In good health
Cambian Group won the 2011 best e-learning project securing widespread adoption at the E-Learning Awards with its partner Information Transfer after only introducing technology last year – here’s how
Mental health problems are far more common than many of us realise. Every year in the UK a quarter of the adult population will experience some kind of mental health problem. However, serious conditions need specialised services and these must be supported by specialised training.
Cambian is the UK’s largest provider of specialist services in education, mental health and learning disability. It employs over 3,000 staff at more than 60 locations throughout the UK. It is a care-based business, with a people-focus and a working environment of classrooms, wards and care homes.
The care sector is heavily regulated and consequently the training load is very high. A wide variety of specialisms are required to sustain Cambian’s business, and training is crucial for ensuring that staff are fit to practice and work safely. Commercial and regulatory pressures combine to enhance the importance of effective and efficient training provision.
Prior to 2011, Cambian was providing training through face-to-face training, sourced independently. This model met essential training compliance requirements, but presented the business with significant challenges linked to cost, inconsistency across the business, risk due to a lack of structured reporting and scalability as training provision was not responsive to business growth.
Defining the challenge
In May 2010, the Cambian board initiated a major change project to revitalise training. It was keen to harness the benefits of e-learning to provide consistency and efficiency in training delivery.
The very nature of Cambian’s business presented significant challenges to the adoption of e-learning. The business was highly distributed with limited technical infrastructure. However, perhaps the greatest challenge was the need to win hearts and minds for technology-based learning in a people-focused care environment. Every aspect of the solution would have to address not only stakeholder expectations but also the constraints imposed by the working environment.
Cambian knew it needed to implement a blended learning platform that would be:
Highly cost effective with regard to training delivery;
Consistent and efficient across the business;
Reduce the risk of regulatory non-compliance;
Expandable for corporate growth.
It worked with Mainstay Solutions to provide internal project leadership and Information Transfer as its e-learning development partner to create Achieve – a corporate blended learning programme that integrates bespoke e-learning content and learning management technology with a host of offline learning opportunities.
Within a short space of time, Achieve has lived up to its name and has become an established way of learning within Cambian across all sites. E-learning is now embedded within the organisation with 89% of staff using the system, 40% have already completed initial e-learning assignments, and 87% declared that this was an effective way of learning. So how did the company achieve this enthusiasm for learning?
Listen to stakeholders
The project began with a major consultation exercise involving stakeholders from across the business. Part of the consultation process was an audit of current training provision to identify specific training needs both at a corporate and local level. Stakeholder consultation established the defining characteristics of Achieve, including bespoke learning content and systems, and integration with HR administration and technical infrastructure.
There was also significant consultation with Cambian board members, leading to key project objectives such as: budget savings; training 100% of new recruits; a training compliance rate of 80–90% by end of 2011; and a faster time to competency rate.
Identify champions
One of the first steps was to create a working party that would identify barriers and learner preferences, and decide how to align e-learning with everyday workflow. Getting the right people on board, including many from non-management, was important as working party members would also become e-learning champions. These champions needed to be enthusiastic and would be instrumental in pushing the initiative along.
Simple system, relevant content
Putting time and effort into understanding learner needs and expectations is always worthwhile. Achieve is designed to be as simple and intuitive as possible so that staff do not have to go through a difficult learning curve. Using subject matter experts also ensured that staff quickly developed a sense of familiarity and relevance in their use of Achieve.
Stakeholder consultation and the working party also ensured that the design of LMS functionality was integrated with workflow and systems.
Think as marketers
Cambian managed to develop a powerful identity for its e-learning, and Achieve became a memorable brand. Through consultation, the implementation team identified the key messages that their marketing strategy would have to communicate in order to influence behaviour such as; benefits of e-learning; building trust in the initiative; and highlighting associated benefits.
The essence of success was then to communicate continually, key messages were delivered a number of different ways including a poster campaign and brochure, road shows, and “Achieve something special” a powerful short film.
Time to test the water
A crucial part of the project was a two-phase pilot implementation that was initially aimed at the champions then subsequently used for induction of new joiners. Importantly, user experience was recorded and the responses were fed back into the overall design. Senior leaders have been delighted by the tremendous uptake of e-learning.
Delivering results – business and operational impact
In the short time since it has been launched, Achieve is already demonstrating that the project objectives will be met and exceeded.
Cambian is seeking to drastically reduce the direct cost of training by moving appropriate courses to Achieve e-learning. So far, they have seen 80% cost reductions in delivery of individual modules using e-learning compared to classroom training. It is also estimated that projected savings will be double the initial target for 2011.
Telephone interviews were conducted with site managers to assess the operational impact of Achieve after just 10 weeks. Managers consistently report that Achieve:
Makes training more accessible to their staff and integrates well with daily workflow;
Increases the time staff have available to spend with service users;
Enhances the quality of their reporting inspections from the care quality commission.
The new system has also enhanced the way that staff undertake NVQ qualifications. They no longer have to wait to be enrolled onto a specific course as all the modules are directly mapped to the qualification credit framework. This means that as soon as a staff member begins an e-learning module, their activity is recorded within their portfolio and they are able to work towards relevant certificates and diplomas. An operations director within the Cambian Group said: “At every level with Achieve, I haven’t ceased to be impressed by its design, its delivery, its accessibility and its professionalism. I’ve never seen anything like it; it’s very helpful and much better than other systems I’ve seen previously.”
The launch is only the beginning
A critical factor in the success of Achieve has been continuing support offered by Cambian, which has included:
A dedicated central administrator to oversee the day-to-day operation of the system;
A weekly conference call for the project team;
The project team continue to promote usage.
Cambian has also set up a steering group to ensure that Achieve goes on to meet the future needs of its staff and organisation, and continues to be embedded within every part of Cambian.
A resounding success
Working in a people-focused, care based environment, with highly distributed sites and limited technical infrastructure, successful adoption has been driven by:
Careful alignment with the business and its goals;
Engagement with stakeholders from across the business;
Thorough and effective communication;
On-going support and championing.
Saleem Asaria CEO, Cambian Group, said: “At the heart of everything we do in Cambian is enabling people to reach their personal best. Achieve is making that happen for our staff and ultimately for the people in our care. We have highly committed, professional individuals and their enthusiastic response to blended learning is making a real difference across our business.”
Genny Dixon, head of research, Towards Maturity
Created as part of the good practice partnership