awards case study
and scenarios highlight real-work examples, and emphasise the risks of non- compliance and the benefits of good practice.
Audio and video equipment enabled learning insights from the workplace to
be captured and shared through Touch. For example the ‘Dignity Daily’ featured a range of ‘articles’ where colleagues, residents and relatives talk about the everyday actions that maintain a resident’s dignity. Managers in the care homes also had a vital role and the blended off line
services helped them to localise key messages in the specific environment of the learner. The Touchstone LMS is also equipped with a range of specific functionality to empower local managers to ensure that their home meets all regulatory requirements. In addition to compliance dashboards and grid reports that highlighted gaps, the system provided assignment alerts to managers to warn when new interventions are due. Seamless workflow throughout the LMS provides managers and administrators with key information at the point of need.
Treating the learner as a customer Touch was one of those rare programmes that was not only driven by the needs of business, it was also implemented with the needs of the learner at the centre. Each step of the programme put the needs of the colleagues first from the initial task force through to design and implementation. Every care home has a specially trained Touch learning ambassador who provides local expertise and learner support.
A pilot project involving 20 homes and
500 colleagues was run and evaluated four months before launch with feedback shaping the offering moving forward. A communication campaign started in January 2012, and still runs today. Channels used include intranet, newsletter, presentations, competitions, roadshows and a range of Touch merchandise. 300 home launch packs were delivered to support local communication and launch and a photo competition to build name recognition of Touch generated enthusiasm with colleagues across the company. Providing choice to colleagues was critical and the Touchstone platform ensured that they have 24/7 access to their personal learning record online, giving access to a huge range of bespoke courses. The LMS was specifically designed to be platform-independent – learners can access from any device that supports a web browser and e-learning content is created in HTML 5 for multi-device delivery. The company invested in hardware and networks to ensure that devices are available where and when colleagues need them.
e.learning age february 2014
Touch has generated great enthusiasm and is enhancing work every day
Exceeding expectations E-learning was chosen as a core element of Touch because of its potential to increase accessibility to workplace learning opportunities, increase carers’ time with residents by reducing training delivery time and reduce risk, through more effective management of training compliance. Touch scored on all counts. It is rare to see a programme that achieves 100% adoption across the
Eight award-winning tips for delivering business transformation
l Don’t be afraid to step up to the challenge of being a core player in business transformation – senior management teams will welcome the support
l Work with senior executives: ❍ Identify business-critical metrics that you are looking to shift together
❍ Don’t be afraid to ask for what you need ❍ Be prepared to demonstrate the value that you are adding
l Listen first and listen hard – establish a working party up front that represents colleagues from across the business to guide the development of the solution
l Design to change behaviour and not just tick boxes: ❍ Create fun viral content that makes the message stick
❍ Use video to capture and share the experiences of colleagues
l Don’t assume that you know when and where colleagues want to learn – provide the choice to access 24x7
l Invest in people: ❍ Local peer-to-peer support/champions ❍ Support managers in embedding great practice
l Don’t be afraid to spend to save l Do share your successes with others – deliver transformation in your own business and inspire change in others.
business, and rarer still to see that Touch’s average approval ratings were 92% across a range of usability and quality measures (based on feedback from more than 4,000 learners), with over 95% of staff believing that Touch was a good investment by HC-One in them. In a people-centred business, Touch has touched the hearts and minds of the people, as one carer commented: “Touch has generated great enthusiasm and is enhancing work every day.” From a compliance perspective, not only had certified compliance scores risen from 20% to over 85% in less than 12 months, independent inspectors indicated that the evidence was there that behaviour had changed. And the programme is saving money too – it delivered a cumulative saving in training spend of £3.4m in nine months, and that included the development costs.
A game-changing programme In a people-oriented business, online learning, delivered well, has resulted in colleagues who have been reinvigorated and empowered to deliver the kindest care. HC-One with its partner Acteon Communication and Learning have shown an industry that online learning is not just for the tick in the box compliance course or the computer-literate knowledge worker. Designed and implemented well, it captures the hearts, minds and actions of staff and supports the transformation of a sector. And equally telling as the awards, it is also being hailed by the Cavendish Review – an independent review into healthcare assistants and support workers – as a flagship initiative to inspire others.
Laura Overton is managing director, Towards Maturity @lauraoverton
This case study by Towards Maturity is part of its good practice partnership with e.learning age and the E-Learning Awards
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