I will notice when you need help and go the extra mile

KIND

This means…•Ianticipateyourneedsbyunderstandingyoursituation

•Ilistentoyourconcernsanddomybesttoreassureyou

•Ishowcompassionforyouinyoursituationandputmyselfinyourshoes

•Ihelpwithpracticalneedstomakesureyouarenotembarrassed

•Imakeyoufeelthatyouandyourfamilyhavemyfullattentionandyouaremypriority

This does not mean…•Ileavethingstothelastminuteuntiltheyareurgent

•Iignoreyourconcernsanddon’treassureyou

•Idon’tshowempathywithyourconcernsorforyoursituation

•Idon’talwayscheckifyouneedpracticalhelp

•Iappeartoobusytogiveyoumyfullattention

I aspire to be the best in all my actions and interactions EXCELLENT

This means…•Iseektoimprovemyperformanceanddeliverthebestoutcome

•Iacceptfeedbackandseeitasanopportunityforimprovement

•ItalkusingplainEnglish,makeeyecontactateyelevelandamhonest

•Iprovideinformationthatisclear,understandable,andconsistent

•Imaintainaprofessionalappearanceatalltimes,includingwearingmynamebadge

This does not mean…•Itendtodothingsinthesamewayallthetime

•Iamnotopenandacceptingofconstructivefeedback

•Iuselanguageyoucan’tunderstandandavoidbeingopenandhonestwithyou

•Idonotgetallthefactsbeforediscussiontakesplace

•Idressinappropriatelyformyroleanddonotwearmynamebadge

I will do everything I can to make our hospital as safe as possible for patients, relatives, carers and staff

SAFE

This means…•Iadheretothestandardsofpersonal,clinical,andenvironmentalhygiene

•Iamhonestandopenaboutsafety,andcheckandreportanyriskstosafety

•Imakesurewehavetherightequipmentanditisworking

•Iamcarefulaboutmovingpeopleorequipment

•Icheckthatpeoplehaveeverythingtheyneedbeforehandingovertosomeoneelseorgoinghome

This does not mean…•Idonotwashmyhandsatthekeypointsordisposeofwasteproperly

•Ikeepconcernstomyselfanddonotcompleteariskformattherighttime

•Iassumeequipmentisavailableandworking

•Itakerisksthatmightinjuremyselforanotherperson

•Idonotcheckthatpeoplehaveunderstoodwhatwillhappennextandwhotocontactiftheyfeelunsafe

I will treat people as I wish to be treated myselfRESPECTFUL

This means…•Iintroducemyselfbyname,ampoliteatalltimesandgreetyoubythenameyouprefer

•Ialwaystrytoconductsensitiveconversationsprivatelyordiscreetly

•Iacknowledgeandattendtoyou,listeningtoyourpointofviewandaskyouwhatyouwouldlike

•Ichallengethosewhodonotshowrespecttoothers

•Iamawareofindividuals’diverseneedsandseektoprovidetheappropriatesupport

This does not mean…•Iamimpoliteanddon’taddressyoubyyourpreferredname

•Italkaboutsensitiveissuesinpublicwhereotherscanhear

•Idonotlistenorcheckwhatyouwouldlike

•Iavoidchallengingthosewhoshowalackofrespect

•Iamunawareofpeople’sdiverseneedsanddonotmakeadjustments

Morethan900patients,membersofthepublicandstaffvotedduringour‘WhodoyouthinkWEare?’consultationtohelpusdefineourvaluesinFebruary2012.

OurvalueswerelaunchedinMay2012duringourOpenDayandfollowingfurtherfocusgroups,wehavenowdefinedwhatthesevaluesmeaninpractice.

Wewanttoensurethehighestqualitycareforthosebeingtreatedhereandthehighestqualityexperienceforstaffworkinghere.

ThesevaluesandbehavioursguideeverythingwedoasaTrustandasindividualmembersofstaff.

TheydefinethequalityofcarethatpatientsshouldexpectatChelseaandWestminsterandhowweasstaffcanhelpmeetthoseexpectations.

Tony Bell OBE ChiefExecutive

IT’S UP TO

ALL OF US TO ENSURE THAT WE KEEP THESE VALUES AT THE HEART OF EVERYTHING WE DORESPECTFUL

SAFEKIND

EXCELLENT

ThisgraffitiwaspaintedbystaffandthepublicatourOpenDayinMay2012