“The Resolution Framework aligns perfectly with our Trust values and the Patient First objectives. It will also serve as brilliant, good practice in my roles with UHBW Freedom to Speak Up and Workplace Wellbeing. To support its integration, TCM delivered a highly engaging and interactive training package, with a team that was professional, approachable, and incredibly supportive. I’m genuinely excited to see what comes next!”
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NHS Voices on the Resolution Framework™

Transforming Culture and Conflict in Healthcare

In today’s NHS, staff are navigating unprecedented pressures: increased caseloads, stretched resources, high attrition rates, and the ongoing impact of systemic challenges. Against this backdrop, traditional grievance and conduct processes often fall short: they’re adversarial, reactive, and damaging to morale.

Conflict in healthcare is often relational, emerging from miscommunication, misaligned expectations, and unspoken emotional undercurrents between overstretched teams. A 2021 report by ACAS estimated that workplace conflict costs UK employers £28.5 billion a year, with a disproportionately high cost in complex, high-pressure environments like the NHS.**

Staff surveys consistently show that bullying, stress, and poor communication remain among the top concerns for NHS employees. For example, the 2023 NHS Staff Survey revealed that 18.7% of staff experienced bullying or harassment from a manager in the previous 12 months, while 44.8% reported feeling unwell due to work-related stress.

That’s why more NHS organisations are turning to The Resolution Framework™ by The TCM Group. Open-source, values-led and embedded in early resolution and restorative practice, it provides a powerful alternative that puts people, not process, at the heart of workplace culture. The framework contains:

  • Comprehensive guidance on how to approach conflict resolution and grievances for the best short and long-term outcomes
  • AI tools for implementation and coaching support
  • Resources for a full suite of workplace concerns, including coaching, investigations, audits, mediations, leadership development, culture change
  • Insights from leading organisations such as Burberry, Aviva, BBC and Next

…and more.

Emma Schofield, one of TCM’s Consultant Partners, reflects: “People in the NHS are wanting quick responses and solutions to problems, and don’t always take the time to look within or consider possible solutions and options for themselves. Business partners tell me that by using the framework or coaching managers who are stressed and overwhelmed, this has brought the individuals a sense of calm and empowerment. It encourages dialogue – as little as a 10-minute conversation. That 10 minutes alone can already have a profound ripple effect.”

The impact for our customers

The following testimonials come from NHS professionals across a range of trusts and specialisms who have engaged with us. From coaching and mediation training to full cultural transformation programmes, their words reflect the growing impact of a resolution-first approach.

Confidence and Skill-Building 

“The Resolution Framework training was incredibly helpful in orientating me around the policy and its implementation. I now feel more confident in applying the Resolution Process if needed, and I’m especially grateful to have access to the supporting resources for future use.” – Joanne Feld – North East London NHS Foundation Trust

“The course has filled me with confidence. I look forward to using these new skills in the workplace.” — Kate Baker, Enfield & Haringey Mental Health NHS Trust

“TCM are amazing at providing face to face and online teaching for mediation courses and lots of others. I always feel incredibly well supported and empowered when I have completed a course. I can’t recommend it enough.” — Andrew Snell, Lead ODP, Chelsea & Westminster Hospital NHS Foundation Trust

“The skills, strategies and course literature will all provide me with the necessary prompts to become a successful mediator.” — Sarah Anne Critchlow, South East Coast Ambulance Service

“Knowledgeable and empathetic supervisors supported us throughout the assessment process. I wish I had known years ago some of the techniques to manage conflict.” — Michelle Hayes, Consultant in Anaesthetics & Intensive Care Medicine, Chelsea & Westminster Hospital

Culture Change and Compassionate Practice

“Treating people with respect is second nature to us, and our procedures needed to reflect that. Having somebody like TCM leading the way has been key to our organisational success.” — Kim Nurse, Interim Director of People & Culture, London Ambulance Service

“TCM made a significant contribution to our shift towards a coaching and resolution-based culture.” — OD Lead, NHS England

“Mediation is a game changer in the positive management of employee relations and should be a cornerstone of any organisation’s approach.” — Kerry Forward, Head of Strategy, NHS England

Effective Training that Resonates

“I wasn’t enthusiastic about attending, but WOW—what a great course. Great presenter, useful hands-on role play, and I really enjoyed it.” — Marion Jerrard-Dinn, Support Services Lead, Coventry and Warwickshire Partnership NHS Trust

“The Resolution Framework aligns perfectly with our Trust values and the Patient First objectives. It will also serve as brilliant, good practice in my roles with UHBW Freedom to Speak Up and Workplace Wellbeing. To support its integration, TCM delivered a highly engaging and interactive training package, with a team that was professional, approachable, and incredibly supportive. I’m genuinely excited to see what comes next!” – Louise Parkes. University Hospitals Bristol and Weston NHS Foundation Trust

“The presenter was so good—she made the training interesting and funny, with real expertise. I’m so pleased I attended.” — Debbie Arter, Resourcing Team Leader, South East Coast Ambulance Service

“It gave me practical strategies to resolve issues through collaboration, compromise and effective communication.” — Deborah Omoruyi, North East London Foundation Trust

“I found the training very helpful in engaging with managers. I shared the next training date with colleagues who needed the encouragement.” — Fardowsa Ahmed-Timms, University Hospital Dorset

Why It Matters Now

In 2023, over £9 million was spent across NHS organisations on managing formal employee relations cases.** Yet data consistently shows that early resolution is faster, fairer, and far more cost-effective.

The Resolution Framework™ offers a proven path forward: reducing formal cases, increasing psychological safety, and creating a culture where issues are resolved with dignity and compassion.

Ready to make a difference?

The Resolution Framework™ and supporting training is already being used by over 500 public and private sector organisations including NHS England, London Ambulance Service, Enfield & Haringey NHT, and many more. In 2024, we made The Resolution Framework™ open-source in order to make it accessible to all. So, what are you waiting for?

>> Download your  open-source copy of The Resolution Framework™ now <<

 

Want more resources around The Resolution Framework™?

 

Sources:

  • ACAS (2021), Estimating the Cost of Workplace Conflict
  • NHS Staff Survey (2023), National Results Summary