Let’s give the NHS a chance!

August 26, 2009

Whatever your political persuasions or beliefs, you can’t help but feel a bit sorry for the NHS at the moment. If it’s not someone criticising the very essence and ‘raison d’etre’ of the NHS, particularly in relation to President Obama’s proposed health reforms in the US, it’s headlines about the salaries of medical staff or confusion over the swine flu advice. One way or another, it’s seldom positive.

A particular headline which caught my eye recently cried out that NHS staff are ‘Fat, unfit and top of the sick league’. This was in particular reference to the recent interim report outlining the large scale review that Dr Steve Boorman and his team have carried out looking at the health and well-being of NHS staff. (And by the way, the headline is misleading, but more on that later!) As with any review or audit of staff health and well-being, there are likely to be some results which will not make particularly ‘pretty’ reading and that require attention and investment.  However, this inevitable fact doesn’t constitute a good reason not to carry out such reviews. The research base and business case for improving employee engagement and well-being is well-documented and, in my view, impossible to ignore – a healthy, engaged and resilient workforce translates into higher productivity and therefore better results.

The very fact that the Government has commissioned such a report speaks volumes for the commitment and importance placed on the NHS and the influence that their staff can have on the overall health and well-being of the nation – and, in particular, that of patients. Aside from the obvious medical treatment that the NHS provides, there is another role it plays which is to set and promote a good example for the rest of social and corporate Britain to follow.

Now that the review has been carried out and the government’s initial investment made, we shouldn’t be focusing on the few attention grabbing headlines that describe a horror story. Dr Boorman and his team have set out a series of key recommendations in their interim report and the final report will be delivered by the end of the year – we now need to give the individual Health Authorities and their Trusts a chance to consider and implement that advice. Perhaps you could say that the Boorman team have had the easy job, because the next step will be for the NHS to make the change happen in a planned and meaningful way.

There may be some gory headlines here, but based on the experiences of my university spin-off company, Robertson Cooper, I know that there is some serious commitment out there in the NHS – both in effort and financial terms – to improving employee engagement and well-being. From my perspective the change has already started – so watch this space, because I’ll be following this one very closely!

http://www.timesonline.co.uk/tol/life_and_style/health/article6801240.ece


Guest blog spot – Prof. Ivan Robertson – Smile! The customer is watching

August 11, 2009

Hi All

I’m going to be on annual leave for a little while so I’ve asked my good friend Prof Ivan Robertson from my University spin off company, Robertson Cooper, to come back as a guest blogger and share his views and opinions with you whilst I’m away.  Cary

 

Professor Ivan Robertson

Professor Ivan Robertson

Smile! The customer’s watching

Everyone knows that customer-facing companies whose employees have a strong service culture are more likely to be successful. For me, at least, being treated with courtesy and consideration by someone who seems to be happy in their work makes me much more likely to use that same company again – whether it’s shopping for clothes, ordering food in a restaurant or any of the multiple transactions that we all make on a day-to-day basis.

Smiling is an important part of such transactions. So how do we feel about people at work being taught to smile? The BBC reported last week that members of staff at a Japanese railway station are being encouraged to use a computerised smile monitor to get feedback and advice on the quality of their smiles. Apparently, it was not compulsory but all of the staff used it and according to the report generally felt that it was useful and allowed them an opportunity to study how they looked when smiling more closely.

I suspect that most people’s immediate reaction to the use of a smile monitor is to mock it and bemoan the fact that training people to smile is fake and lacks authenticity. But consider another article about ‘smiling’ in the Times which reported some advice from Professor Richard Wiseman. He claimed that one simple way of increasing your happiness is to smile and hold it for 20 seconds when your mood is low. There is also quite a lot of evidence from research into positive psychology that people get more enjoyment out of doing something positive for another person, compared with receiving something positive themselves. Putting all of this together leads to a scenario where teaching employees how to smile in a way that pleases other people and encouraging them to smile more often could well have benefits for everyone.

Reading back through this blog I have to admit that I have still not entirely convinced myself that managing behaviour (such as smiling) that most of us feel should come naturally is really the right way to improve the customer’s experience. But why not? Surely it’s widely accepted that customer service orientation can be developed and trained to some extent – so why draw the line at teaching people to smile? However, it’s important for employers to remember to do things that actually make their employees feel good too – that way, customers have double the chance for seeing a smile!

http://women.timesonline.co.uk/tol/life_and_style/women/the_way_we_live/article6710184.ece

http://www.bbc.co.uk/worldservice/learningenglish/language/wordsinthenews/2009/07/090731_witn_japan_smile.shtml


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