The secret of our
success
Linking staff wellbeing to patient
experience
Barbara Wren, C. Psychol., Consultant Lead
Psychologist in Staff Experience, Kings Fund Faculty
and Royal Free Hampstead NHS Trust
In brief…..
• What do we know?
• Link between staff and patient experience
• Why do we forget what we know?
• What do we need to do?
What do we know about staff
experience?
THE JOB
INDIVIDUAL
MANAGEMENT TEAM
ORGANISATION
Demands
Fit
Style
Role
clarity
Culture
Control
Physical
Health
Skills
Cohesion
Structure
Support
Psychological
Health
Pivot
Position
Climate
Role
Cognitive
Style
Emotional
intelligence
Task focus Strategy
Relationship
Resilience
Authority
/power
Manage
process
Change
Work/life
balance
Conceptual
understanding
Manage
Ambiguity
difference
Survival
The context
•
•
•
•
•
Objective increase in level of demand
Pace of change accelerated and less controlled
Levels of uncertainty and anxiety increased
Organisational commitment reducing?
Psychological contract breaking?
• Unique context 2010 to 2011/life of this programme
• Cuts and job losses
• Safety reduced
• Background of economic instability
“Surviving not thriving…..”
Linking staff and patient
experience
• Connection
• Compassion
• Control
• Coherence
• Creativity
Coherence, Creativity and Contact
Split contexts:
Why do health care organisations keep
forgetting the secret of success…
• Paradoxes and ambiguity: individual or organisational problems?
• Process or content
• Task or relationship
• The patient or me?????!!!!
Saying one thing but doing another…….
Protecting staff
• Clarity
• Consistency
• Processing
• Sanctuary
• Resilience
• Teamwork as solace
Some of the qualities to preserve
• Empathy
• Engagement
• Expectations (met)
• Esteem (preserved)
Designing interventions
• Flexibility
• Creativity
• Formulation
• Fit
Thank you for your attention!
Barbara Wren
C.Psychol.
[email protected]