Staff Charter
STAFF CHARTER In our organisation, care and compassion is at the heart of everything we do. Our ambition is to deliver perfect care to become the world’s leading organisation in holistic health and well being. We strive to work side by side with our colleagues, the people who use our services, carers and families, and the communities we serve. Our Staff Charter has been updated collaboratively, it highlights what is expected of you in supporting our Just and Learning Culture and what you can expect from the Trust in return.
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What can I expect from the Trust?
What the Trust expects from me
Opportunities and support to continually improve the quality and delivery of our services.
To contribute to improving the quality of care, by prioritising the holistic health and wellbeing of our colleagues, carers and the people who use our services through great teamwork and partnerships.
The resources to enable me to deliver my job to the best of my ability.
To take ownership for my part in the delivery of high quality care, to courageously and compassionately challenge concerns.
A learning culture on person centred care, free from discrimination and harassment, where me and my contribution is valued and I am supported in a caring and compassionate way.
To value difference and individuality, and show care, empathy and respect for all colleagues, carers and the people who use our services.
A rewarding job which makes a difference to the lives of our patients, colleagues, service users and their families in our wider community.
To take pride in my work at Mersey Care, to care about my colleagues and work together to make a difference to the people who use our services and their families.
An individualised approach to support, enabling colleagues, patients and carers to voice any concerns. Providing emotional and practical help in a joined up, holistic way.
To take a compassionate and supportive approach to all and taking time to listen, act and care.
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Mersey Care Values
CONTINUOUS
IMPROVEMENT
Committed to making improvements to our services for the benefit of all
A
Taking ownership to anticipate, develop and deliver high quality care
R ESPECT
How we treat others in an inclusive and supportive way
E
Demonstrate our passion and pride for what we do and how we do it
CCOUNTABILITY
NTHUSIASM
S UPPORT
Actively supporting others with compassion and courage
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PASSION FOR IMPROVEMENT
PROFESSIONAL AND OTHER STANDARDS
RESPECT FOR OTHERS
DRIVE AND PASSION
HEALTH AND WELLBEING
EFFECTIVE OPEN COMMUNICATION
SELF DEVELOPMENT
RESPECT FOR TEAMWORK
ENGAGEMENT AND COLLABORATION
COMPASSIONATE COMMUNICATION
BEHAVIOURS FOR COLLABORATION
FLEXIBILITY
RESPECT FOR SHARED VALUES
PRIDE
JUST AND LEARNING CULTURE
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C ONTINUOUS IMPROVEMENT Consistently Meets Expectations
Theme
Development Needed
Passion for Improvement
• Rarely takes action to improve care , their work or the service • Rarely seeks feedback, or shows little sign of acting upon it when offered, to improve our service • Automatically dismisses new ideas or discourages colleagues from coming forward with new ways of doing things • Sticks to out-dated ways of doing things because unwilling to be exposed to change • Is reluctant to set goals for improvement
• Committed to giving priority to actions that will improve the care we provide, and seeks and acts upon feedback to ensure quality • Listens to the concerns of those who use and deliver our services and their carers, and takes action • Looks at their working environment and actively looks to improve the way we do things • Sets goals for improvement for themselves and in their team, and reviews how they are doing against these goals • Always reports incidents or near misses that could cause harm, and takes steps to prevent future incidents
• Actively collaborates with colleagues, those who use our services and their carers to find ways to improve. • Continuously identifies opportunities to improve team and service performance • Always asks ‘how could we do this better?’, reviewing evidence based practice and best practice in other organisations, and acts on it. • Sets stretching goals for improvement , continually reviewing how they are doing against these goals • Always tries to understand the cause of incidents or near misses, and is always looking to take steps to prevent incidents • Identifies and contributes to integrated and alternative approaches to service delivery
Effective, Open Communication
• Sometimes doesn’t listen to, or include the patient , their family or colleagues e.g. to agree a care package • Sometimes withholds information or provides information in an unclear or inappropriate way • Interrupts or fails to listen to others • Doesn’t listen or pay attention during conversations • Uses jargon
• Routinely provides information about the organisation’s priorities, services and interventions in a clear appropriate way and in a timely manner • Provides clear reasons for decision-making. • Communicates honestly in accordance with policies and procedures • Demonstrates effective verbal, non-verbal and written communication • Demonstrates active listening, including feedback, paraphrasing and recognition • Acts upon what they have heard
• Creates clear and effective communication systems to ensure joined up approaches to service provision • Consistently displays a transparent, enabling and reflective way of working with all individuals. • Is known for communication that is timely and appropriate • Consistently seeks to improve communication with colleagues, and people who are involved in services • Always uses the appropriate medium of communication for the specific audience
Behaviours for Collaboration
• Is sometimes inconsider- • Promotes a culture of holistic • Is always positive, supportive, ate or lacks empathy for health and wellbeing, to enable empathetic and engaging others’ needs people to live their best life • Encourages and actively • Can be unapproachable, • Is observed to be approachable, removes barriers to enable the snappy, irritable, not inhelpful, interested and optimistic facilitation of creativity and terested, unresponsive, • Recognises own impact on innovation or doesn’t listen others and adapts personal style according to the situation
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Exceeds Expectations
ACCOUNTABILITY Consistently Meets Expectations
Theme
Development Needed
Professional and other standards
• Sometimes divests themselves of responsibility for service outcomes and quality • Has a tendency not to challenge inappropriate behaviour, policy or process. • Does not always address concerns that have been raised • Sometimes blames others • Treats some processes / practices as a tick box exercise without seeking to understand the purpose
• Promotes, enables and • Takes responsibility for the quality and continuity of care / supports others to exceed service delivery standards • Creates a culture that • Includes patients, their families promotes ownership and colleagues to agree care • Creates an environment plan • Acts with integrity and works where people feel safe with the team to deliver best to speak up and have confidence that any concerns quality will be addressed • Sets and delivers high standards in accordance with best practice and policy • Takes action and ownership to challenges inappropriate behaviour and address concerns. • Speaks up about concerns and / or compassionately addresses concerns • Is clear on what can be realistically delivered and sees this through • Consistently dresses suitably for the service area they operate in
Self Development
• Is unable to recognise their limitations or the impact of self on others • Disinterested in appraisal, reflective practice and supervision, rarely seeks to improve in their role • Avoids development responsibility; viewed as a poor team player • Requires prompts, or fails to maintain mandatory training
• Recognises limitations and seeks support and development opportunities • Takes responsibility for maintaining competence relevant to role and service needs • Reflects on own behaviour and actions and adapts style / practice where appropriate • Actively engaged in appraisal, reflective practice and supervision
Flexibility
• Has a tendency to be • Adapts and responds effectively inflexible in their apto others and service needs proach to work • Admits and apologises when • Tends to put their own wrong needs before that of the • Is supportive and team which can have accommodating of a detrimental impact redistribution of workloads on colleagues, service delivery and quality
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Exceeds Expectations
• Consistently engages in reflective practice and proactively seeks ways to improve and develop • Proactively seeks and plans opportunities to improve • Promotes participation in appropriate development of skills to encourage best practice • Demonstrates how development has led to improvement for patients, families and the team
• Anticipates changes in patient, team and service needs and works proactively to address • Goes out of their way to support their colleagues and people who use our services
R ESPECT Consistently Meets Expectations
Theme
Development Needed
Respect for Others
• Sometimes dismissive of other colleagues and their roles. Doesn’t make the effort to understand others’ roles • Rarely observed to acknowledge the views or concerns of others • Dismissive of what others say and/or their emotions • Lacks insight in the diversity of the communities we serve
• Promotes understanding • Is empathic, understanding and respectful of others experience, of the whole person circumstances, faith and personal holistically, and everything about their characteristics care • Works side by side with people • Promotes and shares who use our services so they can play a full part in deciding what will understanding of others. improve their lives as a whole • Proactively seeks out • Values and encourages the involvement of carers and families. other people and their • Is respectful of the language and perspectives modes of communication people use to describe their experiences • Consistently takes the time to listen, understand and help others • Recognises own biases, and takes action to reduce the impact
Respect for Teamwork
• Has a tendency to work in isolation • Sometimes unsupportive of others • Does not willingly share the workload or difficult tasks • Lacks consideration of the team and/or service needs • Sometimes imposes their views on others, makes derogatory remarks, intimidates or undermines
• Often recognises and acknowledges good work • Helps colleagues to deliver and understand their role • Consistently contributes to team health and performance • Acknowledges others’ strength and contribution to providing a holistic person centred service, integrated care / service provision • Values the whole team and considers all team members of equal importance
Respect for Shared • Sometimes acts in negative Values ways that demonstrates a lack of insight / respect for shared values • Frequently ignores situations or persons because they do not agree or are not interested in their beliefs • Lacks insight regarding information they do not have • Shows reluctance to accept own faults and weaknesses
Exceeds Expectations
• Consistently contributes to the team’s development and performance • Applies the same rules to themselves as to others • Commends others in their achievements and encourages celebrations of successes • Acts as a good role model for team building
• Demonstrates a holistic, person • Creates an environment centred approach that respects and • Consistently values peoples celebrates diversity uniqueness and diversity in a non• Proactively seeks to judgemental, productive way develop equality at • Is consistently courteous and work respectful to others • Recognised for being • Values and supports the health, observant, and wellbeing and lived experience of encourages values and others standards in others • Provides fair and equitable access to care and support • Speaks out against discrimination
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ENTHUSIASM Theme
Development Needed
Consistently Meets Expectations
Exceeds Expectations
Drive and Passion • Occasionally lacks • Always places the patient • Continually goes above and the enthusiasm to first and at centre of their beyond to make a difference. work • Consistently motivates, perform and complete work • Consistently demonstrates encourages and enables pride in the job to make others to be their very best. • Tends to do the bare minimum and lack a difference and improve enthusiasm. patient care. • Persists with challenging • Shows interest in what the organisation tasks to ensure patients and colleagues receive a can do for them, more than in what quality service. they can do for the organisation Engagement and • Sometimes fails to Collaboration involve patients, carers, colleagues appropriately • Often appears disinterested in their work or team • Sometimes uses excuses such as professional standards, policies and procedures to disengage • Consistently makes decisions without involving or informing others • Often interrupts discussion with sarcastic or non-work related comments
• Actively and consistently prioritises service user, carer and colleague engagement and strives to adopt a side by side approach • Consistently involves and communicates with others regarding the needs of patients or other relevant stakeholders, and in decisions or proposals for changes • Works in partnership with other teams and services to deliver integrated care • Demonstrates a willingness to participate in all aspects of their role within the team
Pride
• Passionate about • Promotes understanding and healthcare services interest in Mersey Care, its • Consistently demonstrates vision, values and priorities the Trust values • Understands and • Proud of contribution to demonstrates values led Mersey Care services and leadership regardless of role success or grade • Understands their role in a team and the impact of their behaviour upon others • Demonstrates a sense of belonging to Mersey Care by talking positively to others about the Trust
• Has a tendency to be negative and disinterested, unapproachable and inflexible • Occasionally dismissive of Mersey Care, its vision and aims
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• Understands and demonstrates the impact of engagement on improving care quality and staff well being and performance • Manages the situation, the environment and others in order to effect engagement • Consistently contributes to improvement of team working • Encourages team work around decisions impacting colleagues and service users • Continually recognises and promotes good ideas and good practice
SUPPORT Theme Health and Wellbeing
Development Needed
Consistently Meets Expectations
Exceeds Expectations
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Provides support to a ‘one size fits all basis’, without recognising individual needs or preferences Does not recognised that change can affect performance and wellbeing of self and others Occasionally lacks compassion for colleagues or patients who are having a difficult time or are unwell
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Helps others to see their value and their worth, and achieve their goals Supports others e.g. colleagues through times of change Actively encourages time and space to support reflection for self and others Provides personalised, individual help and support not ‘one size fits all’ and is flexible to these needs Willingly offers help and guidance to others at work Recognises when support is needed for self or others and takes positive action - from having a conversation to making a referral or self referral to Staff Support, Counselling, Occupational Health, Chaplaincy Service etc.
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Compassionate Communication
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Just and • Learning Culture
Rarely takes action to engage with the team Doesn’t ask or check in with someone who may be struggling Is sometimes unapproachable, or inconsiderate to the needs of others Demonstrates an unwillingness to understand issues or concerns raised
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Sometimes makes knee-jerk reactions rather than taking time to find out and understand all the relevant information
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Is consistently approachable, kind and genuinely compassionate to all Provides positive feedback and regularly recognises hard work e.g. says thank you Actively listens, and ensures others feel listened to, validated and important Communicates honestly, openly and transparently with all
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Courageously has challenging conversations and/or makes difficult decisions Delivers positive care with the courage to take well managed risks in the way we work with patients Actively listens to concerns of others including the people that use our services, and takes appropriate action e.g. practical solutions Learns from experience and uses this as an opportunity to develop and grow Voices concerns in a non judgemental way If something unexpected happens, suspends judgement and takes time to understand what happened and what support is needed Empowers and enables people to do what they need to do without taking away their autonomy Recognises the human elements within policy, appropriately using discretion to provide a supportive approach
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Actively promotes, enables, and creates time and space to support reflection for self and others Enables others to provide personalised, individualised help and support - not ‘one size fits all’ Is pro-active in taking action through times of change e.g. offering resources to others Tries to ensure that support provided is joined up around the holistic needs of a colleague, service user or carer Provides support to colleagues on both work related and personal issues to enable them to give their best Empowers and encourages people to express and reflect in a considerate and constructive way Consistently keeps compassion and communication at the forefront, even when things are not going well, or under pressure
Shows compassion, consideration and concern for each other even when things may not be going well or they are under pressure Shares learning from experiences to help others develop and flourish
Mersey Care NHS Foundation Trust V7 Building Kings Business Park Prescot L34 1PJ Tel: 0151 473 0303 11