This year’s Speak Up Month theme, #ListenUp, resonates deeply with our mission at NHS Resolution and our commitment to fostering a just and learning culture across the NHS.
At its core, a just and learning culture is about balancing fairness, justice, learning, and taking responsibility for our actions. It is a commitment to creating an environment where people feel safe to speak up, where their voices are heard, and where we can learn from both our successes and our mistakes.
Our ‘Being fair’ reports have laid the groundwork for this approach, encouraging organisations to take a proactive, evidence-based stance on embedding the behaviours that underpin a just and learning culture. But reports alone aren’t enough. There is a need to actively listen to those on the front lines of healthcare delivery.
Listening is more than just hearing words. It is developing an understanding of the context, the emotions, and the underlying issues that our colleagues face daily. When our colleagues in the NHS truly listen, a space is created where people feel valued and respected. This, in turn, encourages more people to speak up, creating a virtuous cycle of openness and learning.
In the past year, our Safety and Learning service has facilitated over 870 events and engagements for clinicians and legal professionals. These sessions aren’t just about imparting information – they’re about listening to the experiences, challenges, and ideas of those working in healthcare. It’s through this two-way dialogue that we can refine our approach and ensure our principles are effectively implemented on the ground.
The importance of listening extends to how we handle clinical claims. Our clinical claims journey, as illustrated in our strategy, emphasises the need for reflection and learning at every stage. When things go wrong, our first instinct shouldn’t be to close ranks or assign blame. Instead, we need to listen – to patients, to families, and to healthcare professionals. Only by understanding all perspectives can we hope to learn and improve.
This approach aligns closely with the NHS Patient Safety Strategy. By November 2024, over 900 patient safety specialists will have completed training that highlights the importance of safety cultures and references our ‘Being fair’ reports. This represents a significant step towards embedding a just and learning culture across the NHS.
But creating this culture is not just about training or policies. It’s about how we behave every day. It’s about managers who take the time to listen to their team’s concerns. It’s about colleagues who support each other through challenging times. And it’s about leaders who model the behaviours they wish to see throughout their organisations.
As we mark Speak Up Month, I would like to encourage all of us in the NHS to truly #ListenUp. Let’s create spaces where people feel safe to speak up. Let’s listen with empathy and an open mind. And let’s use what we learn to drive real, positive change in our healthcare system.
Remember, a just and learning culture isn’t built overnight. It requires ongoing commitment, reflection, and yes, a lot of listening. But the rewards – in terms of improved patient safety, staff wellbeing, and overall quality of care – are immeasurable.