At West Suffolk Hospital we are all committed to providing our local communities with the highest quality of care and to putting their needs first. Together staff and patients have developed 10 Patients First Standards to help us support each other consistently to put Patients First to create the experience our communities deserve.

Patients First Standards of Behaviour

The 10 standards apply to all of us and are part of everybody’s job. They help us ensure our patients consistently feel safe, cared for and confident in their treatment

1. Clean (patients are safe)

I will be vigilant across all aspects of safety, practice hand hygiene and show attention to detail for a clean and tidy environment wherever I work.

2. On stage (patients feel safe)

At all times I will look and behave professionally, acting as an ambassador for the Trust, so patients, families and carers feel safe, and are never unduly worried.

3. Honest (patients stay safe)

I will be confident to speak up if standards are not displayed, appreciative when they are, and I will be open to ‘positive challenge’ by colleagues.

4. Courteous & respectful

Whatever my role I will be polite, courteous and positive in the face of adversity, and I will always be respectful of people’s individuality, privacy and dignity.

5. Communicate & listen

I will take the time to listen, asking open questions, and keeping people informed of what’s happening; providing smooth handovers.

6. Helpful & kind

I will keep my ‘eyes open’ for (and will not avoid) people who need help; I will take ownership of delivering, being someone people can rely on.

7. Informative

I will involve patients as partners in their own care, helping them to be clear about their condition, choices, care plan and how they might feel; and I will answer their questions without jargon.

8. Timely

I will appreciate that other people’s time is valuable, and offer a responsive service, to keep waiting to a minimum, helping patients get better quicker and spending as little time in hospital as appropriate.

9. Compassionate

I understand the important role that patients’ and families’ feelings play in helping them feel better, so I will be compassionate, gentle, reassuring and considerate of patients’ pain.

10. Improving is everyone’s job

I will look to simplify processes, eliminate waste, and increase efficiency by putting patients first. I will seek out and act to solve patients’ frustrations, and take part in evidence-led quality improvement. I will be happy to be measured and held accountable for my own role, quality for patients and Trust performance.

I have read and understand the Standards of Behaviour (above) and I agree to comply with and practice these standards if and when I join the Trust.

I accept/continue|