Scenario: Following a request to deliver a Communication skills course within one of the Care Homes at Abbotsford Care Ltd Jacqueline designed and facilitated a be-spoke workshop (for 60 staff) to identify the cause for the lack of communication and establish the way forward for the team to work more cohesively. The workshops included tips and techniques to effective communication and teambuilding. Feedback from the workshops included…
“Good teambuilding exercises, opportunity for all to express their feelings”
Suzanne Docherty, Quality Assurance Manager, Abbotsford Care Ltd, Fife
“I thought the training was excellent and as a group we learned a lot about other people’s roles”
Helen Brewster, Charge Nurse, Abbotsford Care Ltd, Fife
Evaluation meetings were held following the workshops and consultancy provided; the results showed an increase in Care Inspectorate grade, decrease in customer complaints and 91% of staff stated they had seen an improvement in the workplace. Below are some of the highlights and comments received from staff…
- Raised self- awareness “People are making more effort and putting into practice what we learnt” … “I am more aware of how I might be coming across…”
- Review of processes – For example to remind staff the importance of handover between shifts “I pay attention more at handovers whereas before (the workshop) I was rushing to get started,” Introduction of the ‘Information folder’ to help communication flow has been well received and it was mentioned that Care plans are regularly updated.
- Regular meetings held -Staff feel they’re listened to, their ideas are taken on board and they feel involved.
- Team changes was well received- a worker commented that a “change of team has been positive…we are learning to adapt (and) take on a more positive attitude”
- Improved team morale – Feedback showed “… people are more open, they seek clarification if unsure and avoid looking for faults in others. “
- Improved relations between management and staff – With comments like …“They (Management) are more approachable than I thought”… and come across more “engaging, taking an interest, actively listening.”