Who are we?
The Ridge Medical Practice consists of four surgeries in Bradford. 21 GP’s, each with an individual specialism, lead the team of qualified professionals including Nurse Practitioners, Practice Nurses, Health Care Assistants all supported by a large highly skilled reception and secretarial team . Our focus as a Practice is on helping our patients to access the right health care and achieve positive outcomes.
What was our challenge?
When we started to work with Nicky we had recently set up a new staff consultation group. As a busy and growing Practice operating in an increasingly challenging environment, we needed to ensure that ideas generated at all levels in the business were listened to by senior management and that key messages that needed to be communicated in the practice were explained clearly. At the time each team within the Practice was working well independently. All teams were focussed on patient care, but there was some friction between the teams, caused by their differing perceptions of the best way to deliver our services.
What did they do for us?
Initially I asked Nicky to facilitate a session with our staff consultation group. This gave them the opportunity to practise the skills that they needed to fulfil their new responsibilities and to discuss any challenges and concerns that they had in a safe environment.
This workshop led on to further sessions on self awareness (using the Insights discovery profiles) and communication skills. Nicky also helped us design follow up activities; some serious e.g. links to our performance management process; some less so e.g. a monthly prize for ‘adapting personal style’ to work better with a colleague.
What impact did it have?
The staff consultation group really came into its own getting really involved in a wide range of initiatives helping re-design the working practices and “office etiquette” of the practice ready for our move to a new building
I had the comment from one team member that they have been on loads of communication courses and had thought “here we go again” when we planned this one, but that it was completely different to anything ever done before and had proved really useful both simple and effective. Even now, some 2 years after the initial courses, I hear staff referring back to their Insights profile, what “colour” they are and how they communicate.
One of our senior nurses won the monthly prize for making a colleague a cup of tea, something that had never been seen before and definitely changed her reputation for the better!