The Medirest Way is our unique cultural change programme based around 5 key behaviours:
- Always be clean and tidy both in your appearance and in your working environment.
- Always engage and acknowledge people in the hospital and let them know that you care, whether they be patients, visitors, medical teams or colleagues.
- Be a ray of sunshine through your helpful positive attitude, your language and your general disposition
- Stay focused and look for opportunities to make a difference and live these behaviours every single day
- Aim beyond and be the very best that you can be!
One of the most empowering messages of The Medirest Way is that whatever your job is at the hospital, whether you’re a porter, doctor, domestic or nurse, we are all here to do the same thing, which is to help people get better.
Once our teams realise just what an important role each individual has in achieving that, it changes their belief and therefore their attitude and behaviour, and ultimately it changes the results we help to achieve in the overall patient and customer experience.
Back in 2009 Shane Sutton, the Head Coach of the British Olympic Cycling and the Sky Tour de France Teams, gave a speech to our people. He talked about how everyone in the team strives on a daily basis to be the best they can be and about the importance of the aggregation of multiple small improvements in many different areas to deliver a step change in performance. The net effect of this was 14 Gold Medals at the Beijing Games and more recently an even better performance in the London 2012 Olympics.
The speech got us thinking. Where can we make small improvements, day by day that, when put together, will produce a consistent winning performance that our customers will really notice and appreciate? We called the result of our deliberations and research The Medirest Way.
We are aiming way beyond delivering an efficient and effective service. Whilst all of these things are vital to achieve, there are so many small details that also require our attention and focus. And through consistently improving them, we believe that we offer you an overall level of service that puts us ahead of all our competitors.
Moreover, this mindset and daily focus will ensure that we continue to deliver outstanding service through our fantastic people and to achieve the level of results that will help you and us win together.
The so-called soft side of service delivery involves the quality of the human interactions, the daily 50,000 moments of truth that occur when we are with our customers. An increasingly large number of different researchers have been demonstrating the links between positivity and healing. In other words, your consistent state of being has a tremendous impact on your health. And the research goes still further. Mindset, both positive and negative, is contagious. So, not only does the way you are effect how you feel, it also affects the people around you, for good or for ill. This was our starting point for The Medirest Way. Kindness, positivity, courtesy, caring, helpfulness and generosity are the healing qualities through which we aim to manifest The Medirest Way.
How we do it
As with most great ideas, the key is executing consistently. To help us achieve this, we engaged an organisation called Liberation International who helped us develop this programme. They work with and are endorsed by Shane Sutton. Their unique contribution has been to translate the messages of The Medirest Way in such a way as to capture the imagination of our people.
Our Managers and Supervisors go through a two-day workshop and their teams a half-day workshop, with a difference. This is not a corporate power-point presentation. It is a jargon-free zone in which the participants are introduced to The Medirest Way through a combination of stories, short film clips, fun activities and a fantastic memory technique that allows for effortless recall of the 5 behaviours that we want all of our people to focus on. Having delivered this in four hospitals to hundreds of our team members, the results have been tangible. There was an initial excitement and buzz and four months on, this has been sustained.