Royal Free London NHS Foundation Trust
- High-performing clinical and teaching hospital.
- 1,770 beds across three sites: Barnet Hospital, Chase Farm Hospital, and Royal Free Hospital.
- 16 hospitals, and 29 clinics with 100+ clinical departments.
- 1.6 million patient admissions annually.
The Royal Free London NHS Foundation Trust engaged clinical and non-clinical staff across all sites to take a pulse on what COVID-19 support services and communication efforts were the most valuable. The Trust’s goal was to determine which services and programs should be continued and how to best communicate with teams in preparing for a second COVID-19 wave:
Provide senior leadership with clear employee identified improvement opportunities and next steps regarding the best way to progress.
1,000+ employees completed the survey consisting of demographic questions, 3 scaled satisfaction questions, 12 open-ended questions, and 3 multiple response questions.
Several statistical correlations and analysis were performed to decipher the factors affecting employee satisfaction on a daily basis.
Responses were categorized into three overarching themes of support, communication, and safety. Subthemes were carefully developed by thoroughly examining all responses.
Overall I felt really proud to be a part of this Trust in the crisis. I felt that strong and clear leadership, communication and support was available and necessary changes were made quickly and responsively. While it is very easy to criticise, and things were not, and could not be, perfect, in general they were done very well under the circumstances.
What Matters? Insights
Royal Free London NHS Foundation Trust needed to get to the root of what mattered to staff right now. goShadow co-created action oriented questions consisting of demographic information, 3 scaled satisfaction questions, 12 open-ended questions, and 3 multi-response questions to understand the specific experiences of Trust employees. Heightened data analysis was utilized to glean important details from employee feedback. The goShadow team utilized various forms of data visualization by categorizing all open-ended responses into the three main categories revealed through analysis: communication, safety, and support. Meaningful quotes from Trust employees system-wide were provided to Senior Leadership to show the human story behind the data.
Deeper insights were provided to Senior Leadership through correlational statistical analysis. The correlation was essential in determining the key factors affecting employee satisfaction through examining the likert scale questions in combination with the use of keywords such as support, senior leadership, communications, email, food, PPE, and freenet.