Serco Business Nobody is Just a Empowering Support
Serco Business Nobody is ‘Just a. . . ’ Empowering Support Staff Cathy White, Serco Cares Manager @Serco. Health 1
Serco Business Serco Cares How can our staff assist in delivering better health outcomes? Starting point • Large frontline workforce that spend time around patients • Address the challenge of ‘race to the bottom’ Approach Desk based research In context research (gather the facts / engage with staff) Service design based on evidence, but within constraints of a healthcare environment 2
Serco Business The evidence base underpinning the programme • Social support and short interactions linked to positive mental attitude (PMA) • PMA linked to recovery • The hospital environment can be intimidating and tedious for patients and their families • Clinical staff under increasing pressure • Our staff may have as much and sometimes more contact with patients • They can be seen as more approachable • Staff satisfaction and engagement linked to positive health outcomes • Cultural and attitudinal change among staff at all levels is a way to overcome some barriers to more efficient hospital service 3
Serco Business Opportunities Care, Environment & Value Better care Conclusion: • Contribute to positive mental attitude • And a positive patient, carer and visitor experience Our staff have the opportunity to make a real difference to how patients are feeling Better environment • Improve engagement with clinicians • More joined up care on wards • Reduced system hierarchy Outline solution 1. 2. Better value • Influence ward efficiency • Increase staff engagement and retention • Reduce sickness and absence 4 3. Something to change mind-sets Vocational ‘nudge’ – acknowledging the importance of the roles of our staff Needed to feel different to ‘normal’ corporate initiatives
Serco Business The Emotional Pull Being proud that we care • Serco Cares is about connecting with the emotional side of working in a hospital and celebrating the impact that caring has – every day and across all our staff • It’s cultural, attitude and behavioural change • And it’s different to ‘training’ – if it feels like Stat and Mand …. FULL ROLLOUT 5
Serco Business Goals of Serco Cares How our staff undertake their roles and interact with patients can affect how patients feel • Help our staff realise the impact their actions have on a patient’s hospital experience • Celebrate the positive contribution they make to the day-to-day running of wards and hospitals • Upskill them to build confidence to go the extra mile and make a difference • Improve the service we provide to patients, visitors and our NHS colleagues and clients by asking the experts • But not to alter the roles of our team or to tell staff how to do their job 6 • The programme is appropriate to our culturally diverse workforce • It’s attitudinal, behavioural and cultural change
Serco Business Serco Cares – designed for healthcare To many patients our staff represent the NHS and we want them to care as much as you do – so Serco Cares is a core part of our strategy ü Creating an emotional pull ü Core themes ü Leaning objectives We encourage our staff to adopt a different way of thinking about their role and the impact they have, not just focusing on the delivery of their core tasks Replacing I’m just a porter / domestic / housekeeper with I’m part of the patient care journey 7
Serco Business Serco Cares Workshops What are they? What they are 8 And what they’re not • 4½ hours across three sessions • Telling staff how to do their job • Evidence based • Standard training • Bespoke to a healthcare setting • Boring • Relevant to new and long-serving staff alike • Participation isn’t standard ‘role play’ – it’s fun and painless • Opportunity to meet colleagues from the wider Serco team • Anything to be nervous about • Lively and interactive • Empowering, interesting, innovative • Thought-provoking • Mandatory for everyone • Well received by staff
Serco Business Enhancing the service we provide The way we provide facilities management services is just as important as what we provide Benefits for patients, carers and visitors • • • Benefits for our clients and their staff Increased opportunity to feel more positive Positive mental attitude can contribute to reduced length of stay Enhanced patient, carer and visitor experience Benefits for our staff – a place people are proud to work • • • Staff that are empowered, motivated and clear about their responsibility to make a positive impact; go the extra mile and make a difference An understanding of the impact of their actions, and the difference they can make An engaged workforce Happy staff, happy patients Identifying and implementing ideas for improvement Improve our support in providing timely, high quality, safe and effective patient care through: • Closer collaborative working and mutual respect • Effective and appropriate communication • Influence ward efficiency – releasing clinical time and potentially contributing to improved recovery times • Greater emphasis on Care Governance (clinical governance) • Close working relationships increases safety, reduces risk and creates positivity for patients, carers, visitors and colleagues 9 Serco Internal
Serco Business Making Serco Cares part of our DNA Working groups at contracts • • • Our staff are the experts. Their experience and passion means they have ideas on how to improve patient experience and wellbeing Serco Cares workshops gives them a voice to make suggestions Serco Cares Working Group provides a process for them to get involved in implementing them Working Groups are: • • • 10 Held at least monthly Frontline lead, management enabled Run by a Serco Cares ‘Influencer’ Client involvement is encouraged Central support and guidance is provided for setting up and running an effective Working Group
Serco Business Achievements to date A place people are proud to work • Staff led working groups at every Serco Cares enabled sites – workshops are just the start • In excess of 2, 000 ideas generated, work to implement is ongoing • 100+ ideas implemented and 60+ being worked on Executing brilliantly • Over 4, 700 staff completed Serco Cares workshops across 15 sites • Marked increase in logging care governance issues • First three contracts saw noticeable increases in customer and staff engagement • Positive feedback from both operational clients and academics 11
Serco Business The impact on attitudes “It’s not medical, it’s not surgical, but it is care …… I may not have [clinical] qualifications …. but I’m making sure the patient is OK. ” Graham, Porter Client NPS 8. 4 9 7. 4 % positive across 12 sites 8. 6 8. 3 7. 0 7 7. 6 • • • Site 1 Site 2 2017 Site 3 The workshops have increas. . . 85 2018 Puts process excellence, public service and human dignity at the heart of Serco’s business Puts the dignity of the worker at the heart of its design, which is very rare indeed Differs fundamentally from other ‘customer-service’ type training – its focus is authenticity rather than acting Is a powerful statement that public sector ethos has a role in contracted services Dr. Steve New, Associate Professor of Operations Management, Saïd Business School, University of Oxford 12 91 5 I am incredibly impressed by what you've done in the Serco Cares programme. It is truly astonishing • I am now more likely to repo. . . The workshops have shown. . . 94 I will use what I learnt durin. . . How likely are you to do thin. . . 96 88 Likely to recommend worksh. . . 96 90
Serco Business 360° feedback and endorsements From our clients • ‘Serco Cares is an excellent program which has had a positive impact on the patient and staff experience within UHW. Serco staff actively listen to our patients/staff and know what really matters to them. This is hugely important to us as a “team” and links in with our NHS Lanarkshire core values. … Improving the patient experience/ journey in any way is fundamental to our care delivery every day and this program enables this continual improvement”’ Anne Leitch, Chief Nurse, University Hospital Wishaw From our staff about the workshops From others • ‘Very useful information, made me think about my role more’ • ‘Making people understand it's more than just a job’ • ‘Made you think that what you do matters to people. The fact that you care makes people's stay in hospital better’ • ‘It was fun. Made a change, I've never had anything like this before’ • ‘The importance of what we do on a daily • ‘We matter to patients and visitors just as much as everyone else’ basis without realising the positive effect it has on patients. The little things that make a big difference to patients’ Serco Cares was featured in the ‘Delivering above and beyond’ section of the Serco People Report 2018/19 13 • A Healthcare Environment Inspection audit said the programme brought evidence of a “positive culture change and ethos between clinical and non-clinical staff never perceived before. ” • Whipps Cross CQC inspection observation noted: “Patients and relatives described non-clinical sta� as very caring, friendly and welcoming. Patients told us they had built positive relationships with housekeeping and catering sta� and that they looked forward to talking to them every day. This provided patients with companionship and reduced the risk of social isolation. ”
Serco Business Conclusion • Positive contribution to the experience of coming to hospital – for patients, carers and visitors • Closer working relationships • It may be challenging to measure the impact it has on patients and visitors, but we know it’s the right thing to do 14
Serco Business Questions? ? 15 ? ?
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