1. Integrated Care Services (ICARES) Ruth Williams ruth. williams2@nhs
Integrated Care Services (ICARES) Ruth Williams @icares_SWBH

3. Outcomes Staff Experience
100+ staff changed base, line manager, hours of working & way of working with no grievances
Staff satisfaction survey – 94% know what is expected of them & 90% report someone at work cares about them as a person
Responsiveness
Urgent rehab can start within 3 hours 8am – 8pm 7 days a week
Wait for rehab and reablement dropped from 40 days to an average of 11 days
Bed occupancy has increased from 85% - 93% with 92% of patients return home from nursing home based IMC beds in under 6 weeks
Patient experience
95% of patients rate the service as 8 or more out of 10 in the friends and family test
77% of patient set rehab goals are achieved with 100% success
(90% full and part achieved)

4. Leaders’ Behaviours UPWARDS, ACROSS AND DOWN
Listen all the time - Hear the context & patient voice
Trust as a leadership team increases bravery, challenge & momentum
Believe with passion in the goal, its infectious
Honesty & openness
Share leadership tools it helps support and challenge
Learning styles questionnaire on line
Fishers change curve
Ask (expect) staff to perform – they will
Care about the people this improves relationships, communication, challenge, outcomes
Behaviour breeds behaviour / What you permit you promote (Halligan)
Embrace challenge & constructive awkwardness
Feedback praise & recognition
Focus on the patient outcomes & impact
Set a date, it becomes real, its not going away
Tenacity to keep going. Where are you on the change curve?
Repeat as above over and over

5. How did we ensure engagement
UPWARDS, ACROSS AND DOWN
Conscious communication
Emotional
Theoretical / Analytical
Policy & Process Driven
Varied communication styles
Tell stories
Newsletters, s
Be visible, open door, walk the walk
Shared the context, the data & the patient voice
Unions / Leaders / Commissioners / GPs / The staff (via LiA) / Patients
Honesty & openness. We are not perfect, its OK to say sorry.
Asked (expected) staff to perform – they will, they know the solutions & are more creative
Fed back praise & recognition
Celebrated the successes & acknowledged the issues
Focused on the patient outcomes & impact.
Never gave up

6. Learning Focus on outcomes & commissioning Use the evidence base
Cant communicate too much
Ask for help
The teams know the answers
Tolerance of difference
There is nothing to hide
The theorists need to know why
The reflectors need to reflect
The power of the data & patient stories to keep the momentum going