This fantastic new case study from Croydon Health Services NHS Trust shows evidence of a fundamental shift in the quality of patient care, culture, and operational performance over the past four years.
John Goulston, Chief Executive decided to adopt Listening into Action (LiA) at CHS in 2012. This decision is a 'bungee jump' moment for any Trust - a leap of faith that pays off if you stick to the formula and give it your unwavering commitment.
In 2012, this Trust was in a difficult and challenging place. Today, patients comment on how safe and well cared for they feel, staff retention levels are up, sickness levels are down, there are endless stories about measurable changes made by teams to improve patient care, junior doctors say it is a great place to work, and leaders are connected around the journey they are on to make CHS brilliant.
More than 80 Trusts have been adopting LiA across NHS England in the past four years, with new cohorts starting soon. LiA is everyone's business in a Trust - there is no 'project team' or 'programme office', there are no Project Initiation Documents or Business Cases. It's about galvanising the enthusiasm, talent and will of ALL staff, giving them permission to act on their good ideas, getting on and making the changes we know will improve patient care, and removing day-to-day frustrations so that everyone can get on and do their jobs.
The impact - as you can see from Croydon Health Services NHS Trust - is clear.
Contact details for further information are included in the case study. We would be delighted to chat about any aspect of this, as would John and his team.