Challenge
The client, Quality Trusted Solutions (QTS), are a wholly-owned subsidiary of Central and North West London NHS Foundation Trust. They provide estates and facilities services to the healthcare sector, in particular organisations within a community or mental health setting. During the course of the pandemic, they played a pivotal role in ensuring the physical environments for patients were safe.
In Autumn 2020, the NHS and QTS were facing a resurgence of COVID-19 cases, whilst also preparing for the challenging winter months ahead. This placed a considerable amount of pressure on the staff and the toll was starting to show on the workforce.
- People were starting to show signs of burn out
- Some team members were becoming isolated from working at home
- The management team were stretched and couldn't offer the support they would like
QTS wanted to equip their staff with the tools to help them cope.
Solution
The programme’s design was led by Hatching Ideas team member, Simon Drane, who talked with various members of the QTS team to understand “What will work?” and “What will make the most impact?”
In particular, Simon noted:
- The team did not have a lot of spare time
- There had already been some coaching that we didn't want to replicate
- Because of COVID, the delivery had to be virtual
In the design and delivery of the programmes, Simon made sure to include:
Practical Skills
It was important that the individuals didn't just understand why they reacted the way they did to pressure - but what they could do to regain control
Mixed Groups
Instead of grouping the sessions by service we randomised them - this gave individuals from different teams (and different levels) the chance to engage with each other
Fun Interactions
Everyone has different levels of Zoom/Teams fatigue. With delivery being virtual, there was a risk that the sessions felt like a lecture - we wanted to make the sessions feel like a break from the working day
Impact
At the end of every session, we asked attendees for their feedback…
