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Thursday, 24 May 2012

Profoundly simple ways to improve

My current work with people with diabetes and health/social care staff has kept me alert to 'twitter' postings about 'engagement' issues. 

One such post led me to The King's Fund report 'Leadership and Engagement for Improvement in the NHS

''NHS leaders favour ‘pace-setting’ styles focused more on the delivery of targets than engaging patients and staff.

The business case for leadership and engagement is compelling: organisations with engaged staff deliver better patient experience, fewer errors, lower infection and mortality rates, stronger financial management, higher staff morale and motivation and less absenteeism and stress.

Patient engagement can deliver more appropriate care and improved outcomes."

When working with senior public service leaders, I too have noticed just how 'task driven' they are. Their eye is always on the next thing to do.

It is ironic that their proper desire to deliver the best services is undermined by their own busyness. It is doubly ironic that what would improve their ability to deliver better services is right under their noses - the knowledge, experience and ideas of staff and patients (or clients or customers in other settings).

In designing interventions aimed at reducing the number of people with diabetes who lose their sight, I have been working with patients and staff.

If anyone had been listening in to the conversations with the two groups of patients, they would have been surprised by the simplicity of those conversations. Yet the insights that came out are profound. 

I was delighted to have this verified when watching a video Dr Fogg, a Stanford University scientist. He was talking about the psychology of persuasion in behaviour change. His formula exactly matched the insights from the patients' groups. You can read more about this on the blogsite for the work:

So if you can't afford world class academics or consultants to help you improve your business, just listen to your people!


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