And what do HR know about it anyway?

As a HR professional I think the last thing we need is another large set of workers who need to be centrally regulated with all the systems, processes, checking and double checking that takes.

As a Nurse I say, “And what do HR know about it anyway?” and, “well, aren’t HR there to support the business and if the business happens to operate in a highly regulated industry (say, healthcare), then that means getting on and solving the problem.”

So what am I saying? I’m saying I can see both sides of the argument. It’s just that at the core of me is a Nurse that believes that Patients should be at the heart of all we do. If we were, as a society, to truly accept that: then the registration of Health Care Support Workers (HCSWs) is a no brainer. I’ve met both Nurses and HCAs that have been sacked because of what they have done, a Nurse on the register then faces an inevitable (but independent from the (ex) employer) investigation from the Nursing & Midwifery Council and if struck off they can no longer legally work. It is entirely possible for HCSWs to just move on to another Care Home, I’ve seen it happen many times.

So the Code of Conduct and the National Minimum Training Standards for HCSWs published by Skills for Care (click here to view) will certainly help but I’m very keen to see how Employers, the Care Quality Commission and others ensure that all HCSWs across all sectors work to the code and that employers meet the training standards.

I’m just working on the services and packages I can offer employers in setting up policies, processes and training to ensure that they will be and remain compliant with the Code and Training Standards. 

I’ll put a link here as soon as they’re ready.

Thanks for reading my blog, much appreciated, Julian



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With compliments…

I was picking something up at the printers the other day (I’ll leave it to your imagination what the something was, answers on a postcard or maybe, the comments section below)

It got me round to thinking about feedback.

I thrive on feedback or at least I like to think I do, boy, can I hoover up that praise! Social media, twitter especially means that individuals and companies can get it immediately and in amounts never seen before. Just think of Amazon and Starbucks with their tax arrangements or poor old Justin Bieber last week when he turned up a bit late for work. And no, I’m not a fan.

But feedback has to be given in a meaningful and insightful way you say, yeah, I’ve read those articles too. I do wonder what you can learn from really, really honest feedback. Maybe what your colleague said last week (Her view – that you like to dominate office meetings) in the heat of the moment was actually much better feedback for you than the highly considered politicly astute feedback she felt obliged to put in the box on your 360?

So step back a moment, what have people told you recently? What could you learn from it and how could it help you grow? 

There’s a strong opinion now that any NHS Chief Exec who isn’t on Twitter, probably isn’t fit for the job. The old ‘if you can’t stand the heat, get out of the kitchen’ adage.

My twopennyworth to sign off with: embrace all the feedback you get, learn to live with it and make use of it, however it comes to you.

By the way, I’ve just had a new portrait done for the site, what d’ya think?

One of my favourite things in the world is to help people learn and spread their wings, if you want some support with your personal or team development, get in touch with me here

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Who’s being difficult then?

I’ve had an interesting couple of weeks, lots of meeting people and networking with a couple of serendipitous events thrown in…

Anyway, out of one of these discussions with an associate who is a business psychologist has borne a plan. We shall deliver a number of training days around the area (Bath, Newbury, Oxford & Swindon to be specific) this June on the topic of managing difficult people. Or is it managing difficult situations? Or managing difficult conversations? Or is it “let’s get myself the hell out of this and keep myself sane”? I’m guessing you can see where I’m coming from.

Of course it will be a fascinating day. Between us we have been a psychiatric nurse, a police man, a counsellor, a psychologist, a trade union officer, (parents?)… The list could go on. And, through that, we are both highly used to dealing with some very difficult customers but there’s the rub. We’ve also highly likely been judged by others; whether it be a shop assistant, a doctor or a waiter as a difficult customer. And there we were thinking how reasonable we were. Ouch!

So. That’s the point. People can be difficult to work with and when you are at work you need to be able to deal with it. Otherwise you lose customers and you or your staff get stressed. Removing the label of a difficult person is hugely important, we need to break it down in to difficult conversations or situations. What causes people to be difficult? Is it a mismatch between their expectations and what you are able to offer. Is it that you don’t always recognise some of the clues that the person you’re just about to deal with is having a bad day? Once the difficult situation arises, how do you keep your emotional responses in check? It’s important to hang on to the fact that person is a human and the service exists to work with humans. So we’ll debunk the labelling and get people to be people centred and customer focussed.

We’re really positive about this initiative and would love to hear your thoughts, views etc. In the first instance we’ll be aiming the days at people who are in front line customer facing roles within the service sector, GP or Vets receptionists, Healthcare Support Workers, staff who work at front desks for the police service for example. We’re also happy to tailor the day and run it solely for corporate customers reflecting your values and customer service standards. There’ll be an online pre attendance questionnaire so we can understand the needs of our delegates, a real focus on behaviour change so delegates will be able to deal with things differently next time. Places will be strictly limited to twelve delegates to maximise the learning opportunities on the day. To make sure it’s stuck we will also follow up with a telephone call about a week after the event to see how things are going.

If you’re interested in attending, sending a delegate or just want to find out a bit more then, as ever, please feel free to contact me.


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