Pros
The new CEO seems capable of self-restraint. There are some visionary people working incredibly hard to make a difference but you have to go a long way down the chain to find them.
Cons
Nuffield used to be a happy and profitable organisation, let down by a 'jobs for the boys' culture at senior level. Now, Nuffield is an unhappy and nearly insolvent organisation, let down by a 'jobs for the boys' culture at senior level. It's hard to understand why all the things that made Nuffield stand out as a charity (anyone remember when the charity had a charitable purpose?!) have been systematically dismantled. We had a small customer experience team who had access to a platform where we could carry out research with thousands of real customers who did it for free, because they loved Nuffield Health. Every web page, every app, every flagship program would have real members trying it out as it was built, giving opinions on how it could be better. Teams blended ops, digital, IT and customer experience built around services - there was no blame culture because everyone was accountable for what we did and we all worked together from the start. We had agile teams where it was suitable, and where it didnt make sense, we didn't do it. But most importantly there was a philosophy of quality above everything else. The CCO said that if our facilities were safe and clean then that's all he cared about. Now it feels like everything that mattered has been swept away and replaced with buzzwords and whole teams of people with made-up job titles who don't understand why writing 'best gyms in the country!' on a PowerPoint slide doesn't magically make it so.
