South East Ambulance Service Flashcards
Taking pride, what will you do?
Fulfill our roles and responsibilities to the best of our ability.
Encourage our colleagues to do the best job possible.
Act positively even when faced with challenges.
Openly share ideas and best practice with colleagues.
Pro-actively seek and share information.
Take personal responsibility for our actions.
Take the initiative to act and not leave it to others.
Share ideas for improvement.
Be open to improvement and change.
Have the confidence to challenge and speak up.
Have the motivation to make a difference.
Support others to make changes.
Be honest when things go wrong.
Celebrate colleagues’ successes.
Taking pride, what won’t you do?
Engage in negative gossip.
Be averse to change.
Show complacency in service delivery.
Accept poor practice.
Display a poor or negative attitude.
Fail to report and/or raise concerns.
Show disregard for others?opinions.
Ignore or cover up mistakes.
Allow our mood to affect how we treat patients and colleagues.
Obstruct colleagues from effectively doing their jobs.
Striving for continuous improvement, what will you do?
Encourage each other to express opinions and ideas about how we can improve patient safety and the quality of our service.
Speak up if we can see a safer, more efficient or cost-effective way of doing things, and share our knowledge and new ideas.
Look for the positives, not the negatives, when others express ideas and views, and be open to new ways of working.
Actively participate in personal and professional learning and development and use mistakes as learning opportunities.
Seek and act on feedback to improve personal performance.
Consult others in decision making.
Work collaboratively across teams and departments.
Understand that others may have a different perspective and enter into any challenge constructively.
Use resources appropriately, efficiently and effectively.
Have the ability to work across boundaries.
Focus on positive outcomes for colleagues and service users.
Striving for Continuous Improvement, what won’t you do
Discourage anyone from trying a better way of doing things.
Reject opportunities to improve the way we work.
Deliberately avoid or ignore problems or difficult situations.
Practice silo working.
Dismiss the opinions of others.
Communicate ineffectively.
Demonstrate an unwillingness to change.
Adopt a one size fits all approach.
Take shortcuts.
Focus on quantity rather than quality.
Do the bare minimu
Acting with Integrity, what will you do?
Maintain high personal and professional standards.
Do what we say we are going to do and keep our promises.
Speak up when we think something is wrong.
Admit and learn from our mistakes and be honest when things go wrong.
Gather information to gain understanding rather than making judgements or laying blame.
Challenge constructively and be open to challenge from others.
Behave in a transparent, honest and open way.
Acknowledge the efforts and successes of others.
Behave in a supportive manner.
Care about and believe in what we do.
Acting with Integrity, what won’t you do?
Abuse our authority or influence over others by showing favouritism, or discrimination in any way.
Blame others
Put individual agendas before patients, colleagues and teams.
Choose to ignore and/or cover up mistakes.
Disregard the viewpoints of others
Behave in a disrespectful way.
Choose to ignore the needs and requests of others.
Make promises we can’t keep.
Demonstrating Compassion and Respect, what should you do?
Treat everyone fairly and appreciate that everybody counts.
Maintain a safe environment for our colleagues and patients.
Be polite, courteous and respectful towards colleagues, patients and others with whom we have contact.
Help others when they are in need of our support.
Pay attention to other’s different needs and respect individual differences.
Use appropriate language.
Show empathy and treat others as they wish to be treated.
Acknowledge good behaviour.
Show kindness to ourselves and others.
Listen to colleagues, patients and their families, and act in accordance with individual needs and wishes.
Seek and build relationships with colleagues and patients.
Encourage everybody to have a voice.
Approach everything in a fair, inclusive and compassionate way
Demonstrating Compassion and Respect, what won’t we do
Take advantage of other’s kindness, helpfulness or support.
Deliberately ignore, exclude or treat people unfairly.
Be critical or judgemental of others or their situations.
Use inappropriate or offensive language.
Display disrespectful behaviour.
Bully, harass or display uncivil behaviour towards others.
Be rude, disrespectful and/or discriminatory.
Treat patients and/or colleagues as inferior or incapable.
Allow our mood to affect how we treat patients and/or colleagues.
Demonstrate an insensitive, unapproachable or uncaring attitude.
Disregard or belittle patients and/or colleague’s feelings and opinions.
Demonstrate patronising behaviour.
Talk about people as if they are not there.
Assuming Responsibility, what will we do?
Consider the impact of our decisions on others before acting.
Learn from our mistakes by taking appropriate action.
Take care of our health, wellbeing and safety at work.
Take responsibility for resolving problems.
Challenge inappropriate behaviour or poor working practices.
Take personal responsibility for our actions.
Recognise our own limitations.
Continue to learn and make constant improvements in our everyday practice.
Take the initiative to act.
Encourage feedback.
Ask questions to fully understand.
Have the confidence to constructively challenge and/or speak up.
Share knowledge and new ideas.
Resist the tendency to blame others
Assuming Responsibility, what won’t we do?
Allow processes to undermine or detract from meeting patient needs.
Complain about situations without suggesting solutions.
Display negative attitudes.
Turn a blind eye.
Fail to report or raise concerns.
Avoid accountability.
Put our agenda before those of patients or colleagues/our team.
Dismiss opposing opinions.
Fail to ask for help or advice when we need it.
What is the vision?
Best placed to care, the best place to work
What are the 4 strategic goals
Delivering Modern Healthcare for our patients – A continued focus on our core services of 999 & 111 Clinical Assessment Service
A Focus on People – Everyone is listened to, respected and well supported
Delivering Quality – We listen, learn and improve
System Partnership – We contribute to sustainable and collective solutions and provide leadership in developing integrated solutions in Urgent and Emergency Care
What is the duty of CANDOR
Health care professionals must tell people when things have gone wrong
Tell person, apologise, offer an appropriate remedy or support, explain fully what’s happened
Also have to be honest with regulators and raise issues where appropriate
What is the code of conduct
- Be accountable by making sure you answer for your actions
- Promote and uphold privacy, dignity, rights, health and well-being of people who used health and care services and their careers at all time
- Working in collaboration with colleagues
- Communicate in an open and effective way to promote the health and safety, and wellbeing of people
- Respect a person right to confidentiality
- Strive to improve the quality of healthcare, care and support through continuing professional development
7.uphold and promote equality, diversity and inclusion
6 Cs of the NHS
Commitment
Care
Compassion
Competence
Communication
Courage
