01 - 03 April, 2019 | London, UK
Anil Mathew, Former Group Director of Continuous Improvement at NHS

Anil Mathew

Former Group Director of Continuous Improvement

Check out the incredible speaker line-up to see who will be joining Anil.

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Conference Day One - Tuesday 2nd April

Monday, April 2nd, 2018

3:45 PM Case study: Creating a customer centric culture in an organisation steeped in tradition

In a traditional process-driven culture, how do you design a customer-centric model and what are the key elements to making the change sustainable? 
You will hear lessons learnt from the West Sussex and Brighton NHS Trusts Patients First initiative, including: 
  • Getting stakeholders, from top management to coalface, to believe in the purpose of the transformation 
  • Embedding strategies that worked, and learning from those that failed 
  • Key data demonstrating the tangible improvements to the Trusts
  • Transferrable learnings from the programme that could also be applied in the private sector