'Our Values, Your Values' was the name given to the Phase 2 of our values work, which focused on engaging with the community to understand what was important to them.
What are we trying to achieve?
We wanted to validate the information gathered in the first phase of our values programme and get a deeper understanding of what is most important to our patients, the wider community, and staff.
Information from the sessions was also used to:
- develop a set of standards and behaviours as a guide for how we behave with patients, their families / whānau and with each other
- identify improvement opportunities
What have we done?
In December 2013 we held a series of ‘listening events’ where patients, their friends and families / whānau , and staff could come and tell us about their experience. The sessions involved:
- 55 patients attending 'In Your Shoes' sessions to tell our staff what it is like to be a patient here
- 50 staff attending 'In Our Shoes' sessions to tell us what it is like to work at Waitemata DHB
- 60 managers/leaders attending 'Leading our Values' sessions to make sure that our organisation’s leaders promote and role model the values
- 5 staff completing a session to enable them to deliver more 'Leading our Values' sessions throughout the organisation
In addition to listening sessions, 280 staff completed a detailed survey on the values programme. We also carried out an analysis of a sample of compliments and complaints.
How are we doing?
Feedback from the community and staff was overwhelmingly positive. Participants valued the opportunity to share their experiences. Our listening sessions, staff survey, compliments and complaints showed us that:
At our best we are:
But that our service is not always consistent:
We also analysed the information from the listening event sessions and identified a range of potential improvement projects that include:
- Reviewing how we currently involve patients in treatment decisions
- ‘Campain’ – a campaign to improve pain management
- ‘Quality contact’ – optimising positive impact of patient contact time
- ‘Why wait?’ – reviewing of when and why patients have to wait
- ‘Listen to me’ – improving staff listening and communication skills
- Developing projects around other priorities such as discharge processes, patients' experience at night time, and family / whānau involvement in a patient's care
Share standards and behaviours
This rich information from staff and patients has been used to develop a set of shared service standards and behaviours that our staff and patients have told us they want to see. We are working with frontline staff, team leaders and managers to help embed our values, standards and behaviours across the organisation. Over the next year, we will highlight a shared standard of behaviour that supports one of our four values every two or three months, along with tips, hints and activities to help our staff and their teams demonstrate the associated behaviours every day.
For example, in our first month we focused on our value 'Everyone Matters' and how staff can demonstrate being 'Welcoming and friendly'.
The standards and behaviours we would love to see for our value 'Everyone Matters'
[download our full set of behaviours]
We encouraged three activities for the month:
Greet patients and colleagues with a smile.
2. '3Ms' of welcome
The '3Ms' of welcome to help our patients feel more relaxed and less anxious about their treatment.
For example: "Hello, MY name is John, MY role is a nurse, MAY I check your details / take you to x-ray / check your blood pressure…".
3. '15-Step' challenge
Through a series of questions and prompts, the ’15-step’ challenge allows us to understand how patients feel about the care we provide. Specifically:
- What makes us trust a care environment?
- What makes us feel that we will be safe and cared for?
- What are the first clues to high quality care?
- What does good care look, feel, smell and sound like?
[Download the '15-Step' challenge]
Making a pledge
A pledge is a commitment to making or reinforcing behaviours that matter in every day practice – reminding ourselves of why we do what we do. No matter how big or small, a pledge gives us all a focus and helps reinforce our belief in the values, standards and behaviours of our organisation. This might be a clinician pledging to greet each colleague by name or a receptionist promising to smile more.
We are encouraging our staff to make a pledge that is personal to them. Pledges in the workplace can be made through the use of pledge walls or by adding an online pledge to our electronic pledge wall with pledge 'selfies' and videos as well!
We created a poster about our values journey and were selected as a finalists in the IPANZ Public Sector Excellence awards for the Category “Improving Performance through Leadership Excellence”.
Our Values Journey poster and our finalist certificate for the iPANZ Excellence awards
- Institute of Public Administration New Zealand
Where to from here?
A number of other areas are being developed around the values and behaviours, including:
- Values-based recruitment– looking at how we recruit new staff according to our shared values and behaviours
- Measuring and evaluating patient and staff experience to understand whether we are living up to our values
- Values-based appraisal programme – making sure that staff performance appraisals are based around our shared values and behaviours
- Further developing our 'Leading our Values' programme for managers and leaders
We have also developed a mobile phone app that will allow people to provide feedback on how well we are living up to our values. We will also run two ‘listening weeks’ each year to ensure that we continue to learn as much as we can from patients, their friends and families, and staff about what is most important to them.