Case Study: Bolton NHS Foundation Trust enhances staff and patient experience with NHS Employers

Bolton NHS Foundation Trust - Customer Case Study

Bolton NHS Foundation Trust, a provider of hospital and community health services, faced a challenge with low staff morale and engagement following a period of significant organizational turnaround that included department restructures and job losses. They partnered with NHS Employers to proactively utilize their Staff Friends and Family Test (SFFT) data and additional questions to shape a new staff engagement strategy aimed at improving the experience for both employees and patients.

The solution from NHS Employers involved a multi-stage process. This included facilitating team workshops to create actionable plans from survey data, establishing a trust-wide staff engagement steering group, and, most significantly, analyzing the correlation between staff and patient feedback. NHS Employers helped the trust identify a key link: when staff felt recognized by their managers, patient satisfaction scores were higher and complaints were lower. This intelligence allowed for targeted interventions. The trust also implemented a new system, Meridian, to capture real-time feedback and created a Pulse Survey for ongoing monitoring, leading to a more responsive and data-driven approach to continuous staff engagement improvement.

Bolton NHS Foundation Trust