Graeme Jones shares the valuable knowledge and leadership skills he brings from a 15-year career with the West Midlands Ambulance Service into his new role as General Manager of the Emergency Department at Heartlands Hospital. Graeme reflects on the importance of balancing high-quality patient care with the need to meet performance targets while ensuring his staff have a positive work-life balance. This is a great episode for anyone entering a new management role.
3 Quotes to lead by...
1. A CALM APPROACH
‘When I think about what I’ve brought to the ED, into the hospital, I think it would probably be some calmness… a calm approach to the problems in front of us is something that’s crucial.’
Q. How do you remain calm when challenging situations arise?
2. A SIMPLE AND COHESIVE MESSAGE
‘What I’m really keen on doing is having a quite simple, cohesive message that shouldn’t really change. So since I’ve arrived, the message has been really clear: it’s about quality, good standards of care for all of our patients, but at the same time, it is about performance.’
Q. Do you communicate a consistent message with your team to ensure you’re all working towards the same goal?
3. ACHIEVABLE, REASONABLE AND FAIR EXPECTATIONS
‘The way I manage my team is that I want them to have a good work-life balance. I think that’s really important. So, my expectations need to be reasonable and fair. Although my standards are high, it’s really important that people do come to work refreshed, that they have had enough rest.’
Q. As a leader, how do you maintain the balance between achieving high standards with ensuring staff wellbeing?
External Resources
The Art of Calm Leadership: Navigating Challenging Situations with Composure and Confidence
11 Elements of Effective Leadership Communication
Setting Employee Expectations: Improve Productivity and Engagement
