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Focusing on the instance where the child was bed bound for six weeks, the entire staff were encouraging him to stay positive and keep busy. They provided star charts as encouragement for him to meet his goals and needs to ensure his health does not deteriorate due to being stuck in bed. They also provided excellent support for his father so that he too would be able to manage and cope for the sake of his son.

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Because the member of staff gave up her time specifically to listen and understand the patient it showed him he was important and that his problems were relevant and allowed any worries or anxiety about expressing what was wrong  to decrease 

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Because the member of staff gave up her time specifically to listen and understand the patient it showed him he was important and that his problems were relevant and allowed any worries or anxiety about expressing what was wrong  to decrease 

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Providing individual care to each patient. Ensuring support from all health professions was provided to the young lad and his dad. All hospital staff communicate and talk to the patients ensuring, arrangements are put in place for any fears/ worries they have. Even the smallest things like a cup of tea, a few biscuits and a chat with an elderly lady who travelled to the hospital show how caring and compassionate nurses and health professionals can be. Patient choice is important for the patient as a way to promote empowerment.

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Providing individual care to each patient. Ensuring support from all health professions was provided to the young lad and his dad. All hospital staff communicate and talk to the patients ensuring, arrangements are put in place for any fears/ worries they have. Even the smallest things like a cup of tea, a few biscuits and a chat with an elderly lady who travelled to the hospital show how caring and compassionate nurses and health professionals can be. Patient choice is important for the patient as a way to promote empowerment.

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The staff took the time to listen, and support the patient making them feel important and respected. Giving the patients empowerment with their care. 

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The staff took the time to listen, and support the patient making them feel important and respected. Giving the patients empowerment with their care. 

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The time spent really listening to patients, understanding from their perspectives. The simple act of making a cup of tea, a reassuring touch on the hand made all the difference.

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The time spent really listening to patients, understanding from their perspectives. The simple act of making a cup of tea, a reassuring touch on the hand made all the difference.

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The time spent really listening to patients, understanding from their perspectives. The simple act of making a cup of tea, a reassuring touch on the hand made all the difference.

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The way the nurse made a patient a cup of tea and gave her some biscuits was touching, the father appreciated his little boy being made a fuss of whilst going threw treatment made it more pleasant for the little boy to endure treatment. The doctors ideals were refreshing to. Not just a job and pay check to him.

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3 things the staff did well:
1. Making the woman tea and biscuits when she came in from the cold.
2. Ensuring the young boy and his father got what they needed.
3. Ensuring there was a nice and clean environment for the patients.
What impacted the patients the most?
The staff's compassionate, friendly and helpful attitudes.
What do you think about Hiro’s ideas about culture change and the importance of valuing staff and reducing fear to raise concerns?
I think it is important because when staff feel valued they are willing to work harder in their job. It is important to reduce fear to raise concerns as only when concerns are raised can something be done about it and the problem fixed leading to service improvement.

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What do you think impacted on the patients most?

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What do you think impacted on the patients most?

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Being cared for with kindness, the little gestures, smiles, conversation to make patients laugh or allay fears, seem to be the things that impacted on patients the most. Trust in being well looked after clinically, communicated with about their care and so empowered to ask questions, all seemed important too.

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What do you think impacted on the patients the most?

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What do you think impacted on the patients the most?

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I feel that the fact that the staff payed so much attention in finding out more about the patient and communicating with them made them feel listened too and therefore, like they could trust the staff. From the patients side of things, to feel like they can trust the staff and allow themselves to be open about their struggles/anxieties is a big thing, and as the staff make so much effort into reassuring them and showing their interest, puts their mind at ease during a stressful time. It also makes the patient feel cared about and not seen as "just another patient" but have their own individual care system which will have a lasting impact on the patients both during there stay and after.

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What do you think about Hiro’s ideas about the importance of valuing staff and reducing fear to raise concerns?

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What do you think about Hiro’s ideas about the importance of valuing staff and reducing fear to raise concerns?

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Reducing fear to raise concerns encourages the healthcare worker to be more open and comfortably raise concerns with determination.

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What do you think about Hiro’s ideas about culture change and the importance of valuing staff and reducing fear to raise concerns?

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What do you think about Hiro’s ideas about culture change and the importance of valuing staff and reducing fear to raise concerns?

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Hiro's values and beliefs around compassion in creating an effective care system are integral to the positive environment which has been created at this hospital. It is important that values such as compassion and empathy are held by the community of the NHS as a whole, and not just by individuals. This creates a culture of compassion and shared beliefs, which in turn enables staff to feel comfortable in expressing any concerns or confusion they may feel about this. The culture at this hospital is an excellent demonstration of 'leading by example', and how important that is.

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How did the staff demonstrate compassion?

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How did the staff demonstrate compassion?

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They went out of their way to give the patients the best possible experience so that they were comfortable to be vulnerable and recover in their care. Small acts of kindness such as giving the patient a cup of tea to warm her up shows they genuinely care for whoever walks into the practice and put the patients needs before their own. On top of all that they cared for everyone whilst smiling which can make a huge difference looking after both the mental and physical health of the patients, through many different ways.

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Can you think of three things the staff did well?

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Can you think of three things the staff did well?

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1. They had an altruistic approach to their work. They put the needs of their patients (and colleagues) before their own; for e.g they spent extra time in ensuring the comfort of patients or in taking time to make sure colleagues were doing well.
2. They were compassionate; they didn't just feel empathy for their patients but acted on their feelings to improve the care they could give. For e.g the staff member who provided the elderly lady with biscuits and tea. She (the staff worker) didn't just sympathise with the patient on the difficulty of her journey but took action to improve the situation.
3. They had a good team dynamic; including good communication skills, a shared set of beliefs regarding compassionate practice and consideration for each other. This team dynamic meant they felt in a secure place to then assist others.

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What do you think impacted on the patients the most?

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What do you think impacted on the patients the most?

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I believe that small acts for kindness from staff had a long and lasting impact on the patients. Being cared for in a positive environment where staff show respect and dignity to each other as well as the patients made them feel at ease in what can sometimes be a nerve-racking environment. The time spent with patients can certainly improve their mood and wellbeing if a friendly and sensitive approach is employed.

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1. Took time to talk to the patients.
2. smiled, acted in a pleasant and friendly way to show they were actually listening to the patients.
3. carried out acts that went the extra mile to provide personalised care and assist patients with their needs.

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1.Active listening skills with their patients, they ensured that their patients felt listened to and used what the patients said to be able to meet their needs (e.g. the elderly lady travelling in the cold)  The staff also made their service users feel more like an individual person rather than a ‘number’- they helped them feel cared for.  The staff also weren’t just meeting the SU’s physical needs they were meeting their emotional needs as well (the bed bound boy, keeping him entertained and busy so he doesn't deteriorate or become depressed) 2. I believe that the fact that the staff recognised that their patients might have more than physical needs impacted the patients, this would be because they’d feel cared for as an individual and that the SP was genuinely interested in their wellbeing.  3.  It is very valuable to value staff as if a staff member feels valued they will work to the highest standard they can, feeling undermined and unvalued can leave a member of staff feeling unsure of themselves which could affect their practice along with this uncertainty being portrayed to the SU’s, this is detrimental as the patient may not feel safe under their care. 

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1.Active listening skills with their patients, they ensured that their patients felt listened to and used what the patients said to be able to meet their needs (e.g. the elderly lady travelling in the cold)  The staff also made their service users feel more like an individual person rather than a ‘number’- they helped them feel cared for.  The staff also weren’t just meeting the SU’s physical needs they were meeting their emotional needs as well (the bed bound boy, keeping him entertained and busy so he doesn't deteriorate or become depressed) 2. I believe that the fact that the staff recognised that their patients might have more than physical needs impacted the patients, this would be because they’d feel cared for as an individual and that the SP was genuinely interested in their wellbeing.  3.  It is very valuable to value staff as if a staff member feels valued they will work to the highest standard they can, feeling undermined and unvalued can leave a member of staff feeling unsure of themselves which could affect their practice along with this uncertainty being portrayed to the SU’s, this is detrimental as the patient may not feel safe under their care. 

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Charlotte T

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Three things the staff did well
1) The patients felt like the staff cared for them personally, and they weren't just a chore for the staff.
2) The staff helped arrange care for the patients home (e.g. someone walking a patients job) which will make the patient's quality of care better.
3) The staff gave the elderly woman some tea and biscuits to warm her up. This shows that the staff care about the patients as actual people and want to make their treatment as easy as possible on them.

Impact on the patients
The fact that the staff stop to talk with them and ensure that their mental wellbeing is being looked after. This ensures that the patients believe that the staff view them as people and not as numbers, which will improve their quality of treatment. It also means that patients that have to return for further treatment at a later date aren't scared/dreading coming back.

Hiro's ideas
They are good ideas as the staff often interact with the patients a lot, so impact the patients wellbeing on a large scale. If the staff are feeling cared for and listened to, they are more likely to pass that kindness forward to the patients. Also, if the staff feel comfortable bringing complaints forward then the patients have another avenue in which to ensure they are cared for properly, as the staff could also bring their complaints forward alongside their own.

How approach addresses the issues raised
The care for elderly people will be improved because they are being personally cared for by all of the staff in the hospital. Also patients with learning disabilities and/or autism are less likely to endure such abuse as staff will be able to blow the whistle on those kinds of activities.

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Can you think of three things that the staff did well?

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Can you think of three things that the staff did well?

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1. The staff made simple gestures which improved the patients day and put them in a happier and more positive mood before performing the treatment.
2. The staff interacted with the paediatric patients on their level - put charts on the wall etc. This made the children feel more at home and comfortable.
3. They helped the patients with their "trivial" worries such as who would walk their dog whilst having treatment.

What do you think impacted on the patients the most?

The friendly rapport that the staff had with the patients. This meant that it was easier for the patients to share their everyday worries with the staff - which could in turn improve the patients emotional/mental health (they would begin to feel less anxious about treatment/life as they share these worries with a member of staff).

What do you think about Hiro’s ideas about culture change and the importance of valuing staff and reducing fear to raise concerns?

By reducing fear to raise concerns, the staff can communicate better with each other and with the patients which will lead to an overall better experience for the patients.

Reflect on how this approach could address the issues raised in the Inquiries highlighted in the care and compassion presentation.

There is negative assumptions about elderly people. Therefore this approach would decrease the negativity around the elderly and ensure they are better cared for.

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Can you think of three things you feel the staff did well?

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Can you think of three things you feel the staff did well?

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I feel the staff did well in helping the patients elevate their own individual worries and stresses and didn't make them feel stupid for having these worries/or anxieties. This made the patients feel listened too and therefore like they could trust the staff. This will aid in the patient feeling confident enough to air worries and concerns with their doctors/nurses. Which will help the patient get better. Another thing I thought they did well was the small gestures they did for the patients to make them feel happy e.g the biscuits for the old woman and the eating charts for the little boy. Finally they helped empower the patients, so they would feel motivated to get their life back on track.
What do you think impacted on the patients the most?
Small gestures and listening to/ helping with their everyday worries. That would build a foundation of trust and relax the patient, during treatment. Testing them as a person, not a number.
What do you think about Hiro’s ideas about culture change and the importance of valuing staff and reducing fear to raise concerns?
I agree with them as, by reducing fear less miscommunication with take place amongst staff. Therefore reducing the suffering of patients and raising morale of staff as no fighting has happened, no yelling has happened. they get more confident in their abilities as there is now an atmosphere of building people up, not knocking them down. So everyone feels more valued.
Reflect on how this approach could address the issues raised in the Inquiries highlighted in the care and compassion presentation.

They remarked on how the care of elderly people was appalling and there was a huge negative culture. So this approach would help communication and interactions with the elderly. Also it would increase staff morale, by eradicating that culture of negativity.

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-what did staff do well?

Made the patient feel important and fully informed in what was happening with their treatment

Show interest in patient, don’t rush time with patient

-What impacted patients?

Happy, cheerful carers help patients keep a positive outlook

Having all the information

Being treated as a person, with respect and dignity

-Hiro’s ideas about culture change importance to valuing staff and reducing fear to raise concerns

Team members Trust each other

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what they did well?
-being happy and "cheery" around patients.
-keeping patients in the loop of their treatment.
-listening to patients and taking an interest without judgement.
what impacted patients the most?
the small things like smiles, motivational techniques like the little boys star chart.
hiros ideas about cultural change and valuing staff.
i agree with this because as he said if the staff are happy, compassionate care will be delivered which is the most important thing. Also if the fear around raising concerns is reduced, staff will feel more comfortable and it will potentially  reduce mistake like miscommunication.
Linking the video to the presentation.
coming back to the point hiro has made about making staff comfortable, if this was the case in most of the reports in the presentation some things could have been prevented to a certain extent because minor issues for example "moody" staff could be prevented by encouraging staff to be happier. also miscommunications between like health boards can lead to issues not being resolved or the process of solving them taking longer.

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The staff showed that they were caring and compassionate by going out of their way to make the patient feel more comfortable, for example, offering the elderly woman tea and biscuits. Although it was a small gesture, it must have made the lady feel more comfortable and relaxed. It just shows that they understand what the patient is going through and this allows the patient to feel at ease and to be able to trust the staff.

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The staff showed that this is not only a job, but that they care about the patients and the patients are the focus in every moment. Listen them and speak with them and share moment with them, not only during treatment. Be kind make a huge positive difference :)

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The staff showed that this is not only a job, but that they care about the patients and the patients are the focus in every moment. Listen them and speak with them and share moment with them, not only during treatment. Be kind make a huge positive difference :)

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By
Ciuz

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I think the most important thing for the staff to do was to ensure that they made time for the patients. This way they can answer questions to keep the patient informed on what is happening and to help with their worries, also act as a form of entertainment/friendly face. With time, the staff can get to know to patients so that they feel more empowered to change their lifestyle and also to increase the level of trust between patient and staff.

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The staff make sure compassion is the number 1 value that is always being practised, so much that it comes naturally to them. Just like the quote from the presentation stated, these staff clearly want to be kind and it shows their generosity, whereas they're not just being told to be kind and instead 'being cruel'.

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Culture change and what impacted the patients

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Culture change and what impacted the patients

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Feeling that they mattered, were welcome, were cared for and that staff genuinely wanted to help them

Staff who feel valued by their organisation, peers and patients are more generous with their time, compassion and attentiveness

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Feeling cared about?

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They listened to the patient
They took time to meet patients needs
They smiled!

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They listened to the patient
They took time to meet patients needs
They smiled!

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Can you think of three things you feel the staff did well?

What do you think impacted on the patients the most?

What do you think about Hiro's ideas about culture change and the importance of valuing staff and reducing fear to raise concerns?

Reflect on how this approach could address the issues raised in the Inquiries highlighted in the care and compassion presentation.

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Compassion, dignity and respect in health care

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Compassion 'has to be our number one priority' says Hiro Tanaka, a consultant orthopaedic surgeon at Aneurin Bevan University Health Board.

We spoke to him about the value he places on compassion in delivering care, and also spoke to a range of staff members from the hospital about what compassion means to them and how they incorporate it in their day to day work. We also hear from some patients about the difference that compassionate care has made to them during their time in hospital.