Opportunity As senior clinical staff in the hospitals, matrons lead their nursing teams and play a central role in the patient experience. Nuffield Health wanted to ensure that matrons developed the necessary leadership skills for the role.
Approach MSB designed and delivered ‘Inspiring Excellence in Customer Service’ - an intensive 3-day leadership programme for 30 Nuffield matrons.
The programme was designed to be highly interactive, challenging and enjoyable. Role play scenarios were drawn from common situations encountered by matrons and time was allowed to explore these in detail and to learn from them. We also designed support materials and videos to accompany the programme. These could be kept by matrons and used as a practical tool by matrons in their hospitals.
Three months after the programme, Nuffield matrons attended a 1-day follow-up programme to discuss how they training programme had worked in practice. Feedback was extremely positive.
Impact The ‘Inspiring Excellence in Customer Service’ programme brought significant improvements in behaviour and culture, team-building and patient service. Patient complaints fell by 50% in the 6 months following the training.
“MSB proved to be an extremely effective partner in leadership and
customer service training with our influential Matron community. They
have helped us to improve customer satisfaction and reduce complaints
with an engaging programme”