Tavistock and Portman

The Tavistock and Portman NHS Foundation Trust

Customer Objective:

Provide a customer orientated, usable IT and informatics services that builds on reliable technology services and puts the needs of the service users and staff at the centre of all the department does.

Ideal Approach:

Ideal approached this with a structured programme, adopting best practice from MSP and Change Management methodologies. Working in collaboration with the customer the following was put in place;

  1. Strategy Development Workshop: The attendees explored the change curve and the use of story-telling as an important skill in the delivery of successful strategy and projects
  2. Customer Requirements Workshop: This workshop focused on the customer for the department and taught the use of Kano and SIPOC LEAN tools to identify the customer needs and ensure that all stages in the process were adding value for service delivery.
  3. The workshops were followed by structured 1:1 interviews. The interviews were 20 minutes each and included questions about the individual’s strengths and capability and the individual’s perception of areas that were weaker across the whole of the department.
  4. Process reviews – Ideal reviewed all existing processes and developed recommendations for changes where appropriate.

Final Outcomes:

At the end of the engagement, the customer was able to appoint a local lead to adopt and embed the recommended changes. These related to Governance, Portfolio Controls, New processes and Templates and cross-referencing to other local initiatives (for avoidance of duplication).

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