Module 1: Personality Preferences and Performance in Teams
Module 2: Fundamentals of Quality Improvement
Module 3: Presentation of Self - Presence and Impact
Module 4: Using your authority and Influencing change
Module 5: Co-consulting

IN2.1 – Welcome

Welcome to Module 2 in the Healthcare Support Workers IPC. This module consists of 6 sections and each section should take about an hour to complete.

What is this module all about?

An introduction to the principles of quality improvement and how they can support day-to-day practice for all staff, to help ensure safe reliable care and positive experience.

Intended Learning Outcomes

When you have completed this module you will:

  • Understand what is meant by Quality Improvement (QI) and how it applies to your individual practice
  • Understand how QI can be used to help influence changes for continual improvements to care and experience
  • Be familiar with the Model for Improvement and how to use it as a framework to make effective change
  • Have worked through an example of how QI can be used in day-to-day practice in health and care
  • Be confident to identify and address an opportunity for improvement in your own workplace


Claire Henry MBE

Claire Henry MBE is a Registered Nurse, BSc(hons) PGDip coach, facilitator and mentor . Visiting Fellow at the Open University and Visiting Researcher at the University of Cambridge Palliative and End of Life Care research group.

She has worked predominately in Palliative and End of Life Care leading national implementation and quality improvement programmes and is committed to supporting health and care staff to use quality improvement to make a difference to patient and family care.

Catherine Blackaby

Catherine Blackaby is an independent coach, facilitator and trainer with over 25 years’ experience of service redesign, organisational change, quality improvement and personal/organisational development in the health and care sector.

Catherine is a former Improvement Fellow with the NHS Institute for Innovation and Improvement and has worked on quality improvement programmes across primary, secondary, community and palliative care. Besides holding an MBA, she is an MBTI (Myers Briggs Type Indicator) practitioner, NLP Master Practitioner and accredited Executive Coach, and has a particular interest in the human and cultural aspects of change.


With thanks to Annie Sipawa, on whose original improvement work Sarah’s case study is based.

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