Appreciating People has been using Appreciative Inquiry (Ai) in our work on Quality Improvement (QI) with North West Ambulance Service (NWAS). Ai Inquiry has become an integral part of their Quality Improvement (QI) programme and, so far, we’ve trained over 100 of their Quality Improvement (QI) Change Agents.
Their approach to QI is summed up in the image opposite. It combines past experience with present and future effectiveness and safety to make sure they’re an organisation that is both reliable and always learning. That’s how they keep the people and communities they serve at the heart of their drive for quality.
Michelle Sutherland oversees the dispatch of urgent care vehicles and manages performance, with a focus on arrival times and other performance measures and thrives in this environment. She’s based in NWAS’s Liverpool control room. She says:
“Appreciative Inquiry was a highlight for me. It opened my eyes to realise that doing more of what is already working, rather than focusing on fixing problems, is liberating. It also enabled me to realise that through the language we use, the questions we ask and the stories we tell collectively shape our own future direction of travel. I left that day feeling empowered and an overwhelming sense of positivity about myself and my ability.”
Commenting on the Approach Emma Gillespie a specialist paramedic, working on the Urgent Care Desk at the Trust’s Cheshire and Merseyside Regional Headquarters in Liverpool said:
“My favourite parts were the half day on resilience and all the creative elements. It really helped to change the way we thought about everyday things. I think it’s great that the Programme involved staff across the trust; different people share the same inherent change and can be positive. For me it’s about a structured approach of how to achieve something, how to identify gaps and how to overcome barriers. I really liked learning how to ‘nail’ a Lift Speech – just 30 seconds to share your thoughts – it really makes you prioritise and focus on what you really want!”
Date:
May 9, 2025
