‘Smiles and Kindness’ the Secret to Good Care

Simple things like a smile and saying thank you can make all the difference to patient care and a good working day in Cardiff and the Vale of Glamorgan.

Those are just some the lessons taken from more than a week of events at University Hospital of Wales and University Hospital Llandough that heard from hundreds of patients and staff as part of the Values into Action programme.

It brought together members of the public, staff and leaders from Cardiff and Vale University Health Board to hear from them what makes good patient care and how we can each make a difference to the outcomes for patients and for colleagues in small simple ways.

Tim Keogh, who led the sessions, said: “The enthusiasm of people within this organisation who have grabbed the opportunity to make sure their own experience and those of patients are better in Cardiff and Vale really is encouraging.

“We have heard just how important little behaviours are to patients – kindness, a smile – and how that can contribute to their outcomes.

“From colleagues we’ve heard how something as simple as saying ‘thank you’ to each other can make such a difference to someone’s day.”

Staff and the public shared their views across the various sessions with more than two thousand people completing an online survey about their experiences.

That insight will now be compiled and reviewed and used to create an action plan for helping staff demonstrate the health board’s values through daily behaviours and attitudes.

Feedback will be shared over the coming weeks. Mr Keogh said: “It’s been an absolute pleasure to be part of such a great programme.”

Colleagues have already highlighted those they feel are embodying the values as part of VIP (Values Inspiring People) with three rounds of staff from all areas and backgrounds recognised.

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