British Journal of Healthcare Assistants

“SPEAK UP”

Alison Hayes, Independent Facilitator

British Journal of Healthcare Assistants

SPEAK UP : HOW YOUR CONTRIBUTION CAN IMPROVE PATIENT CARE

• Share examples of how your contribution improves patient care

• Explore the barriers to speaking up• How to be heard • When and where to speak up• Top tips to take back

British Journal of Healthcare Assistants

EXAMPLES OF IMPROVEMENTS TO PATIENT CARE

• Healthier snacks in the Health Centre’s vending machine

• Improved access to the team by phone for patients

• More accessible venue for exercise group for patients with COPD

British Journal of Healthcare Assistants

BARRIERS TO HCAS SPEAKING UP

• It’s not my place• What will happen once I’ve said it?• Everyone else know this, don’t they?• Will I upset someone?• Will I find the right way to say this?• Will there be time in the meetings?• Will I be listened to?

British Journal of Healthcare Assistants

DIFFERENT VIEW

British Journal of Healthcare Assistants

HOW TO BE HEARD

• Be brave• Keep things short • Have a clear message• Be constructive• Think about what you want to say before you say it• Talk about what you have seen• Watch your assumptions• Be prepared to answer questions• Offer solutions

British Journal of Healthcare Assistants

WHEN AND WHERE TO SPEAK UP

One to one with supervisor

Handovers

Meetings

Team away days

Whistle-blowing

British Journal of Healthcare Assistants

TOP TIPS

We all have something to contribute to our team’s success and improved patient care

• Effective speaking comes from observing and listening • Use an agenda in meetings, however informal an agenda can help

everyone be heard• Describe what you have seen, not assumptions• Be clear, concise and constructive• Use details• Share what made you feel uneasy• Be prepared for questions• Suggest alternatives

British Journal of Healthcare Assistants

SPEAK UP

When people who are not used to speaking are When people who are not used to speaking are heard by people who are not used to listening, heard by people who are not used to listening, then real learning occursthen real learning occurs