An independent Guardian Service has given staff at Barking, Havering and Redbridge University Hospitals Trust the opportunity to confidentially raise their concerns.
The service was set up last year by National Patient Champion, Ashley Brooks, as an NHS Change Day pledge in response to the Francis Report to ensure patients are always put first.
The service, which is the first of its kind in the country, has provided support to over 100 members of staff, relating to their work, patient care or safety.
Here, Ashley shares why he set up the service and the benefits it has had for staff and patients.
My name is Ashley Brooks, NHS Patient Champion, and I am very proud of what I have created.
The Guardian Service is a service, a place and a space where any and all NHS staff and volunteers can come to a completely safe, confidential and anonymous environment, to discuss their issues, concerns and fears. Patient safety, staff bullying and harassment, incivility and disrespect, human resource problems, anything and everything have been bought to the attention of The Guardian Service.
The Guardian Service was created out of a need. Staff told me they wanted it. I held focus groups around the country with NHS staff of all grades, banding and levels and interviewed three NHS whistle blowers. I created The Guardian Service because they wanted me to.
And it is a success! It’s a patient-led transformation, a conduit of information, a giver of calm, love, understanding and kindness, a shoulder to lean on and a friend indeed. It is a service that is looked for and trusted, a service that is recommended and commended, an informal process.
Whistle blowing is historically harmful and staff of the NHS are mindful of this. Fear of reprisal, damage to career and loss of job are the most common reasons staff prefer to use The Guardian Service over more formal alternatives. Face to face is the best way to gain trust and delve deeper into situations. Staff can be fearful of email, digital copies, a trail. Old fashion talking, listening and paper are trusted. They own this, they are the courageous ones. Staff feel at ease and conversation sparks in all directions.
The Guardian Service has stopped countless grievance procedures being instigated, stopped staff leaving, stopped patient and staff harm. It works and it works well.
Feedback is always given and an outcome reached for all visits to The Guardian Service. Everyone is an individual and all are treated the same. Either with a huge issue or not. Feedback about The Guardian Service tells of professionalism and, most of all, pleasant surprise.
Barking, Havering and Redbridge University Hospitals Trust are the brave ones. To open their door and to allow The Guardian Service to flourish took organisational bravery. The Guardian Service it is now part of Trust policy: a must have. The question is: is it a must have for you? To foster and promote a real open and honest culture.