Example 1
Health Sector - Palliative care
"We wanted to make end-of-life care as compassionate and coordinated as possible - for both patients and their families."
Dr. Charles Warren, Palliative Care Consultant
The challenge:
Improving the patient experience during end-of-life care.
Staff from different professions — doctors, nurses, and support staff — began holding regular reflection sessions after patient care.
People shared observations, questions, and tensions — across hierarchies.
Sessions were not based on a fixed curriculum; the team made sense of things together in real time.
- Nurses shared what patients were telling them that doctors didn’t always hear.
- Junior staff voiced confusion that others shared but had never raised.
- Discussions built shared understanding across roles.
The hospital saw measurable improvements in communication, patient satisfaction, and staff well-being – including reduced burnout.
