RCEM QUALITY IMPROVEMENT GUIDE

Changing staff behaviour
Over 70% of changes that are attempted in any organisation fail, usually due to the
lack of engagement with the staff involved. Everyone involved in changing care for
patients has to choose to change, and this becomes much easier when they are
involved in the change that is taking place, rather than having something imposed.
Quality improvement explicitly sets out to be collaborative.
Different people have different reactions to change - some enthusiastic, some find it
threatening. This can depend on the person themselves, or their relationship with the
person leading the change, on the change itself or the amount of change that has
been happening within a department recently. Understanding and exploring some
of these barriers is a key part of leading successful change.
Ownership of the problem
Most of the key theories of quality improvement emphasise the need to start with a
problem and not a solution. This is essential not only to get a good solution to the
problem, but also to allow the team to feel involved and that the solution has been
thought through by those affected by the change. The team will be engaged by
finding a solution that will make a difference and that they will feel is worthwhile.
Developing and sharing both a vision and a journey towards that vision will engage
people who can see the big picture and also people who need to see achievable
steps.
Consider personal styles
Different people have different personal styles that affect how they respond to
information and how they communicate thoughts and ideas. Some will need more
data driven information, some rely more on feelings. Understanding this can lessen
conflict. Also understanding different personality types can be an essential part of
gathering and encouraging a team. Getting the right people on the team and then
asking them to do things that play to their strengths is important. Understanding the
difference between ‘asking’ and ‘telling’ is a useful approach in QI.
RCEM Quality Improvement Guide (2016) Page: 6