STEPS TO EXCELLENCE ®
in the NHS
Pre-Nursing Experience Pilot for Health Care Assistants
Sustain STEPS to Excellence Evaluation Report ®
Sustain 2014©
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Pre-Nursing Experience Pilot for Health Care Assistants Sustain STEPS速 to Excellence Evaluation Report
Contents Conclusion 4 Summary 5 Background 7 The Sustain STEPS速 course for Health Care Assistants 7 Vision & Aims
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Sustain STEPS速 for HCA Programme Contextualisation Course Delivery Refresh and Evaluation Day Refresh & Evaluation day agenda
9 9 10 11 12
Programme Evaluation 13 Aspirations 13 Comfort Zones 16 Individual HCA Questionnaire Evaluation 17 Evaluation Results 18 Lucy Softley case study
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Pre-Nursing Experience Pilot for Health Care Assistants Sustain STEPS® to Excellence Evaluation Report
Conclusion
Health Education East of England (HEEoE) identified a range of benefits within the HCAs following completion of the pilot courses. This included: •
•
• •
A greater ability to meet and – in many cases – excel against their personal goals in key areas such as carrying out clinical tasks competently and confidently, recognising and challenging poor practice and communicating effectively. The ability to identify a career path suited to them, even if this differed from their original intention of becoming a nurse. Recognising this at an early stage gave the HCAs the chance to adapt their plans before beginning a three-year degree course. Increased self-awareness and resilience, which is allowing the HCAs to stretch their comfort zones and put patients at the centre of the care they deliver. Increased confidence to support, teach and share knowledge with others.
As a result, HEEoE believe the course has demonstrated good value for money while helping equip the next generation of nurses with the confidence and self-belief they need to deliver excellent quality care. The evidence gathered by Sustain supports these conclusions. During evaluations, the HCAs reported that the course had increased their resilience and courage and given them the tools they needed to approach managers and raise ideas or issues. In addition, STEPS provided an insight into how to deal with potentially negative colleagues on the wards, while many said it was helping them to deliver better care by giving them the confidence to tackle difficult situations and stressful relationships. As well as benefits in the workplace, many also gave examples of how the course had benefitted their personal life, such as helping them stay calm when taking their driving test. Coupled with this, Sustain witnessed first-hand the HCAs proactively using the tools and techniques they learnt on the course during an assessment day, when they were asked to deliver a presentation to senior NHS staff. During both their preparation and delivery, they showed an increased confidence and capability which will undoubtedly continue to be of benefit to both the NHS and themselves as they progress through their chosen careers.
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Sustain 2014©
Pre-Nursing Experience Pilot for Health Care Assistants Sustain STEPS® to Excellence Evaluation Report
Summary
•
In response to the Robert Francis inquiry, Health Education England was asked to run and evaluate a Pre-Nursing Experience Pilot, which provided prospective student nurses with 12 months’ experience of frontline care while working as Health Care Assistants (HCAs) in a variety of settings. In the east of England, 43 HCAs were recruited to the programme to work across seven acute trusts.
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A need was identified to support the HCAs to strengthen their self-awareness and develop their resilience, with specific focus on the values and beliefs within the NHS Constitution and delivery of care against the 6Cs.
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A specifically-adapted Sustain STEPS® to Excellence course was commissioned to explore the benefits of incorporating a personal effectiveness and change management component within the PreNursing Experience Pilot.
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The Sustain STEPS® course for HCAs was underpinned by a clear vision and aims: –– Vision - ‘That every Health Care Assistant who completes the course will be better equipped to deliver professional practice in line with the 6 Cs and the values of the NHS Constitution’. –– Aims - that through participation in the Sustain STEPS® course, every attendee will be provided with practical techniques to help them develop: • extra motivation and self-belief to take on the challenges presented to any qualified nurse; • the confidence to deal with change and to reach their full potential; • the ability to improve their working relationships; • greater expectations of success and higher self-efficacy; • an improved ability to set goals and think more effectively; • a better understanding of the impact of their own behaviour and that of others • the confidence to challenge; and • a better understanding and awareness of individual’s strengths and weaknesses.
•
The full Sustain STEPS® for HCAs programme consisted of three discrete elements: –– Contextualisation – the contextualisation and tailoring developed specifically for the Sustain STEPS® for HCAs course related directly to the 6Cs and NHS Constitution values through the reflections, questions and scenarios presented during the individual core modules.
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–– Course delivery – four courses made up of 13 progressive units were delivered across three days to provide HCAs with: • the key tools, knowledge and understanding essential to enhance their performance and awareness of both their selves and others; and • strategies to support them as they develop their thinking, both at a personal level and in their professional practice. –– Refresh and evaluation day - held three months after the completion of the Sustain STEPS® to Excellence courses, this day provided HCAs with the opportunity to: • refresh the key course concepts through the delivery of targeted exercises/discussion; and • reflect on the Sustain STEPS® course and provide a formal evaluation of the impact it has had on their work and personal life. •
Evaluating the course. The evaluation was designed to ascertain the impact individuals felt participation in the Sustain STEPS® course had on: –– The areas identified within the aims of the course. –– Their ability to deliver care in line with the 6Cs.
The responses indicated that: • 70% of the HCAs felt that participation in the Sustain STEPS® course had had a positive impact on all seven of the areas identified. • 80% reported a positive impact on ‘getting along with others’ and ‘taking responsibility for myself’. • 90% said the course had a positive impact on ‘feeling positive about myself’ and ‘goal-setting’ • 80% of the HCAs said that taking part in the Sustain STEPS® course had assisted them in ‘interaction with patients’ and ‘decisions relating to future career’ • 89% reported its value in ‘delivery of your role’ and’ interaction with managers. • 90% said it had a positive impact on their ‘interactions with colleagues’. • 80% of the HCAs reported that participation in the Sustain STEPS® course had assisted them in delivering care in line with the 6Cs. • 90% reported it had been of assistance in the areas of ‘compassion’ and ‘communication’. • 90% of the HCAs felt that the Sustain STEPS® course would be of benefit to both ‘aspiring Nurses’ and ‘future HCAs’ • 86% reporting that it would be of benefit to existing HCAs. • In addition to the above, a more qualitative evaluation has taken place which indicated that the concepts and practical techniques covered during the Sustain STEPS® course had: –– Greatly assisted the HCAs in achieving the aspirations they had identified at the start of their initial Sustain STEPS® courses. –– Assisted the HCAs in expanding their comfort zones and therefore the range of tasks/activities that they felt comfortable with delivering on a daily basis. –– Assisted the HCAs in a range of areas/goals relating to their personal life.
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Pre-Nursing Experience Pilot for Health Care Assistants Sustain STEPS® to Excellence Evaluation Report
Background
In response to the Robert Francis inquiry, Health Education England was asked to run and evaluate a Pre-Nursing Experience Pilot, a programme through which prospective student nurses will, in the role of Health Care Assistants (HCA) be provided with experience of frontline care while working as Health Care Assistants (HCAs) in a variety of settings over a twelve month period. It was expected that the programme would underpin and promote the values and behaviours needed to work in the NHS which in turn are expected to further improve the quality and safety of patient care. As one of the six national pilot sites, Health Education East of England recognised the challenges HCAs would be presented with during their participation in the pilot and into their future nursing careers. A need was identified to support the 43 HCAs in the region’s seven participating Trusts to strengthen their self-awareness and develop their resilience, with specific focus and emphasis on the values and beliefs within the NHS Constitution and delivery of care against the 6Cs. A Sustain STEPS® to Excellence course specifically adapted to the requirements of the HCAs was commissioned to explore the benefits of incorporating a personal effectiveness and change management component within the Pre-Nursing Experience Pilot.
The Sustain STEPS® course for Health Care Assistants The Sustain STEPS® course is an effective, economical three-day course tailored to meet the needs of the NHS and specific professions or staff cohorts. As the adaptation used during the pilot focussed on the needs of the pre-nursing cohort, it was developed and delivered by experienced nursing professionals. Sustain STEPS® to Excellence has been developed as a result of The Pacific Institute’s® research in the field of cognitive psychology. The core principle of the course is that each person has an unlimited capacity for growth and creativity, and can adapt readily to change. Through participating in a Sustain STEPS® course, individuals find that self-imposed barriers to happiness, success and fulfilment disappear once they get a clear picture of themselves, their environment, habits, attitudes and potential goals. Latest scientific research is continually monitored and integrated into the course and adapted for the benefit of organisations, as well as individuals, who are expected to adjust to rapidly changing social, economic and technological landscapes.
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Pre-Nursing Experience Pilot for Health Care Assistants Sustain STEPS® to Excellence Evaluation Report
Vision & Aims
The clear vision for the Sustain STEPS® course for HCAs was: ‘That every Health Care Assistant who completes the course will be better equipped to deliver professional practice in line with the 6Cs and the values of the NHS Constitution’. The aims of the course were to provide every attendee with practical techniques to help them develop: 1. 2. 3. 4. 5. 6. 7. 8.
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Extra motivation and self-belief to take on the challenges presented to any qualified Nurse. The confidence to deal with change and to reach their full potential. The ability to improve their working relationships. Greater expectations of success and higher self-efficacy. An improved ability to set goals and think more effectively. A better understanding of the impact of their own behaviour and that of others. The confidence to challenge. A better understanding and awareness of their own strengths and weaknesses.
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Pre-Nursing Experience Pilot for Health Care Assistants Sustain STEPS® to Excellence Evaluation Report
Sustain Steps for HCA Programme ®
The full Sustain STEPS® for HCA programme consisted of three discrete elements, as detailed below.
Contextualisation
Extra motivation and self-belief to take on the challenges presented to any qualified nurse.
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The confidence to deal with change and to reach their full potential.
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Everyone counts
Working together
Improving lives
Courage Commitment / quality of care Respect & dignity
Communication
Competence
Care
The diagram below demonstrates how the aims of the Sustain STEPS® course were emphasised and mapped to the specific elements of the 6Cs and values within the NHS Constitution.
Compassion
In order to meet the specific needs of the Pre-Nursing Experience Pilot, the Sustain STEPS® for HCAs course was contextualised to directly relate to the 6Cs and NHS Constitution values through the reflections, questions and scenarios presented during the individual core modules.
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The ability to improve their working relationships.
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Greater expectations of success and higher self-efficacy.
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An improved ability to set goals and think more effectively.
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A better understanding of the impact of their own behaviour and that of others.
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The confidence to challenge.
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A better understanding and awareness of individual’s strengths and weaknesses.
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Pre-Nursing Experience Pilot for Health Care Assistants Sustain STEPS® to Excellence Evaluation Report
Course Delivery In order to accommodate the geographical location of all 43 delegates and to ensure appropriate numbers on each course, four courses were delivered. By the time the courses began, one HCA had commenced nurse training and three HCAs had left the pilot after deciding a career in nursing was not for them. The table below shows the dates, organisations and number of delegates for each course. Number of HCAs
Date
Trusts
6 – 8 January 2014
Norfolk Community Health & Care NHS Trust Queen Elizabeth Hospital Kings Lynn NHS Trust
2 6
14 – 16 January 2014
Norfolk and Norwich University Hospitals NHS Foundation Trust James Paget University Hospitals NHS Foundation Trust
10 3
21 – 23 January 2014
Cambridge University Hospital NHS Foundation Trust
6
29 – 31 January 2014
Ipswich Hospital NHS Trust West Suffolk NHS Foundation Trust
4 8
Total
39
During the three day course, the HCAs worked through 13 progressive units (see below) through which they were provided with: • The key tools, knowledge and understanding essential to enhance their performance and awareness of both self and others. • Strategies that will support the individual to develop their thinking both at a personal level and in their professional practice. In addition to the theory element and personal reflection within each unit, specific time was allocated to identify and discuss real life scenarios which highlighted the challenges facing nursing and the NHS. HCAs were provided with the opportunity for reflection and application of the key concepts relating to these issues and areas for both their personal and professional life. Day 1
Topic
Introductions and warm up
Setting the scene and onwards!
Unit 1
What are we leaving out? Develops the concept of scotomas ( blind spots) and looks at how we can increase our abilities to see new opportunities
Unit 2
What is the truth? Discusses the impact that our current beliefs have on our ability to take on new challenges and opportunities
Unit 3
Believing is seeing! Looks at how our mind works when we “lock on “ to something and “lock out” other possibilities, and introduces the concept of cognitive dissonance
Unit 4
How our mind works? Builds an understanding of how our mind works so we can use our potential to make changes
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Day 2
Topic
Recap of day 1
Review of previous topics and learning
Unit 5
Who do you listen to? Develops the concept of “self-talk” and its potential impact on our ability to make things happen
Unit 6
The importance of self esteem Looks at the impact which low self-esteem can have on us as individuals (including our clients) and techniques for improvement
Unit 7
What do you think about? Links to how our mind works and introduces techniques which enable us to develop and deliver challenging goals
Unit 8
Comfort zones Understanding what can hold us back from achievement and how we can approach changing it
Day 3
Topic
Recap of day 2
Review of previous topics and learning
Unit 9
Motivation is an inside job Understanding the “have to’s” and “want to’s” approach to motivation and recognising the unconscious reactions which people may have.
Unit 10
Understanding change Introduces Gestalt and how we can use this to deliver the energy for change.
Unit 11
Set goals and create your future Uses our understanding of how the mind works and introduces the concept of goal setting by intent and its impact.
Unit 12
Affirmations - making it happen A practical session which begins to develop the key skills of writing goals by intent and a structured process to capitalise on their power.
Unit 13
Be your own sculptor Shows how everything the course has covered could link into the way we view people and ourselves and the impact this can have
Refresh and Evaluation Day As part of the overall programme design, it was agreed that a refresh and evaluation day would be held three months after the completion of the Sustain STEPS® courses. This day would give HCAs the opportunity to: • •
Refresh the key course concepts through the delivery of targeted exercises/discussion. Reflect on and evaluate the impact of the Sustain STEPS® course and provide a formal evaluation of the impact it has had on their work and personal life.
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To facilitate this reflection and provide a link between the initial courses and the refresh and evaluation day, two specific exercises were undertaken as part of the initial courses. These were: •
•
Start of day 1- Identification of the HCAs aspirations for both the pilot and the Sustain STEPS® course. The HCAs were asked to produce a poster identifying their aspirations for both the pilot and the Sustain STEPS® course. Unit 8 - What are you being asked to do within your current role that is taking you out of your comfort zone?
Within the agenda for the day (see below) HCAs were given time to reflect back on the exercises they undertook during the Sustain STEPS® course and evaluate what has changed for them and the impact the Sustain STEPS® concepts had on this change. In addition, a number of short exercises/discussions took place to revisit some of the key concepts covered with in the Sustain STEPS® courses.
Refresh & Evaluation day agenda 09.30
Welcome and introductions
09.40
Unit 13 – ‘A recap’
09.55
So what were your aspirations? Work in original groups to review the posters created on start of day 1 Sustain STEPS® course Record comments and feedback
10.30
Refresher – SELF TALK
11.15
Break
11.30
So what’s changed? Small group work - participants to reflect on what has changed for them Capture some of the stories
12.15
Lunch
12.45
Refresher – COMFORT ZONES
13.30
So how have your comfort zones changed? Small group work – participants to reflect on what has changed for them and why Use flipcharts from Sustain STEPS® courses Capture the stories
14.15
Break
14.30
Refresher – AFFIRMATIONS
15.15
So what have you achieved? Small group work - participants to reflect on how they have used the affirmation process and what has changed for them Capture the stories
16.10
Evaluation
16.25
Closing remarks
16.30
Finish
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Programme Evaluation
Initial feedback, completed by the 39 HCAs at the end of each course, demonstrated the same levels of positivity and enthusiasm as found with all Sustain STEPS® courses. However, in relation to this programme we were keen to ascertain the longer term impact and benefits to the individual and the delivery of care to patients. This was undertaken during the planned refresh and evaluation day which was attended by 29 of the original 39 delegates. The feedback received from the delegates is detailed below:
Aspirations As identified above, at the start of each course HCAs were asked to produce a poster identifying their aspirations for both the pilot and the Sustain STEPS® course. After all of the courses were completed, these aspirations were mapped against the eight aims of the Sustain STEPS® course (page 3). At the start of the refresh and evaluation day, HCAs were asked to revisit this work and identify: • •
which of the aspirations identified had participation in the Sustain STEPS® course assisted in achieving in the three months following completion of the course which aspirations had not been achieved and were still ongoing.
The tables overleaf show the result of this aspiration mapping exercise.
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1 - Extra motivation and self-belief to take on the challenges presented to any qualified nurse. Feedback at refresh and evaluation day (three months post course completion) Initial course aspirations
Achieved at three months
Gain life experience - eye opener
Wider experience gained in role
Gain job experience
Job experience Experience of health care system Experience of working on a ward Increased motivation Better understanding of role of a nurse Better understanding of other role
Gain an understanding of the role of a nurse Gain an understanding of different roles in the healthcare setting To become competent Understand and manage paperwork Improve time management and prioritisation skills
Feel competent Manage paperwork confidently More efficient, better time management and prioritisation Improved organisational skills
2 - The confidence to deal with change and to reach their full potential Feedback at refresh and evaluation day (three months post course completion) Initial course aspirations
Achieved at three months
Get out of my comfort zone
Gained knowledge and stretched comfort zone
Learn new skills
Improved clinical and practical skills
Talking to patients and relatives
Improved communication skills
To understand patient’s needs
Able to plan patient care and make decisions
Gain a better understanding of the 6Cs
Good understanding of 6Cs in practice
Improve patient care and build on 6Cs
Increased confidence and learnt how to care for people in accordance with 6Cs
3 - The ability to improve their working relationships Feedback at refresh and evaluation day (three months post course completion) Initial course aspirations
Achieved at three months
Become part of a team Be valued Learn from others
Feel part of a team Feel valued Able to ask for help with confidence Understanding different approaches
Confidence to speak to managers and other members of multidisciplinary team
Improved communication skills
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4 - Greater expectations of success and higher self-efficacy Feedback at refresh and evaluation day (three months post course completion) Initial course aspirations
Achieved at three months
Achieve my ambitions
Fulfilled ambitions
To gain confidence and believe in my own abilities
Increased confidence and self-belief Able to help others e.g. students, new HCAs
Gain a sense of achievement and reach my goals
Sense of achievement
Preparation for degree
Well prepared for nursing degree
Gain knowledge and qualifications (level two diploma)
Have good references Increased knowledge and skills
5 - An improved ability to set goals and think more effectively Feedback at refresh and evaluation day (three months post course completion) Initial course aspirations
Achieved at 3 months
Future career in health care
Career choice confirmed
Confirm career choice and become aware of options other than nursing
Decided to remain an HCA
Help to gain a place on a nursing programme
Gained a place for adult nursing or other degree (midwifery, child branch, social work) Improved organisational skills
6 - A better understanding of the impact of their own behaviour and that of others Feedback at refresh and evaluation day (three months post course completion) Initial course aspirations
Achieved at three months
Understand myself better
Increased self-awareness More open minded Reflective skills Improved self esteem More inspired Personal growth and development More patient now Able to remain positive and focused
Meet others and make new friends Make connections with others Use my initiative
New friendships established New connections established Using initiative and taking the lead
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7 - The confidence to challenge Feedback at refresh and evaluation day (three months post course completion) Initial course aspirations Confidence to deal with difficult situations
Bring new ideas into the NHS
Achieved at three months Able to manage difficult situations Able to adapt to new situations, circumstances, events more easily Able to challenge others about poor practice Practice changes implemented
8 - A better understanding and awareness of individual’s strengths and weaknesses Feedback at refresh and evaluation day (three months post course completion) Initial course aspirations Understand what is expected of me Am I suitable for the role of a nurse? To enjoy myself and be excited by the future
Achieved at three months Understand my role well now Decided to become midwife, social worker, HCA Enjoy work and looking forward to next step
It was clear from the feedback that the concepts and practical techniques covered during the initial Sustain STEPS® course had greatly assisted the HCAs in achieving the aspirations they had identified at the start of their initial Sustain STEPS® courses. Interestingly, the only aspirations which were identified as ongoing following completion of the course were ones which were either an active choice (“waiting a further year to decide”, “undertaking further qualifications to gain a nursing place”) or could only be achieved over a longer period of time (“gain experience in other ward areas” and “gain more knowledge of different conditions”).
Comfort Zones During the Sustain STEPS® course, the HCAs were asked to identify and record what they were being asked to do within their current role that is taking them out of their comfort zone. They reviewed their answers during the refresh and evaluation day to identify which areas they felt had been influenced by the Sustain STEPS® course and were now within their comfort zone, and which remained outside their comfort zone with ongoing work required. Interestingly, a large number of the HCAs had either forgotten or were surprised by the areas they had identified previously, and now undertake these as part of their daily work without concern. The only exceptions were areas which were not within the sphere of influence of the Sustain STEPS® course or the individual HCA, and were totally dependent on the employing Trust.
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Feedback at refresh and evaluation day (three months post course completion) Initial areas outside the HCAs’ comfort zone
Achieved at three months
Clinical and practical skills Observations, catheter care, removing cannula, tracheotomy care, stoma care, dressings, personal hygiene and toileting, feeding, using equipment, setting up oxygen/nebulisers, using the hoist and standing aids, moving and handling etc.
Competent in most skills and confident to ask for help
Intimate care
Confident to deliver intimate care
Emergency bell Emergency situations
Able to deal with emergency situations with confidence, not afraid
Dealing with angry, rude or aggressive patients and relatives
Gained more experience and feel more able to manage these situations
Caring for very ill patients, palliative care and last offices
More confident, understand patients’ needs, less afraid, able to give appropriate care
Dealing with dementia
Most Trusts have provided in-house training and confidence has grown
Challenging and/ or reporting poor practice e.g. use of slide sheets, patient treatment
Able to do this on most occasions, have learnt ways to address without conflict. More confident at putting the patient at the centre and have the courage to do the right thing.
Standing up for myself
More confidence in own abilities and knowledge makes it easier to do this
Ability to say no when asked to do something out of sphere of skills and knowledge
Able to say no and seek help
Answering the telephone and answering patient/ relatives questions
Answer the telephone confidently now and able to recognise when not able to fully answer queries and seek support to do so
Prioritise work
More used to workload and can prioritise more effectively
Able to speak to patients and relatives, Doctors, managers and other team members
Confident to communicate with people now
Dealing with unpleasant sights and smells
Don’t like these but getting used to it
Moving to another area or transferring patients to another area
More confident than before
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Individual HCA Questionnaire Evaluation In addition to this reflective work, HCAs were asked to complete a short evaluation at the end of the refresh and evaluation day. This was designed to ascertain the impact individuals felt participation in the Sustain STEPS® course had on: • •
the areas identified within the aims of the course (page 3) their ability to deliver care in line with the 6Cs.
Evaluation Results Question 1 Sustain STEPS® has been of use to me in the following areas of my life ?
Yes
No
Feeling positive about myself Raising my confidence levels Expanding my comfort zones Controlling my anxiety levels and stress Goal-setting Getting along with others Taking responsibility for myself 20%
• • •
18
40%
60%
80%
100%
Overall 70% of the HCAs felt that participation in the Sustain STEPS® course had had a positive impact on all seven of the areas identified. Over 80% reported a positive impact on ‘getting along with others’ and ‘taking responsibility for myself’. In two areas - ‘feeling positive about myself’ and ‘goal-setting’ - over 90% said the course had a positive impact.
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Question 2 To what degree has participation in the Sustain STEPS® course assisted you in: • • • • •
delivery of your role your interaction with patients your interaction with colleagues your interaction with managers decisions relating to your future career
Yes
No
Delivery of your role Your interaction with patients Your interaction with colleagues Your interaction with managers Decisions relating to your future career 20%
• • •
40%
60%
80%
100%
Over 80% of the HCAs said the Sustain STEPS® course had helped them in ‘interaction with patients’ and ‘decisions relating to future career’ 89% reported its value in ’delivery of your role’ and ‘interaction with managers’. Over 90% reporting its value in ‘interactions with colleagues’.
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Question 3 To what degree has participation in the Sustain STEPS® course assisted you in the delivery of care in line with the 6Cs?
Yes
No
Care Compassion Courage Commitment Communication Competence 20% • •
40%
60%
80%
100%
80% of the HCAs reported the Sustain STEPS® course had assisted them in delivering care in line with the 6Cs. Over 90% said it had been of assistance in the areas of ‘compassion’ and ‘communication’.
Question 4 Do you feel Sustain STEPS® would be of benefit to? • • •
aspiring Nurses future HCAs existing HCAs
Yes
No
Delivery of your role Your interaction with patients Your interaction with colleagues Your interaction with managers Aspiring Nurses
Future HCAs
Existing HCAs
• to 90% of the HCAs Decisions relating your future career felt that the Sustain STEPS® course would benefit both ‘aspiring Nurses’ and ‘future HCAs’, while 86% felt it would benefit existing HCAs. 20% 40% 60% 80% 100%
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Demonstrate how your interactions have changed since undertaking the Sustain STEPS速 course
I now have confidence to approach colleagues and ask for help
I am a lot more confident and the course helped me interact more with people rather than shying away
I feel confident to confront colleagues about issues in the right manner
Health Care Assistants
I am able to speak to patients more comfortably
Demonstrate something particularly significant achieved in your personal life as a result of your participation in the Sustain STEPS速 Course
I feel more positive about how well I work on the ward, which has improved delivery of my role
I passed my driving test first time because I believed I would and had visualised it beforehand
Health Care Assistants
I passed my driving test using what I learnt to motivate me Sustain 2014息
I feel able to stand up for myself patients when disagree with others
I gained the confidence to leave home
I have an improved relationship with my sister
It made me more comfortable with my interactions with people
I know I can achieve whatever I want to
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Demonstrate something particularly significant achieved in your work life as a result of your participation in the Sustain STEPSÂŽ course
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I received a Trust achievement award and got into university
I got into university
Health Care Assistants
I am not anxious about approaching managers, relatives and patients whereas I was before
I have more confidence in my abilities within my role
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I think positively about a shift if I am on with people that may make it more difficult
When it comes to dealing with challenging situations I use self-talk and tell myself I CAN do it
Helped me make the right career choice for me
Sustain 2014Š
Pre-Nursing Experience Pilot for Health Care Assistants Sustain STEPS® to Excellence Evaluation Report
Lucy Softley case study A healthcare assistant who previously “wouldn’t say boo to a goose” has praised a personal effectiveness course which gave her the confidence to deliver a presentation to a room of 200 people. Lucy Softley was offered a place on the pre-nursing experience pilot with Norfolk Community Health and Care NHS Trust (NCH&C) last October after originally applying for an apprenticeship. Since then, she has overcome shyness and grown hugely in confidence, which she says is a direct result of the Sustain STEPS® to Excellence course. Lucy, 24, joined the NHS after working as a deputy manager in a stationary shop, having initially been reluctant to apply after fearing she didn’t have the necessary qualifications. She now works in a specialist rehabilitation unit for patients with brain injuries and, since completing the Sustain STEPS® course in January, has taken the plunge and applied for a place on a nursing degree. “Confidence has always been my issue, and I’ve always found it difficult to talk to people, and especially large groups,” said Lucy, who lives in Norwich. “But the Sustain STEPS® course has really helped with that”. “On the first day of the course, the facilitators explained what we would be able to do by the end, and I just didn’t believe it as I thought I’d never be able to achieve those things”. “But a few months later, I attended both national and regional launches for the pre-nursing experience pilot, and was able to get up in front of a room of 200 people and use the skills I had learnt during Sustain STEPS® to give my presentation. “I could never have done that without the course.” Lucy is using her new-found confidence in both her work and private life, while also making the most of the techniques she has learnt to advise others. “Outside of work, people have commented on how much I have changed,” she added. “I wouldn’t say boo to a goose before, but now will speak up if I don’t like something, or think something is wrong.” “My confidence in my own abilities has also increased, and I feel much more able to talk to patients and colleagues. I’ve also used the techniques I learnt during my Sustain STEPS® course to help a friend prepare for an interview, by giving her examples of what I have done and encouraging her to try the techniques for herself.” “I really enjoyed the course and would recommend it to anyone, and feel it has helped make me much better at my job.” “I’ve now put in my UCAS application and hope to get a place on an adult nursing course at the University of East Anglia while continuing to work as a HCA so that I can keep my practical skills updated and my foot in the door.”
Sustain 2014©
www.sustain-improvement.com 23
STEPS TO EXCELLENCE 速
in the NHS