motivational and inspirational day…” (Divisional Director of Operations for Clinical Support Services at Chelsea and Westminster NHS)
“Fantastic – very motivational…” (Lead for Patient and Staff Experience. Chelsea and Westminster NHS)
“Absolutely amazing experience/training…” (Service Improvement Lead, Chelsea and Westminster NHS)
