Learning from excellence: a thematic analysis of staff-reported excellence in healthcare from two acute NHS trusts

Abstract

Background/Aims Learning from excellence is a philosophy and practice designed to capture positive events in healthcare in order to improve quality and safety, while also providing positive feedback to staff. The aim of this study was to identify themes in staff-reported excellence to understand the conditions and behaviours that can allow excellence to occur. Methods A retrospective thematic analysis was performed with 400 excellence reports (200 per trust), which had been submitted via the learning from excellence reporting systems at two acute NHS trusts. Results Five overarching, interdependent themes were identified: 1) pro-social behaviours could have a positive impact on staff experience and patient care; 2) witnessed expertise in technical and non-technical skills were a source of appreciation and gratitude for staff; 3) a positive work ethic could benefit patient experience, staff productivity and morale; 4) staff appreciated personalised patient care that deviates from the norm but results in a positive outcome; and 5) effective leadership and teamwork were often characterised by resilience and excellent interpersonal skills. Conclusions The themes identified in this analysis describe skills and behaviours that were recognised as valuable to the healthcare workforce and could be used to prompt enquiry into the conditions that allow success to happen by highlighting what works well in healthcare.