How to put patients first

Nicky Hill, Director of HR, Nottingham University Hospitals reports from a workshop she attended on a new programme to help staff understand patients’ experience of health care.
Spending time talking about patients and their experience is always inspirational and the afternoon spent in the company of Kevin Croft, Director of People & Development from Epsom and St Helier doing just that lived up to expectations. 
HR professionals from across the Midlands came together as part of our HPMA programme to participate in a shortened version of their Patient First journey, a workshop that they are in the process of taking all staff through.  The aim of the workshop is to really help staff understand the experience from a patient’s point of view and the contribution they can all make to improving this. 
It uses an innovative format to get them to discuss key themes together, including what they believe makes a great patient experience.  Through doing this it is very easy to start to see how the experience can be impacted both positively and negatively by the ‘system’. 
The afternoon was a highly interactive session and Kevin took the time to explain how they are using it in the trust linked to other actions to both improve staff engagement and the patient experience – making it a true OD intervention. 
It is early days in terms of understanding the impact it is having at the trust, but from experiencing the workshop it is clear that if nothing else it will certainly have engaged teams in how their role contributes to what the trust is aiming to achieve and encourages them to take simple actions to improve when they leave the workshop. 
One to watch and if you want to find out more please contact Cherry or Kevin McCormack, Directors of BeBop Consulting Limited ( and Co-creators of Patient First with Kevin ( Or if you're near the South West, then HPMA South West are holding the Patient First Workshop on 8 June 2016, 9 - 12.30pm (in Bristol or Taunton tbc) - members from the HPMA branches across South West, South Central and Wales are welcome, register here now
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