The Life Rooms Staff Standards

Helping our members feel V.A.L.U.E.D.

VISIBLE

• Encourage positive and open relationships between staff and members by being present in community areas where possible
• Welcome both new and regular members
• Introduce yourself and greet members by name

ACCOUNTABLE

• Uphold teamwork in the spirit of a ‘lateral service’ where the experience of members is prioritised
• When something goes wrong, embrace a ‘Just & Learning Culture’ by looking at ‘what’ was responsible, not ‘who’ was responsible, to promote shared responsibility of the member experience

LEARNING

• Use interactions with members as opportunities to grow the service through learning and new ideas
• Commit to improve and innovate the service, including providing feedback given by members

UNIQUE

• Deliver personalised care
• Understand the diversity of experience from our members and use this to determine their needs and how we can help, by feeling comfortable signposting members within the service (e.g., to Learning, Pathways)
• This requires all staff to have a good understanding of the service and the roles of themselves and their colleagues
• Strive to make The Life Rooms an accessible place for all members

ENVIRONMENT

• Report any wider cleanliness or maintenance issues to the site’s Operational Delivery Manager to keep the environment well-maintained and as safe as possible

DATA

• Explain to members that The Life Rooms is a non-clinical, community-based service and as such we are not able to take responsibility for managing individual risk
• Articulate that we may share safeguarding concerns with appropriate professionals, and we would always endeavour to make those concerned aware that we are doing this
• Understand the Trust’s safeguarding procedures
• Report any information governance breaches or other incidents through the Trust’s incident reporting channels (Radar Healthcare)

Additionally, all Life Rooms staff have a responsibility to engage members to provide feedback in line with their team’s evaluation process. This includes speaking with members around DNAs to increase footfall and mitigate any negative experiences as they arise, where possible.