Upload
turner-ligon
View
218
Download
3
Tags:
Embed Size (px)
Citation preview
The secret of our successLinking staff wellbeing to patient experience
Barbara Wren, C. Psychol., Consultant Lead Psychologist in Staff Experience, Kings Fund Faculty and Royal Free Hampstead NHS Trust
In brief…..• What do we know?
• Link between staff and patient experience
• Why do we forget what we know?
• What do we need to do?
What do we know about staff experience?THE JOB INDIVIDUAL MANAGEMENT TEAM ORGANISATION
Demands Fit Style Role clarity
Culture
Control Physical Health
Skills Cohesion Structure
Support Psychological Health
Pivot Position Climate
Role Cognitive Style
Emotional intelligence
Task focus Strategy
Relationship Resilience Authority /power
Manage process
Survival
Change Work/life balance
Conceptual understanding
Manage difference
Ambiguity
The context• Objective increase in level of demand• Pace of change accelerated and less controlled• Levels of uncertainty and anxiety increased• Organisational commitment reducing?• Psychological contract breaking?
• Unique context 2010 to 2011/life of this programme
• Cuts and job losses• Safety reduced• Background of economic instability
“Surviving not thriving…..”
Linking staff and patient experience
•Connection
•Compassion
•Control
•Coherence
•Creativity
Coherence, Creativity and Contact
Split contexts: Why do health care organisations keep
forgetting the secret of success…• Paradoxes and ambiguity: individual or organisational problems?
• Process or content
• Task or relationship
• The patient or me?????!!!!
Saying one thing but doing another…….
Protecting staff
• Clarity
• Consistency
• Processing
• Sanctuary
• Resilience
• Teamwork as solace
Some of the qualities to preserve• Empathy
• Engagement
• Expectations (met)
• Esteem (preserved)
Designing interventions• Flexibility
• Creativity
• Formulation
• Fit