Towards a New Model of Leadership for the NHS

This paper was commissioned by the NHS Leadership Academy as a contribution to thinking about the future development of leadership in and around the NHS. It was prepared in collaboration with the Hay Group. The backdrop and one of the triggers was the launch of a new suite of professional development programmes sponsored and organised by the NHS Leadership Academy. From the research reported in this paper a new framework for leadership in the healthcare is built. This is being used to guide the construction of a new Leadership Model. To quote the NLA this 'will be a well-researched, evidence-based model that reflects the values of the NHS, what we know about effective leadership, what we have learned from the Leadership Framework and what our patients and communities are now asking from us as leaders'

The Organisational Impact of Implementing Integrated IS in HE institutions: a case study from a UK University

This paper explores the implementation process of integrated Information Systems (IS) in Higher Education (HE) institutions. This is achieved through the analysis of a HE institution’s strategy during the implementation process of the integrated IS and the impact that the new system had on the working practices of the HE institution. Through the use of interviews, the research indicates that there has been a growth of alternative power bases within the university, new roles and responsibilities for administrative staff and a different working environment for academics

Understanding and responding when things go wrong: key principles for primary care educators

Learning from events with unwanted outcomes is an important part of workplace based education and providing evidence for medical appraisal and revalidation. It has been suggested that adopting a ‘systems approach’ could enhance learning and effective change. We believe the following key principles should be understood by all healthcare staff, especially those with a role in developing and delivering educational content for safety and improvement in primary care. When things go wrong, professional accountability involves accepting there has been a problem, apologising if necessary and committing to learn and change. This is easier in a ‘Just Culture’ where wilful disregard of safe practice is not tolerated but where decisions commensurate with training and experience do not result in blame and punishment. People usually attempt to achieve successful outcomes, but when things go wrong the contribution of hindsight and attribution bias as well as a lack of understanding of conditions and available information (local rationality) can lead to inappropriately blame ‘human error’. System complexity makes reduction into component parts difficult; thus attempting to ‘find-and-fix’ malfunctioning components may not always be a valid approach. Finally, performance variability by staff is often needed to meet demands or cope with resource constraints. We believe understanding these core principles is a necessary precursor to adopting a ‘systems approach’ that can increase learning and reduce the damaging effects on morale when ‘human error’ is blamed. This may result in ‘human error’ becoming the starting point of an investigation and not the endpoint

The geography of strain: organizational resilience as a function of intergroup relations

Organizational resilience is an organization’s ability to absorb strain and preserve or improve functioning, despite the presence of adversity. In existing scholarship there is the implicit assumption that organizations experience and respond holistically to acute forms of adversity. We challenge this assumption by theorizing about how adversity can create differential strain, affecting parts of an organization rather than the whole. We argue that relations among those parts fundamentally shape organizational resilience. We develop a theoretical model that maps how the differentiated emergence of strain in focal parts of an organization triggers the movements of adjoining parts to provide or withhold resources necessary for the focal parts to adapt effectively. Drawing on core principles of theories about intergroup relations, we theorize about three specific pathways—integration, disavowal, and reclamation—by which responses of adjoining parts to focal part strain shape organizational resilience. We further theorize about influences on whether and when adjoining parts are likely to select different pathways. The resulting theory reveals how the social processes among parts of organizations influence member responses to adversity and, ultimately, organizational resilience. We conclude by noting the implications for organizational resilience theory, research, and practice.Accepted manuscrip

Seven Steps Toward State Success in Covering Children Continuously

Summarizes recommendations from symposium discussions on state efforts to increase health coverage for children, including simplifying procedures, emphasizing community-based outreach, changing agency culture, and partnering with local organizations

Enterprise portals: addressing the organisational and individual perspectives of information systems

Enterprise portals are being viewed as the next generation application platform of choice, offering benefits over both client/server and thin client arrangements. By providing a mediating layer between the information applications and resources of the organisation and the individuals using them, enterprise portals appear to provide a unique context to allow both the organisational and individual perspectives of information systems to be addressed. This study seeks to examine these often competing perspectives of information systems by using an exploratory empirical survey to investigate the actual deployment of enterprise portals within a range of different organisations. It is found that both the individual and organisational benefits that enterprise portals can offer appear to have been recognised, and coherent sets of services addressing each of these perspectives are being developed. Consistent with diffusion and acceptance of technology models, organisations appear to be commencing their portal developments with services that will ensure utilisation by individuals, and are subsequently seeking to realise organisational level benefits

STAFF PROFESSIONALISM IN UNIVERSITY SERVICES: A CASE STUDY OF UiTM

This paper aims to show that staff professionalism is one of the factors that lead to customer satisfaction in university services. Staff professionalism is an important component in university services. A quality service is considered as one of the important research topics in the context of service delivery in universities. Frontline university service is the first step before the public or customers pursue the matter further. If at this first step they are provided with quality service, indirectly it reflects positively on the university. However, if the quality of the service provided is poor it reflects negatively on the university. In this study, 192 of 909 graduates students who responded to the questionnaire and analyzed by using Statistical Package for Social Sciences (SPSS) software to achieve the outcome of the study. The findings show that there is a positive relationship between staff professionalism and customer satisfaction. Several recommendations were suggested to UiTM in order to improve its counter services delivery and to achieve customer satisfaction.Staff professionalism, customer satisfaction, public universities

The management of academic workloads: full report on findings

The pressures on UK higher education (from explicit competition and growth in student numbers, to severe regulatory demands) are greater than ever, and have resulted in a steady increase in measures taken by universities to actively manage their finances and overall quality. These pressures are also likely to have impacted on staff and, indeed, recent large surveys in the sector have indicated that almost half of respondents find their workloads unmanageable. Against this background it would seem logical that the emphasis on institutional interventions to improve finance and quality, should be matched by similar attention given to the allocation of workloads to staff, and a focus on how best to utilise people’s time - the single biggest resource available within universities. Thus the aim of this piece of research was to focus on the processes and practices surrounding the allocation of staff workloads within higher education. Ten diverse organisations were selected for study: six universities in the UK, two overseas universities and two non higher education (but knowledge-intensive) organisations. In each, a crosssection of staff was selected, and in-depth interviews carried out. A total of 59 such interviews were carried out across the ten organisations. By identifying typical practices, as well as interesting alternatives, views on the various strengths and weaknesses of each of their workload allocation approaches was collated; and associated factors requiring attention identified. Through an extensive process of analysis, approaches which promoted more equitable loads for individuals, and which might provide synergies for institutions were also investigated