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 JOBINDIVIDUALMANAGEMENTTEAMORGANISATION DemandsFitStyleRole clarity Culture ControlPhysical Health SkillsCohesionStructure SupportPsychological Health PivotPositionClimate RoleCognitive Style Emotional intelligence Task focusStrategy RelationshipResilienceAuthority /power Manage process Survival ChangeWork/life balance Conceptual understanding Manage difference Ambiguity

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.