How leadership visibility transforms outcomes & why hope is the leadership tool with Claus Madsen

In this episode of Delivery by Design Podcast, Alastair Mitchell-Baker speaks with Claus Madsen, Chief People Officer at Greater Manchester Mental Health NHS Foundation Trust, about the critical role leadership, culture, and operating models play in transforming healthcare organisations. Drawing on experience across both public and private sectors, Claus explains how operating models shape the way organisations function and why successful change requires much more than structural redesign. The conversation explores Greater Manchester Mental Health NHS Foundation Trust’s transformation journey following significant organisational challenges, including the aftermath of the BBC Panorama investigation and regulatory intervention. Claus shares how a new executive team introduced clearer governance, a stronger strategic direction, leadership development programmes, and a renewed focus on culture. He also discusses the importance of psychological safety, employee engagement, and creating hope within organisations to improve staff experience, retention, and ultimately patient care. Key Takeaways: Why culture has a greater influence on success than strategy alone. How leadership visibility and accountability can rebuild trust within organisations. The importance of creating hope and a clear sense of direction during transformation. Why co-designing change with staff leads to better adoption and outcomes. How leadership development helps sustain long-term cultural change. The connection between staff experience, retention, and quality of patient care. Noteworthy Quotes: “Culture will dictate what can happen and how.” – Claus Madsen “You can have the best plans in the world, but if the culture isn’t ripe for it, it will be very difficult.” – Claus Madsen “We can say we want psychological safety, but if people don’t experience it, then it doesn’t exist.” – Claus Madsen “What we generated in the organisation was hope.” – Claus Madsen “Everybody deserves to come to work and be happy at work.” – Claus Madsen “Being kind and compassionate doesn’t cost anything.” – Claus Madsen Key Timestamps 00:00 - Introduction to Claus Madsen and Greater Manchester Mental Health NHS Foundation Trust 02:25 - What operating models mean from a people and HR perspective 05:47 - Why culture often determines whether change succeeds or fails 10:38 - Leadership, structure and organisational layers 12:15 - The impact of the BBC Panorama investigation and organisational challenges 15:17 - Leadership visibility and reconnecting with frontline staff 23:34 - Building leadership development programmes across the organisation 33:11 - How hope became a catalyst for cultural transformation 39:14 - Understanding why employees leave and how to improve retention 45:37 - The role of kindness, compassion and psychological safety Follow Our Guest, Claus Madsen: Claus Madsen LinkedIn: https://www.linkedin.com/in/clausmadsennhs/ Greater Manchester Mental Health NHS Foundation Trust LinkedIn: https://www.linkedin.com/company/greaterma... Greater Manchester Mental Health NHS Foundation Trust Website: https://www.gmmh.nhs.uk/ Connect with the Host, Alastair Mitchell-Baker: LinkedIn: https://www.linkedin.com/in/alastair-mitch... Follow our Colleagues from Tricordant: Andrew Liles: https://www.linkedin.com/in/andrew-liles-2... Yasmin Wills: https://www.linkedin.com/in/yasmin-wills-b... Nick Richmond: https://www.linkedin.com/in/nickgmrichmond/ Helen Blanchard: https://www.linkedin.com/in/helenblanchard21/ More from Tricordant: Website: https://www.tricordant.com/ YouTube:    / @tricordantlimited   LinkedIn: https://www.linkedin.com/company/tricordan... Email: [email protected] Follow the Podcast: Apple Podcasts: https://podcasts.apple.com/us/podcast/deli... Spotify: https://open.spotify.com/show/1FZ3DP0DcivW...