Since I took charge of the unit, improving the standard of patient care in a healthy working environment has been one of my objectives. To deliver quality care, I focused on staff mentoring and making sure the equipment used for patient care and the stocks are all functioning and available. This has been my daily routine. In unfamiliar cases, we share knowledge and discuss based on evidence-based practice to ensure patients receive the appropriate care needed. I always emphasize adhering to PPGs and CBAHI standards and avoiding shortcuts that could lead to errors. I strongly encourage genuine teamwork among the staff and effective communication. I inculcate in staff the importance of the right attitude and approach towards each other and to patients, visitors, and all the hospital staff with whom they have contact. Staff are always reminded that, irrespective of their knowledge and skills, uncooperative and rude behavior can significantly undermine teamwork.

I work closely with the staff to let them feel valued and simultaneously encourage them to verbalize ideas and suggestions for the betterment of patient care. Modelling attitude is one of the factors that has been demonstrated to staff. This involves utilizing tactful tones when answering phones in order that the message conveyed will be understood clearly by both parties. Confrontation in front of staff is strongly discouraged. Embarrassing a colleague degrades staff value and may cause emotional impact.

Competencies, trainings, and in-services that include new updates have been conducted regularly. Staff are urged to attend such events to gain knowledge that they may apply to their everyday tasks. When electronic documentation (Trak Care) started, concerns were addressed promptly. Staff helped each other and shared their knowledge so that Trak Care documentation would be homogeneous for all. A clear presentation with screenshots has been developed and presented in one of our unit meetings. That increased staff confidence and made them feel supported.

We tried to maintain a just culture, the best we could. Staff are encouraged to report any incidents or unusual occurrences that impact patient care. Staff are often reminded to report on the incident for improvement and not to blame other people.

Staff members are constantly reminded and followed up with. Everyone’s compliance is continuously tracked and observed. Staff are molded to work in accordance with CBAHI standards and PPGs. They were taught not to be OFF whenever one tries to bend their right thoughts and to stand on what is correct in a way that is not offensive to the other party.

Work-life balance is one of the factors that keeps the staff working, though exhausted at times. Annual leaves are tried to be given to staff as they need, as long as it doesn’t compromise staffing. OFF request is given importance because it is the only way for them to unwind from work. Mental health is supported whenever staff have personal / family issues, as discussed. Listening to staff concerns builds trust and earns support.

It was a struggle in the beginning to achieve our goal, but with persistent effort and unwavering hope, a culture of teamwork has been developed in the unit. Communication skills have been improved, and the staff attitude and behavior have noticeably become more acceptable.