Following on from our previous blog we discussed the importance of our Springhill values and how these permeate every aspect of our life and work. Increasingly the general public are becoming more aware of the working practices of care facilities and have, quite rightly, a high expectation of the services we offer. As we seek to develop the quality of all our services, we are aware that we, as providers of care, together with those who wish to access our services, we are in a valuable partnership where all are working towards achieving the highest standards of excellence.
Two of our Springhill values state:
- We strive to be honest, transparent, fair and ethical in everything we do
- We learn when things go wrong
Working together in partnership, the above values offer those who wish to access our services the opportunity to explore a care facility which is striving for greater transparency, honestly answering questions and at the same time encouraging all those we encounter to share in assisting us in continuous improvement. At Springhill, we believe that many people can contribute to the process of offering high quality services, and having this honest and open approach enables us to work closely together so that relatives and friends feel they are involved in every aspect of the person’s care as appropriate. This can be very reassuring and maintain a sense of the family continuing their support of the person, even if the person is no longer living in their own home.
The values are always challenging us to ‘put flesh on the bones’ so that we do not simply offer pleasant and reassuring words but make these actual. Being honest and transparent means we are always ready to have a difficult conversation if necessary and we find that family members and friends appreciate an approach which has integrity at its centre.
Rather than a ‘glossy image’ of the facilities we offer, we strive to have fairness as our touchstone and respond, rather than react, to each situation as it is presented.
At Springhill we will never be in a position to say we have achieved everything to the highest standard. Delivering a ‘people focused’ service means we will encounter challenges – but our value based approach enables us to move forward as a team totally focused on continuous improvement with the welcome assistance of all our partners!