CArE, COMpASSIOn,TrUST AnD LEArnIng our VAlues in Action Bringing the values of care, compassion, trust page 1
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CArE, COMpASSIOn,TrUST AnD LEArnIng our VAlues in Action Bringing the values of care, compassion, trust

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  • You Section

    Bringing the values of care, compassion, trust and learning to life in the health services is key to providing better workplaces for staff and delivering better experiences for patients and the people who use our services. Staff in the Mid West are actively developing a culture where our values become a way of life and a visble part of our everyday actions. This peer to peer approach to culture change is called Values in Action.

    Values in Action is based on nine behaviours combined with a ground up approach to spreading change.

    Mid West staff, irrespective of role or grade are working together to change our workplaces for the better. These Champions are actively talking to their peers about the behaviours, looking at and implementing ways to put the behaviours into practice and are capturing stories about the impact the

    behaviours are having on staff and patients. Every day new stories are popping up from

    day hospitals, treatment rooms and acute care wards of moments of brilliance that we come to understand as ordinary among our health and social care professionals.

    Here are some of the stories Champions have shared with us that illustrate how they and others live the values of the health services everyday.

    A little help goes A long wAy

    “An elderly lady I am working with is

    struggling at the moment as she can’t

    drive since her surgery and is relying on her

    children (who are all working) to get her to

    her physio in Limerick. At her last session

    she was very stressed as her pain is affecting

    her sleep, all her movements hurt, and she

    was worrying about who would be able to

    bring her to her next appointment. When her

    session of exercise was over I told her not to

    worry about her next appointment -

    if she was having difficulty arranging

    transport on the day of her next appointment

    to phone me and that I would do a Home

    visit to her house instead (its 3 miles from my

    Clinic). She was instantly relieved and very

    grateful. I then offered her a cup of tea and a

    biscuit while she waited for her lift to collect

    her. I could see from her reaction that she

    was surprised at the offer and that she really

    wanted a cup of tea! She was really delighted

    at the attention and she said thank you about

    30 times. It made me feel good.”

    egg-cellent “I recently heard a wonderful story about

    a 93 year old man that was being cared for

    by a colleague. This man had a particular

    dietary requirement - he had been eating

    duck eggs for breakfast every day for the

    last 50 years!

    His family arranged for some duck eggs to

    be brought to the hospital and the cook in

    the hospital kindly cooked them for him the

    very next morning.”

    Bridging An oceAn with

    kindness “I recently cared for an elderly gentleman

    who was approaching the end of his life. The

    gentleman’s next of kin was living in the US,

    and wasn’t familiar with the legalities of his

    care and the Fair Deal system. I stayed in

    regular phone contact with his next of kin, to

    keep them informed, and to explain what was

    happening, the process and their relative’s

    declining health. Sadly, the gentleman passed

    away shortly after. When the next of kin

    arrived home from the States, they came to

    the care unit and we met for the first time.

    They greeted me with a massive hug; and

    expressed their gratitude for the way I had

    treated them throughout this difficult time.”

    hello, my nAme is declAn

    “My baby girl fell out of her cot banging

    her head on a wooden floor. She fell heavily

    and seemed dazed after the bang so not

    wanting to take any chances we went

    straight to the Emergency Department.

    She was triaged and eventually seen by the

    team – the registrar immediately introduced

    himself saying ‘Hello, my name is Declan.’

    He made eye contact as he spoke to me

    before looking at my little one. The amazing

    effect of only a couple of words made all

    the difference in an anxious moment. These

    simple actions were really reassuring and I

    immediately trusted him to do the best for

    my little girl that night. When you’re feeling

    vulnerable it really helps to have people you

    can trust around to help.”

    it’s okAy to Apologise

    “A colleague shared a story about a time

    when she was stressed and ended up being

    sharp on the phone to her colleague. After a

    short while and had taken a moment to cool

    down she realised that her stress may have

    impacted on her colleague so she called

    her back. She apologised and reassured her

    that it was nothing personal. The colleague

    appreciated the call back.”

    smAll things cAn mAke A Big difference

    “I am a community occupational therapist and worked with an elderly couple until recently. Sadly the

    elderly lady passed away. At the time her husband’s great concern in the midst of his grief was that he

    would not be able to sit by his wife at the wake in the funeral home due to his limited mobility. On finding

    this out I arranged for a suitable chair and other equipment to be brought from the local day hospital

    to the funeral home so the man could comfortably say goodbye to his loved one in the company of his

    friends and family. It really was nothing as its just part of my job but I knew he appreciated it”

    mAny hAnds mAke light work

    “A colleague recently experienced a situation where her team really supported her and helped her out. She was leading a research project and an issue had been

    raised that needed to be sorted out quickly. She went to the next meeting of the group feeling worried about the issue and how it was going to be resolved. Without having to ask for help, her colleagues sprang in to help sort out the problem. They talked it

    out and looked at what needed to be done and who was best placed to do it. As a

    result she felt really supported and that the problem was not hers alone.”

    � | health matters | spring 2017

    CArE, COMpASSIOn,TrUST AnD LEArnIng

    our VAlues in Action

  • 7spring 2017 | health matters |

    more informAtion

    The Values in Action project Team is made up of staff from across the UL hospital group and Mid west Community Health organisation supported by colleagues from national Communications, Hr, Quality and patient Safety and the programme for Service Improvement.

    Follow us on twitter @HSEvalues or see hse.ie/valuesinaction

    THEsehesehesehese stories are a snapshot of the many stories we are hearing about the behaviours being adopted and the many examples of staff living the values in their everyday actions.

    Spreading culture change CHAMpionS in the mid west are talking to their colleagues about the importance of spreading culture in a way that will make the health service a better place to work and giving patients/service user a better experience. it’s about sharing stories

    where the behaviours are being seen and talking about their positive impact.

    if you are based in the Mid West then get to know your champions, empower and endorse their work as leaders of cultural change so that they know they have your support. Highlight it when your colleagues or the people in your teams demonstrate these behaviours and share these stories with the champions and among your peers.

    it’s about all of us working together to change our workplaces for the better.

  • You Section

    Seeing things from other perspectives and understanding other peoples role/situation is key

    to being able to work effectively with others. We all have a role to play in the care of our

    patients/service users. How can we work together to solve the problem?

    Am I putting myself in other people’s shoes?

    Am I being fair to my colleagues? Can I see the challenges that others have and would I change

    my attitude or what I do as a result?

    Recognising when you are under too much stress is important as it can have an effect on your

    health and wellbeing and on others around you. Seeking support from a trusted source or doing

    things to relieve stress can help.

    Am I aware of my own stress and how

    I deal with it?

    Am I dealing with stress appropriately, for myself and others? Should I ask for help or support? Am I doing things that can help

    relieve stress at work?

    Patients never forget how you make them feel. We need to be aware that patients are observing our actions and conversations can be heard by

    others. Tensions between staff affect the patient’s perceptions and their own vulnerabilities.

    Am I aware that my actions can impact

    on how patients feel?

    Am I aware of how I am heard and seen? Am I a good example?

    INDIVIDUAL

    VIA_behav_all_bigboards.indd 1 18/10/2016 17:05

    Offer a colleague who’s under pressure time to listen, some advice or a helping hand. We trust

    each other to do the right thing. Work together as a team. Ask yourself ‘Did I say or do something

    today to help a colleague.

    Ask yo