Case Study - improving patient experience in the health sector

One London cancer clinic wanted to build on its reputation for excellence by engaging all staff, not just nurses and doctors, in improving patient experience. I held a series of structured listening events with different groups of staff, helping them to think about what was going well and what would be ‘even better if.’

As part of these events, I used visual prompt cards to encourage a deeper and less guarded conversation, helping people to express what they feel and think. I then distilled the results of the listening events and fed these back to staff, holding up a mirror to what they held in common and suggesting practical improvements.

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