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DO YOU CARE? Care and Compassion Daljit Athwal, RGN, RSCN, RHV, MBA Programme Lead – CNO Strategy NHS England Leicestershire Lincolnshire Area 19 June.

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Presentation on theme: "DO YOU CARE? Care and Compassion Daljit Athwal, RGN, RSCN, RHV, MBA Programme Lead – CNO Strategy NHS England Leicestershire Lincolnshire Area 19 June."— Presentation transcript:

1 DO YOU CARE? Care and Compassion Daljit Athwal, RGN, RSCN, RHV, MBA Programme Lead – CNO Strategy NHS England Leicestershire Lincolnshire Area 19 June 2013

2 2 Change, change and more change!! Hospitals NHS Trusts Foundation Trusts CHI Healthcare Commission CQC Regional Offices Health Authority Strategic Health Authority NHS England Monitor National Trust Development Authority A reform is a correction of abuses; a revolution is a transfer of power. Robert Bulwer-Lytton Primary Care Groups Primary Care Trusts Clinical Commissioning Groups

3 Why does the NHS need compassion? Report highlights poor patient care Mother's horror as nurse tapes dummy in mouth of her premature baby boy Care home abuse probe after elderly residents are left bruised, in a filthy state and jewellery goes missing Home care slammed as elderly left in bed for up to 17 hours at a time between visits NHS care quality comes under fire Patients 'demeaned' by poor-quality nursing care Unacceptable failures by hospitals to meet older people's nutritional and dignity needs have been uncovered by the Care Quality Commission Poor care is down to ''culture'' of the NHS Poor treatment of older people in the NHS is an attitude problem Rude, arrogant, lazy: Patients' verdict on NHS staff as two in three tell of poor care CQC report: too many failing hospitals Great-grandmother suffered as a result of a catalogue of failures during a four- week period at the hospital, including not having enough fluids, which led to her death from dehydration. Silent scandal on wards for the elderly: Three female hospital carers arrested and department shut after 'cruel abuse' of geriatric patients

4 Mid Staffordshire Public Inquiry

5 “NHS Staff should not distance themselves from what happened in Stafford or reassure themselves that they would have done things differently, and that the same failings could not happen elsewhere” Don Berwick Mid Staffs was extreme – the dynamics are everywhere

6 Winterbourne View

7 The evidence around compassion Care and Compassion – Health Service Ombudsman 2011 Undercover – North Manchester and Winterbourne CQC – Dignity and Nutrition Inspections Patients Association – Patient Stories Reports (2009-2012) The Willis Commission Report – Quality with Compassion

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9 Don Berwick – Normalisation of deviance Alarm bells ringing but not answered Many Suffered Fear abounded Fragmentation ruled Normalisation of deviance

10 Philip Zimbardo (2007) – Lucifer Effect 'If you put good apples into a bad situation, you'll get bad apples.' Mindlessly taking the first small step Dehumanisation of self (anonymity) Diffusion of personal responsibility Blind obedience to authority Uncritical conformity to group norms Passive tolerance through inaction or indifference To what extent do you recognise these in your own organisations?

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12 The NHS touches our lives at times of basic human need, when care and compassion are what matter most NHS Constitution

13 “If you want others to be happy, practice compassion. If you want to be happy, practice compassion.” Dalai Lama

14 Its called Compassion when ………….. co = together passion=Strong Feeling Buddhism “when we see someone in distress and feel their pain as if it was our own, and then strive to eliminate or lessen their pain, then this is compassion” Deep awareness of the suffering of another coupled with the wish to relieve it Empathy, as most people know, is the ability to put oneself in the other person's place. Although compassion and empathy are two separate things, having compassion for someone can lead to feeling empathy for another person. 14

15 Our opportunity…..improving experience “People will forget what you said, people will forget what you did, but people will never forget how you made them feel” “People will forget what you said, people will forget what you did, but people will never forget how you made them feel” - Maya Angelou (American author)

16 Building your resilience (Zimbardo) I made a mistake I am mindful I am responsible I am Me, the best I can be I respect Just Authority I can oppose Unjust Authority/Systems I want group acceptance BUT value my independence I will be more Frame Vigilant I will balance my Time Perspective

17 Compassion In Practice 17 Nursing, Midwifery and Care Staff vision increase in respect for the profession increase pride in role improve quality of care and patient experience 3 year strategy

18 Implementation Plans 18 1. Helping people to stay independent, maximise well being and improving health outcomes. 2. Working with people to provide a positive experience of care. 3. Delivering high quality care and measuring the impact. 4. Building and strengthening leadership. 5. Ensuring we have the right staff, with the right skills in the right place. 6. Supporting positive staff experience.

19 6Cs Live

20 "It is only when you are standing on the foundation of your values that you are able to maintain your truth, no matter what the surrounding circumstances." Dadi Janki President of The Janki Foundation


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