Macmillan Care and Compassion standard Training - Key learning to be shared with staff

Kelly Thomas attended 3 day training 22/9/16, 21/10/16, 24/11/16 Focus for the training was to look at how we could embed the Macmillan’s Values based standard of compassion, dignity and respect in Bluebird Care’s practice...

Key learning
1. Our Values
Thinking about how our customers experience us. That is how we can improve their experience and the experiences of family members through what we say and do and how we behave around them.
This is important as sometimes it is not what we say but our behaviors when we are rushing that may give a feeling of unease to our customers.
One strategy we were given if we had a lot of stress in our own lives or during a situation was:
STOPS
- Step back
- Think
- Organise your thoughts
- Proceed

It is about being conscious at work and using that to stand back from the immediate situation and assess next steps – pause my thinking

Question – what are your values – this reminded me about why I entered care

2. Person centered care
We considered what it is like to stand in other people’s shoes – we need to continue to understand our customer’s, their needs, background and personal history and build good relationships.  For me this means ensure that we always update ourselves with customers care plan before visits and read visit records before commencing support.

Question – how well do your know the customers you support, what can you do to know them better – have you responded to katie Stones who is creating profiles for all the customers with your help 

3. Communication skills  - being a good listener
Think about how clearly you are understood – am I calm, do I maintain eye contact, smile, nod appropriately.  Not being judgmental when listening.

4. Looking after ourselves
Thinking about how I am feeling, and the impact this will have on others – colleagues/customers.
Taking responsibility for using supervision as tool of support to talk about how feeling and ask for appropriate support.

5. How I make a difference at work
Looked at 3 areas of role in providing high quality care:
- Good outcomes for people who need care and support
- Good customer experience
- Safe care

For me this is about choice for our customers, good relationships working with family, being clear about the duties and responsibilities of my role and recognize that my personal attitudes, beliefs and experiences may affect the way I work.
Have good understanding of my responsibilities as well as the professional boundaries I apply to my work.