Change Management in the Public Sector

Can you tell us about your background and your current role?

I am currently an Independent Consultant and Coach working mainly for the Public Sector. Currently, I am a Programme Manager working for the Wessex Secure Data Environment (SDE) for the University Hospital of Southampton. I have had 15 years experience within the NHS and Public Sector, with over half of that experience dealing with Change Management and Transformation Programmes. Roles include:

• Programme Manager for Natural England’s Strengthening Delivery Programme
• Senior Implementation Manager for the National Digital Child Health Interoperability Programme
• Commissioning and contracts manager within Public Health
• Project Manager for the digital child health procurement and mobilisation
• Project Manager for the Covid Genomics
• Change manager for a service improvement team within a secondary care hospital

Can you talk about your Change Management journey?

My change management journey started back in 2014, working for a recent Foundation Trust. I was early in my career working for the Service improvement team focusing on:

• The surgical patient pathway
• Redefining and mapping read code data
• Improving the Enhanced recovery pathway
• Working with Clinicians on bettering the maternal journey

I didn’t know it yet, but this experience would pave the way for me in terms of how to manage people and change, as well as contribute to the design of a service based on project methodology and informal and formal feedback from stakeholders.

I then used these skills learned within my commissioning role, dealing with huge changes occurring within London, namely around procurements, decommission services (and people’s jobs), as well as improving children's vaccination services across London.

In 2020 my journey took me to NHSX, an innovative place dealing with even more people (national) and technology. This is where pure change management was adopted and it was more of a science, regardless of how complex and ambiguous (at times), the programme was. This is where I began to truly appreciate change management, especially as I had completed the change management practitioner.

Can you explain why you chose the Change Management certification?

The change management course was suggested to me by my line manager at NHSX, who attempted to get the team up to scratch with change management methodology. As one of the first to embark on this programme I quickly saw its potential use in our daily acts of service. Where other programs in NHSX had mainly an agile methodology they failed to add the change management element, which clearly was needed.

Have you used the certification in your job role as of yet?

Following on from the example above, recognising this, my attention was drawn to developing more transformational relationships aimed to draw out some of these qualities, for example when speaking to commissioners I was conscious enough to show empathy during this digital transition they were going through, by giving them time to express their concerns and needs, responding in a way that makes them feel understood. I would also show acknowledgment towards their importance in relation to the programme, as they had been out of the loop for a long time. This acknowledgment was portrayed by accurately describing the power and impact they have, recognised via my previous experiences as a commissioner. And finally, through "cheery" professional and transparent communication I would demonstrate unconditional positive regard. This created a strong and admirable reputation that made me appear omnipotent, as many commissioners and stakeholders got to know my name and qualities very quickly.

In addition, I admired the structural elements of the programme including the stakeholder analyses and mapping, as well as the various plans such as the change management plan and change delivery plan. This helped to clarify the approach and steps required to implement the wide scale change, and helped to get internal colleagues on board.

How has certifying in Change Management helped you develop your career and skills?

I acted with more confidence, as I had a conceptual framework to fall back on, recognising scenarios where part of the change management methodology would apply.

It has helped me clearly define what type of professional I am, and what sort of work I enjoy doing. So much so that it is easier to brand myself as a change management professional within the public sector. Where possible, I utilise these skills into my practice, as change is happening all the time. It is a great methodology when matched with some like MSP© (Managing Successful Programmes).

You have gone on to take the Practitioner level - what extra benefits has that given you?

The practitioner level gives you the opportunity to ruminate over the foundation material with depth. I was not aware of this, but by virtue of human nature (or at least mine), I wanted to be as trained as possible within the realm of change management, so that my competence, execution and knowledge is not second guessed. I do believe the Foundation is enough for most people, however the Practitioner gives you a feeling of satisfaction once complete.

How do you think your organization will benefit as a result of your success with the Change Management training and exams?

Colleagues and I within NHSX committed to teaching others the principles learned, as well as implement them so that it became part of the everyday practice. Without their applications, teaching and learning it means nothing. Better management of change occurs from the application of the teachings and learnings of the change management material. The idea was that it became commonly used as other waterfall or agile methodologies. Furthermore, the aim was to consider the importance of change management principles, and change management teams per se.