Draft Fylde Coast Integrated Care Partnership - values and behavioural standards framework

The following Behavioural Standards Framework has been developed to ensure we have a set of core behaviours and attitudes that help us deliver our vision and priorities. The Framework applies to us all and is part of everyone’s role.

Be compassionate. Always demonstrate you care

What we expect to see and hear: 

• Be friendly and welcoming, introduce yourself by saying “Hello, my name is”…
• Time taken to really listen to patients and responding to their needs
• Care is provided with compassion or empathy and it passing the ‘Me Test’
• Putting yourself in other people’s shoes (patients and staff) and trying to see things from their perspective
• Treating people fairly and with respect
• Awareness of different cultural needs and beliefs and then providing appropriate resources and support where needed
• Saying “thank you” for a job well done
• Presenting yourself in a professional way, in how you speak and your dress code

What we don’t expect to see and hear: 

• Unfriendly behaviour, ignoring people, no introductions
• People putting individual agendas before patient care
• Apathy, lack of compassion giving the impression that you don’t care and saying you are too busy to help
• Ignoring what the other person is saying and showing no regard for how they are feeling or their perspective Gossiping and talking about people ‘behind their back’ or talking over people
• Behaving in a way that humiliates or offends others and constitutes bullying or harassment
• Not respecting or treating others how they wish to be treated
• Ignoring the achievements and successes made by the team and team members
• Being disrespectful to people and not following the appropriate dress code

Be accountable Take responsibility for making things better

What we expect to see and hear:

• Taking responsibility for your own work, tasks and actions
• Being honest when things go wrong, taking ownership
• Keep promises you make following them through
• Being self-aware: understanding your strengthens and weaknesses and how your behaviour affects others

What we don't expect to see or hear: 

• People saying ‘that’s not my job’ * Blaming other when things go wrong , taking no ownership for your actions
• Being dishonest and trying to cover things up
• Failing to keep promises or making empty promises e.g. say you might be able to help just to get people off you back, promise to call someone back and not calling them
• Lacks self-awareness; does not understand or own how their behaviour affects others

Be courageous Be open to doing things differently

What we expect to see and hear:

• People speaking up and escalating concerns appropriately, either about unsafe practice or inappropriate behaviour
• Being open to challenges from others on your own behaviour and welcoming feedback from others
• Regularly reviewing your performance against feedback to ensure you are doing the best in your role and working within current practices
• Continually trying to improve the way things are done

What we don't expect to see or hear: 

• Ignoring inappropriate behaviour when you witness it and not speaking to people about it. Dismissing situations when people behave inappropriately saying “it’s just how they are”
• Ignoring feedback provided and refusing to take issues on board or make changes to behaviour. Being defensive when feedback is given, taking feedback as a criticism
• Continue you work as you have done rather than reviewing your performance and ensuring you are working within current practices
• Resisting change and avoiding making improvements. 

Be collaborative We are all part of one team, working together to improve patient care

What we expect to see and hear:

• Leading by example and role modelling behaviours
• Being open, honest and approachable
• Being a team player and supporting colleagues to ensure goals are met 
• Resolving issues within the team in a constructive and timely manner – nipping things in the bud
• Multi-disciplinary team learning together accepting everyone’s’ contribution is valuable
• Teams and individual members trusting each other, accepting feedback from others about the things that are going well and those that need to change
• Encouraging everyone to have a voice
• Communicate with all the team providing information in a timely way, listen to concerns and respond to issues
• Managing all staff consistently, fairly and equitably

What we don't expect to see or hear: 

• Displaying inappropriate behaviours despite not accepting these from team members
• Is dishonest in what they say and how they work
• Lack of support for individuals and ignoring signs when people may need help
• Ignoring issues or not addressing them in a timely way
• Silo learning in your own professional group
• Inappropriate behaviours displayed resulting in lack of trust e.g. breaking confidences, blaming of others for not doing your share of the work
• Not taking time to listen
• Ineffective or no communication with the team, dismissive of any concerns raised and does not respond to issues
• Manages staff inconsistently and unfairly. May even show favouritism to some staff