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Hinchingbrooke Hospital Trust

Healthcare | Customer focussed cultural change

Growth Needs Assessment

Hinchingbrooke Hospital Trust was the first hospital in the UK to be contracted out to be entirely managed by a third party.

Journey4 were appointed as Serco’s cultural change partner to lead the development of a cultural change strategy for the hospital to improve customer (patient) experience and align service improvement to meet patient expectations as part of its bid to operate the hospital.

Our Approach

Journey4 developed a new customer-focused value proposition for Serco that could shape the consistent development of a service culture in its contracts focused on customer delivery.

We subsequently developed a new customer-focused model for contract mobilisation, transition and transformation which was proven to be successful and was adopted in other areas of the Serco business, such as the Central Government and Home Office divisions.

We applied this customer-focussed model to the support the tender for Serco to operate the Hinchingbrooke Hospital Trust.

Impact of our work

Jounrey4 contributed to the development of the overall bid strategy as well as authoring the detailed leadership, cultural change and public engagement / patient delivery workstreams.