Thursday 22 May 2025 | 11:00-12:15

Format: Olympus Forum

Stream: Leading

Content filters: Recommended for those new to quality improvement

Chair: Brigid Russell Brigid Russell Coaching Limited; England 

PART ONE: A theory of kindness in health and care – explored and improved through collective action with our social movement

Since 2021 when we first presented on kindness in healthcare at the International Forum, the story, our learning, a building of the evidence-base, and the breadth and depth of involvement from across the global community of healthcare improvers continues to develop.

In this workshop – whether you are new to the work, or have been involved for years – you will help us to co-design a definitive theory of kindness in health and care and identify key indicators determining success.

The session will be highly interactive and will utilise a wide group of facilitators alongside innovative approaches to digital technology to gather and organise ideas and insights from participants.

We will explore the key drivers of kinder health and care systems, collate change ideas which are key to these drivers, define the process and outcome measures that will help us measure progress and, ultimately, impact. Doing this we will grow and accelerate a movement for kind healthcare.

By the end of this session, participants will be able to:

• Define the key drivers of kinder healthcare systems across the globe


• Articulate a logical and practical measurement approach to help colleagues and patients understand the progress and impact of their work on kindness


• Take home a wider range of change ideas around kindness that they can consider putting into action as individuals, in their teams, organisations and systems, wherever in the world they work, and in whatever role and setting

Bob Klaber Imperial College Healthcare NHS Trust; England

Nicki Macklin University of Auckland; New Zealand

Gabrielle Mathews North Central London; England

PART TWO: What Matters To You?

Mathieu Louiset PAQS