Service Delivery

Over the past year, Service Delivery has significantly improved staff experience and engagement based on iMatters survey feedback. Key enhancements include better communication, expanded professional development, work-life balance initiatives, and revamped recognition systems. Team collaboration and onboarding processes have been strengthened, with continuous improvement ensured through refined feedback mechanisms.

Visible & Consistent Leadership

Within the Service Delivery Directorate, the top three scoring elements were:

1. "My direct line manager is sufficiently approachable."
2. "I feel my direct line manager cares about my health and wellbeing."
3. "I have confidence and trust in my line manager."

Actions taken in Service Delivery include:

• Undertaking initiatives to enhance national cross-site working and continuous improvement.
• Promoting the importance of regular and meaningful 1:1s.
• Scheduling regular CPD time for all team members.
• Conducting monthly staff engagement sessions in each centre.

A pilot ‘buddy’ team approach was implemented to foster cross-site team building and continuous improvement within Service Delivery. This initiative aimed to extend support and knowledge to new managers through a structured team approach, leveraging the experience of established managers. Despite challenges like finding protected time for meetings, the initiative received positive feedback for enhancing manager roles and encouraging collaborative working. Aligned with the Transformational Board Programme, the initiative included training sessions and local levelling discussions, facilitating best practices and consistent HR procedures across the Service Delivery team.

Feedback indicates that scheduled CPD has significantly improved support for team members, facilitating continuous learning and shared knowledge. Regular team meetings to discuss useful learnings have also been positively received.

Board members have actively participated in staff engagement sessions and continue to conduct Patient Safety Leadership walkarounds to engage with staff across all centres.

This feedback suggests that employees feel more supported and observed by their direct line managers.

Health and Wellbeing

The Service Delivery Culture and Wellbeing group is dedicated to implementing the Culture and Wellbeing action plan. This group benefits from strong representation, with each centre having an appointed Culture and Wellbeing lead.

The increased focus on employees' health and wellbeing by their line managers has led to significant improvements, highlighting a greater commitment to managing work-related stress and workloads. We have introduced various initiatives aimed at fostering a productive work environment and prioritising staff health and wellbeing. These initiatives include:

• A timely return to work (RTW) process.
• Monthly manager dashboard reviews to monitor staff wellbeing and performance metrics.
• Staff experience meetings to address concerns and gather feedback for ongoing improvement. These are at times attended by members of the Executive Team to improve visibility and engagement for our staff.
• "Meet the Director" sessions that facilitate direct communication with leadership.

Additional initiatives include:

• Culture & Wellbeing Wall: Currently being introduced in a phased approach across each centre, this wall will display relevant information and updates.
• Sustainability Board: A board for staff to add their suggestions on potential efficiencies that can be made.

Moreover, dress-down weekends provide an element of enjoyment and relaxation. Regular well-being initiatives, such as walking groups, a football tournament, a journal club, and a book club, promote both physical and mental health. Additionally, we support local charities by collecting school clothes, gathering pet food for a local animal shelter, and organising festive fundraising events such as Christmas Jumper Day and "giving trees." These activities collectively contribute to fostering a positive and healthy work environment.

Service Delivery Communication Channels

Service Delivery regularly communicates through:

• Wallboards in each centre displaying pertinent information.
• Team Talk sessions.
• Dedicated intranet space – including a monthly Staff Spotlight to promote our staff within Service Delivery.
• Daily shift briefings keep staff informed about the latest developments and essential information, ensuring clear communication and team unity.
• Improved job-related information and feedback practices to support better performance. Regular planning sessions align teams with goals, fostering a cohesive work environment.
• Continuous Professional Development (CPD) with scheduled planning that supports teams' CPD, with regular meetings for shared learning. Frontline managers find it easier to arrange team meetings using CPD and offline time.
• Learning Hub: An online platform where staff can review and update themselves on various topics, such as focus on Sepsis, with handouts, information, and QR codes available.