EVERYONE

Lives the Values using the behaviours below

PUT PATIENTS TAKE PRIDE IN RESPECT STRIVE TO BE ACT WITH

FIRST WHAT WE DO OTHERS THE BEST INTEGRITY
I see the patient, I take pride in my I treat others as I I suggest I do what I say I’m
client or visitor as an personal appearance, would like to be improvements that going to do
individual and have a wear my ID badge, treated myself e.g. I could be made to the
warm, approachable follow the dress code avoid hurtful gossiping way we do things I focus on what is right
manner to help put and see myself as a not who is right. I
them at their ease representative of the I am aware of and I frequently ask for, speak up and tell the
Trust take responsibility for listen to and accept truth even if there are
I make eye contact, how my attitude and feedback to improve personal
smile and introduce I do what is required emotions can affect my day-to-day consequences
myself and encourage others other people performance
to do the same I am open, honest and
I put myself in the I understand that I take ownership for say sorry when
patient, client or I focus attention on people are different. I resolving problems appropriate
visitor’s shoes. I take detail in my day-to- pay attention to their that I encounter in my
time to listen and day work. I take time different needs so that work I admit to mistakes,
understand each to check that what I everyone is treated ask if I don’t know or
person’s need do is accurate fairly I seek to understand don’t understand and
and engage with learn from my
I explain my role and I am persistent and I ask patients, clients, changes that are experience
why I am here. I see the task through visitors and happening in my area
inform the patient, to the end colleagues the name or team I am discreet and
client or visitor of the they prefer to use sensitive when
reasons for processes I regularly review what I am flexible and dealing with
and procedures I do and how I do it to I listen to other adapt my ways of confidential
improve my personal people’s opinions and working when needed information. I
I involve the patient or performance put my own views challenge others who
client in developing forward in a I am keen to learn are not
and reviewing their I share ideas and constructive way from the skills and
(care) plan practice with other knowledge of others I speak up if there is a
services and educate I turn up on time and risk that deadlines
I go out of my way to them in my role, team prepared for meetings may not be met
help patients, clients or client group and appointments. I
and visitors e.g. I participate and I prioritise my work,
approach people I take personal willingly share my patients or clients
when they appear lost responsibility for my thoughts and ideas according to need or
own learning protocols
I take responsibility for I protect the privacy
safety in my working and dignity of I use equipment,
environment patients, clients, resources and time in
visitors and an efficient and
I share information colleagues sustainable way
appropriately and
work with others to I help and support my I role model high
ensure the best colleagues so that we standards so that
outcome for the work well together as people can feel
patient or client a team to achieve our confident in my
goals practice

Values and Behaviours Framework 1 © September 2012 Guy’s and St Thomas’ NHS Foundation Trust
SPECIALIST / TEAM LEADER

Leads others through specialist knowledge or through supervising a team

PUT PATIENTS TAKE PRIDE IN RESPECT STRIVE TO BE ACT WITH

FIRST WHAT WE DO OTHERS THE BEST INTEGRITY
I make sure I am I take personal I take the time to I talk to staff and I role model the
available to patients, accountability for listen and engage in discuss ideas they standards that are set
clients, visitors and delivering my own and conversation have for improvement out for others in what I
staff my team’s results say and do
I focus other people’s I am proactive in
I encourage others to I set clear objectives attention on dignity in dealing with risks and I hold others to
prioritise the needs of and translate these caring for patients, problems before they account for adhering
patients, clients and into specific tasks for clients, or visitors escalate to Trust standards
visitors myself and others and policies
I thank people for their I explain why change
I seek patient or client I check colleagues or good work and is happening in a way I practise and
feedback in order to staff are clear about especially when they that people encourage open and
review the quality of what they have to do go the extra mile understand and direct discussion. I
service and and why they have to encourage them to make sure I am clear
implement change do it I encourage staff and treat change as an and fair and that
colleagues to treat opportunity people know where
I work in partnership I give frequent each other as equal they stand
across departments or constructive feedback but different. I notice I listen to people’s
organisations in order and coach others to when staff are concerns and I regularly review the
to deliver the very help them improve unhappy, stressed or reassure them. I workload/ caseload
best service their performance unwell encourage others to with my team and
overcome challenges allocate resources
I ensure that all safety I monitor and review I admit that I don’t based on needs of
procedures are my performance and know everything. I I acknowledge that patients, clients and
understood, fully the performance of ask for the opinions of change generates a visitors
documented and others to ensure the others when solving range of reactions and
followed highest standards are problems emotions I promote the effective
being achieved and sustainable use
I mentor others to I act with courage and of resources within my
I make sure that my support their I will lead change team
team’s one-to-ones development even if I have fears
and appraisals take and concerns myself I am willing to roll my
place I take opportunities to sleeves up if
bring people together I acknowledge that necessary and do not
I share success to share information difficult situations and ask anyone to do
stories and and best practice and conflict can occur and something I would not
experiences and to build relationships I take action to do myself
encourage others to resolve them
do the same I ensure my service is I support staff to raise
accessible and any concerns and
I work with others to responsive to the make sure they are
widen my team’s diverse needs of followed through
knowledge and skills different client groups appropriately

Values and Behaviours Framework 2 © September 2012 Guy’s and St Thomas’ NHS Foundation Trust
EXPERT / DEPARTMENT MANAGER

Leads at a department/service level through expert knowledge or

managerial role

PUT PATIENTS TAKE PRIDE IN RESPECT OTHERS STRIVE TO BE ACT WITH

FIRST WHAT WE DO THE BEST INTEGRITY
I help staff to see how I am proud to promote I create a working I improve and As a senior staff
their role and the work my service and how it environment where develop our service member, I act as an
of our department can benefit patients people are encouraged and shape the future exemplary role model
contributes to the and clients and supported of the department
overall patient I am fair and
experience I contribute to the I share my own I develop a coherent consistent in order to
Trust’s success by development needs strategy that is generate trust in staff
I encourage staff and translating and learning with understood by staff and colleagues
colleagues to organisational others and actively at all levels
anticipate the needs objectives into look for opportunities I plan, evaluate and
of patients, clients or departmental and to learn from I gather information allocate budgets and
visitors service goals colleagues and staff and use this as an resources to balance
opportunity to learn day-to-day service
I improve the patient, I promote and I talk things through and improve delivery and longer
client or visitor encourage an with people and performance term service
experience by environment of encourage them to improvements
analysing, reviewing continuous learn from successes I prepare and plan
and redesigning development as well as from conflict for the future by I gather facts before
processes and difficult identifying potential making decisions and
I ensure that there are experiences talent and creating don’t rush to make a
I work in creative team development succession plans judgement
partnerships with plans in place and I go out of my way to
other organisations to that I identify ensure that I explain the reasons
develop seamless appropriate resources underrepresented for high level
services and monitor progress groups have access to decisions and
my services strategies that have
I create a safe I spend time with an impact on the
environment by frontline staff to day-to-day work of
allocating the right experience and the service
resources in the right understand the day-
place e.g. equipment, to-day running of my
workforce, technology operational
and training environment
I consistently express
an optimistic and ‘can
do’ attitude and
encourage others to
do the same

Values and Behaviours Framework 3 © September 2012 Guy’s and St Thomas’ NHS Foundation Trust
STRATEGIC LEADER

Leads and directs at Trust level

PUT PATIENTS TAKE PRIDE IN RESPECT STRIVE TO BE ACT WITH

FIRST WHAT WE DO OTHERS THE BEST INTEGRITY
I frequently remind I represent the public I am approachable. I I regularly review I am a model of
staff and colleagues face of the invite conversation, Trust services. I professional conduct
that the Trust’s organisation, promote discussion and direct changes to
business is all about its Values and act as sharing of ideas, ensure that they are I take full
people an ambassador for opinions and working towards and responsibility for my
the Trust and its information across the in line with the Trust's area’s reputation and
I actively build and services Trust goals for the decisions and
develop relationships actions of my staff
to create partnership I listen to patients, I celebrate I address long
with other clients, visitors and achievement and standing issues even I stand up and support
organisations in order staff in order to publicly acknowledge, if this may be my staff and
to promote the health understand the impact inside and outside the controversial colleagues in difficult
of the communities we that our decisions Trust, the success of situations
serve have on them individuals, teams and I motivate my staff
and colleagues by I help the service and
the organisation support staff in
I create opportunities I take calculated risks talking about their
to involve staff, and am willing to try I encourage the ideas, thoughts and navigating through
patients, clients, different approaches development of Trust- aspirations for the complex and novel
visitors and and strategies, even if wide talent and look future situations
community groups in the outcomes are for challenging I am willing to take a
the improvement of unclear opportunities for the I promote learning of
new approaches and stand and challenge
services and service development of staff colleagues for
delivery I seek knowledge inside and outside the techniques
from the national and resources and support
organisation to ensure that service
I distil what is international
important and adapt healthcare system in I lead and sponsor delivery and quality
the requirements from order to advise the Trust-wide education standards are being
the national agenda to Trust on best practice and development met
meet the Trust and its programmes
patients’, clients’ and
visitors’ needs

Values and Behaviours Framework 4 © September 2012 Guy’s and St Thomas’ NHS Foundation Trust