What we do
Why work with
Improving Patient Experience through People, Processes and Performance
As a leader, clinician or manger in the health service you will be all too familiar with the pressures of trying to meet improvement agendas, deliver high quality patient care and keep staff engaged, all while managing the current financial constraints.
Health Service 360 understands this too; we are a development consultancy with over 12 years experience of supporting health providers across 3 continents to deliver care they can be proud of. Our team is made up of clinicians, consultants and coaches and our model is very simple; we work with people, processes and performance indicators (the 3 Ps). This enables us to understand your current position, your ideas and aspirations, and your immediate challenges and problems; we can then help you to identify and implement sustainable solutions.
We ask you four questions, ones we should all ask ourselves regularly:
Do your people really have the skills they need to do what is expected of them?
Do your processes support the high quality care you want to deliver?
Does your cultural behaviour get the best from all your people?
Are you fed up with consistently being asked to do more with less?
As you might expect, the vast majority of people in the NHS sit somewhere between technically competent and extremely skilled when it comes to the clinical or specialist aspects of their role. Where we consistently find challenges is in interpersonal behaviours, communication skills and leadership ability – many are unaware of the impact they have on their team, their juniors and the organisation.
360 degree feedback, integrated leadership programmes and coaching all help to embed the skills and cultural behaviours your people need.
People can often get lost in process, (both staff and patients), we look at what you do and how you do it. It doesn’t usually take much poking and probing to get people talking and thinking about what works and what could be done differently. Often those who can most impact on the quality of patient experience have got lost in processes, sometimes feeling disempowered, tired and overwhelmed with little or no control of their work environment, even at quite senior level.
Understanding the differing skills team members have and how to utilize them positively helps people to work together and find creative ways to deliver best quality care. Often people need permission to use the skills they have, particularly if they are not the technical or clinical skills expected of their role. Consultancy support, a lean approach and support with implementation all give people the confidence and courage to make change. These frontline changes often improve patient experience without increasing the cost of service delivery.
The reality is there are performance and financial imperatives that just have to be met. We are frequently invited to work with organisations in the first instance because one or more of these imperatives has not been met. Although the NHS (and international health systems) are under huge pressure due to increasing demand and limited resources, performance dips are usually the compounded by either people or processes or both.
Improving Quality in Healthcare
Working in partnership with those who can challenge thinking, custom and practice while also supporting implementation through training, coaching and hands on delivery is a great way to tackle the 3 Ps.
Health Service 360 offers:
- 360 feedback
- leadership development
- consultancy – particular expertise in emergency care
- all team members have through understanding of NHS / health sector culture, and most have worked in leadership roles in the NHS
We work with you to re-energise, engage and empower your people by listening, challenging, and enabling them to contribute to a service they feel proud of, to work together developing leadership capability, and ultimately to deliver not just against performance indicators but also your hopes and aspirations for patient care.
360 degree feedback can be a powerful, motivating and satisfying experience. To achieve this the 360 feedback intervention must be clear, relevant and properly managed. A well managed feedback project will include effective planning, an easy to use online data collection process, individual feedback and organisational learning.
Health Service 360 offer an end to end 360 feedback service where you choose how much help and support you need. Our team is headed up by people who have worked in and with the NHS and international healthcare sectors for over 20 years. We understand the culture, the pressures and the constraints. To make 360 feedback as easy as possible Health Service 360 offer a selection of ‘ready to go’ 360 questionnaire as well as the facility to create your own to match you behaviour or values framework.
These questionnaires provide relevant, comprehensive feedback designed to enhance self-awareness and facilitate personal and professional growth. 360 degree feedback is most effective when backed with a commitment to individual development and organisational learning. Health Service 360 focus on leadership and development offering you a 360 system which not only maps to NHS and GMC frameworks, meeting revalidation requirements, it also focuses on improving teamwork, enhancing morale and increasing staff retention.
Benefits Of Using Health Service 360 for your 360 feedback projects
We work with individuals, teams and large organisations to ensure you get a 360 process which is
- Designed to meet NHS development agendas
- Provides competencies tailored to the candidates role
- Understood by candidate and respondents
- Translates into meaningful feedback reports
- Underpins robust personal development plans
- Identifies potential training needs
- Fast and easy to use