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| At the recent launch ceremony we formally announced our new
service culture. It is represented by the newly refreshed vision,
mission and values (VMV). You are probably aware that both this
year's HA Annual Plan and our three-year Strategic Service Plan have
the new VMV on one of the first few pages. I want to talk about
what the new VMV means. |
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| Our vision |
| We are a "Hospital Authority", but our vision is not only to provide
"the best hospital services in the world". Our vision starts with
"healthy people", and that means keeping people out of hospital. |
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| The next part of our vision is to ensure we have "healthy people"
while also having "happy staff". Too often we just ask our staff
to work harder and longer. The management's job is to ensure a
balance between work and life that does not abuse the goodwill of
front-line colleagues. |
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| The third part of our vision is to be trusted by the community. This
means that we must respond to community concerns and anxieties,
even when they are not totally rational or well-founded. It also
means responding to crises professionally and quickly. |
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| To be trusted by the community, we must be honest with them.
Honesty is the foundation of all trust. When honesty is lost, whether
in the family, among friends, or in big organisations, then the
relationship is at risk. We must be open and accountable, having
the courage to admit when we have not done our best. At the same
time we protect our front-line colleagues through the "just culture"
that values learning and continuous improvement, rather than by
trying to lay blame. |
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| Our mission |
| Our role is to help people STAY healthy. The acute intervention is
only part of our job, because most patients have a chronic illness and
need our continuous support. |
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| As "helpers" we have a supporting role; the lead actor is the
patient, not us. At best we are a partner, sometimes giving lifesaving
treatment, but mostly offering the resources people need to
care for themselves: the drugs, the exercises, the information, the
encouragement, the motivation, etc. |
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| In short, our mission is empowering our patients and their families
to care for their own health – this is to genuinely "help people stay
healthy". |
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| Our values |
| "People-centred Care" is the attitude of care with a listening heart.
It is about embracing the patient, even when he or she is demanding
or difficult. |
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| "Professional Service" is about keeping abreast of developments in
your profession, so that you can trust your professional knowledge
and skills. Sometimes this will bring you into conflict with patients
who may expect the impossible. You can only help people if you stick
with your professional judgement. |
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| "Committed Staff" are those who work to their full strength from
the heart, think and act positively, and go the extra mile. |
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| "Teamwork" is about positive relationships between every team
member and approaching different ideas with an open-minded
attitude and showing mutual respect. It means that everyone
has something to offer the team, no matter whoever they are or
whatever their rank is. |
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"People first" philosophy
You may notice that each of the short statements starts with the "people". It reinforces our "people first" philosophy. |
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| We use the word "people" rather than patient, because the word
"patient" tends to imply a dependent or subservient position. We
want the opposite; we want our "patients" to be treated more as
people, responsible for their own health with us as helpers, and
respected as equals in all our dealings. |
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| Our VMV statements are all simple and direct. Please remember
them and discover how you can apply them every day. Let's work
together to make our new service culture as successful as possible! |
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