The Glasgow Neonatal Unit
Follow this link for a summary of the framework explaining why customer-led success is so rare and the journey organisations go on to get there. Each story uses this framework so if you’re not familiar with it or you want a reminder, it’s worth reading this first to make sense of descriptions of terms like ‘Burningness’ and ‘Moments of Belief’ which are crucial.
This is a story about a policy change in the Neonatal Unit of The Royal Hospital for Children in Glasgow. That might sound like a technicality but it’s fundamental, a change in the shared beliefs that guided the way care was provided.
It has seen parents (the customers in this situation, at least the customer group old enough to speak) controversially taking the lead in the treatment and nursing of their premature and sick babies. Despite the perceived risks, this has had a profound positive effect on the lives of the babies, the families and the culture of nursing and care in the unit.