Information

                 

Why Do We Need Good Attitude?

Improved communication and ‘people skills’ are central to an enhanced patient experience and better team working.

Failure to communicate effectively has been identified as a leading cause of complaints in healthcare organisations – including the NHS¹. As well as causing distress to patients and staff alike, these complaints are time consuming and expensive to resolve, diverting resources away from front-line patient care.

There is a profound need for training tools for healthcare organisations to improve the people skills of all staff, both clinical and non-clinical.

Good Attitude has been specially created to help your staff appreciate the impact of their own attitudes and behaviour on those around them.

"We´ve been staggered by the way Good Attitude has been taken up at all levels, and by the positive impact it´s having right across the trust. It´s being used, as planned, in facilitated sessions (where it´s proved both popular and effective) and also in direct response to complaints about staff attitude and communications. Good Attitude is a versatile and powerful training tool, which is helping us drive through essential changes in our staff culture." Guy Young, Director of Nursing and Quality, Homerton Hospital

Good Attitude – Key Features

• Specially created for healthcare organisations
• Essential skills for all healthcare staff, both clinical and non-clinical
• All new and original content
• Based on real-life events and on feedback from patients and their families
• DVD features:
  • 56 minutes of video including over 30 minutes of TV-quality dramatised scenarios to promote reflective thought and ⁄ or group discussion
  • Scenarios feature a wide range of staff including non-clinical staff such as housekeepers and receptionists
  • Broadcast-quality, wide-screen video (also works on standard 4:3 screens)
  • Integrated support for multi-session, flexible learning and reflective learning
  • DVD-Video format for all DVD players, or for PCs which play DVDs; gives immediate access to any part of the course
• Printed Facilitator´s Guide & Self-Study Guide
• Dedicated web site including indefinite free downloads of all support materials ⁄ guides

Learning Outcomes

Having used this programme, trainees should:

• Have a clear understanding of the types of attitude and behaviour which lead to better team relationships and an improved patient experience
• Appreciate the impact of their behaviour on those around them
• Have a deeper understanding of other people's feelings and motivations
• Be willing to recognise their limitations, and to ask for help
• Be thinking of ways to change and improve their own attitude and behaviour

Our Nine Principles of Good Attitude and Behaviour

1. Treat all patients, relatives, visitors and colleagues with respect and dignity
2. Be caring, compassionate and fair
3. Be friendly, polite and courteous
4. Be approachable
5. Communicate clearly and thoughtfully
6. Provide relevant information (or find someone who can)
7. Use tact and tolerance when dealing with others
8. Respect the confidentiality of others
9. Present a smart, professional image

Training Options

The training programme can be used:

• As a facilitated group training session (estimated duration: 90–120 minutes)
• For stand-alone self-study, at home or at work (estimated duration: 75–100 minutes)

Good Attitude can help deliver a wide range of essential training needs and courses:

• Induction
• Continuing development and refresher courses
• Managing the poor performer
• Customer care and service
• Communication skills
• Essential ‘people skills’

A Complete, Blended Training Programme

The Training Package comprises:

• A DVD-Video
• Support Materials: Facilitator´s Guide & Self-Study Guide
• Support Web Site

The DVD-Video

The course comprises nine scenarios, each covering an important principle in attitude and behaviour at work (listed above).

Each scenario starts with a dramatised scene demonstrating Poor Practice, to encourage discussion and reflection on the topic. There then follows a Best Practice scene and a Learning Analysis, which highlights the key learning points from the scenario.

There´s also an overview detailing key learning points and a summary reinforcing these.

Printed Support Materials: Facilitator´s Guide and Self-Study Guide

The package comes complete with a detailed, printed guide which covers:

• An introduction ⁄ overview of the course including: target trainees; a description of the training programme; learning outcomes; how to use the DVD; an overview of our nine principles; the support web site; trainer ⁄ trainee evaluation and feedback
• Guidelines for Facilitators, including: how to use the DVD in a facilitated session; conducting a facilitated session; running the session with an individual; troubleshooting; final group discussion
• Guidelines for Self-Study, including: how to use the DVD for self-study; working through the DVD; reflecting – and capturing reflective learning; final reflections
• Scenario information, for each of the nine scenarios: scenario objective; Poor Practice scene synopsis; Poor Practice learning points; Best Practice scene synopsis; Best Practice learning points; additional points & questions; scenario summary
• NHS Knowledge and Skills Framework (KSF): support for implementation of the NHS KSF, including mapping of Good Attitude scenarios against KSF core dimensions
• Reflective learning: Notes on this, and reflective learning template
• Feedback ⁄ evaluation: forms for both facilitators and trainees

Support Web Site

Access to the support area of this web site, including free, indefinite, unlimited downloads of all support materials for you to print out.

The site also offers technical support and facilitator ⁄ trainee evaluation forms, and a section with further reading and recommended web links.

Legal Information

The Good Attitude training programme and DVD are protected by ©, 2004. Unauthorised use or copying is prohibited by law.

All the advice and information provided as part of the Good Attitude training programme is intended to be by way of guidance only. No liability and ⁄ or responsibility is accepted for any of the advice or information that is made available as part of this Programme.

Web Site Version 1.1