Craic-ing the week 16/09/23

W/C 16th September

As with the last few weeks, the final push towards the new hospital opening is still front and centre. While most of the big-ticket items for Digital & IT have been sorted for a while, the workload has ramped up as we continue to deploy devices, apply local configurations, and respond to department and external partner requests.

The tagline for MMUH has always been #MoreThanAHospital, and it’s true—one of my team described it as a "multi-agency hub," with NHS organisations, local government, and third parties all using the space in some way. This week, I’ve focused on keeping priorities clear, managing expectations, and supporting the teams who are working flat out.

One thing that stood out this week is just how much of an impact communication can have, depending on the medium, context, and content. There was an instance where a message was sent out that caused some unnecessary concern for our stakeholders, requiring a bit of reassurance. Turns out everything was under control, but the way it was communicated caused a few heart rates to spike! I always aim to give my teams as much autonomy as possible, but this reminded me that I need to make sure I’m across the right details. Something small to the teams on the ground can have a much bigger impact, especially when customers are involved.

I’m somewhat obsessed with customer service—probably thanks to the Gober Method (not without it's own controversy!), which was drilled into me back in my M&S days. It’s a story for another day, but this week was a good reminder that leadership requires consistent messaging, especially around customer commitment. Understanding them, their work and their priorities thoroughly can make it easier to put ourselves in the customer's shoes.

I sometimes get funny looks when I use the word "customer" in the context of Digital & IT, but for me, it’s simple. While we’re ultimately aiming to improve patient pathways and outcomes, the clinicians and staff working with patients and service users are just as much our customers. Their experience with the digital tools we provide can make or break the care they deliver. I’ve watched the rise of roles like CCIOs (Chief Clinical Information Officers) and CNIOs (Chief Nursing Information Officers) during my time at SWB, and I know how valuable clinical leadership is within Digital.

This week, I had the chance to meet with Northern Ireland’s CCIOs and some of their teams, and I’m encouraged by the collaboration and expertise they bring. As I get ready for my next role here, it’s good to know clinical voices are well-represented in digital initiatives.

I also attended our monthly Information Governance Group, a meeting that really helps with my infrastructure remit. Some people see all governance as bureaucracy for the sake of it, but I take a different view (although I am the first to give off if bureaucracy is just for the sake of it or overly burdensome!). Done right, governance is a real enabler.

I’m process-driven, and effective governance is part of that—it’s not about restricting progress but ensuring we’ve got sanity checks along the way. This group provides the support and oversight that gives weight to some of my team’s priorities, which is hugely valuable.

A highlight this week was running the Quality Improvement Half Day (QIHD) for the Informatics teams. SWB dedicates a half day each month to QI for every staff member, and it’s a great way to engage the teams and give them the authority to drive improvements. This month, we focused on the clinical safety case for MMUH and the patient pathways we’ll be using at the new hospital.

When we dive into clinical topics during QIHD, there’s always a risk that the details won’t resonate with teams in support services like Informatics. But to my earlier point, understanding our customers’ processes is key to delivering what they need, and QIHD is a great way to step into their shoes.

The weekend’s here, so I’m off to recharge for the week ahead. Mrs S. is working, so aside from keeping the kids out of trouble I'm planning a quiet one with an eye on the footy, boxing and NFL...

Onward!

The views expressed are entirely my own and do not necessarily represent the views of any organisation with which I am affiliated.