"tracey evans's promise: to always recognise what's good, and say so"

About: Rotherham: Every interaction counts

(as other),

This promise to change my work with patients and colleagues was made as part of Rotherham's Every Interaction Counts initiative, with Patient Opinion. I promise to always recognise what's good, and say so. I will be persistent in helping staff recognise what's not so good and help make it better for themselves, and those they touch, no matter how difficult.
Do you have a similar story to tell? Tell your story & make a difference ››


Response from Patient Opinion

Hi Tracey How is your promise going? Have there been any times when you've been able to say what is good? And do you have any thoughts about how to help staff recognise when care hasn't been so good? I think being able to go back in and make things better when they have quite obviously gone wrong can be really hard. I've always found it difficult to both be supportive and do justice to patients upset, hurt and sometimes anger whilst at the same time not undermining staff in public - especially as they're probably already feeling bad about what has happened. Any thoughts or examples of how you've done this? All the best Paul (Just email with your reply if you are too busy to post it up yourself and we'll put it up for you)

Update posted by tracey evans (other)

I have indeed had the opportunity to keep my promise. I have found that where things are ok it's easy and the recipient clearly benefits from the feedback. It feels great to be in this position.

In adversity however, the recipient is keen to accept that which is good but more reluctant to accept the things that are not so good. In these circumstances an honest message can be difficult to both give and to receive. This was personally very tough in a recent example. I faced a degree of hostility when I had to deliver a number of "could do better" messages. It was worth being persistent and sticking to my promise, the end result will be better for both patients and staff.

The most dramatic way to help staff understand what is ok and what is not ok, is to ask the simple question - is this good enough for you or yours. If the answer is no at any level then it is clearly not good enough.