HCA In Focus Magazine May 2019

InFocus
May 2019 Our colleague magazine

SPECIAL EDITION

Introducing our new colleague
engagement survey, Vital Voices,
open from 13th to 28th May

Welcome In this issue

I’m thrilled to bring you a special edition 01 A message from John
of InFocus, themed all around our new Our new CEO, John Reay, introduces our special edition by
colleague survey, Vital Voices.
talking about how your voice can shape our organisation.
In this issue we take a closer look at what the new
approach to engagement is all about, from the role 02 A new approach to engaging with you
that our leaders play, to what the benefits will be for Hear more about the new Vital Voices survey, including what’s
everyone. We even share the 12 questions that will
be included so you can ponder your answers ahead changed, what the benefits are for you and the survey questions.
of the survey.
I’m delighted so many of our senior leaders contributed 06 Making a positive impact
to this issue, sharing with you their thoughts on why Miranda Dodd, CEO at The Princess Grace Hospital, talks
hearing from you is so important. I hope you enjoy
reading about all the examples across HCA UK of the about the steps they introduced for long-lasting change.
changes that have already been made following your
feedback and involvement. 07 Hearing from our colleagues
We’ll be sharing our results from Vital Voices in the Eric Reichle, CEO at The Wellington Hospital, shares how
next summer issue of InFocus, where we’ll be back
to bringing you news, exciting developments and they have encouraged two-way communications.
projects across HCA UK.
If you have any stories you’d like to share in the next 08 A cuppa with…
issue or if you have any feedback on this special edition We meet with Nicola Gillis, VP of HR, who talks about the
issue please let me know, I’d love to hear from you.
importance of colleague feedback.
Get in touch by emailing
[email protected] 09 Listening to our colleagues
or call me on 07872 464782. We hear from Suzy Canham, CEO at The Lister Hospital,

Enjoy the issue! about how they’ve listened to colleagues.
Sophie Bennett
InFocus Editor 10 Continuing to evolve
Gill MacLeod, Executive Director of Primary Care, explores
le. Con dential. Action
the link between patient experience and colleague voice.

11 Making your voice heard
Claire Smith, CEO for Joint Ventures, discusses the changes

they’ve made following your feedback.

12 Across the pond…
We speak to Joe Dunn, one of the Vital Voices project leads

based in Nashville, Tennessee.

13 Sharing your opinions
Aida Yousefi, CEO at The Harley Street Clinic and The Portland

Hospital, shares their previous survey results and what steps

they took to make a positive impact.

14 Continuing to make a difference
Janene Madden, CEO at London Bridge Hospital, delves into

how they’ve improved the colleague experience.

15 Understanding how you’d like us to improve
Charles Percy, CEO of HCA Laboratories, tells us about how they’ve

worked hard to make improvements to the way they work.

16 Creating the very best workplace
Hear from Aida Yousefi, CEO of Leaders in Oncology Care

(LOC), about how they investigated the key themes from the

able. previous survey.

Simp 17 Making improvements across our offices
Mark Forrest, Chief Human Resources Officer – Corporate,

discusses how colleagues were involved in key conversations

and projects.

Front cover l-r: Tanya Jackson, Enid Akuffo, Matt Denney,
Catarina Brodziak at London Bridge Urgent Care Centre.

Thank you to all of our HCA UK colleagues who feature in all
of the photos in the issue.

A message InFocus • Our colleague magazine • A message from John
from John

I’m pleased in my new role as Our new Vital Voices engagement I’m pleased to hear from all of our
President and CEO of HCA UK survey is designed following CEOs at HCA UK in this issue about
to be talking to you about what colleagues’ and managers’ feedback. their passion for hearing and acting
matters most to me, people. on colleague feedback. I hope you
People are at the heart of our We’ve made the survey much shorter enjoy reading the fantastic examples
organisation. In order to provide and actionable. We are also running where you’ve made a difference to
outstanding clinical care to our the same survey at the same time your workplace by sharing your
patients we need exceptional as our US colleagues so we’ll look opinions and getting involved in
people. I want to make sure across the entire organisation to see making changes.
that HCA UK is a great place, where we can improve.
not only for our patients, but I encourage you to take a few minutes
also for our colleagues to work, Please be assured your feedback to complete the survey when it comes
develop and grow. is confidential. As the survey is out. As we move forward as an
run by an external company no organisation it’s important we listen
Key to this is understanding how you one in our organisation will see to each other and make changes.
feel about your work and giving you your individual answers. Your involvement will make a positive
opportunities to provide feedback impact and help us to deliver the
to us. A vital element of this is to To protect confidentiality results are only highest quality care for our patients.
measure your engagement. Beginning reported to line managers where five or
in May we are moving away from a more people in a team responded. If you John Reay
traditional approach to employee choose to provide comments these President and CEO
engagement. Our Employee Opinion will be reported as you wrote them.
Surveys will be held more regularly Again, to protect confidentiality, [email protected]
and will be part of a more frequent comments will only be seen if there
continuous listening model. are 10 or more respondents.

It’s important to me that you share
your feedback so we can continue to
raise the bar for our patients and all
colleagues. As a leadership team we
remain committed to both listening
to and responding to your views to
shape how we work.

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InFocus • Our colleague magazine • Vital Voices A new approach to
engaging wit h you

Your voice is vital.
It drives our purpose.

From MONDAY 13TH MAY to TUESDAY 28TH MAY, we’re
running a completely new employee engagement survey
across HCA Healthcare – it’s called Vital Voices.
An external company called Glint will host the survey, so you’ll
receive an email from them inviting you to complete Vital Voices.
We ran our previous Employee Opinion Survey (EOS) in 2017.
Following this, you told us that the survey was too long and
too infrequent, and the results were too complicated to action.
We listened and have made some big changes.

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Back to Contents

Introducing: Vital Voices is part of a continuous listening approach, which means InFocus • Our colleague magazine • Vital Voices
that feeding back your opinions doesn’t just stop at the survey. Vital
Voices forms part of our approach to listening and acting on colleague
feedback. Whether it’s your one-to-ones, team meetings, staff forums
or your local staff representatives, you all play a vital role in sharing your
views and making positive change happen.

Listening to each other helps us create the kind of workplace we all want
– one that provides the best care for you and our patients.

Your voice keeps us connected so that together we can improve more
lives in more ways.

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Back to Contents

InFocus • Our colleague magazine • Vital Voices What’s new about Vital Voices? Who are ?

SIMPLE Glint is a company which supports
Streamlined survey, faster results people-driven organisations with their
• There are only 12 questions which you can rate on a scale. colleague feedback. We are using Glint
• You’ll have the option to write a comment on any of the to run our Vital Voices survey and our
questions to let us know more if you wish. results will be hosted on their platform.
• The average time to complete it is four to five minutes.
• You can complete the survey on your mobile as well as your The company is owned by the world's
PC – the choice is yours! All you need is your email from Glint largest professional network, LinkedIn.
with your individual link to the survey.
• The results will be available to managers a week after the Many of the world's leading brands
survey closes, so teams can plan their actions quickly. such as Sky and Glassdoor use Glint
to increase employee engagement,
CONFIDENTIAL develop their people and improve
Creating an atmosphere of trust and safety is business results.
foundational to the success of the Vital Voices survey
• Your feedback is sent to Glint and they create all of the reports. Glint has many success stories which
• No report is issued if there are fewer than five responses. you can find on their website at
• Your comments are only included in reports where there are www.glintinc.com/customer-stories
10 or more respondents.

ACTIONABLE
Easier to identify issues to take actions
• We’re offering the survey twice this year, so you can have
more opportunities to share your feedback and we can track
our progress.
• Managers will have access to their team feedback on a survey
platform which will enable them to easily see reports and create
direct action plans.

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Vital Voices questions InFocus • Our colleague magazine • Vital Voices

There are 12 key questions plus one open comments question so you can share any other feedback
that you have. They are themed along different elements of your working life at HCA UK.

The questions are:

Resources Mission Recommend
I have the resources I am motivated I would recommend
by the mission of my organization as a
I need to do my my organization. great place to work.
job well.

Overall Continuous Involvement Belonging
How happy are you Improvement I am satisfied with my I feel a sense of
We continually improve the involvement in decisions belonging at my
working at your way work gets done. that affect my work. organization.
organization?

Patient Focus Growth Leadership
Day-to-day decisions reflect I have good opportunities I have confidence

that the patient is at the to learn and grow at in the senior
center of everything we do. my organization. leadership team.

Manager Communication
I would recommend my My organization does a good job

manager to others. of communicating with me.

What else?
What else is on your mind?

Definitions My Manager Senior Leadership Team Please note as the survey is being ran
Organization The person I report to. The person The senior leadership team across HCA Healthcare the questions
The place where I work e.g. who does my performance reviews. at the place where I work. will be in American English.
The Wellington Hospital.

What happens after the Comments Have your say,
survey closes? make a difference
So that you can fully share your views
Once the survey has closed, your manager will and leaders can really understand Vital Voices is an opportunity for
review the results and discuss key areas of the ‘why’ behind your ratings you you to share your thoughts, views
strengths and improvements with you. They can comment on each question. and feedback, so the business can
will be keen to understand as much as they can improve in things that are important
about the feedback the team has given them. Your feedback is confidential, to you. The survey is open from
your comments are only reported Monday 13th May to Tuesday 28th
This will be done in things like follow up where there are more than ten May, so don’t forget to take part.
conversations and listening groups. They will respondents. So that there is
create a plan of action through collaborating transparency and we can make sure Any questions?
with the team so you can work together on your views aren’t misrepresented
making those improvements. Your manager your comments will be reported Feel free to drop us an email at
will continue to ask for your feedback and exactly as they are written so please [email protected]
communicate progress of the actions taken. bear this in mind when filling it in.

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InFocus • Our colleague magazine • Facility actions Back to Contents

FACILITY ACTIONS

Making a positive impact

Miranda Dodd Chief What we did… We then wanted to look at the way
Executive Officer at The colleagues support and recognise
Princess Grace Hospital To help address this, we wanted to one another. We wanted a simple but
introduce long-term steps and practices effective communication channel for
The results of our survey carried out that would set the foundations for colleagues and consultants to say thank
in 2017, provided a valuable and clear long-lasting change. We believed that you and acknowledge and celebrate
picture of how colleagues at The improving the overall communication accomplishments. This led us to
Princess Grace Hospital, felt about channels between colleagues, introduce The Princess Grace Hospital
working for us. However, it is the departments and the executive team, Shout Outs. With the recent launch of
action taken as a result of the survey via a two-way dialogue, would improve EPIC, these have now been moved on to
that is the most valuable to show our teamwork throughout the hospital. the EPIC platform – an exciting move
ongoing commitment to respond to for the business building on the great
what you tell us. The first area we addressed was the work we had already started.
communication channels between
The new and improved survey, Vital different teams and departments. We Finally, to encourage teamwork within
Voices, will show whether we are on wanted to create an open forum for our own teams and departments,
track to achieve our goals at The colleagues across different departments we introduced The Princess Grace
Princess Grace Hospital. It will also from both clinical and non-clinical roles. Hospital Jigsaw, which showcases
help us to identify new opportunities The idea was to enable them to share our commitments and goals we
to improve colleague engagement. ideas, suggestions and thoughts in a should all be striving to achieve. Each
relaxed and informal environment. department have established their own
Hearing your feedback objectives against these commitments;
So, we formed ‘The Way Forward supporting collaboration and focusing
The previous EOS survey was held at Group’ a forum where we can voice on delivering excellence.
a pivotal time for The Princess Grace our colleagues’ feedback and
Hospital, and every single opinion opinions. With support from the We want to make The Princess Grace
and suggestion was listened to. senior management team, they Hospital and HCA UK a great place to
worked together and established work, so please participate and share
From the survey findings, we found ideas, not only to shape the future your opinions, as it really will make a
that there were positive areas that of the hospital, but to shape their difference to our future.
our colleagues wanted us to continue, future at HCA UK. Representatives
and other areas that you wanted us from the forum relay all
to address. information discussed, with the
teams that they represent.
One of the key findings was
around improving teamwork and
communication. This included you
wanting work more collaboratively with
teams and neighbouring departments,
working towards the same goals and
improving communication between
departments and different teams
of colleagues.

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FACILITY ACTIONS InFocus • Our colleague magazine • Facility actions

Hearing from our colleagues

Eric Reichle Chief Here are some of the different ways “The ‘be proud’ work made the
Executive Officer at our leaders have connected with team realise they were integral
The Wellington Hospital our colleagues: to the success of Elstree and a
positive patient experience.”
As the new CEO of The Wellington • Introduced interactive town halls
Hospital, I’m really interested in hearing with executive leadership – this allows Susie Paton, Elstree Centre Manager
what our colleagues think about colleagues to hear about recent
working here. Across the hospital developments and ask any questions • Started team huddles for
our leaders continually work hard to directly to leaders. In the town halls Imaging Services.
encourage two-way communications colleagues put their suggestions on a
and create an environment where post-it note wall so we can develop • Senior leaders and HR attend
people feel comfortable to share their action plans from the key themes. Medical Secretary meetings
views. The new Vital Voices survey is so they can hear directly from this
a fantastic opportunity for us to • Established the Wellington Nursing important group of colleagues.
understand how you feel and know Council, including representatives
where we can make improvements. from all levels of nursing. The core • Created a suggestion box in
Your voice and participation is purpose of the Wellington Nursing Patient Administration to identify
invaluable in ensuring we provide an Council is to mobilise and organise improvement opportunities.
environment that allows you to deliver nurses to consistently deliver the
an exceptional patient experience. highest standards of professionalism, Many of the ideas suggested through
pride and practice. This is done these initiatives were implemented,
In the last survey one of the through understanding how nursing and we expect to continue to identify
key themes that came out colleagues feel, hearing suggestions more opportunities as we progress. Our
was to develop and improve that they make and involving them colleagues’ voice is critical to providing
our communications across in changes that are planned. exceptional clinical care and patient
The Wellington Hospital. experiences. Please take a few minutes
• Created a CNO Clinic for any to complete the new Vital Voices survey
From the Executive team to the nurse to meet with the Chief and help us all to create the best
supervisors, The Wellington Hospital Nursing Officer (CNO), Jan Stevens. environment for you and our patients.
leaders have worked hard to make sure The clinic runs every Thursday
colleagues have the opportunity to from 3pm to 5pm and is a great
share their views and are listened to. opportunity for nurses to discuss
anything on their mind such as
their career development or
practice challenges.

• Elstree Waterfront Centre started a
‘Be proud’ initiative, where team
members shared their feedback
and recognised each other for the
exceptional care they provide our
patients. Their feedback was also
published in our local newsletter.

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InFocus • Our colleague magazine • Our people Back to Contents

OUR PEOPLE

A cuppa with...

Nicola Gillis

We talk to Nicola Gillis, VP Can you tell us a bit more about the What makes you feel proud?
of Human Resources, about new ‘continuous listening approach’? I love seeing the pride our colleagues
her highlights at HCA UK, take in what they do on a day-to-day
the importance of colleague Vital Voices isn’t just ‘one big basis – I see so much passion for our
feedback and her thoughts colleague survey’ every year. Our organisation in the care we deliver to
on Vital Voices. new approach is all about continually our patients.
listening to you and acting on your
What does your role involve? feedback. The survey will be the start What are you most looking forward
of that, but it continues through the to in 2019?
My role is to ensure we have exceptional different colleague forums and various This year is all about celebrations! I
people, delivering exceptional care to ways we do this across our facilities. have a big birthday in September and
our patients. We do this through I’m looking forward to celebrating all
attracting, developing and retaining The new approach is for everyone to the successes that 2019 will bring for
the best talent in the sector. I want be involved and own. Creating a great HCA UK.
to ensure we create a great place to place to work is all about us collectively
work for everyone. working together to shape the “C reating a great place
organisation. By enabling a listening to work is all about us
What is a highlight in your role? culture, I believe we can continue collectively working
creating a workplace that inspires and together to shape
I’m delighted by the large number of motivates everyone that works here. the organisation.”
colleagues who continue to develop
their career with us. A recent What would you say to our colleagues
phenomenal example of this is John about sharing their feedback?
Reay who started with HCA UK in
2000 and is now President and CEO I can’t stress enough how important
for the UK division. It's fantastic to see your voice is. The survey has been
all the internal promotions happening designed based on your feedback –
across the organisation. less questions and asking you about
those things that matter to you. In
What motivates you? the Vital Voices survey your feedback
is confidential, your manager will only
I enjoy watching people grow, learn new have a report if five or more of the
skills and develop. From all colleagues at team provide feedback. At the end of
HCA UK to my 12-year-old daughter – each question in the survey you can
although when she learnt the violin also provide comments if you’d like.
that was not a highlight! We are keen to give everyone the
opportunity to tell us more about
Why do you think colleague their opinions so I hope you will share
feedback is important? your comments.

It’s no exaggeration to say that
feedback can be the difference
between the success or failure of an
organisation. Your feedback provides us
with valuable insights on what it’s like to
work here and what we can do to both
improve working lives and the patient
experience; you are the voice of our
organisation. We all need to encourage
open and honest feedback and then
be ready to listen and make changes.

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FACILITY ACTIONS InFocus • Our colleague magazine • Facility actions

Listening to our colleagues

Suzy Canham We now start each day at The We were delighted that the EPIC
Chief Executive Officer Lister Hospital with a Heads of Awards platform launched across
at The Lister Hospital Departments (HoDs) huddle where the business, with similarities to our
we share updates on what is going on Bravo Points scheme, to build on
Our colleagues are at the that day. We also hold regular staff the great work that we all started.
heart of what we do each day. meetings for our teams to share
ideas, thank each other and feel I am thrilled that as an organisation,
Listening and responding as leaders is empowered. After our last survey, I we are adopting a ‘continuous
key, and I believe that we have done worked with my HoDs to develop their listening’ approach to engagement.
tremendous work on this. For example, engagement plans, and we created Sharing your feedback and making
since the last colleague survey, we have our on-site Engagement Committee. changes is something we can all do,
launched our engagement committee and be involved in, to make sure that
meetings and designed and built I am very proud of my ‘work family’ The Lister Hospital and HCA UK is a
our ‘Bravo Points Scheme’, which at The Lister Hospital, and to great place for you and our patients.
recognises and awards our people further embed this culture I was
at The Lister Hospital. delighted when our Engagement
Committee created the ‘Bravo
However, for us to listen, and for staff Points Scheme’.
to be heard, we must continue to let
you know that your opinion is valued. I The scheme empowered employees to
would encourage everyone to have recognise their colleague’s hard work
their say by taking part in Vital Voices. and communicate their outstanding
demonstration of our HCA UK values
Our last survey enabled us to make throughout our facility.
some changes that have created
such positive impact amongst Over 500 Bravo points were awarded
our colleagues. last year and at the end of the
quarter, a lucky member of staff
was selected to win our ‘star prize’.

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InFocus • Our colleague magazine • Facility actions Back to Contents

FACILITY ACTIONS

Continuing to evolve

Gill MacLeod What we did… In addition to this, we refurbished our
Executive Director Blossom sites, as well as several of our
of Primary Care Induction and Training Roodlane sites.
We now have a corporate induction for
Since the 2017 survey, HCA Primary all new team starters, which enhances Happy colleagues make for
Care has grown significantly, and their understanding of how their role happy patients
we continue to receive exceptional fits in with the wider organisation.
patient feedback. I attribute this to Our patient survey scores are
our wonderful colleagues who always We further enhanced our local consistently over 90 per cent
perform to the highest of standards, induction and added a mentoring favourable, and between 2017 to 2018,
and managers who listen to feedback programme for new starters, where we reduced our GP turnover by half.
from their colleagues. Together we a named clinician became a buddy. The results are due to the hard work
can improve the way we work and This has been very well received. of all our colleagues who are at the
be the very best at what we do. heart of what we do, so a huge thank
Our nurses now utilise the full range you to everyone at Primary Care.
In the last survey, 67 per cent of our of courses on offer from HCA UK. We
team participated, and we listened have worked closely with the Learning Please share your feedback by
and acted on what was said. Having Academy to provide e-learning completing the new Vital Voices
your say is vital to how we operate modules relevant to Primary Care. survey. We want to hear from all
and continue to evolve. Please help of you across HCA Primary Care
us, by telling us your views in the We also offer Immediate Life Support and see what we can do to make
Vital Voices survey. Training to all clinicians. continued improvements for you.

90 per cent of Primary Care Reward
colleagues thought the quality of
care provided at HCA UK would be We conducted a review of doctors’
what they want for their family. salaries and aligned them to keeping
us fair internally and competitive in
Listening to our colleagues’ collective the market. We continue to work
voice at HCA Primary Care, three closely with the Reward team to
main themes for action emerged: review reward across the business
1. Induction and training in line with market pay bands.
2. Reward
3. Working at Primary Care Working at Primary Care

Clinicians said that they wanted
protected time for admin tasks. We
listened and have improved the balance
of daily diaries. We now allow more
protected time for doctors where they
can undertake administration duties,
including clinical audits to contribute
to the governance of the practice. We
looked at making sure enough time
was given to new joiners, so they had
sufficient time to train and become
more efficient with health screens.

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FACILITY ACTIONS InFocus • Our colleague magazine • Facility actions

Making your voice heard

Claire Smith Recognition and reward We’ve since seen a significant drop
Chief Executive Officer in employee turnover at UCLH.
for Joint Ventures Feedback: The UCLH nursing team This started almost immediately
had a high turnover due to more after processing changes.
The previous Employee Opinion Survey competitive salaries in the NHS.
(EOS) enabled us to understand and By seeking regular feedback about
improve any challenges you were What we did: We worked closely your experiences at HCA UK, we’re
experiencing at that time. I’m delighted with the reward team to bring nurses’ able to highlight areas of success as
that we’ve launched a new employee salaries at UCLH in line with the well as where we could improve. That’s
engagement survey, Vital Voices, and market. We also promoted our new what makes Vital Voices so important,
would ask that you take the time to EPIC Awards programme across Joint so please take part to help us to
submit your feedback, so we can Ventures, further driving the importance continue to make positive change.
continue to improve your place of work of our commitment to recognition of
our staff. I would like to take this opportunity
Here’s a summary of the key themes to thank you to you all for your
that came from the previous survey The senior leaders have also been commitment to the outstanding care
and the actions we took in response: improving our visibility through many delivered to our patients.
different initiatives. For example,
Senior leaders monitoring rounding, offering drop-in
Feedback: As Joint Ventures is across sessions and sharing our ideas across
multiple sites, it was felt that it was both north and south facilities.
harder to access the senior leaders.

What we did: We invested into
our facility senior leadership teams,
ensuring that there is greater support
for the facilities. We did this by
introducing the Deputy Chief Nursing
Officer role and defining rounding
(regular checks on patients) for our
nursing colleagues. We also relocated
the management team in the south
to one location co-located with
University College Hospital (UCLH),
which has enabled further integration
of leadership and facilities.

Communications

Feedback: Some sites and teams
didn’t see the communications that
were issued, and as a result, colleagues
felt unappreciated and less engaged.

What we did: We made sure
all the teams were included in
communications. Joint Ventures
North is now fully integrated into
all HCA UK communications.

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Back to Contents

InFocus • Our colleague magazine • Our people OUR PEOPLE

Across the pond with

Joe Dunn

Joe Dunn, Director of How did the new continuous have been. It’s been tremendous
Engagement and Assessments, listening project come to fruition? to have Barbara Ovenden, Head
is one of the Vital Voices project of Organisational Development in
leads based in our HCA Engagement is often seen as a the UK, as one of 23 leaders on our
Healthcare head office in one-off survey that tends to fade Executive Council that have assisted
Nashville, Tennessee. into the background shortly after with designing the programme. We’ve
the latest results are released. The been able to create one programme
Tell us a bit about yourself and feedback from previous surveys that is consistent across HCA. It’s still
your background has been about topics which are on my HCA bucket list to take a work
sometimes outside of the control trip to the UK, so perhaps Vital Voices
I’ve always been fascinated with of local managers, so it hasn’t been will help me cross that one off the list!
understanding why people behave as valuable to our leaders and
in such drastically different ways. colleagues as we’d have liked. What motivates you?
This curiosity led me to studying
Psychology and a Masters in We’ve designed the Vital Voices survey I am motivated by the opportunity to
Industrial-Organisational Psychology. to be more frequent, much shorter make a difference for colleagues and
I’ve worked in market research and and with questions about topics that patients. We know from previous
consulting. I’ve now been with HCA managers can directly influence. studies at HCA that teams with
Healthcare for nearly eight years. higher engagement levels have better
Outside of work, my wife and I stay What do you think is exciting outcomes, including higher patient
busy with twin daughters Lucy and about Vital Voices? experience scores and lower employee
Nora, who are three (going on 13!). turnover. With Vital Voices, we hope to
I’m excited about being able to improve create habits of ongoing conversations
What brought you to our people data to a level that is more between managers and their teams
HCA Healthcare? comparable to other key business about how we can continue to raise
measures. We would never provide the bar as an organisation for the
I first became familiar with HCA leaders with financial metrics once benefit of our patients.
Healthcare because my family would a year and hope for the best when
drive nearly 200 miles to use Centennial they’re managing their budget. It
Medical Center, a HCA hospital in should be the same for engagement.
Nashville, as opposed to a hospital near Going forward, leaders will be
my hometown of Kevil in Kentucky. The partnering with their teams to act
doctors and nurses who provided care quickly after the survey results come in
to my grandparents had a tremendous and track progress more frequently.
impact on me and my family. I joined in
2011, managing our patient experience How have you been working with
research, then after four years I moved our UK colleagues on Vital Voices?
to HR, where I now lead employee
engagement and assessments. This has been my first opportunity to
partner with the UK, and while there
are certainly some differences that
present their own challenges (GDPR,
maybe!), I’ve also been surprised at
how similar many of our challenges

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FACILITY ACTIONS InFocus • Our colleague magazine • Facility actions

Sharing your opinions

Aida Yousefi Chief Alongside this, we introduced weekly We’ve already made such great progress
Executive Officer at Executive Roundings, whereby members and can continue to do so by hearing
The Harley Street Clinic of the executive teams would walk the from our colleagues. Please make sure
and The Portland Hospital floors, to meet and engage with all your voice is heard by completing the
colleagues working within them. Vital Voices survey today.
During 2017, The Harley Street Clinic
(THSC) and The Portland Hospital How did you update colleagues?
(TPH) merged, bringing together our We launched a bi-weekly bitesize
two fabulous hospitals. This was an update, which was predominately
exciting time for both facilities, with the updated by the executive team to
change bringing many opportunities ensure colleagues were aware of any
for colleagues as well as enhancing the new activities, projects and business
services that our hospitals offered. update. With two large hospitals,
there is a lot to keep up with!
Following this, the Employee Opinion
Survey (EOS) was carried out. This was We also promoted collaboration
the ideal opportunity to gain feedback, between colleagues across both
suggestions and opinions from our hospitals through the THSC &
colleagues. And now, Vital Voices gives TPH Shout Outs; an informal
colleagues the opportunity to continue communication channel where
to be heard, so we can progress and colleagues could acknowledge
continue to improve. and celebrate accomplishments
in a public forum. This has now
What did your previous survey been moved to the EPIC platform,
results show? in which shout outs are now
displayed companywide.
One of the areas identified as needing
improvement in our last survey was Another area we addressed was the
communication and teams working communication channels between all
collaboratively. This included different teams and departments. In order to
departments and hospitals sharing encourage different departments to
information for better practice and engage with their neighbouring teams
working more effectively as a team more frequently, we consolidated
to deliver the same vision and goal. TPH & THSC monthly Head of
Department meetings.
What were your next steps?
Alongside this, THSC & TPH
Keeping colleagues up-to-date with Governance Team created the
activities across both facilities was Weekly Governance Message of
crucial. We adopted different the Week. This promoted lessons
communication channels and learnt between departments and
engagement initiatives to guarantee enabled colleagues to participate
colleagues were engaged and updated. and engage across both facilities.

We wanted to make sure all colleagues
had access to meet the executive team,
in an informal and relaxed environment.
Introducing the CEO updates was a
great way to do this, as it allowed
colleagues from different departments
to meet each other and their executive
team in a face-to-face forum.

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InFocus • Our colleague magazine • Facility actions Back to Contents

FACILITY ACTIONS

Continuing to
make a difference

Janene Madden We have held a number of Heads One of the ideas that came through
Chief Executive Officer of Departments (HoDs) Away Days from our colleague feedback was to
at London Bridge Hospital (albeit hidden onsite in one of our launch a wellness strategy across our
boardrooms!) to enable our leaders to facility. So last month, we launched
Since the last staff survey, there create and drive their own initiatives ‘Healthy You!’ as part of our wellness
has been a true focus on colleague across London Bridge Hospital. This week in which over 300 colleagues
engagement to ensure we provide a includes ensuring they’re holding attended. We have many more
place of work that everyone enjoys one-to-ones with colleagues, creating exciting initiatives to follow this
coming to. Our aim is to provide as our Nursing Credo, initiating local year as part of our wellness strategy.
much attention as we can to improving recognition schemes, and improving
our colleague experience at London the quality of our communication I am very much looking forward to
Bridge Hospital, in the same way that through our ‘new for you’ scheme and hearing from you all in Vital Voices.
we do for our patients. Attracting, regular monthly staff newsletters. The new survey will enable us to ensure
retaining and developing our Last month, we had the lowest staff we remain focused in the areas that
employees ultimately leads to a better turnover figures ever at London Bridge truly make a difference to you and
patient experience – that’s why Vital Hospital. We’d like to think this is as your role at London Bridge Hospital.
Voices is important. The new Vital a result of our continuous focus to To deliver exceptional care, we must
Voices survey will give you the chance ensure we are engaging with our staff. remain focused on recruiting, retaining
to share your views and feedback, so and developing exceptional staff.
we can continue to improve your work. In November, we were awarded
the Gold accreditation for
My focus has been equipping our line Investors in People (IIP) Award,
managers to blend staff engagement which is a worldwide people
into everything we do. We are now a management accreditation.
large campus with a lot of sites, so
taking the time to actively listen to The gold standard, which is held
staff feedback is vital to our success. by only 7 per cent of companies, is
Some of the engagement tools we’ve assessed via an onsite inspection
implemented range from regular along with a formal survey of all our
department meetings, staff forums staff. We had over 76 per cent of our
and weekly campus rounding staff complete the comprehensive
meetings with the executive team. independent survey, which gave us a
We have also introduced ‘Afternoon good insight into what our colleagues
Tea with Janene’ where I meet with value at London Bridge Hospital. We
staff from various departments to are now working toward achieving a
have a cuppa and listen to feedback, Platinum IIP Award in 2021.
whilst enjoying a scone (or two)!

14

FACILITY ACTIONS InFocus • Our colleague magazine • Facility actions

Understanding how
you’d like us to improve

Charles Percy The changes we’ve implemented
Chief Executive Officer create more communication
at HCA Laboratories between the senior leadership and
the wider team. They also allow
We’ve made big improvements to team members to engage with the
the way we work in HCA Laboratories wider business in a different way.
(Labs). One of which was our move to
Shropshire House. A project like that We’ve already seen things improve:
is never an easy task – but our whole • Over time, we have seen team
team worked incredibly hard to seize
the opportunity, overcome the members engaging and
challenges and make the move a participating more during the
success. I’m thrilled with the progress Listening Groups.
we’ve made together. • We have seen teams taking more
accountability and responsibility,
One of the key things we found from delivering a successful move to
the Employee Opinion Survey was that Shropshire House.
many team members at Labs wanted • Our UKAS inspection highlighted
to be able to communicate with team members’ drive, engagement
senior leaders differently. and passion, with a focus on
teamwork and patient care as key
We worked to change things by: positive elements of our workplace.

• Establishing quarterly CEO We’ve responded to your feedback –
Listening Groups, which are open and now we are launching a completely
to all colleagues. During these we new survey, Vital Voices. This will allow
can share the latest business results, us to understand what you’d like us to
outline upcoming projects and work on now. Let’s continue to work
discuss any challenges. Team together to make a difference.
members can also raise any
questions or concerns directly to me.

• Setting up monthly Section Head
meetings to discuss operational
and clinical issues and agree
solutions together.

• Holding quarterly meetings with
the Senior Management Team,
after which they can consistently
cascade important business
updates to their teams so that
everyone knows what is happening.

• Running a Datix training module
for all Labs’ colleagues last
autumn. This training showed
how our behaviours in Labs can
be interpreted by those outside
of Labs and how we can improve
our service and profile.

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InFocus • Our colleague magazine • Facility actions Back to Contents

FACILITY ACTIONS

Creating the very
best workplace

Aida Yousefi Chief In addition to the feedback we These actions have proven very
Executive Officer, Leaders had from the survey on this, we successful. The weekly breakfast
in Oncology Care (LOC) investigated these themes further CEO’s update and the suggestion box
by looking into the results from enables us to address and acknowledge
We’re very proud that Leaders in leavers' questionnaires. the issues raised and feedback given.
Oncology Care (LOC) teams work
extremely hard together to provide What actions did you take? How did you measure success?
the best service for our patients.
To continue to do this, your opinion We implemented a number of • We saw improved attendance
matters to us. initiatives, including: at the management
breakfast meeting
We had some great results from the • Weekly management breakfast
last staff survey and have responded meetings with at least one member • There has been an increase in
to your feedback and suggestions as of the leadership team including interaction at the CEO’s updates –
a result. Please continue to make myself. This enables colleagues to colleagues have been proactively
your voice and opinions heard by speak to a senior member of the making suggestions for change
completing Vital Voices. team about their concerns. Senior
leaders then support them to come • There has been regular, positive
up with a solution and work with the feedback through the
operations team to take actions suggestion box
where possible.
• We’ve seen a reduction in concerns
One of the key themes we focused on • CEO’s update every quarter – raised about performance within
from the former survey results was the This is an open forum for me the teams
communication of senior leaders. to provide a business update,
and for colleagues to highlight • We’ve also seen significantly
any concerns they may have. reduced turnover figures within
the nursing team
• Reinstating our colleague
suggestion box. This is an I urge you all to complete Vital Voices,
excellent tool for colleagues to so that we can understand how you
regularly share their feedback. are feeling and therefore what
improvements we can make to
support you going forward.

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FACILITY ACTIONS InFocus • Our colleague magazine • Facility actions

Making improvements
across our offices

Mark Forrest The other significant change as a
Chief Human Resources direct feedback from colleagues was
Officer for Corporate the request for a dress down Friday
across all corporate offices. This was
Hearing the thoughts and suggestions launched in summer 2018 and has
of our colleagues is what matters proven very popular.
most to us, and so when the Employee
Opinion Survey took place in 2017, we Making HCA UK a better
took the time to review and digest the place to work
corporate feedback received.
The refurbishment projects that are the
Some of the keys themes we have first stage of this took six months to
focused on from the previous survey are: complete across the sites and included a
• Improving our communication total refresh of 242 office, new
• Making HCA UK a better place furnishings across IT&S at 1 London
Bridge and the Prestatyn offices.
to work We provided new meeting pods and
replaced desks and chairs. We also
It was also clear we needed to have have some great new HCA UK artwork
meaningful two-way dialogue with in all offices, illustrating what we do
colleagues, so they can be heard across the organisation.
and involved in changes that affect
them in the workplace. We now have more breakout spaces
which allows for a more social and
Improving our communication relaxing space for all colleagues to
We wanted to focus on what was enjoy in their breaks or catch-up
important for colleagues, so we with colleagues.
launched the Employee Opinion
Survey (EOS) Council towards the end You have also told us that you are
of 2017. We invited colleagues to join concerned about our environmental
the discussion and represent the views impact. We are progressing with our
and thoughts of their departments. environmental strategy and working
towards how we can recycle and reuse
more of our materials more effectively
across our sites.

The feedback from the EOS Council
included their views on improving our
facilities and having space to enjoy
lunch and relax on their break.

As part of their role, the EOS Council
was involved in the delivery of the office
refurbishment at 242 Marylebone Road.
They were consulted with, from design
to execution, and helped during the
decision-making process. Working in
partnership with our estates colleagues
on the corporate offices refresh, we all
now have an updated and improved
working environment.

17

Back to Contents

Your voice
drives our purpose

Simple Take the Vital Voices engagement
Confidential survey from 13th-28th May
Actionable
• 12 questions plus an option to comment
• Less than five minutes to complete
• The results are confidential
• You can take the survey on your mobile or PC

Your voice keeps us connected so together
we can improve more lives in more ways.

To take part, look out for an email from
our external survey provider, Glint