One Welbeck

Case Study: Transforming Culture and Customer Experience at One Welbeck

Introduction

At Bridge, we are privileged to partner with organisations that strive for excellence, and One Welbeck is no exception. Situated in the heart of London’s West End, One Welbeck has quickly established itself as one of the UK’s leading facilities for specialist diagnostics, therapies, and minimally invasive surgeries. Since its inception just seven years ago, the organisation has experienced exponential growth, thanks to its unique model built in collaboration with world-class specialists and consultants.
However, rapid expansion brought challenges. Recognising the need to align its internal culture with its brand promise and guest experience, One Welbeck approached Bridge in April 2022 to support its strategic ambitions. Our role was to enhance employee engagement, embed core values, and ensure that the guest experience reflected the organisation’s commitment to excellence.

Understanding the Challenge

As One Welbeck expanded, it became clear that the rapid pace of growth needed to be matched by a robust organisational culture. Leadership recognised gaps in employee engagement, internal communication, and the alignment of its leadership team with the overarching goals. Moreover, the organisation sought to bridge the gap between its brand promise and the delivery of an exceptional guest experience.

Our mission was to provide a structured framework that would define and embed core values, align internal culture with operational goals, and create a scalable model for future growth.

Our Approach

1. Identifying Core Values

The first step in the partnership was to uncover the values that truly represented the essence of One Welbeck. Through a series of focus groups, surveys, and consultations with employees and leadership, we identified four core values:

• Empowerment
• Kindness
• Collaboration
• Ambition

These values were designed to guide every aspect of the organisation, from healthcare delivery to employee and guest experiences.

2. Employee Engagement and Cultural Initiatives

To ensure these values were embedded throughout the organisation, we worked closely with One Welbeck to design and deliver a series of employee engagement initiatives. A key highlight was a month-long celebration in July 2023, which included:

• VIP Employee Breakfasts: Intimate gatherings where employees engaged with leadership to discuss the values and their significance.
• Dragons’ Den-Style Innovation Events: Employees were encouraged to present ideas for improving organisational culture and guest experiences.
• Culture Committee Launch: Empowering employees to take ownership of cultural initiatives.
• Summer Party: A large-scale event to celebrate and appreciate the team’s contributions.

These initiatives not only embedded the values but also fostered a sense of belonging and pride among employees.

3. Leadership Development and Training

Bridge introduced tailored training programmes focused on customer service excellence and leadership development. These sessions ensured that leaders were well-equipped to champion the cultural transformation and inspire their teams to uphold the values in their daily roles.

4. Recruitment and Guest Experience Framework

To support the organisation’s growth, we collaborated with One Welbeck to refine its recruitment processes, ensuring new hires embodied the values from the outset. Simultaneously, we developed a guest experience framework that set a new standard for excellence in private healthcare. This framework has been instrumental in positioning One Welbeck as a major player in the sector.

Results and Impact

The initiatives have delivered measurable success:

• Enhanced Employee Engagement: Internal surveys revealed higher levels of satisfaction and alignment with organisational values.
• Improved Guest Experience: Consistently positive feedback highlighted the organisation’s ability to deliver on its brand promise.
• Scalable Model for Growth: A clear cultural framework has been established, providing a foundation for One Welbeck’s planned expansion to locations in Oxford, Cambridge, and beyond.

Future Collaboration

Our partnership with One Welbeck continues on a consultative basis. As the organisation grows, we remain committed to supporting its cultural alignment and ensuring its values are consistently reflected across all sites.
By embedding its core values and prioritising employee and guest experiences, One Welbeck is positioned to redefine standards in private healthcare and achieve sustainable success. At Bridge, we are proud to play a role in this remarkable journey.