The innovation imperative

Aim

To encourage innovative thinking and boost morale in a busy Emergency Department in a London general hospital for Whittington Health.

Our solution

We devised a three-day programme in partnership with the hospital steering group. It was apparent from the start that the substantive issue was around morale – if we worked on this, the innovative thinking would flow.

The programme was underpinned by the view that most people respond well to rediscovering in themselves the purpose of their work, and realising that their colleagues appreciate them. Most of the programme concentrated on various aspects of significance (‘my work has meaning’) and connection to others and its main conceptual foundations were complexity theory and appreciative inquiry.

The key to the programme was modelling: tutors and senior participants had to show themselves as human, strong in their vulnerability, willing to listen and learn, and convinced of the value of their colleagues.

Achievements

The programme was evaluated by an external party three months after the programme finished. Patient flow data showed a small reduction in patient time spent in the department after the intervention and patient satisfaction surveys showed a fall in the number of complaints in the months after the programme. There was a notable fall in complaints about the ‘attitude’ of staff. Feedback from staff was extremely positive. Many who attended the course, and some who did not, could point to changes which they felt resulted, at least in part, from the effects of the course.

Course details

If you would like to know more about this course provided by Chamberlain Dunn please contact