Angela HopkinsExecutive Director of Nursing &

Midwifery

This is me

North Wales

North Wales

• Beautiful rural surroundings

•The population increases during summer months 4 million day trippers from Northwest locality (2013)

Today's Healthcare

• Caring• Compassion• Competence• Commitment• Confidence• Courage• Communication• Comportment

“Culture - The sticky Middle”

BCUHB Volunteers

Role Models of the past

BCUHB Critical Friends

What is a Critical Friend

“ a trusted person who asks provocative questions provides data to be examined through another lens, offers critiques of another persons work as a friend. A critical friend takes time to fully understand the context of the work presented and the outcomes of that work”.

Source Costa, A & Kallick, B 1993

Critical Friend Credentials

• Trust and respect• Honest constructive feedback• Ability to build relationships quickly• Skilled observer and listener• Provides a different perspective or

view• Retired Healthcare Professional• Availability and support

What's the difference?

Power of Observation

“The most important practical lesson that can be given to nurses is to teach them what to observe: what symptoms indicate improvement; what symptoms indicate the reverse; which are of importance…”.

Florence Nightingale 1866

Three levels

• Act as a reference group - contact via email, post or telephone;

• Act as a reference/advisory group or sounding board for reviewing nursing and midwifery strategies;

• Act as an observer of care or fresh pair of eyes within clinical environments (core team of 8 CF).

The first year

• Getting to know you meetings;• Role development;• Governance arrangements;• PDSA (Plan, Do, Study & Act) with 3 critical

friends accompanying Transforming Care team members completing the monthly ward to board audits:– Observations of care;– Gathering the patient experience;– Feedback to the clinical team.

Critical Friends Versus Public Member role

• Advisory or reference group for specific nursing and midwifery strategic developments;

• Links to the successes of the past;• Maintains local intelligence/knowledge;• Fresh pair of eyes and ears;• NHS Knowledge and ability to give

constructive feedback;• Advocate for BCUHB.

Observations of Care

Thematic Analysis

I feel I am able to give a

balanced and informed

summary of the data…

I feel I still have and give

something back to my

colleagues…

I was heartened by

the pride of the nursing that

came across …despite the challenges

Engaging the public

Interview Panels

World Café

Critical Friend Feedback

Its reassuring so much good work is going on, on this ward …

Gosh how much paperwork and questions the patients are asked

I enjoy the role and I feel I am still contributing to patient care…

BCUHB Role Description

• Evidence of Professional NHS Development; • Able to share views as an individual and or

group settings;• Ability to provide constructive balanced

feedback and not allow personal agendas to influence the role;

• Respect the views of others and treat others with respect;

• Respect for individual and patient confidentiality;

• Approachable, with good communication skills;• Able to demonstrate excellent Leadership Skills.

Resetting our direction

The Future

• Critical Friends and Volunteers will be an integral part of improving;

• Critical Friends hold us to account to deliver high quality care;• Further recruitment.

The NHS

Question for you?

I love my job because …

Thank youDiolch