Imperial College NHS Trust

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Imperial College required a large-scale patient experience programme for over 2,500 clinical and non-clinical staff from across the Trust’s five hospitals. Imperial wanted a highly engaging yet economic output creating a shift in survey results.


ACADEMY TOPICS DELIVERED

OBJECTIVES:

  1. To provide high impact on patient satisfaction

  2. To equip staff with the awareness of and skills to transforming patient experience

  3. To achieve a step change in survey results


Solution

The first step was to secure the commitment of the most senior post holders who would lead customer care development. Interact provided a skills master class during a conference to highlight the programme’s messages and training methodology.  Interact delivered further events for specific groups of staff, for example at an event for Health Care Assistants, Interact used drama and interactive exercises to empower these staff to ensure that best practice in customer care became the norm on their wards.

Events for up to 80 members of staff used drama, electronic voting and interactive exercises to enable participants to understand what really makes a difference to patients and visitors. Participants then worked together to ensure a collective aspiration towards delivering excellent customer care would become a feature of the Trust’s culture.

Over 100 Customer Care Ambassadors were trained by Interact to the have the confidence and skills to run their own localised patient experience campaigns, as well as to challenge poor behaviours they witness or were made aware of.

Interact produced 28 bite-size films for Imperial’s intranet, future training events and induction workshops.


IMPACT

The course was very well received with participant feedback scoring highly. In response to the evaluation:

  • Over 85% of 2,500 staff scored the events Excellent or Good.

  • Imperial moved to 4th place from 16th place for London for patient experience scores

  • Inpatient Survey showed the Trust performed ‘significantly better on 13 patient experience criteria’ compared to the previous year

  • The Trust received 50% less complaints relating to staff attitude following Interact’s training programme

We really valued the effective way Interact uses drama to motivate staff to take responsibility for developing the patient experience. The company has understood the culture of the organisation and used this to make the training meaningful and relevant and we were very impressed by the expertise of Interact’s facilitators who showed an excellent understanding of the healthcare world. Feedback from our staff was excellent.
— Mike Griffin, Director of Human Resources, Imperial College Healthcare NHS Trust