Leading large scale change part 2

LLSC_POSTSCRIPT_SEP19:Layout 1

20/9/11

12:01

Page 1

Part 2
Leading Large Scale Change:
The postscript
Why do leaders of health and healthcare need these principles
of large scale change right now?
Helen Bevan


20/9/11

12:01

Page 2

For further information on the NHS Academy for Large Scale Change visit: www.institute.nhs.uk/academy

You can order further copies of this publication – product code: IN087 from:
www.institute.nhs.uk/catalogue
For product enquiries and queries:
Telephone: 0800 555 550
E-mail: enquiries@institute.nhs.uk
When ordering you will need to provide a product code, quantity required and have a current contact telephone number and e-mail that you are prepared to give out to avoid delay.
Visit www.institute.nhs.uk to find out about our full range of products and services.
ISBN: 978-1-907805-08-0
Copyright © NHS Institute for Innovation and Improvement 2011
All rights reserved

Leading Large Scale Change: The Postscript is published by the NHS Institute for Innovation and Improvement, Coventry House,
University of Warwick Campus, Coventry, CV4 7AL. Copyright in this publication and every part of it belongs to the NHS
Institute for Innovation and Improvement. All rights reserved.
This publication may not be reproduced, or stored in an electronic form or transmitted in any form or by any means, either in
whole or in part, including email, photocopying, microfilming and recording, without the prior written permission of the NHS
Institute for Innovation and Improvement, application for which should be in writing and addressed to the Marketing
Department (and marked ‘re. permissions’). Such written permission must always be obtained before any part of this publication
is stored in a retrieval system of any nature, or electronically.
Any unauthorised copying, storage, reproduction or other use of this publication or any part of it is strictly prohibited and may
give rise to civil liabilities and criminal prosecution.

2 Leading Large Scale Change: The Postscript NHS Institute for Innovation and Improvement


20/9/11

12:01

Page 3

Contents
PART 2
Introduction

5

Summary

6

How can the tools and approaches from the NHS Academy for Large Scale Change
help in our current situation?

8

Message 1 Match our mindset and methods for change to our level of
ambition for change
Message 2 Manage our own energy and that of the people around us,
for the long haul
Message 3 Build leadership systems that are managerially loose but culturally tight
Message 4 Redefine the boundaries of leadership within the ‘NHS system’
Message 5 Act to accelerate large scale change to a revolutionary pace

10

16
22
25

Some conclusions

30

Footnotes

32

Figure 1: Matching our change mindset/methods to our level of ambition for
achieving large scale change

11

12

PART 1: LEADING LARGE SCALE CHANGE: A PRACTICAL GUIDE
The back cover of Part 2 is the front cover of Part 1

NHS Institute for Innovation and Improvement Leading Large Scale Change: The Postscript 3


20/9/11

12:01

Page 4

20/9/11

12:01

Page 5

Postscript


Introduction
Why do leaders of health and healthcare need these
principles of large scale change right now?
Part 2 of Leading Large Scale Change complements Part 1, the main body of the publication. Its
purpose is to reflect on the learning and messages about large scale change (LSC) explored in Part
1 and apply them to the current situation experienced by the NHS and its partner organisations to
support health and healthcare improvement.
Part 2 highlights five of the most important messages from the NHS Academy for Large Scale
Change (the Academy) that can help deliver the current NHS transformation agenda.
Five key leadership messages from the NHS Academy for Large Scale Change
1.
2.
3.
4.
5.

Match our mindset and methods for change to the level of ambition for change
Manage our own energy and that of the people around us, for the long haul
Build leadership systems that are managerially loose but culturally tight
Redefine leadership boundaries within the ‘NHS system’
Act to accelerate large scale change to a revolutionary pace



20/9/11

12:01

Page 6

Summary
This is a summary of the five messages in Part 2 of Leading Large Scale Change
Message one
Match our mindset and methods for change to our level of ambition for change
Currently, many NHS provider organisations are facing unprecedented challenges to improve
quality and reduce costs. The scale and pace of change they are seeking is large scale, in line with
the definition used by the NHS Academy for Large Scale Change. We have to match these
transformational ambitions for change with change methods and a mindset that is also
transformational in nature. If we have transformational ambitions but we utilise our existing
improvement methods, many of which are not designed to create transformational change, the
outcome is likely to be underachievement of goals for large scale change. Leading Large Scale
Change: A Practical Guide offers a set of transformational methods that match with
transformational ambitions and increase the likelihood of achieving large scale change goals
at pace.
Message two
Manage our own energy and that of the people around us, for the long haul
Energy, not resources or time, is the fuel of high performance (Loehr and Schwartz). Building and
maintaining energy for change is one of the most critical tasks for a leader of large scale change.
We need to unleash sources of energy for change at all levels, across the entire system, not just
rely on those at the top of the organisation to generate the energy. In the current NHS context,
we particularly need to build emotional energy (the energy of connectivity, collaboration and
relationships) and spiritual energy (the energy that is created by building a sense of a hopeful
future, shared purpose and connecting with core values) to complement and enhance the
intellectual energy and physical energy that is often prevalent in NHS organisations and systems.
Message three
Build leadership systems that are managerially loose but culturally tight
As NHS leaders, if we want more control of change, paradoxically, we have to give up some
control. Successful leaders of large scale change typically build strong cultures based on a


20/9/11

12:01

Page 7

A summary of the messages in Part 2

common purpose and shared values, thus reducing the need for micromanagement. They are
likely to have built their efforts on a platform of commitment (collective action towards a
different future and shared purpose) rather than through compliance with new policies,
payment systems or operating rules. They are also likely to be working through a distributed
leadership system focussing less on the behaviours and actions of individual leaders and more
on the relationships, interventions and leadership practice across the whole system including
connectivity with other leaders.

Message four
Redefine the boundaries of leadership within the ‘NHS system’
As the task of delivering health and healthcare becomes more complex and the scale and scope
of change increases, we need to think widely and innovatively about how we define the
leadership role in a future distributed system. Leaders of the future are likely to include clinical
leaders, community leaders, service users and local government, voluntary and independent
sector leaders. We can call these leaders to action if we can create a sense of ‘us’, a shared
purpose around a common cause. There is potentially a huge pool of leadership talent if we
build the capability to organise and develop these leaders.
Message five
Take actions that will accelerate large scale change to a revolutionary pace
The NHS Academy for Large Scale Change identified a series of tools and strategies that leaders
in the health and healthcare system can use to accelerate large scale change. We can connect
NHS leadership tasks to a higher purpose and a deeper meaning, creating powerful narratives
that frame the challenges that the NHS faces in ways that produce conviction, understanding and
energy for action amongst key stakeholders. We shouldn’t over-rely on reorganising structures
and processes as catalysts for change. Successful transformation depends as much upon
changing the patterns of relationships, organisational power, conflict, decision-making and
learning that underpin behaviour in organisational systems. We can organise for action using a
complex adaptive systems perspective as well as a traditional programme planning and
management lens. We need to consider how we create mutually reinforcing changes across
multiple areas if we want to achieve pervasive change at scale.

Postscript



20/9/11

12:01

Page 8

How can the tools and approaches from the
NHS Academy for Large Scale Change help in
our current situation?
There is much in Part 1 of Leading Large Scale Change that can help in current efforts to transform
care including models of change, mindsets, leadership approaches and practical tools. In fact, the
evidence base on large scale change suggests that the kinds of approaches set out in this
publication could make a fundamental difference in achieving our current NHS change goals.
The current NHS agenda, whether we focus on system reform, the challenge of delivering
unprecedented improvements in quality, innovation, productivity and prevention (QIPP),
transforming care delivery and/or new partnerships and relationships, is an agenda of significant
change. If we use the yardstick of ‘three ways to describe large scale change’ set out in Section 2.1
of Part 1, we have to conclude that the interventions that NHS leaders need to be making now are
large scale rather than incremental, small scale changes. We deduce this as a result of the depth,
pervasiveness, scale and complexity of the changes required in our current context. As David
Nicholson, Chief Executive of the NHS said when he described the combined challenge of system
reform and QIPP goals, “it is the biggest [change] I have ever seen in my career in the NHS”1.
The encouraging news is that the evidence base on LSC suggests that successful large scale change
efforts tend to follow similar ‘rules’ or patterns. The picture of LSC is fairly consistent, regardless of
topic or setting (Section 2.3). Furthermore, it also suggests that there are actions that leaders and
advocates can take to orchestrate and accelerate large scale change to a revolutionary pace.


20/9/11

12:01

Page 9

How can the tools and approaches from the NHS Academy for Large Scale Change help in our current situation?

Nothing in the current NHS context suggests that our scenario is ‘fundamentally different’ to other
large scale change efforts. ‘Rules’ that apply to other transformational change also apply to the
NHS. The models, approaches and learning from the Academy provide valuable, thoughtful and
evidence based guidance for successful large scale change in the NHS system. As NHS leaders, with
ambitions for large scale change, we should consider building our strategies for LSC in line with
the definition identified by the Academy as stated below.
Large Scale Change is:
...the emergent process of mobilising a large collection of individuals, groups and organisations
toward a vision of a fundamentally new future state, by means of:
• high-leverage key themes
• a shift in power and a more distributed leadership
• massive and active engagement of stakeholders
• mutually reinforcing changes in multiple systems and processes.
Done properly, this leads to such deep changes in attitudes, beliefs and behaviours that
sustainability becomes largely inherent (Section 2.3).

NHS Institute for Innovation and Improvement Leading Large Scale Change 9

Postscript



20/9/11

12:01

Page 10

Message one
Match our mindset and methods for
change to our level of ambition for change
An important motivation for establishing the Academy in 2008 was that the toolkit of change
methods then available to NHS leaders was largely designed for small scale, incremental change
and not for the radical, system level changes that leaders increasingly find themselves facing.
The learning from the Academy concerning how to go about LSC, how to work with a theory of
large scale change and how to maximise the likelihood of desired outcomes, is relevant to leaders
at all levels in the NHS and in its partner organisations. However, it is particularly pertinent to senior
leaders of provider organisations in the current context. Such leaders run mental health, hospital,
ambulance, community and other health and social care services worth nearly £80 billion a year.
This community of leaders finds itself facing unprecedented cost improvement programmes of 5%
reductions or more, across the whole organisation2. This is not a short term, in-year challenge.
Similar levels of cost reduction are projected for several years to come. This level of year on year
compound cost reduction is unprecedented in the experience of any healthcare system, anywhere
in the world3.
The methods and underpinning mindset for change set out in this publication are ‘2nd order’ in
that they help us to fundamentally re-see, re-think and re-design current arrangements (Section
2.1). The Academy taught us about the relationship between mindset and methods. The change
methods that we choose to utilise for LSC are determined by our own internal theory or mindset
about what it will take to make change happen. One of the outcomes of the Academy experience
was both an expansion of our mindset about LSC and a subsequent broadening of our toolkit of
change methods4. The 2nd order methods promoted by the Academy can be contrasted with ‘1st
order’ change methods, which are about doing more or less of what we do already, in the same
mindset as present.
Of course, in the current NHS context, an effective cost improvement programme will be a mix of
1st and 2nd order methods: seeking to deliver basic systems effectively and efficiently (1st order)
whilst at the same time, radically redesigning processes and structures of care (2nd order).
The point is that we maximise our potential to deliver our cost improvement goals if we align our
(2nd order) ambition for large scale change with a delivery strategy that is built on a 2nd order
mindset and methods. This is demonstrated in the figure below.

20/9/11

12:01

Page 11

Message one Match our mindset and methods for change to our level of ambition for change

Figure 1: Matching our change mindset/methods to our level of ambition for achieving large scale change

Ambitions for change
2nd order

1st order

Planned incremental
(small scale change)

Underachievement of
goals for large scale
change

2nd order

Mindset/Methods for change

1st order

Achievement but more
limited in scope or scale
than potential suggests

Achievement of
goals for large scale
change

The most likely
outcome of 2nd
order ambitions but
1st order
mindset/methods is
underachievement
If we want to
achieve large scale
change at pace, we
need 2nd order
mindset and
methods

Source: Adapted by Helen Bevan from Brooks and Bate (1994) [13]

If we combine 2nd order ambitions for change (say, a goal of 6% reduction in costs, for three
consecutive years, with no reductions in quality or patient safety) with 1st order change methods
(say, reducing the budget allocation of every department and expecting staff to deliver current
models of care with less resources), the outcome is likely to be ‘underachievement’ of goals for
large scale change5. If, however, we utilise the kind of 2nd order methods and approaches set out
in this publication to match our 2nd order ambitions for quality and cost improvement, we are
more likely to achieve the transformational outcomes that we seek.


Postscript



20/9/11

12:01

Page 12

Message two
Manage our own energy and that of the
people around us, for the long haul
We hold ourselves accountable for the ways that we manage
our time and ...our money. We must learn to hold ourselves at
least equally accountable for how we manage our energy:
physically, emotionally, mentally and spiritually.
Loehr and Schwartz6
The current financial challenges of the NHS and the wider public sector are not short term and
the quality and cost challenge is likely to be a key feature of NHS life for many years ahead. As
leaders of the NHS and its partner organisations, we need to build energy for the long haul in
ourselves and the people around us (Sections 2.3 and 4.9).
The themes of ‘energy’, ‘momentum’ and ‘drive’ appear throughout Part 1 of this publication as
a critical source of fuel for LSC. With so much effort required on so many fronts in a complex
change process, it can take a long time for LSC to be embedded. So a key role for a leader of
LSC is to build and maintain energy for change over a long period of time (Section 4.9). The LSC
literature suggests that the most likely outcome from a large scale change effort is that it runs
out of energy for some reason...and simply fades away (Section 2.4). The least likely result from
an LSC initiative is the one we seek, whereby ‘the momentum and multiple cycles of change
continue for some time until the change becomes a reasonably well established norm across a
social system’ (Section 2.4). So, in our current NHS context, what do we need to do to overcome
the change fatigue, loss of energy and organisational burnout that is such a common feature of
most LSC efforts?


20/9/11

12:01

Page 13

Message two Manage our own energy and that of the people around us, for the long haul

Let’s start with a definition of the ‘organisational energy’ that we need to sustain for the years
ahead. It can be described as the extent to which the leaders of an organisation or system are
able to put things in motion (change, core initiatives, innovations etc) that mobilise the
intellectual, emotional and behavioural potential of the people in the system to pursue its goals.
It represents the ‘activation’ of the organisation’s human forces7. The evidence base that we
amassed for the Academy suggests that our current goals for quality and cost improvement and
health and healthcare reform won’t be delivered without deliberate and far reaching leadership
efforts to build and sustain organisational energy for change.
Radcliffe8 helpfully differentiates between four different kinds of organisational energy, all of
which we need to cultivate, in combination, to achieve our NHS goals. The first kind is
intellectual energy. This is the prevalent form of leadership energy in the NHS at present and is
being used to drive efforts to reduce costs and improve quality. It is the energy of planning, logic
and analysis, and, unquestionably, it is important for helping us to get organised for change at
scale. Across the NHS, many QIPP and cost improvement programmes are based on detailed
planning, milestone goal and programme management processes. Intellectual energy feeds off
the scientific basis of our healthcare mission and pursuit of clinical knowledge. It makes us
investigate, study and plan more thoroughly.
However, there are drawbacks when intellectual energy dominates over other forms of
organisational energy in the context of large scale change. It makes us over-rational and overobjective and can act as a barrier between the change process and emotional engagement.
An excess of intellectual energy contains us within our current (1st order) mindset and prohibits
the transformation perspective that we need to deliver LSC8. We won’t deliver our goals for
healthcare and healthcare reform on a platform of organisational energy dominated by
intellectual energy. The literature from the LSC is unequivocal in its conclusion: “intellectual
appeals alone are not sufficient. Change requires emotional energy as well; the larger the
change, the more emotional energy is required” (Section 2.4).


Postscript



20/9/11

12:01

Page 14


The most dangerous combination of energies which we see sometimes in NHS change
programmes, is where a predominance of intellectual energy is mixed with high levels of physical
energy. Physical energy is the energy of action, motion, implementation and getting things
done7. It is a critical energy for delivering our quality and productivity goals. However, without
emotional engagement and a sense of higher purpose, this combination frequently leads to a
frenetic ‘acceleration trap’7 in which too many activities are initiated, localised projects are not
sufficiently connected to corporate goals, people don’t feel conviction about, or meaning in, the
change process and consequently they are left feeling exhausted and highly stressed by change.
And the likely result? Underachievement of goals and difficulty in sustaining any changes made
in the longer term.
A further risk sometimes witnessed in NHS contexts is one of ‘corrosive energy’ in which the
underlying energy gets eaten away by negative competition between divisions or units or
different parts of the system and by internal rivalries and corrosive relationships within senior
leadership teams. This means that peoples’ discretionary effort, emotions, intellectual capabilities
and vast reserves of human potential, don’t get directed to ignite and sustain the change effort7.
So, as the Academy taught us, we need to build other kinds of energy to turbo-charge and
sustain our change efforts. It is the connection with values and feelings that fuels the energy for
change9. Specifically, we need emotional energy, the energy of connectivity, collaboration and
relationships, as well as spiritual energy, the energy that is created by building a sense of hopeful
future, shared purpose and connecting with core values6, 8. If we look at the history of large scale
change, of those leaders who have orchestrated change at scale and pace, we can see that it
has been achieved by building abundant amounts of spiritual and emotional energy and
combining them with intellectual and physical energy (Sections 2.3, 2.4 and 4.9). An NHS
leadership approach that is essentially ‘pacesetting’ (see messages three and four), without
combining other styles, does not create the organisational climate in which all the energies can
naturally flourish. Organisations and systems that are fuelled by spiritual and emotional energy
can keep going for the long haul, experiencing much less change fatigue along the way.


20/9/11

12:01

Page 15


This principle is also connected to the idea of distributed leadership (Section 2.3 and messages
three and four), in terms of where the energy originates. It is helpful to think about ‘batteries’ as
a metaphor for the sources of energy for change in the health and social care system7. Evidence
tells us that it will be difficult to sustain LSC if the source of energy is one big battery at the top
or centre of the system. We need to purposefully create lots of batteries, generating energy for
change across the system. As NHS leaders, we can do this by building:
• a shared aspiration for a hopeful future and a deeper meaning for the change mission that
we are calling people to take action in support of (spiritual energy)
• a sense of ‘us’ (rather than ‘us and them’) based on shared values, experiences and
aspirations that is the basis of an appeal to others to join us in action10 (emotional energy)
• emergent planning and design and a process for continually monitoring progress, learning
and adapting as we go (intellectual energy)
• a ‘plan of attack’ and a sense of urgency to take action now (physical energy).
Part 1 is full of practical advice for developing these kinds of energies as part of a holistic
approach to LSC. Concerning the building of spiritual and emotional energy, see the sections on
framing (Section 3.7), transformational storytelling (Section 3.8), leadership mindset shifts
required for LSC (Section 4.2 and 4.5), commitment versus compliance (Section 4.4) and
leadership drive and energy (Section 4.9). For approaches to building intellectual and physical
energy in a way that is complementary to the other organisational energies, see the sections on
planning questions for LSC (Section 3.1), driver diagrams (Section 3.2), cycles of change (Section
3.4), systems and stakeholders analysis (Section 3.5), continuum and commitment analysis
(Section 3.6), measurement frameworks (Section 3.10), Influence Model (Section 4.6), polarity
mapping (Section 4.7) and four venues of leadership (Section 4.8).
As Henry Mintzberg, advises us11, “leadership is not about making clever decisions and doing
bigger deals. It is about helping release the positive energy that exists naturally within people.”
There has never been a time in the history of the NHS when this advice has been more pertinent.


Postscript



20/9/11

12:01

Page 16

Message three
Build leadership systems that are managerially
loose but culturally tight
Mobilising people to tackle tough challenges ....is what defines
the new job of the leader.
Ronald Heifetz12
The recent Commission on the Future of Leadership and Management in the NHS concluded
that the NHS needs ‘no more heroes’13. The recommendations of the Commission concur with
the spirit of the Academy. In order to meet the leadership challenge of changing times, we need
to broaden our leadership approach from one in which individuals are appreciated for their
ability to drive organisations to success almost single-handedly to a leadership style and
philosophy that also embraces engagement, collaboration, commitment to change and
generates common purpose (Section 4).
The predominant senior leadership style in the English NHS is the ‘pacesetter’ style14, 15.
Pacesetter leaders set high performance standards and live them out daily in everything that they
do. The NHS leadership task, from the pacesetter perspective, is about doing things more
effectively, efficiently and faster. Pacesetter leaders make high demands of people around them
and may take swift action when people don’t deliver the outcomes required16.
As Paul Batalden says “every system is perfectly designed to achieve the results it gets”17. This
‘pacesetter’ style has evolved in response to an NHS leadership mission which has focussed on
delivering nationally-set operational goals and performance standards and achieving financial
balance. The pacesetter leader leads from the front and ensures that everyone in the
organisation, whether clinical, managerial or support worker, is aligned around achievement of
these goals.


20/9/11

12:01

Page 17

Message three Build leadership systems that are managerially loose but culturally tight

However, as we learnt at the Academy, this style may not be effective in a world where goals
and priorities are locally determined, where success depends on intra-organisational partnership
and where the hierarchical mechanisms for co-ordination and control of performance that
dominated the previous NHS system no longer exist. In fact, the mismatch between a locally
determined NHS and a predominantly ‘pacesetter’ leadership style is a major potential risk factor
in the reform process moving forward. The NHS Top Leaders Programme, an NHS-wide initiative
to build a pool of talented, exceptional leaders who are ready to move into the most senior and
enduringly challenging leadership posts in the NHS, is leading work to build a wider range of
styles amongst the NHS leadership community18.
If, following the example of the Academy, we look at the evidence about those leaders who
have delivered rapid change at scale and sustained it over time (Section 4.4), we find they are
much more likely to have built their efforts on a platform of commitment (collective action
towards a different future and a shared purpose) rather than compliance with new policies or
operating rules19. There is little evidence in the large scale change literature of any sustainable
transformational change initiative built on a platform of compliance. Of course, compliance will
always play a key role in the NHS, where adherence to standardised operating procedures
increases safety and efficiency for people who use our services. However, it is actually much
easier for leaders to build compliance when it starts from the foundations of ownership,
meaning and understanding that come from a commitment-based strategy.


Postscript



20/9/11

12:01

Page 18


In the new NHS world that we are creating, the need to build commitment is even greater than
before. As traditional management levers like hierarchy and structure diminish, within an
environment that is complex and uncertain, commitment-building is an essential leadership
skill10. This is pertinent to:
• clinical commissioners and leaders of local health systems who want to create shared
purpose for their populations, providers and partners in care, delivering big changes quickly
• NHS providers who want to create effective partnerships with other providers to deliver
integrated care and who want to build positive work climates that help the people at the
frontline who deliver care to feel more ready and confident to face the future
• the NHS Commissioning Board and cluster leaders who are more likely to achieve a
systematic response by calling others to action and by building a sense of shared direction
through levers of commitment rather than compliance.
We should be reassured by the fact that clinical and managerial leaders in the NHS have
consistently demonstrated their ability to adapt to changing circumstances and challenges. The
question is, what does the leadership model and ethos moving forward need to be and how do
we deliberately accelerate its practice?


20/9/11

12:01

Page 19


If we look to the evidence base of successful system change, as described in Part 1 of this
publication, we see that the most prevalent model of leadership that underpins successful large
scale change is one of ‘distributed leadership’ (Section 2.3, point 8). Under a distributed model,
step changes in performance are not dependent solely on a small number of key individuals in a
hierarchy. Rather, leaders pool their effort and expertise across the system or health community
so that the collective result is significantly greater than the outcomes of individual leadership
actions20. Under a distributed leadership system therefore, the focus moves away from
competencies or behaviours of individual leaders. The new emphasis is on relationships,
interventions across the whole organisation or system and connectivity with other leaders and
the wider system21.
This ‘distributed leadership’ ethos doesn’t negate the critical role of the senior leader in our
current context. It makes it even more important. We need leaders who are visibly different,
because positive role models really do make a difference when it comes to large scale change
(Section 4.6). As senior leaders, we are ‘signal generators’ whose words and behaviours are
constantly being scrutinised and interpreted, especially by those below us in the hierarchy22.
There is an ‘amplification effect’ which means that the signals we send through our leadership
actions resonate throughout the whole organisation. One of the major reasons why the
workforce disengages with large scale change programmes is because it experiences a
disconnect between the statements that leaders are making about organisational values and
priorities and its own lived reality and experience of those leaders within the organisation23.
If, as NHS leaders, we don’t exhibit behaviour aligned with the values which are so pivotal to
change, our workforce will have no respect for these values. Conversations and behaviours in
the boardroom have a direct impact on the nature of the conversation between care giver and
the person receiving the care.


Postscript



20/9/11

12:01

Page 20


Where we manage this effectively, we create the potential to make a significant difference to
our large scale change efforts. Leaders of successful large scale change generate signals that
‘reduce uncertainty and ambiguity about what is important and how to act’22 which is a vital
leadership skill in the current set of NHS circumstances.
What are the implications for our leadership practice? Clinicians and the health and social care
workforce respond much more to their values and beliefs, to how they are socialised and the
norms of their work group than they do to compliance and managerial controls19. A connection
through values has significantly more bonding power than bottom line indicators such as
financial and operational performance23. Within the kind of distributed leadership approach
promoted by the NHS Academy for Large Scale Change, accountabilities are driven by
collaboration around values and shared beliefs. We need to build on our ‘pacesetter’ style by
visibly incorporating a wider range of styles and creating more partnership, trust and participation
in our leadership processes. Delivery of our future goals will depend on our ability as leaders to:
• create a sense of urgency to act together around a shared higher order purpose
• build a combined and shared base of knowledge and expertise
• build relationships, trust and commitment to each other and hold each other to account
through relational commitment rather than organisational hierarchy
• design the mechanics, levers and incentives at every level of the system so that they are
aligned with a distributed leadership approach and help move things in the right direction,
rather than act against it. As Section 2.3 describes it, if we seek transformational change,
we need to find ways to orchestrate ‘mutually reinforcing change across multiple processes
and sub systems to create the momentum for large scale change’.


20/9/11

12:01

Page 21


As Sergiovanni challenges us24, “leadership of health and healthcare into the future should be
‘more managerially loose and culturally tight’. If we want more control, we have to give up
some control in a traditional management sense. We are talking about as much, or more,
delivery discipline in the change process and holding to account for the outcomes of large scale
change. However, we do so on the basis of commitment in relationship to one another, seeking
a shared purpose, rather than solely relying on the performance management mechanisms of a
compliance regime”.


Postscript



20/9/11

12:01

Page 22

Message four
Redefine the boundaries of leadership within
the ‘NHS system’
This old world was characterised by the need to manage
things..... The new world is characterised by the need to
manage complexity.
Stafford Beer25
As the distributed leadership task of health and social care becomes increasingly complex and
grows in scale, we need many more leaders than ever before. The pool of leadership talent that
we need to create for the future won’t just include formal leaders from within the NHS
hierarchy. We should think widely and diversely about who these leaders might be20. They
include clinical leaders of primary care, community leaders, people who use services who want
to help shape the future and our partners in local government and the voluntary and
independent sectors. We need to think about the leadership mindsets and behaviours needed
to work in this different way and how we create and promote the role models of distributed
leadership needed for large scale change efforts (Section 4.2).
This raises a number of issues in the context of the learning from the ALSC and our current
situation. The first relates to the leadership implications of the ‘open systems’ view we adopted
within the ALSC (Section 2.2). We cannot draw a clear boundary around the ‘NHS system’ or the
‘health and social care system’ that we are seeking to transform and determine who and what is
explicitly in or outside of the system. Multiple organisations, communities, indeed the whole
population of England, are an integral part of the system. A distributed leadership approach is
about widening the pool of leaders in the system. If we utilise this definition of the ‘system’, we
are talking about a lot of potential leaders in a lot of different contexts. Some fundamental
discussions are required about who is a leader, who contributes to leadership and who should be
part of the focus for the development of leadership talent.


20/9/11

12:01

Page 23

Message four Redefine the boundaries of leadership within the ‘NHS system’

Secondly, in line with the distributed leadership perspective that ‘varieties of expertise are
distributed across the many, rather than the few’ 20, there is a vast, largely untapped resource for
change in the leadership skills and wisdom of individuals spread across the system. If we can
bring these together through commitment to a shared purpose (Section 2.2) we create an
overall leadership capacity that is much greater than the sum of the individual parts. An example
is the national ‘call to action’ on antipsychotic drugs for people with dementia26. This was
launched under the banner of the Dementia Action Alliance, a coalition of more than 60
national organisations from voluntary, public and private sectors that share a joint goal of
improving support for people with dementia and their carers27. The Dementia Action Alliance,
supported by the Alzheimer’s Society, the NHS Institute for Innovation and Improvement, and the
Department of Health, has set an ambitious goal that ‘all people with dementia who are
receiving antipsychotic drugs will undergo a clinical review to ensure that if they are receiving
these drugs they are doing so appropriately and that alternatives to their prescription will be
considered and a shared decision has been agreed regarding their future care’. This is a huge
undertaking involving a systematic clinical review for more than 100,000 people with dementia
receiving antipsychotic drugs. There is an understanding that many groups of people and many
individuals can play a part in helping to achieve this ambitious goal, including people with
dementia and their carers, and the voluntary and advocacy groups that support them, leaders of
care homes, the clinicians and clinical teams who prescribe, dispense and review the
medications, as well as commissioners of health and social care.


Postscript



20/9/11

12:01

Page 24

Message four Redefine the boundaries of leadership within the ‘NHS system’

Under the umbrella of the ‘call to action’, a leadership team has been built for each of these
groups, each group has developed a compelling narrative to call others to action (Section 3.8)
and identified specific actions that they are calling on their group to take. So, for instance,
pharmacists have committed to ‘review the people under my care to identify those who are
prescribed antipsychotic medication and work in partnership with my prescribing and other
healthcare colleagues to review each individual’. The leaders of the ‘Pharmacy Commitment
Group’ are now working to call to action thousands of their colleagues to take action around
these commitments. Each of the commitment groups aren’t just mobilising, they are organising.
They have created a leadership structure for change and set goals and milestones in terms of
both numbers of people mobilised and outcomes achieved. They are working with an explicit
model of change (Section 2.6), in line with the ten key principles of large scale change (Section
2.3). Change is being enacted through a leadership philosophy of commitment rather than
compliance (Section 4.4).
The point is that the leadership of this countrywide initiative to improve health and healthcare
isn’t just connected to the hierarchical leadership arrangements of the NHS or the health and
social care system. It is a distributed leadership model involving many leaders from many walks
of life. It is demonstrating the reservoir of resources that is available for change if we step up to
build the capability to organise and develop these leaders.
Consequently, we need to extend the reach of leadership development so that if many partners
in the community have the potential to act as mobilising leaders in relation to specific health and
healthcare goals, and they start having wide-ranging involvement in decisions throughout the
system, then they should also have access to opportunities for leadership development.


20/9/11

12:01

Page 25

Postscript


Message five
Act to accelerate large scale change to a
revolutionary pace
The leader’s most basic role is to release the human spirit that
makes initiative, creativity and entrepreneurship possible.
Bartlett and Ghoshal27
It is possible to look at the evidence in Part 1 of this publication and feel overwhelmed and
discouraged about our potential as leaders to effect large scale change in the NHS system. After
all, LSC is complex and uncertain, involving multiple stakeholders and ‘lots and lots’ of multiples
of things (Section 2.3). It is an emergent process: the consequences of true LSC are often not
known until some time in the future. Outcomes are impossible to predict at a detailed level
(Section 2.3). Whilst data is essential, a level of faith, courage, intuition and proceeding forward
on incomplete evidence is inevitable (Section 2.4). The most likely outcome of a large scale
change effort is that it plateaus after a while or runs out of energy completely (Section 2.4).
The good news is that there are many actions that we can take in our current context as leaders
of health and healthcare that will help to accelerate large scale change to a revolutionary pace.
The same basic principles apply whether we are seeking to transform urgent care across a health
community, integrate care for people with long term conditions or reduce operating costs by a
double digit figure through quality improvement (Section 2.3).
Firstly, we have to connect our NHS leadership task at hand to a higher purpose and a deeper
meaning for the people who we want to implement the changes: ‘large scale change is fuelled
by the passion that comes from the fundamental belief that there is something very different
and better that is worth striving for’ (Section 2.3). We might consider how, as leaders, we create
transformational stories (narratives) that draw from our own experiences and values and
encourage others to join us in action towards that higher purpose (Section 3.8).



20/9/11

12:01

Page 26

Message five Act to accelerate large scale change to a revolutionary pace

Central to this is the process of framing (Section 3.7), by which leaders construct the way they
present themselves, in order to help others interpret what is going on, to draw support from
others and call them to action. It isn’t surprising that, of all the powerful principles of large scale
change that the leaders who took part in the Academy worked with, ‘framing’ was cited as the
most widely used4.
Today, across the NHS, an increasing number of senior leaders are investing in the development
of their own skills of narrative to transform the way that they frame the challenge of QIPP and
by doing so, create conviction, understanding and energy for action amongst their key
stakeholders. They are telling powerful stories that link their own motivation and leadership
calling with what their organisation or community is seeking to accomplish. These leaders talk
about transforming the relationship between quality and cost in the system. They outline the
explicit choices that we face: either to let people who use our services pay the price of economic
downturn and expect staff to work harder, with fewer resources OR to mobilise the entire
workforce, NHS partners and local people to take action to improve quality and reduce costs29.
They describe the higher purpose of transforming care, stewardship of NHS resources, creating
sustainable care and protecting the NHS for the future30.
The learning from the ALSC reinforces this kind of decisive leadership action. Amongst the ‘ten
key principles of large scale change’ (Section 2.3) relevant points are:
• movement towards a new vision that is better and fundamentally different from the
status quo
• identification and communication of key themes that people can relate to and will make a
big difference
• framing the issues in ways that engage and mobilise the imagination, energy and will of a
large number of diverse stakeholders
• continually refreshing the story and attracting new supporters
• transforming mindsets, leading to inherently sustainable change.


20/9/11

12:01

Page 27


Half of the generic principles of leadership for LSC are connected to narrative, framing and
communicating. This is highly pertinent to our current context where many of the biggest
barriers to large scale change have an emotional underpinning: fear, anxiety, inertia, sense of
isolation, self doubt. The LSC evidence base says that we need to make a leadership response
that connects with emotions, generating and enhancing hopeful thinking, to engender
widespread commitment to change and release and build the energy to mobilise action in the
service of organisational or system goals9.
The second point from the ALSC is that whilst building passion and energy for change is a
critical component, it is an incomplete response to delivering change at scale. It isn’t sufficient to
be mobilised for change. We also need to be organised for action. I learnt the importance of this
when my previous organisation, the NHS Modernisation Agency (the forerunner to the NHS
Institute) commissioned a qualitative study of the factors that led to clinical and managerial
leaders shifting their position from being sceptical to becoming champions of quality
improvement31. In this work, a sub-population of leaders was identified. This was a group of
clinical leaders who were originally sceptical about change but had become champions.
However, because their expectations about the change process weren’t met, some of them had
become disillusioned and cynical. The danger here is that the sceptics who had previously been
champions may become more sceptical than those who were just sceptical in the first place.
As Benjamin Zander describes it, “a cynic, after all, is a passionate person who does not want to
be disappointed again”32. The principles of mobilising (narrative, framing and calling to action)
can be very powerful but they have to be followed up by a well-organised change process to
keep people engaged in change and to follow through with all the change actions. The current
phase of NHS transformation requires a holistic change approach that encompasses both the
passion of mobilising and the delivery discipline of organising27.


Postscript



20/9/11

12:01

Page 28


So what does the learning from the Academy tell us about what might be required to
organise as well as mobilise for large scale change in our current NHS situation?
Firstly, that the complexity of the change that we are trying to create means that we need just as
much (or more) discipline and accountability as characterise traditional NHS approaches to
programme planning and management. However, we need to turn our focus towards ‘emergent
planning and design, based on monitoring progress and adapting as you go’ (Section 2.2, point
8). We may need to ask different planning questions (Section 3.1), identifying the shared
direction that we are seeking to create, the key themes that people can relate to and what
might make a ‘sufficient mix’ of reasons for the people we want to engage to actually engage.
We may need to break down the gargantuan change process into small 30, 60 or 90 day cycles
of change (Section 3.4). We may also need to put a lot of effort into identifying the processes,
systems and stakeholders that need to change at various levels of the organisation or system
(Section 3.5) and we may need to think about metrics and measurements for LSC in
fundamentally different ways (Section 3.10).
A particular risk that we face as NHS leaders is that we talk the lingua franca of bottom up
change but we get caught in a pattern of thinking about how to make it happen that is
inherently top down. This creates a danger that, despite our radical intentions, we end up
‘redesigning the cage’. One of the key tools that we used in the Academy to avoid this risk was
structure, process and pattern (SPP) thinking (Sections 2.1 and 3.3). This helps us to understand
and execute our NHS transformation agenda through a complex systems lens and avoid the risk
of defaulting to existing mindsets and methods. Much of the NHS change effort historically has
been over reliant on reorganising structures as a catalyst for change at scale. By structures we
mean the tangible structures and artefacts of the system, the organisation chart, the payment
mechanisms, the job role or the governance system. Too often, those of us in the middle of the
system or at the frontline of care delivery wait for those at the top of the organisation or ‘the
centre’ to change the policy or restructure the system. We lobby for changes in financial
incentive mechanisms, payment systems, procedures and operating rules when these alone
cannot deliver what we seek.


20/9/11

12:01

Page 29


Over the past 15 years there has, in addition to this focus on structural reform, been a growing
emphasis on pathway and process redesign to improve quality and patient access and reduce
waste and unnecessary variation. Process redesign has delivered significant improvement in
service responsiveness, patient access, effectiveness and efficiency of the system33. However we
have to question whether redesigning structures and processes is a sufficiently all-encompassing
response to the current challenge of change. The learning from the Academy is that changing
structures and redesigning processes per say doesn’t always deal with the critical underlying
issues which have to be surfaced and challenged if transformational change is to be achieved:
the patterns of relationships, organisational power, conflict, decision making and learning that
underpin behaviour in organisations and systems34.
In our current NHS context, we need to design strategies for delivery of large scale change that
purposefully encompass all three levels: structures, processes and patterns. When we review
systems for accountability, we tend to think about governance structures and processes yet a
recent report on accountability in the reformed NHS35, recognises the critical importance of
patterns, alongside other system characteristics: much of the reality of an accountability
regime is determined by how relationships play out in practice, by the pre-existing culture
and behaviour of organisations and by perceptions of the authority or power of actors.
So, for instance, establishing and building new commissioning groups needs to focus as much
on behaviours, relationships and decision making power as it does on accountability structures,
operational policies and commissioning processes. In addition, if we want to accelerate the scale
and pace of change, we should think in terms of the whole system: how we can create mutually
reinforcing changes in structures, processes and patterns across multiple areas (Section 2.2). This
applies to a wide range of activities, from how we create the dynamics for a high functioning
Health and Wellbeing Board to how we move from a situation of ‘power over’ to ‘power with’10
service users and local communities in making decisions about health and healthcare priorities.


Postscript



20/9/11

12:01

Page 30

Some conclusions
At the heart of the current NHS transformation agenda is the issue of resources: how we
resource the range of activities to deliver and support excellent health and healthcare for our
population, how we offer comprehensive and effective care in situations of increasing
pressure on scarce NHS resources and how, as a consequence, we fundamentally change the
relationship between cost and quality in the NHS.
The NHS Academy for Large Scale Change challenged us to think about resources in a
different way that is reflected in the five key messages in this postscript. Typically when we
consider resources for the NHS, we think about finite, economic resources that diminish with
use. The Academy showed us that there is another category of resources for the
transformation of health and healthcare, resources that grow with use36. These are the
resources of discretionary effort that people will make available when they can connect the
change process with their own values in their work or community activities, when they feel
part of a bigger movement for change and commit to take action in relationship to others.
And the more effort and energy that we put into nurturing these resources for change, the
more they will generate.
One of our fundamental roles as leaders of large scale change is to grow these resources.
Via these resources we have the potential to achieve our transformational ambitions for
change (message one), unleash energy for the long haul of change (message two), create
leadership systems on the basis of commitment as well as compliance (message three), build
effective, distributed leadership teams that deliver and sustain large scale change (message
four) and accelerate change to a revolutionary pace (message five).
This is about building on the ‘intellectual energy’ of strategising and planning for large scale
change and connecting with the emotional and spiritual energy that comes from providing
deeper meaning in the actions that we ask people to take and truly engaging with the
human forces in the organisation or community.


20/9/11

12:01

Page 31

Some conclusions

We are at an extraordinary inflection point in the history of the NHS, a time of uncertainty
and transition but also a time of great possibility. An extraordinary leadership response is
required to meet the challenges before us. We have the potential to rewrite the rules forever
on how to galvanise an entire system for change. Our goal must be to identify how we can
pull the collective motivation to move to a shared purpose from the core of our own system.
As a result, we have the potential to transform the way we promote health and deliver care
across the NHS system and create large scale change for an entire population.
I hope that you have found significant potential in Leading Large Scale Change. I also hope
that many of the principles and ideas will inspire you to build on your current change
strategy, offering you some new perspectives and tools for achieving your goals. Please join
us in building the practice of large scale change so that we can all make our contribution to
delivering the kind of health and healthcare system of the future that our people, our
communities and workforce so richly deserve.

Helen Bevan


Postscript



20/9/11

12:01

Page 32

Footnotes
1. Nicholson D (2011). In evidence to the Public Bill Committee, Health and Social Care Bill.
8 February.
2. Health Service Journal (2011). Trusts set 'unlikely' savings targets for 2011-12. 20 April.
3. Dorrell S, Chair of the Health Select Committee (2010) Health Service Journal Summit.
11 November.
4. Garrow V (2010). Evaluation of the NHS Academy for Large Scale Change. The Institute for
Employment Studies.
5. Brooks J, Bate P (1994). ‘The problems of effecting change within the British Civil Service: a
cultural perspective’. British Journal of Management. Vol. 5: 123-38.
6. Loehr J, Schwartz T (2003). The power of full engagement: managing energy, not time, is
the key to high performance and personal renewal. Free Press.
7. Bruch H, Vogel B (2011). Fully charged: how great leaders boost their organization's
energy and ignite high performance. Harvard Business Review Press.
8. Radcliffe S (2009). Leadership plain and simple. Financial Times. Taking the basic principles
from Peter Druker, describes the four types of organisational energy (intellectual, emotional,
spirit and physical) that leaders create through their actions and practices. To create energy
for the long haul, we need a mixture of all four. Similar principles are utilised by other
authors, for instance, Schwartz T, Gomes J and McCarthy C (2010). The way we're working
isn't working: the four forgotten needs that energize great performance. Simon and Schuster.
They talk about the four sources of energy for individuals and organisations to operate at
their best: physical (sustainability), emotional (security), mental (self expression) and spiritual
(significance).
Covey (2004). The seven habits of highly effective people, uses a similar framework for ‘the
four forms of renewal’.
9. Gray Wilson D (2010). ‘Building bridges for change: how leaders enable collective change
in organisations’. Development and Learning in Organizations. Vol 24 no.1. Specifically, this
article provides an overview of the perspective of Marshall Ganz on the critical role of
emotional engagement in creating action for change.
10. Ganz M (2010). ‘Leading change: leadership, organization and social movements’.
Handbook of Leadership Theory and Practice. Nohria N and Khurana R (Eds.). Chapter 19.
Harvard Business School Press for a description of how to build a leadership narrative that
creates a ‘story of us’.
11. Mintzberg H (2004). Managers not MBAs: A hard look at the soft practice of managing and
management development. Prentice Hall. As quoted by Radcliffe8.

20/9/11

12:01

Page 33

Footnotes

12. Heifetz R (1999). Interviewed by William Taylor for The leader of the future. Fast
Company. 31 May. Available at:
www.fastcompany.com/magazine/25/heifetz.html?page=0%2C1
13. King’s Fund (2011). The future of leadership and management in the NHS: no more heroes.
The King’s Fund Commission on Leadership and Management in the NHS. Available at:
www.kingsfund.org.uk/leadershipcommission.
14. Hay Group (2011). Inventory of leadership styles. Available at:
www.haygroup.com/leadershipandtalentondemand. The ‘pacesetter’ leadership style is one
of six styles (coercer, authoritarian, affiliator, democratic, pacesetter and coach) that leaders
adopt to meet the requirements of different leadership situations.
15. NHS Top Leaders (2011). Leading for a very different future. July. National Leadership Council.
16. Advancement (2011). Available at:
www.tpub.com/content/advancement/12045/css/12045_36.
Goldman D (2000). ‘Leadership that gets results’. Harvard Business Review. March - April.
17. Batalden P quoted in Braunstein M, Actionable data for an intelligent health delivery system.
Available at: www.slideshare.net/amandaeshook/actionable-data-for-an-intelligent-healthdelivery-system.
18. More details on the NHS Top Leaders programme available at:
www.nhsleadership.org.uk/workstreams-top.
19. Bevan H (2010). From compliance to commitment. Available at:
www.institute.nhs.uk/compliancetocommitment.
Ganz M (2010). ‘Leading change: leadership, organization and social movements’.
Handbook of Leadership Theory and Practice. Nohria N and Khurana R (eds). Chapter 19.
Harvard Business School Press.
Ibarra H, Hansen M (2011). ‘Are you a collaborative leader?’ Harvard Business Review.
July - August.
Walton R (2001). ‘From control to commitment in the workplace’. Harvard Business Review.
20. The basic principles and approaches on distributed leadership in this piece are mainly
adapted from texts on one of the best sites for resources on distributed leadership. This is
held by the National College for Leadership of Schools and Children’s Services. Available at:
www.nationalcollege.org.uk/index/leadershiplibrary. See in particular, Bennett N, Wise C,
Woods P A, and Harvey J A (2003). Distributed Leadership: A Review of Literature.
21. Turnbull James K (2011). Leadership in context: Lessons from new leadership theory and
current leadership practice. Available at: www.kingsfund.org.uk/leadershipcommission.


Postscript



20/9/11

12:01

Page 34

Footnotes

22. O’Reilly C (2009). Leaders in Difficult Times. Available at:
www.slideshare.net/slidesharej/what-is-the-difference-between-leadership-and-management.
See also O'Reilly C and Pfeffer J (2000). ‘Hidden value: how great companies achieve
extraordinary results with ordinary people’. Harvard Business Review.
23. NHS Institute for Innovation and Improvement (2009). Living our Local Values: The Value of
Values. Available at: www.institute.nhs.uk/livingourlocalvalues/resources.
24. Sergiovanni (2001). The principalship: A reflective practice. Trinity Press.
25. Stafford B, as quoted by Adams D, Haynes D (2007). ‘Stafford Beer's contribution to
management science – renewal and development’. Kybernetes, Vol. 36 Iss: 3/4, pp.437 – 450.
26. ‘Call to Action on the use of antipsychotic drugs for people with dementia’. NHS Institute.
Available at: www.institute.nhs.uk/qipp/calls_to_action/Dementia_and_antipsychotic_drugs.
27. Dementia Action Alliance. Available at: www.dementiaaction.org.uk.
28. Bartlett C, Ghoshal S, (2003). ‘What is a global manager’? Harvard Business Review.
Aug; 81(8):101-108, 141.
29. See, for instance, Energise for excellence: a call to action for senior leaders. NHS Institute.
Available at:
www.institute.nhs.uk/qipp/calls_to_action/energise_for_excellence_C2A_senior_leaders.
30. Easton J (2001). Presentation at the conference of the NHS Confederation. 5 July.
31. Gollop R, Whitby E, Buchanan D, Ketley D (2004). ‘Influencing sceptical staff to become
supporters of service improvement: a qualitative study of doctors’ and managers’ views’.
Quality and Safety in Health Care, Vol 13, Iss 2. Available at:
www.ncbi.nlm.nih.gov/pmc/articles/PMC1743804/pdf/v013p00108.pdf
32. Zander R, Zander B (2000). The art of possibility. Harvard Business School Press. As quoted
by Steve Onyett.
33. See, for instance, The Year, NHS Chief Executive’s annual report 2008/9. Department of
Health.
34. Plsek PE (2003). Complexity and the adoption of innovation in healthcare. In
proceedings of accelerating quality improvement in health care: strategies to speed the
diffusion of evidence-based Innovations. National Institute for Health Care Management
Foundation. Washington DC. 27-28 January.
35. Maybin J, Addicott R, Dixon A, Storey J (2011). Accountability in the NHS: Implications of the
government’s reform programme. The King’s Fund.
36. Hirschman A (1984). ‘Against parsimony: Three easy ways of complicating some categories
of economic discourse’. American Economic Review, 72, no. 2, as quoted by Marshall Ganz.

Leading large scale change part 2

More Related Content

What's hot (20)

Viewers also liked (12)

Similar to Leading large scale change part 2 (20)

More from NHS Improving Quality (20)

Recently uploaded (20)

Leading large scale change part 2