How to make changes permanent

Emma Kvarnström, nurse at AniCura Västra Djursjukhuset in Sweden, has been working with WoW for several years. Here she shares her experience:

For most clinics, WoW brings expectations on changing both behaviors and methods. What would you say are the main success factors to sustain the changes over time?
 - The most important thing is to work on changes together with the whole team. To make sure that they are involved in developing relevant measures and targets. This will help them understand how this can contribute to the planning of the working day.

Based on your experience so far, what are the most important pitfalls to avoid?
- With high ambitions, there is a risk of choosing measures that are so complicated that the team really do not have time to calculate and analyze during their daily practice. Having lots of numbers on a board without being able to use the results reduces enthusiasm and there is a risk that you will then also stop attending the daily morning meeting. Feedback to the team is also important to make it feel valuable to attend and contribute to the meeting.

Have you noted tangible signs that WoW enables a more sustainable business and/or workforce?
- When we measure the work environment by using happy or sad smileys, we can see a positive trend and increased engagement.

Even though we rely on our WoW ambassadors to train and coach us, what is your recommendation for leaders to become independent on ambassador coaching and lead/own the change?
- To keep WoW practical and concrete. By using simple and clear examples and by practicing the different forms of WoW meetings, we understand how the meetings work. Another good practice is to share contact information with colleagues who are in the same situation so that you can share experiences and ask questions. It can be as detailed as discussing the measures to use on a daily basis.