Operational Excellence

Become the preferred work and training destination for Resident Medical Officers

The Approach

The Chief Medical Officer along with a highly regarded Consultant Physician in a national hospital system used a Joyous campaign to talk to Medical and Surgical RMOs of various grades, four weeks into their rotation. The goal: to identify issues that influence satisfaction with their work and training environment in the belief that retaining and developing RMOs is an essential part of their workforce strategy. Extra duty payments for RMOs and SMOs arising from staffing shortfalls amount to many tens of millions of dollars annually providing a powerful economic case for investment in retaining this workforce.  

72 RMOs were approached using the Joyous platform with a staged set of questions: First, how much of their time is used on activities they value, and how to free up more of it. Second, how easy it is for them to navigate the physical environment and systems, and how to make it easier. Third, do they get enough of the type of training and experience they value most, and to what they would like more exposure. Dialogue through the Joyous platform occurred with 40 respondents - a 54% participation rate with no out of tool encouragement.

The Results


The Joyous campaign results highlighted that 60% of doctors felt their time was not being used on activities they value most. The top actionable themes were to reduce administrative tasks & provide dedicated time for training and practical learning. One doctor recommended that a particular training course was run inside of office hours - this change was effected immediately.


50% of doctors rated their ease of navigating the systems and environment lower than 6 out of 10. One of the top actionable themes was to improve patient allocation, including allocating them to a smaller number of wards, and rationing out acute and post-acute patients more evenly. Another was to update slow computers, this being the top overall theme across the entire campaign. Doctors suggested that computers need to stop logging off automatically every 12 hours and to increase the availability of iPads. 


With the lowest score overall of 3 out of 10, the most significant finding was that more than 90% of doctors didn’t feel they were getting enough of the type of training they value most. The prevalent actionable theme was to increase practical training such as reviewing patients. Other commonly requested training was procedural experiences such as lumbar punctures and theatre exposure.

The Impact

A clear set of identified actionable opportunities to better value our RMO workforce, directly from RMOs, sourced within a few weeks.