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Case Study
Kent Community Health NHS Trust

Management Development Programme

Context

Kent Community Health NHS Trust is the fifth largest NHS Community organisation in England and employs over 3000 clinical and corporate staff.  Due to the current economic climate the Trust needed to save £5 million each year for a 4 year period.  It was in this climate that Eliesha was engaged to train both Senior and Middle Managers to deal with the change process the organisation was going through.

Shortly after beginning to work together, Eliesha and the Trust were faced with new challenges as the General Election resulted in additional major unforeseen structural changes to the NHS.  Within a year the organisation, previously known as the NHS Eastern and Coastal Kent Community Services, had become a Community Trust and merged with West Kent Community Services.

Objectives

The change of Government and their plans for GP Commissioning resulted in the following key skills being identified by the Trust as being essential for all training, but particularly for the Senior Managers training.

Key skills development required included:

  • Commercial Awareness
  • Partnership Working
  • Customer Focus/Relationship Management - and Relationships around GP as commissioner and provider
  • Influencing Skills - Explaining Changes to Staff; Working with Government Policy; Understanding Working Practices

There was a need to free up managers so they could focus on relationships and let the team concentrate on the day to day issues.

All staff needed to become aware of changing working conditions. For example, the District Nurse also needed to have good relations with the GP and to understand they are the customer face of the Trust to GP Commissioners.

The Community Trust also needed to manage patient expectations in this new world with imposed financial restrictions by working towards delivering quality, innovation, productivity and prevention to make sure they are able to deliver better services with less money.

Solution

Eliesha was contracted for 3 years to design and deliver a programme consisting of 2 core components.

Destination Empowered Leadership (6 days training)

  • Knowing Yourself
  • Manager as a Coach
  • People Performance (2 days)
  • Leading Change (2 days)

Living Leadership (6 days training)

  • Leading Service Delivery (2 days)
  • Action Learning Set
  • Setting Future Direction (2 days)
  • Action Learning Set

The Living Leadership training led to a Chartered Management Institute Level 7 certificate.

Eliesha worked in partnership with the Trust to ensure that the key skills and objectives were woven into the course materials. This was especially the case for the Living Leadership materials which not only needed to satisfy CMI requirements for modules 7002 and 7014 but also the Trust’s internal additional requirements around commercial awareness and partnership working.

““I feel I have got an enormous amount out of doing the course. The associated study really did help me to think about the theory - and what it all means in my role. I think it has been the most useful course I have done as a manager.’ “I really enjoyed working with Eliesha and hope we will continue to see you around this organisation as you have made a very positive difference.” Deputy Associate Director, Adult Clinical Services ”

Outcome

After the first year of training 68 delegates were trained in Empowered Leadership and a further 21 delegates undertook the Living Leadership programme. An integral and key aspect of the training was evaluation and Eliesha conducted Kirkpatrick levels 1, 2 and 3 evaluations of both training programmes.

Line Managers of delegates on the Empowered Leadership course noticed a significant difference in their staff’s ability to manage others as a consequence of the training with a resultant measurable increase in performance. All delegates were able to put into practice theory they learnt during their course and felt more confident dealing with difficult situations.

Delegates on the Living Leadership programme commented that their skills and knowledge had increased and that they had been extended beyond their comfort zones.

Delegate feedback included:

On the Empowered Leadership programme, managers noted improved Knowledge, Skills, Attitude and Behaviour of the delegates taking part.

“The course has helped me to develop strategies to deal with a range of staff issues.”

On the Living Leadership programme, results were very encouraging and facilitator feedback has also been excellent.

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