Wiltshire Primary Care Trust - Reforming Community Services
Project Background:
Wiltshire PCT has adopted an innovative, national lead role in remodelling its community services provision in line with the Pathways for Change strategy. The aspirations for the RCS programme are in line with policy direction being set by Lord Darzi. However, this is such a radical change to current service provision, entailing closure of community hospitals working conventional 9 to 5 hours and moving to creation of neighbourhood nursing teams working 24/7, that there has been significant opposition from staff, GPs and patient groups at the initial implementation of the Programme.
Approach to the work:
Basis was commissioned to assess lessons learned and devise smarter change strategies and tactics for the RCS programme and recommend new change initiatives.
In undertaking this review we:
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Undertook extensive consultation with staff and external stakeholders
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Assessed opinions and identified strengths and weaknesses in the approach adopted by the PCT
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Helped the PCT reassess its OD change approach
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Supported them in embarking upon a more inclusive communication exercise and proactively engage its staff in redesigning ways of working
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Worked with the Board to identify and understand the political sensitivities in relation to the outcomes of this review and then agree the most appropriate approach to ensuring that these were used and communicated in a positive way to all stakeholder groups.
Transferring Skills and Knowledge:
Basis is now facilitating the Executive Directors in developing the business model for world class commissioning, supporting the new MD of Provider Services in a top down design of the business model and detailed design of maternity services.
We will also be supporting the HR Director in strengthening the capability to deliver OD change programmes and significantly increase HR professional advice on staff change issues.
Testimonial:
John Williams, Finance Director, Wiltshire PCT
“Basis was engaged to help us with a review of our reforming Community Services Programme with the aim of learning and then applying lessons but also to rebuild stakeholder and staff bridges that had been damaged during Programme implementation. The original Programme was highly sensitive and politically charged and had many opponents amongst patient and GP groups as well as facing resistance from staff. Local media and politicians had also joined the bandwagon.
Any attempt to engage with these stakeholders required sensitivity and empathy which Basis provided to the extent that they were commended by stakeholders who began to see the benefits of the Programme and view it afresh.
At the time of writing, Basis involvement has been instrumental in the Programme becoming accepted simply as the ways things are now done in Wiltshire. Thanks to Basis contribution and recommendations on change and improvement, stakeholder and staff relationships have settled back to a more normal pattern.
Basis support has been impressive and as a consequence we have been pleased to appoint them to undertake further work for Wiltshire PCT.”
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