1. Responsive and reasonable
We will support each other to resolve queries. We will be mindful of each other and give each other space to find solutions.
Staff will:
Support residents with their queries and help them, even if they don’t have the answer by referring them to the appropriate person or department. We’ll champion them within NHG.
Residents will:
Be mindful that staff may not be able to solve their problems or answers their questions straight away, giving them space to do so
2. Dependable and patient
We will trust each other through consistency and transparency. We will be patient with each other.
Staff will:
Do what we say we will and follow up. Regardless of the issue, we’ll acknowledge you, and agree a timeframe to keep you updated.
Residents will:
Be patient and allow staff to come back to them in the agreed time and about the agreed questions and issues raised.
3. Compassionate and respectful
We will always treat each other with respect and compassion.
Staff will:
Act with respect and compassion when engaging with residents and when in their home.
Residents will:
Act with respect and compassion when engaging with staff.
4. Tolerant and inclusive
We will recognise each other as individuals and work to understand each other’s needs and circumstances.
Staff will:
Recognise them as individuals and understand their needs and circumstances and not judge them. Staff will act with compassion and treat residents with respect.
Residents will:
Treat staff members as individuals and understand their circumstances and not judge them. Residents will treat staff members with respect.
5. Empowering and communicative
We will always use clear communication. We will encourage open conversations with each other to resolve issues as easily as possible.
Staff will:
Support residents to get things done easily; self-serve, signpost them to the right services and report issues as quickly as possible and encourage open conversations with us to resolve issues.
Residents will:
Help make things easy, by working with staff to resolve queries and issues through clear and open communication.