Excellence in Customer Focus – Physicians/Healthcare Professionals

Summary of work

The ever-evolving NHS presents a great challenge to UK specialist nurses in their quest for excellence. Arena aims to support specialist nurses to advance clinical practice in the management of inflammatory diseases in dermatology, gastroenterology and rheumatology. A multi-speciality steering committee highlights real-life clinical gaps to shape the content of the programme.

Identified areas of focus for 2013 were: collaborative working across the specialities, clinician–patient communication and commissioner engagement. 

Using an evidence-based model, developed in partnership with an advisory board of psychologists and CME specialists, we created a programme to effect change around the identified areas, by:

• Understanding the determinants that may prevent implementation of the desired changes
• Targeting specialist nurses who are ready to make a change
• Developing impactful practice-changing programmes to address each objective, via participative workshops, hands-on exercises, peer-to-peer discussions and plenary sessions
• Celebrating and sharing successful Arena-inspired innovations to ensure continued inspiration.

Judges comments

This entry shows a clear articulation of vision, strategic pillars and supporting tactics. A well-executed programme, it makes good use of co-creation and effectively engaged cross-therapy nurses resulting in an 87% increase in improvement in communication with patients.