ACE Behavioural Standards

Below are the MWL ACE behavioural standards that apply to all staff and colleagues within the Lead Employer remit and highlight the attitudes, communications and experiences to be upheld during your time in employment. 

Please refer to the dropdown menu below to find out more about the ways in which Lead Employer is committed to upholding the ACE Behavioural Standards.

• Attitudes
  • We are all empowered to personally challenge inappropriate behaviours directly, or via escalation through management.

   

  • We must never underestimate the power of a sincere apology.

   

  • We will act professionally with patients/visitors/colleagues and treat them with respect, courtesy and kindness.

   

  • We will show sensitivity to the needs of others, regardless of race, culture, ethnicity, religion, gender, sexual orientation, age or disability.

   

  • We will seek solutions to problems rather than ignoring them, complaining or blaming others.

   

  • If things go wrong, we will deal with it appropriately, seeking advice and accurately report the facts.

   

  • We will ensure our behaviour, attitude and appearance always create a positive image of the trust and ensure we dress appropriately and in accordance with the uniform policy.
• Communication
  • We will readily provide regular explanation and information to patients/carers.

   

  • We will avoid the use of jargon and explain medical terminology as simply as possible.

   

  • We will introduce ourselves appropriately by name and job title/role both in person and on the telephone.

   

  • We will always wear our name badge, so we are easily identifiable.

   

  • We will ask for confirmation that the patient/ visitor/ colleague has understood what we have said by giving them the opportunity to ask us questions. 

   

  • We will not talk over patients, visitors, or colleagues.

   

  • We will not have personal conversations near patients or visitors.

   

  • We will always listen respectfully to other people's views and show we are working as a team.

   

  • We will explain delays in a polite manner and ask the patient or visitor if they are able to wait.
• Experiences
  • We will never share our work problems or personal issues with patients and relatives as it is not conducive to provision of high-quality care.

   

  • We will greet everyone in a welcoming way, even if we are not expecting them, don’t know who they are, or are already occupied.

   

  • We will create a safe, calm, clean and quiet environment and take personal responsibility, to follow up on breakages/malfunctions, ensuring signs are relevant, welcoming, and useful.

   

  • We will not eat or drink in front of patients in clinical areas.

   

  • We will not use the internet or mobile telephones for personal matters in front of patients or relatives. This should be limited to personal time and not during working hours.

   

  • We will not do anything that would bring the reputation of the Trust into disrepute, or cause a loss of confidence in its work.

   

  • We will welcome new employees and students; ensure they have the support they need to learn ther role.

Further Information

For further information on this subject, take a look at the following links that explore and explain these standards in more detail:

• The NHS Constitution for England - The Constitution establishes the principles and values of the NHS in England and explains the principles that guide the NHS
   
• NHS England's 'values based recruitment’ - An approach which attracts and recruits students, trainees and employees on the basis that their individual values and behaviours align with the values of the NHS Constitution