MAKING THE CASE: FOR EMPLOYEE AND CUSTOMER ENGAGEMENT

CASE STUDY ON CUSTOMER SERVICE


 

Company: Royal Liverpool and Broadgreen University Hospitals NHS Trust

The trust was formed in April 1995 from the merger of Broadgreen Hospital NHS Trust and Royal Liverpool University Hospitals NHS Trust. It controls Royal Liverpool University Hospital, Broadgreen Hospital and Liverpool University Dental Hospital.

Type of Business: Healthcare

Challenge
In the spirit of the NHSTransformation to enable the Matrons to implement and execute Trust strategy and doing this in the spirit of the Lord Darzi report of Delivering Quality Care for all. It was felt that improved leadership for the Matrons would support them in this challenging role.

Solution
Once Dale Carnegie became the preferred supplier, there were 3 stages to the project. First was to understand the needs of each matron and how things needed to be different in their role, second was to customise Master classes that would deliver the result, next was to deliver inspirational sessions to make the transformation happen. Finally to evaluate and follow up to ensure the transformation had taken place.

Results
We now have a group of Matrons who feel empowered to make decisions that will benefit patients and staff and through a re-launch of their role and a change of uniforms we now also have a team that is highly visible. The Matrons are clear about their role and the expectations placed upon them and both as a team and as individuals we feel confident in their abilities to meet those expectations.

 


 

Dale Carnegie Corporate Solutions –
Meeting YOUR Business Needs with Customised Solutions

We hope we have given you a taste of our consultative approach – that we work to understand your needs and develop customised programmes to get you to where you want to be!

Dale Carnegie's Corporate Solutions is a competency-based programme with customisable and configurable modules. Our Corporate Solutions Consultants work with individuals, groups, and organisations to design solutions that unleash your employees' potential, enabling your organisation to reach the next level of performance.

Our consultative process revolves around five "i"s – or our iMap Process:

iMap: THE ROAD THAT GETS YOU WHERE YOU WANT TO GO

  • inquire
  • involve
  • innovate
  • impact
  • intent

Contact your local office below to find out how we use each of the "i"s to help YOU with your business needs!


Copyright © 2014 Dale Carnegie & Associates, Inc. All rights reserved.