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Have you:.....................?<br />
Unashamedly lifted from Tom Peters’ response to a Harvard Business<br />
Review article by Rich D’Aveni; ‘Mapping your Competitive Position’! I<br />
read it and thought it was a road map for success in management. The only<br />
fifty things you need to know.<br />
I have adapted them for the NHS.<br />
1 Have you: in the last 10 days … visited a patient, a<br />
complete stranger. Someone using your services, now<br />
and in real-time?<br />
2. Have you: phoned a discharged patient … TODAY and<br />
asked them how was it for them?<br />
3. Have you: in the last 60–90 days … had a coffee with<br />
several patients and relatives, informally to let them<br />
gang-up on you?<br />
4. Have you: thanked a frontline employee for a small<br />
act of helpfulness in the last three days?<br />
5. Have you: thanked a frontline employee for a small<br />
act of helpfulness in the last three hours?<br />
6. Have you: thanked a frontline employee for having a<br />
great attitude … today?<br />
7. Have you: in the last week recognised—publicly—<br />
one of your staff for a small act of cross-functional<br />
(Social Services?) cooperation?<br />
8. Have you: in the last week recognised—publicly—<br />
one of “them” for a small act of cross-functional<br />
cooperation?<br />
9. Have you: invited in the last month a leader of<br />
another function to your weekly team priorities<br />
meeting?<br />
10. Have you: personally in the last week-month<br />
telephoned or visited a patient or member of staff to<br />
© Roy Lilley 18
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