"rachelb's promise: to look at the department from a visitors' point of view"

About: Rotherham: Every interaction counts

(as other),

This promise to change my work with patients and colleagues was made as part of Rotherham's Every Interaction Counts initiative, with Patient Opinion. I promise three things: 1. To give positive praise and encouragement to colleagues. 2. To look at the department from a visitors' point of view, and make assessments for possible changes. 3. Motivate staff by giving them ownership of an area.
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Response from Paul Hodgkin, Chief Executive, Patient Opinion

picture of Paul Hodgkin
Hi Rachel Great promises! And great that they are pretty specific. Have you got anywhere with them? Did you manage to give any staff ownership of an area? And if so what happened? I also think looking at the department from a visitor's point of view sounds useful. What did you see? Anything that surprised you? I wondered if this one might be easier to do with some one else, so that you can fire off each other - things that seem quite normal to you might strike a friend, especially someone who works in another department, quite differently. Let us know what happens All the best Paul (Just email with your reply if you are too busy to post it up yourself and we'll put it up for you)
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Update posted by rachelb (other)

I have been trying to lead by example by being positive and communicating with the patients in the correct manner myself then hopefully that has motivated staff to do the same. I have noticed a difference in the staff's attitude to the opinions of the patients, and I have noticed that they have taken on board the comments and suggestions which I have made. As far as looking at the department form a visitor point of view, myself and a colleague have had a walk about the department asking patients, staff and visitors their opinions, which was very useful and improvements have been put into place or are in the pipeline. I am confident that I can keep the momentum up and hopefully continue to motivate.