3.2 CLIENT FEEDBACK We believe client feedback is crucial to continuous improvement - one of the core values of the TU - not only to recognise what we do well, but also to understand which areas we can improve on to make our services even better. This year, the TU has developed internal mechanisms to ensure that client check-ins and surveys are systematically conducted on all projects and feedback is routinely cascaded to the relevant team members. Here is some of the feedback we have received in the last 12 months: “ The thing that most impressed me whilst working with the NHS Transformation Unit was their ability to listen and their affinity with what patients and clinicians were actually saying in relation to standards and quality of care.” Nursing Consultant Salford Royal NHS Foundation Trust “ The Transformation Unit is different from the big four and other competitors. They understand the service, the political dimensions - social and health - and they are essentially very good value for money.” Chief Executive Stockport NHS Foundation Trust “ If you need to engage with an outside body to help you deliver transformation, you can do no better than to do that with the Transformation Unit because they are unique in England and the NHS in having the experience, the integrity and the exceptional ability to be able to drive and support transformation at pace.” Chief Officer Central Manchester Clinical Commissioning Group (CCG) 3.1 WHO WE ARE The TU is an independent, not-for-profit, NHS- owned consultancy specialising in large-scale strategic transformation in health and care. Having led on a number of high profile projects, the TU has a unique track record in the delivery of major transformation. Focussing primarily on improving patient outcomes, the TU has a tried and tested method of making change happen from the early stages of developing a case for change right through to the practical aspects of implementation. The ground-breaking nature of Healthier Together – a major transformation programme focussed on reforming several health services across Greater Manchester - enabled a highly skilled and dedicated team to be established. The team soon started to receive requests from local and national stakeholders to undertake new pieces of work based on the expertise and experience we had developed. Following this a decision was taken to create a permanent, NHS-owned consultancy that could retain and grow transformation talent for the benefit of the wider system. As such, the TU was officially established in April 2016. Twelve months on, our mix of skills, knowledge and experience continues to grow and allows us to offer a comprehensive support package for NHS organisations looking to reform services. 3 AN INTRODUCTION TO THE NHS TRANSFORMATION UNIT “ [The TU] are able to challenge clinicians in a way that allows those clinicians to look at the evidence in a much more open way and to assist them in developing the models of care that are inevitably necessary for a transformation programme.” Consultant in Intensive Care and Anaesthesia Central Manchester NHS Foundation Trust “ With large-scale change, what often happens is organisations look at what they are being asked to do through the lens of the organisation, asking what does this mean for my organisation rather than the overall benefits for the population. What the Transformation Unit has done is always to bring us back to the standards we’re trying to achieve and to help clinical and managerial leaders think through what their contribution needs to be in order to achieve those standards and this can take away a lot of the organisational politics that sometimes occur.” Chief Executive Salford Royal NHS Foundation Trust “ Very easy, responsive - feel like I can ask them anything including stupid questions. [They have] lots of experience to call on and [are] very pragmatic. [They are] not like other consultants – [they] do what’s needed and adapt [the] brief accordingly.” Chief Operating Officer North Manchester CCG “ I appreciated the comprehensive and honest account of a previous experience…very helpful.” Clinical Chair Telford and Wrekin CCG “ Generally the TU is excellent and delivers high quality projects. [They are a] NHS organisation [which] understands the culture, has a proven approach and [are] not helping a private organisation profit.” Director of Strategy University Hospital of South Manchester NHS Foundation Trust OUR MISSION Transforming health and social care to improve outcomes for patients and communities and reduce variation in care. OUR VISION To be the leading NHS consultancy supporting transformational change by 2020. OUR VALUES • Patient and customer focussed; • Continuous improvement; • Accountability; and • Respect. OUR BEHAVIOURS •  The needs of patients and communities will be the focus of all work. •  To be an inspired, energised and high performing team able to make a significant difference to how services are transformed and delivered. •  To be at the forefront of transformational change in health and social care. •  To be sought out for our knowledge and expertise. •  To create a culture that promotes health and wellbeing within the TU. 7