Contents
If you’ve attended a Responding to Challenging Situations workshop you can download the workshop learning material (workbook and PowerPoint) from this page. You will also find additional resources that can be used witihn your team.
If you are a supervisor, team leader or manger please the Manager’ Guide will help you share ideas from the workshop with your team.
- Introduction and Managers’ Guide
- Workbook and Powerpoint – Responding to Challenging Situations (April 2024 workshops)
- Self-assessments
- STH’s Commitment to Customer Care 10 Promises (2010)
- Annie’s Story – based on a real patient complaint
- STH Resources for building your resilience
- External Resources for building your resilience
- More Resources for Managers
1. Introduction and Managers’ Guide
Red Vanilla is a learning and development company based in Hunters Bar, Sheffield. Since 2011 we’ve been working with the Trust to help improve Patient Experience. During and since the Covid pandemic we’ve facilitated learning and development workshops designed to support staff to respond to challenging situations.
The Managers’ Guide is an 8 page document that can be used to help teams use the ideas in the Workbook and Powerpoint.
Responding to challenging situations at STH 2024 – Managers’ Guide Word
Responding to challenging situations at STH 2024 – Managers’ Guide PDF
The Managers’ Guide could be used as follows:
• During team meetings to address specific customer experience problems or challenges
• As part of improvement projects
• For staff learning and development activities
• Part of induction for new team members
• To support team members to as part of the appraisal process if necessary
2. Workbook and PowerPoint (April 2024 workshops)
3. Self-Assessments
4. STH’s Commitment to Customer Care 10 Promises (2010)
In 2010/2011 the Trust’s Patient Partnership Department developed a ‘Commitment to Customer Care Leaflet’ in collaboration with staff, patients, carers, Governors and the Institute of Customer Service. The Commitment to Customer Care Guide’ consisted of 10 customer care promises. Red Vanilla developed a series of workshops to support the introduction of these 10 promises. STH developed the Customer Care leaflet BEFORE developing the Proud Values and so the original 10 promises are not widely used within the Trust today since the introduction of PROUD values and PROUD behaviours.
However you can still download the Commitment to Customer Care Leaflet below as we think it’s very good and complements PROUD. The 10 Customer Care promises in the leaflet were written by and for STH reception areas but are relevant across a range of other areas too. Although no longer widely used, the leaflet contains plenty of useful guidance relevant not just to reception areas.
5. Annie’s Story – based on a real patient complaint
Annie’s story is based on a real breast cancer patient complaint made to the Chief Executive of Barnsley Hospital in 2008. Working with a video production company, the Learning and Develpment team at Barnsley Hospital and a mix of professional and amateur actors, Red Vanilla was part of the team that produced this video. Annie’s story lasts approximately 13 minutes and although made nearly 15 years ago, the video is still relevant today.
Play Annie’s Video (Opens in YouTube)
6. STH Resources for building your resilience
Trust’s Wellbeing Support
Staff can use the following link to find out who their local wellbeing champion is https://nhs.sharepoint.com/sites/RHQ_STH_StaffHealthWellbeing/SitePages/Wellbeing-Champions.aspx
There is a wide range of health & wellbeing information on the staff health & wellbeing sharepoint site which can be accessed from outside of the Trust when logged into NHS mail at: https://nhs.sharepoint.com/sites/RHQ_STH_StaffHealthWellbeing
There is training available around building resilience on our Trust learning system PALMS Building Resilience (LD5053)
Freedom to Speak Guardians:
Liz Puddy, Elected Staff Governor for Medicine and Dentistry – contactable via the email system
Paulette Afflick Anderson – Elected Staff Governor for Admin, Management and Clerical Staff – contactable via the email system
There is also a Freedom to Speak Up inbox within STH if staff wanted to raise any concerns in a more open manner. The inbox is via: sth.speakup@nhs.net
Staff can also be referred to Occupational Health as they have psychologists working within that department.
7. External Resources for building your resilience
The links below will give you access to additional resources for building your resilience
Short article from Dental Nursing magazine March 2021 PPE mask wear: how dental nurses break down the barriers in dentistry |
Resilience and Wellbeing toolkit 20 page Resilience and Wellbeing toolkit plus associated resources published by Derbyshire based coaching, training and leadership development business We Are Beyond who have very kindly and generously given us permission to share their excellent resources. |
Building your own resilience, health and well-being A 44 page easy to read, well laid out workbook published by Skills for Care organisation |
https://portal.e-lfh.org.uk/Component/Details/544060 Health Education England Conflict Resolution Level 1 E-Learning Course |
8. More Resources for Managers
Fifteen Step Challenged – For Clinics and Outpatients The Fifteen Steps Challenge – Quality from a patient’s perspective: A toolkit for clinics and outpatient settings. 18 Page PDF guide published 2017 by NHS England |
https://www.hee.nhs.uk/news-blogs-events/news/meeting-challenge-reducing-stress-building-resilience-nhs-workforce 52 page document – Workforce Stress and the Supportive Organisation – A framework for improvement through reflection, curiosity and change. Produced April 2019 by HEE National Workforce Skills Development Unit |