CPD an emotional rollercoaster

Save this PDF as:
 WORD  PNG  TXT  JPG

Size: px
Start display at page:

Download "CPD an emotional rollercoaster"

Transcription

1 CPD an emotional rollercoaster Aims: To raise awareness of the emotional aspects of change management (which are often ignored) and to introduce Fisher s transition curve to describe how mandatory CPD can trigger these emotions Learning outcomes: By the end of this session participants should be able to: - list the emotions commonly experienced as a result of change and identify how mandatory CPD can trigger these emotions - describe Fisher s transition curve and how this can be used to facilitate and support the emotional side of change Process of personal change The introduction of mandatory CPD is a cultural change for pharmacy. What do we mean by change? David Nadler says that: Change is persuading massive numbers of people to stop what they have been doing and start doing something that they probably don t want to do. There are two sides to change: The hard science: Systems, procedures, structures, strategy The fluffy bunny stuff: Culture, behaviours, emotions, values and people As scientists we have a tendency to forget the emotions triggered by change! John Fisher's transition curve - the stages of personal transition John Fisher's model of personal change - The Transition Curve (see page 2) - is an excellent analysis of how individuals deal with personal change and the emotions involved. This model is an extremely useful reference for individuals dealing with personal change and for managers and organizations helping staff to deal with personal change. We also believe the model will be useful for CPD Facilitators helping people to make the change and meet mandatory CPD requirements. 1

2 2

3 The emotions experienced during the transition curve are as follows: Anxiety: The awareness that events lie outside one's understanding or control. Individuals are unable to adequately picture the future. They do not have enough information to allow them to anticipate behaving in a different way. Happiness The happiness phase may be (almost) passed through without knowing. In this phase it is the "Thank Goodness, something is happening at last!" feeling coupled with the knowledge that we may be able to have an impact, or take control, of our destiny and that if we are lucky/involved/contribute things can only get better. In this phase we generally expect the best and anticipate a bright future. One of the dangers in this phase is that we believe we will get more from the change than is actually the case. If unrealistic expectations are not managed the individual can become alienated. Fear & Threat It can be difficult to separate these two stages. People are unsure as to how they will be able to act/react in what is, potentially, a totally new and alien environment - one where the "old rules" no longer apply and there are no "new" ones established as yet. Guilt Recognition of the inappropriateness of their actions and the implications for them as people can cause guilt as they realise the impact of their behaviour. Depression This phase is characterised by a general lack of motivation and confusion. Individuals are uncertain as to what the future holds and how they can fit into the future "world". They appear to be adrift with no clear vision of how to operate. Disillusionment The awareness that your values, beliefs and goals are incompatible with those of the organization, In the case of CPD this would be the General Pharmaceutical Council (GPhC). The individual becomes unmotivated, unfocused and increasingly dissatisfied and gradually withdraws e.g. by just "going through the motions", doing the bare minimum and actively undermining the change by criticising and complaining. Hostility Individuals continue to operate processes that have repeatedly failed to achieve a successful outcome and are no longer part of the new process. The new processes 3

4 are ignored at best and actively undermined at worst. The hostile individual wants the change to fail. Denial Denial is a conscious or unconscious refusal to accept facts, information, reality, etc., relating to the situation concerned. It's a defense mechanism and perfectly natural. Change; what change? People keep acting as if the change has not happened, using old practices and processes and ignoring evidence or information contrary to their belief systems. How does the transition take place? Much of the transition is done subconsciously. It may not be initially noticeable and only becomes clear if we look back and reflect on our situation. If we recognise where we are in the process, our reaction will depend on our personal style of interacting with our environment and how 'proactive' we feel we can be at seeking out support. Obviously should we feel disempowered this may well cause us to descend further down the slide into a deeper depression; reinforced by our perceived helplessness and all the implications associated with that. There have been a number of changes in the journey towards mandatory CPD which may have triggered a number of different emotions. (See diagram on page 6) 1. The early days of CPD: = Most likely to be associated with anxiety and happiness Pharmacy in a New Age (PIANA) consultation Most Pharmacists favoured CPD but opinion was divided on whether it should be made mandatory HSC (Health Services Circular) - A first class service: quality in the new NHS. This HSC described the following: The Government will help ensure national quality standards are applied consistently within local practice through a system of clinical governance; through extended lifelong learning to ensure NHS staff are equipped to deliver change and are given the opportunity to maintain and develop their skills and expertise HSC CPD - Quality in the new NHS This HSC made the following main points: CPD should be focused on the needs of patients and should help individuals and teams deliver the health outcomes and healthcare priorities of the NHS, as set out in national service frameworks and local health improvement programmes. CPD should be a partnership between the individual and the organisation, its focus should be the delivery of high quality NHS services as well as meeting individual career aspirations and learning needs. 4

5 Royal Pharmaceutical Society of Great Britain (RPSGB) Consultation on mandatory CPD proposals = most likely to be associated with fear and threat as this was when it became apparent that CPD wasn t just going to be voluntary CPD became a professional requirement Pharmacists and registered pharmacy technicians have to sign an annual declaration to engage in CPD = most likely to be associated with guilt those who have signed but are not recording their CPD 4. Autumn The Foster review regulation of non-medical professionals: Suggested that the RPSGB split its professional leadership and regulatory functions 5. February 2007 Pharmacists and Pharmacy Technicians Order 2006 (Section 60) This piece of legislation gave the RPSGB the legal power to make CPD statutory and publish CPD rules. Almost as soon as Section 60 was passed there was a realisation that the RPSGB will soon Rest in Peace! (See c6 & 7 below) 6. February 2007 White paper on: Regulation of Health Professionals in the 21st Century: This paper outlined plans to split the dual professional and regulatory roles of the RPSGB and set up a new regulatory body for pharmacy called the General Pharmaceutical Council (GPhC). 7. May 2007 The Carter Report on professional regulation and leadership in pharmacy: This report outlined the plans for the formation of the new pharmacy regulator, the GPhC. The Department of Health delayed making CPD a statutory requirement until the GPhC was formed and this led people to question whether statutory CPD would ever happen. 4 7 arrived with a bang! Emotions may have been all over the place but most likely to be associated with denial The RPSGB introduced CPD Standards as part of the code of ethics in March and started to call in registrants CPD for review in June. Many registrants experienced guilt if they were not meeting CPD standards; many of those who had not been asked to submit their CPD were in denial. 9. September The GPhC became the new regulator for Pharmacy and CPD became a statutory requirement. 5

6 6

7 How do we recognize what phases we are in? Part of the problem is that we do not recognise which element of the curve we may be in. One of the goals of the CPD Facilitator is to help make the transition as effective and painless as possible. By providing education, information, support, etc. we can help people transition through the curve and emerge on the other side. Three important rules: When change occurs there are three important rules to remember: 1. People are different 2. People are different 3. People are different Also each person will experience transition through the curve at slightly different speeds. The speed of transition will depend on the individual's self perception, beliefs, values, cultures and other past experiences, and of which combine to create their anticipation of future events. Everyone reacts in their unique way Some embrace change Others accept it Some will reject it Work on the 20:60:20 ratio (wild assumption but great starting place) 20% = supportive and positive 60% sit on the fence and will need influencing 20% will be negative Don t spend your time with the negative 20% - they will sap time and energy from you! Kurt Lewin describes change as a process of: Unfreezing giving up the old way of doing something Changing making the change Refreezing making the change stick so it becomes the way of doing things One of the problems with change is that it happens so fast that the refreezing stage often doesn t happen because a new change comes along! It could be argued that this is the case for mandatory CPD e.g. we have been talking about the big change mandatory CPD but there are also a number of changes along the way, all of which could trigger any of the emotions previously discussed. For example: A lot of Pharmacy staff got to the gradual acceptance stage and were regularly recording their CPD starting at either reflection or action. Then in late 7

8 2007 the RPSGB introduced the option of starting to record CPD at all 4 stages of the cycle. This triggered a number of different emotions for different people. For some it took them right back to the anxiety stage i.e.: - I don t know what is expected of me? - I don t know how to record CPD starting at planning and evaluation - I don t know if I m starting my CPD at the correct stage of the cycle Other people may have felt depression - Yet another way of recording CPD that I need to learn Or disillusionment : - I don t understand the theoretical basis on which you can start to record CPD at all 4 stages - What a load of nonsense! What will the RPSGB think of next Going back to our three important rules to remember when change occurs: 1. People are different 2. People are different 3. People are different Different people will experience different emotions to the same event. Also different people will have a different focus e.g. some will focus emotionally on the big picture e.g. mandatory CPD whilst others will focus on the finer detail e.g. a change in recording system. A piece of advice once you get to gradual acceptance try and focus on the big picture to try and avoid getting back on the emotional rollercoaster again! Fisher proposed the transition model as a linear transition. This is probably true if you focus on the big picture. However if you focus on the finer detail (smaller changes) the chances are it will feel as if you are jumping backwards and forwards with your emotions. However as previously mentioned the much of the transition is done subconsciously. Therefore it is far more likely that whenever another smaller change occurs on the journey towards mandatory CPD that you are starting another transition curve. In summary: Increased awareness of the emotional aspects of change can help CPD Facilitators to: recognise that it is OK to feel a range of emotions and that this is perfectly normal recognise that people react differently to change in terms of emotions get some of the emotional aspects about CPD into the open, e.g. it seems to be acceptable to complain about the RPSGB and plan & record but it also seems to be taboo to discuss an emotional response to CPD 8

9 Fisher s Transition curve provides a framework that CPD Facilitators can utilise to help discuss emotional aspects of CPD with those who they facilitate References: J.M. Fisher (2003) Process of Transition and Transition curve 9

Minor Ailments Services Pharmacy Technicians a leading role. Module 1: Introduction to Minor Ailments Services

Minor Ailments Services Pharmacy Technicians a leading role. Module 1: Introduction to Minor Ailments Services Minor Ailments Services Pharmacy Technicians a leading role Module 1: Introduction to Minor Ailments Services This is the first in the series of five modules that make up the CPPE open learning programme

More information

INDIVIDUAL CHANGE Learning and the process of change in what ways can models of

INDIVIDUAL CHANGE Learning and the process of change in what ways can models of INDIVIDUAL CHANGE Learning and the process of change in what ways can models of learning help us understand individual change? The behavioural approach to change how can we change people s behaviour? The

More information

Change Management Overview

Change Management Overview Leadership & Strategy» Leading Change» Strategic Change» Change Management Overview Change Management Overview Change is one of the few constants. Technology, civilisations and organisations continually

More information

Code of Conduct. Property of UKAPA 20/11/2009 1

Code of Conduct. Property of UKAPA 20/11/2009 1 Code of Conduct A Physician Assistant (now associate) (PA) is defined as someone who is: a new healthcare professional who, while not a doctor, works to the medical model, with the attitudes, skills and

More information

Transition to Community Nursing Practice

Transition to Community Nursing Practice Transition to Community Nursing Practice Contents Section A - Thinking about working in the community Chapter 1 - What is community nursing Chapter 2 - Making the transition Section B - Working in the

More information

13. Identifying stakeholders and their 1relevance

13. Identifying stakeholders and their 1relevance 13. Identifying stakeholders and their 1relevance All successful public relations work is built on the foundation of good working relationships. These relationships foster trust and open communication,

More information

WHO GLOBAL COMPETENCY MODEL

WHO GLOBAL COMPETENCY MODEL 1. Core Competencies WHO GLOBAL COMPETENCY MODEL 1) COMMUNICATING IN A CREDIBLE AND EFFECTIVE WAY Definition: Expresses oneself clearly in conversations and interactions with others; listens actively.

More information

Review of concerns and complaints handling within NHS Wales submission from the General Pharmaceutical Council

Review of concerns and complaints handling within NHS Wales submission from the General Pharmaceutical Council Review of concerns and complaints handling within NHS Wales submission from the General Pharmaceutical Council Executive summary 1. The General Pharmaceutical Council (GPhC) is the regulator for pharmacists,

More information

Arrangements for: NC Pharmacy Services. at SCQF level 6. Group Award Code: GA6P 46. Validation date: May 2010

Arrangements for: NC Pharmacy Services. at SCQF level 6. Group Award Code: GA6P 46. Validation date: May 2010 Arrangements for: NC Pharmacy Services at SCQF level 6 Group Award Code: GA6P 46 Validation date: May 2010 Date of original publication: August 2011 Version: 03 Acknowledgement SQA acknowledges the valuable

More information

Managing Strategic Change

Managing Strategic Change Cotton Consult Managing Strategic Change Presentation to AIBB October 13th 2012 Melbourne 1 Managing Strategic Change Agenda External Environment Industry Dynamics External Competitors Customers Analysis

More information

Managing staff through change

Managing staff through change Managing staff through change Introduction Change has become a fact of working life. NHS organisations, in particular, have been undergoing rapid change with the introduction of patient choice, the transition

More information

Code of Ethics for Pharmacists and Pharmacy Technicians

Code of Ethics for Pharmacists and Pharmacy Technicians Code of Ethics for Pharmacists and Pharmacy Technicians About this document Registration as a pharmacist or pharmacy technician carries obligations as well as privileges. It requires you to: develop and

More information

Anger Management Course Workbook. 5. Challenging Angry Thoughts and Beliefs

Anger Management Course Workbook. 5. Challenging Angry Thoughts and Beliefs Anger Management Course Workbook 5. Challenging Angry Thoughts and Beliefs Stop-Think-Act In earlier classes, we have introduced the concept of stopping and thinking before acting when we feel angry. In

More information

Code of Conduct for Pre-registration Trainee Pharmacy Technicians

Code of Conduct for Pre-registration Trainee Pharmacy Technicians Code of Conduct for Pre-registration Trainee Pharmacy Technicians January 2011 The General Pharmaceutical Council is the regulator for pharmacists, pharmacy technicians and registered pharmacy premises

More information

ORGANIZATIONAL CHANGE PROCESS STEPS TO A SUCCESSFUL CHANGE

ORGANIZATIONAL CHANGE PROCESS STEPS TO A SUCCESSFUL CHANGE ORGANIZATIONAL CHANGE PROCESS STEPS TO A SUCCESSFUL CHANGE Ph. D Ramona Petrescu University of Craiova Faculty of Economics Craiova, Romania Abstract: Organizational change is a planned effort to improve

More information

Applies from 1 April 2007 Revised April 2008. Core Competence Framework Guidance booklet

Applies from 1 April 2007 Revised April 2008. Core Competence Framework Guidance booklet Applies from 1 April 2007 Revised April 2008 Core Competence Framework Guidance booklet - Core Competence Framework - Core Competence Framework Core Competence Framework Foreword Introduction to competences

More information

Cognitive and behavioural therapy (CBT) for people with depression and anxiety What skills can service users expect their therapists to have?

Cognitive and behavioural therapy (CBT) for people with depression and anxiety What skills can service users expect their therapists to have? Cognitive and behavioural therapy (CBT) for people with depression and anxiety What skills can service users expect their therapists to have? Cognitive and behavioural therapy (CBT) for people with depression

More information

Developing Policies, Protocols and Procedures using Kotter s 8 step Change Management Model

Developing Policies, Protocols and Procedures using Kotter s 8 step Change Management Model 2013 Developing Policies, Protocols and Procedures using Kotter s 8 step Change Management Model Marion Foster Scottish Practice Management Development Network [Pick the date] IMPLEMENTING CHANGE POWERFULLY

More information

Comparison of Change Theories

Comparison of Change Theories VOLUME 8 NUMBER 1 2004-2005 Comparison of Change Theories Alicia Kritsonis MBA Graduate Student California State University, Dominquez Hills ABSTRACT The purpose of this article is to summarize several

More information

Lessons Learned by engineering students on placement

Lessons Learned by engineering students on placement Lessons Learned by engineering students on placement It is generally acknowledged that students have the opportunity to gain far more than technical knowledge on placement or even the chance to experience

More information

The accreditation of GB MPharm degrees delivered in part overseas (2+2 degrees)

The accreditation of GB MPharm degrees delivered in part overseas (2+2 degrees) The accreditation of GB MPharm degrees delivered in part overseas (2+2 degrees) Operational description: June 2011 1. Introduction The General Pharmaceutical Council (GPhC) is the regulator for pharmacists,

More information

The accreditation of foundation degrees leading to direct entry into Year 2 of an accredited MPharm degree

The accreditation of foundation degrees leading to direct entry into Year 2 of an accredited MPharm degree The accreditation of foundation degrees leading to direct entry into Year 2 of an accredited MPharm degree Operational description: June 2011 1. Introduction The General Pharmaceutical Council (GPhC) is

More information

Stakeholder Question 1. Strongly Disagree Disagree Don t Know Agree Strongly Agree

Stakeholder Question 1. Strongly Disagree Disagree Don t Know Agree Strongly Agree Modernising Pharmacy Careers Review of Post-Registration Career Development Discussion Paper PRO FORMA FOR CAPTURING RESPONSES TO STAKEHOLDER QUESTIONS Please complete and return to: MPCProgramme@dh.gsi.gov.uk

More information

WHICH talking therapy for depression?

WHICH talking therapy for depression? WHICH talking therapy for depression? A guide to understanding the different psychological therapies you may be offered to treat your depression 1 Contents Introduction 3 Cognitive Behavioural Therapy

More information

cpd completed examples

cpd completed examples ContinuingprofessionalDEVELOPMENT a guide to getting started Example 1 cpd completed examples reflection Name of entry: Stepping up asthma treatment Date Identified: 6/6/2005 What do you want to learn

More information

Practical guide for using the Continuous Learning Framework and the Changing Lives leadership model to develop leadership in social services

Practical guide for using the Continuous Learning Framework and the Changing Lives leadership model to develop leadership in social services Practical guide for using the Continuous Learning Framework and the Changing Lives leadership model to develop leadership in social services 1 Introduction Changing Lives 1, the Report of the 21 st Century

More information

Conducting Emotionally Difficult Conversations. John Banja, PhD Center For Ethics Emory University jbanja@emory.edu

Conducting Emotionally Difficult Conversations. John Banja, PhD Center For Ethics Emory University jbanja@emory.edu Conducting Emotionally Difficult Conversations John Banja, PhD Center For Ethics Emory University jbanja@emory.edu How To Break Bad News Robert Buckman (with contributions by Yvonne Kason). Baltimore:

More information

The psychological effects of living with Diabetes. Mariella Meachen D.N.O. B Psych Hons. Psychotherapist ECP Holder

The psychological effects of living with Diabetes. Mariella Meachen D.N.O. B Psych Hons. Psychotherapist ECP Holder The psychological effects of living with Diabetes Mariella Meachen D.N.O. B Psych Hons. Psychotherapist ECP Holder Aims & Objectives To understand how diabetes affects the whole person To become aware

More information

Table of Contents Page Introduction... 3 Key Feedback Principles... 4 Types of Feedback... 5

Table of Contents Page Introduction... 3 Key Feedback Principles... 4 Types of Feedback... 5 P r o v i d i n g q u a l i t y f e e d b a c k a g o o d p r a c t i c e g u i d e Table of Contents Page Introduction... 3 Key Feedback Principles... 4 Types of Feedback... 5 Positive Feedback... 5 Developmental

More information

ITSM Solution Projects Need Organisational Change Management

ITSM Solution Projects Need Organisational Change Management ITSM Solution Projects Need Organisational Change Management Karen Ferris, Macanta Consulting ABSTRACT This document explores the need for organisational change management (OCM) as an integral part of

More information

Criteria for initial registration as a pharmacy technician

Criteria for initial registration as a pharmacy technician . Criteria for initial registration as a pharmacy technician September 2010 Criteria for initial registration as a pharmacy technician with the GPhC The General Pharmaceutical Council (GPhC) is the regulator

More information

Council - 26 March 2009. Professional indemnity insurance. Executive summary and recommendations

Council - 26 March 2009. Professional indemnity insurance. Executive summary and recommendations - 26 March 2009 Professional indemnity insurance Executive summary and recommendations Introduction The subject of professional indemnity insurance was previously discussed by the on 3 July 2008 (in their

More information

Human Resources. Values for Working Together and Professional Behaviours

Human Resources. Values for Working Together and Professional Behaviours Human Resources Values for Working Together and Professional Behaviours A message from the Vice-Chancellor The new Human Resources Strategy, Working Together: A Strategy for Success, in tandem with the

More information

A developmental framework for pharmacists progressing to advanced levels of practice

A developmental framework for pharmacists progressing to advanced levels of practice ACLF Advanced to Consultant level Framework A developmental framework for pharmacists progressing to advanced levels of practice Version 2009(a) CoDEG www.codeg.org ADVANCED AND CONSULTANT LEVEL COMPETENCY

More information

Job Description. Professionally accountable to the Medical Director with respect to Trust-wide Medicines Optimisation.

Job Description. Professionally accountable to the Medical Director with respect to Trust-wide Medicines Optimisation. Job Description JOB DETAILS Job Title: Chief of Pharmacy Band: 9 Hours: 37.5 Department / Ward: Directorate: Pharmacy Cross Site Central Clinical Services ORGANISATIONAL ARRANGEMENTS Operationally accountable

More information

DESCRIBING OUR COMPETENCIES. new thinking at work

DESCRIBING OUR COMPETENCIES. new thinking at work DESCRIBING OUR COMPETENCIES new thinking at work OUR COMPETENCIES - AT A GLANCE 2 PERSONAL EFFECTIVENESS Influencing Communicating Self-development Decision-making PROVIDING EXCELLENT CUSTOMER SERVICE

More information

Change Management. Lara Fox E-Rostering Project Manager

Change Management. Lara Fox E-Rostering Project Manager Change Management Lara Fox E-Rostering Project Manager What is change management? Change management is a structured approach to transitioning individuals, teams, and organizations from a current state

More information

Plan and Record for Pharmacists and Pharmacy Technicians. Version 1.4

Plan and Record for Pharmacists and Pharmacy Technicians. Version 1.4 Plan and Record for Pharmacists and Pharmacy Technicians Version 1.4 Published July 2009 Contents Introduction....2 What is CPD and why is it important?...3 Compulsory standards. 4 The CPD cycle and how

More information

Aspirations Support Bristol Limited

Aspirations Support Bristol Limited Aspirations Support Bristol Limited Aspirations Support Bristol Inspection report Design House 26 South View Staple Hill Bristol BS16 5PJ Tel: : 0117 965 1447 Website: www.aspirations-support.co.uk Date

More information

Change Management & Change Leadership

Change Management & Change Leadership Change Management & Change Leadership VP of IT, J. D. Irving Ltd MBA, BSc, PMP 1 Why are we talking about Change & Leadership together? Good business leaders create a vision, articulate the vision, passionately

More information

Supporting your child after a burn injury

Supporting your child after a burn injury Royal Manchester Children s Hospital Supporting your child after a burn injury Information for Parents and Carers of Young Children 2 Contents Page Introduction 4 Trauma and children 4 Normal reactions

More information

Internal Mediation Services. Surrey County Council in partnership with South East Employers

Internal Mediation Services. Surrey County Council in partnership with South East Employers Internal Mediation Services Surrey County Council in partnership with South East Employers Introduction and Summary Surrey County Council s cultural strategy is clear it wants to create a coaching culture

More information

The Breathing School. Epigenetics How Our Beliefs Affect our Health

The Breathing School. Epigenetics How Our Beliefs Affect our Health The Breathing School 9 Andrews Place, Cottesloe, WA 6011, Australia Tel: (61) 0435 094 549, (61) 08 9385-3728 email: info@breathingschool.com.au website: www.breathingschool.com.au Epigenetics How Our

More information

Standards of conduct, ethics and performance. July 2012

Standards of conduct, ethics and performance. July 2012 Standards of conduct, ethics and performance July 2012 Reprinted July 2012. The content of this booklet remains the same as the previous September 2010 edition. The General Pharmaceutical Council is the

More information

Creating mutual trust

Creating mutual trust 13. 3and Creating mutual trust respect Organisations that thrive are those where the company culture promotes mutual trust and respect of colleagues, and this is as true in PR as it is elsewhere. In this

More information

A Functional Approach to Functional Analysis. Carla Miller

A Functional Approach to Functional Analysis. Carla Miller A Functional Approach to Functional Analysis Carla Miller Why are we here? What brings us to a session on analyzing behavior? What are we hoping to learn? What do we want to walk away with? Functional

More information

THE HR GUIDE TO IDENTIFYING HIGH-POTENTIALS

THE HR GUIDE TO IDENTIFYING HIGH-POTENTIALS THE HR GUIDE TO IDENTIFYING HIGH-POTENTIALS What makes a high-potential? Quite possibly not what you think. The HR Guide to Identifying High-Potentials 1 Chapter 1 - Introduction If you agree people are

More information

AGENDA ITEM 5 AYRSHIRE SHARED SERVICE JOINT COMMITTEE 1 MAY 2015 AYRSHIRE ROADS ALLIANCE CUSTOMER SERVICE STRATEGY

AGENDA ITEM 5 AYRSHIRE SHARED SERVICE JOINT COMMITTEE 1 MAY 2015 AYRSHIRE ROADS ALLIANCE CUSTOMER SERVICE STRATEGY AYRSHIRE SHARED SERVICE JOINT COMMITTEE 1 MAY 2015 AYRSHIRE ROADS ALLIANCE CUSTOMER SERVICE STRATEGY Report by the Head of Roads Ayrshire Roads Alliance PURPOSE OF REPORT 1. The purpose of this report

More information

A CYCLE OF CHANGE: THE TRANSITION CURVE

A CYCLE OF CHANGE: THE TRANSITION CURVE A CYCLE OF CHANGE: THE TRANSITION CURVE This case was prepared by Alison Young and Terry Lockhart. Copyright Cranfield School of Management March 1995. All rights reserved. CHANGE OR TRANSITION? This short

More information

GENERAL PRACTICE BASED PHARMACIST

GENERAL PRACTICE BASED PHARMACIST GENERAL PRACTICE BASED PHARMACIST JOB PURPOSE Provide expertise in clinical medicines review 1 and address public health and social needs of patients in GP practices Reduce inappropriate poly-pharmacy

More information

A guide for prospective registrants and admissions staff. A disabled person s guide to becoming a health professional

A guide for prospective registrants and admissions staff. A disabled person s guide to becoming a health professional A guide for prospective registrants and admissions staff A disabled person s guide to becoming a health professional Contents Who is this document for? 1 About the structure of this document 1 Section

More information

DFID CORE COMPETENCY FRAMEWORK

DFID CORE COMPETENCY FRAMEWORK DFID CORE COMPETENCY FRAMEWORK DFID s Core Competency Framework presents competencies in three clusters as shown below. The red cluster groups the work-related competencies, the green has peoplerelated

More information

Royal College of Obstetricians and Gynaecologists. Faculty of Sexual and Reproductive Healthcare

Royal College of Obstetricians and Gynaecologists. Faculty of Sexual and Reproductive Healthcare Royal College of Obstetricians and Gynaecologists Faculty of Sexual and Reproductive Healthcare Supporting Information for Appraisal and Revalidation: Guidance for Obstetrics and Gynaecology and / or Sexual

More information

WHAT DOES THE PSYCHOLOGICAL THERAPIES HEAT TARGET MEAN TO YOU?

WHAT DOES THE PSYCHOLOGICAL THERAPIES HEAT TARGET MEAN TO YOU? WHAT DOES THE PSYCHOLOGICAL THERAPIES HEAT TARGET MEAN TO YOU? NHS Boards are now half way through the first year of implementation of the HEAT target Deliver faster access to mental health services by

More information

Guidance on health and character

Guidance on health and character Guidance on health and character Who is this document for?... 2 About the structure of this document... 2 Section 1: Introduction... 4 About us (the HPC)... 4 How we are run... 5 About registration...

More information

Evaluation of a Foundation degree for pharmacy technicians

Evaluation of a Foundation degree for pharmacy technicians Evaluation of a Foundation degree for pharmacy technicians Helena Herrera This thesis is submitted in partial fulfilment of the requirements for the award of the degree of Doctor of Philosophy of the University

More information

Information Governance Training Booklet for Pharmacy Staff January 2010

Information Governance Training Booklet for Pharmacy Staff January 2010 Information Governance Training Booklet for Pharmacy Staff January 2010 dra_schwartz/istock 2 Introduction To ensure compliance with the law and NHS requirements, all staff working in pharmacies that have

More information

CDC 502 Support policies, procedures and practice to safeguard children and ensure their inclusion and well-being

CDC 502 Support policies, procedures and practice to safeguard children and ensure their inclusion and well-being Child Care Occupational Standard MQF Level 5 CDC 501 Establish and develop working relationships CDC 502 Support policies, procedures and practice to safeguard children and ensure their inclusion and well-being

More information

MAKING BEST USE OF THE PHARMACY WORKFORCE A CONSULTATION PAPER

MAKING BEST USE OF THE PHARMACY WORKFORCE A CONSULTATION PAPER MAKING BEST USE OF THE PHARMACY WORKFORCE A CONSULTATION PAPER 1. CHAPTER 1: SUPPORTING CHANGE THROUGH BETTER USE OF SKILL MIX The Need for Change 1. Pharmacists have extensive training in the actions,

More information

Change Management: Increasing Your Odds for Success March 4, 2016

Change Management: Increasing Your Odds for Success March 4, 2016 Change Management: Increasing Your Odds for Success March 4, 2016 Larry Dux, CPHIMS, FHIMSS, DSHS. Director of Patient Care Informatics & Process Improvement, Froedtert Health and The Medical College of

More information

TRANSACTIONAL ANALYSIS

TRANSACTIONAL ANALYSIS TRANSACTIONAL ANALYSIS Developed by Eric Berne during the 1950 s, Transactional Analysis (TA) is a simple method of describing our experiences of life in a way that makes both sense and brings a smile

More information

WORKING WITH CRIMINAL JUSTICE CLIENTS IN DRUG AND ALCOHOL TREATMENT

WORKING WITH CRIMINAL JUSTICE CLIENTS IN DRUG AND ALCOHOL TREATMENT WORKING WITH CRIMINAL JUSTICE CLIENTS IN DRUG AND ALCOHOL TREATMENT Interviewer: Alison Churchill (AC), CEO, Community Restorative Centre Interviewee: Astrid Birgden (AB), Director, Compulsory Drug Treatment

More information

Consultation Response Medical profiling and online medicine: the ethics of 'personalised' healthcare in a consumer age Nuffield Council on Bioethics

Consultation Response Medical profiling and online medicine: the ethics of 'personalised' healthcare in a consumer age Nuffield Council on Bioethics Consultation Response Medical profiling and online medicine: the ethics of 'personalised' healthcare in a consumer age Nuffield Council on Bioethics Response by the Genetic Interest Group Question 1: Health

More information

MODULE 10 CHANGE MANAGEMENT AND COMMUNICATION

MODULE 10 CHANGE MANAGEMENT AND COMMUNICATION MODULE 10 CHANGE MANAGEMENT AND COMMUNICATION PART OF A MODULAR TRAINING RESOURCE Commonwealth of Australia 2015. With the exception of the Commonwealth Coat of Arms and where otherwise noted all material

More information

The Guide to Managing Long-Term Sickness. Civilians in Defence

The Guide to Managing Long-Term Sickness. Civilians in Defence The Guide to Managing Long-Term Sickness Civilians in Defence Contents Introduction 3 Section 1 Initial Planning Fit for Work: focusing on planning a successful return to work and full capability Why plan

More information

The Team Approach to Handling Complaints

The Team Approach to Handling Complaints The Team Approach to Handling Complaints Aim: To provide an understanding of using a team approach to reduce the risk of complaints and to manage complaints should they arise. Learning outcomes: On completion

More information

Article on Change Management vs. Behavioural Change Management By Jonathan Gardner. Where change management fails and what to do about it?

Article on Change Management vs. Behavioural Change Management By Jonathan Gardner. Where change management fails and what to do about it? Article on Change Management vs. Behavioural Change Management By Jonathan Gardner Where change management fails and what to do about it? Change Management : one of the buzzwords of our time. But what

More information

Interim report on NHS and Adult Social Care Complaints Procedures in Manchester

Interim report on NHS and Adult Social Care Complaints Procedures in Manchester Interim report on NHS and Adult Social Care Complaints Procedures in Manchester Introduction The Health & Wellbeing Overview & Scrutiny Committee of Manchester City Council asked the LINk to look at complaints

More information

JOB DESCRIPTION. Contract Management and Business Intelligence

JOB DESCRIPTION. Contract Management and Business Intelligence JOB DESCRIPTION DIRECTORATE: DEPARTMENT: JOB TITLE: Contract Management and Business Intelligence Business Intelligence Business Insight Manager BAND: 7 BASE: REPORTS TO: Various Business Intelligence

More information

A Learning Paths Whitepaper. Rapid Onboarding 3 Keys to Success

A Learning Paths Whitepaper. Rapid Onboarding 3 Keys to Success A Learning Paths Whitepaper Rapid Onboarding 3 Keys to Success The Importance of Rapid Onboarding How soon would you be confident assigning a new employee to work with your most valued customer? When do

More information

March 2013. The General Pharmaceutical Council (GPhC) Pharmaceutical Regulation

March 2013. The General Pharmaceutical Council (GPhC) Pharmaceutical Regulation What is the GPhC? The General Pharmaceutical Council (GPhC) Pharmaceutical Regulation 12, 13, 19 and 21 March 2013 Community Pharmacy West Yorkshire Your regulator Pharmacy Order 2010 (replaced RPSGB)

More information

Chapter 1: Health & Safety Management Systems (SMS) Leadership and Organisational Safety Culture

Chapter 1: Health & Safety Management Systems (SMS) Leadership and Organisational Safety Culture Chapter 1: Health & Safety Management Systems (SMS) Leadership and Organisational Safety Culture 3 29 Safety Matters! A Guide to Health & Safety at Work Chapter outline Leadership and Organisational Safety

More information

Patient Transport Keeping the wheels in motion

Patient Transport Keeping the wheels in motion Patient Transport Keeping the wheels in motion Public and stakeholder engagement to inform the service specification for Patient Transport Services in North and North East Lincolnshire, July - September

More information

Call to Action Autumn 2015

Call to Action Autumn 2015 Autumn 2015 Contents Welcome...1 What we are calling for...2 Background information...3 Better understanding...4 Clear treatment pathways...5 Appropriate diagnosis and reporting...6 Summary of actions

More information

Organizational Culture Why Does It Matter?

Organizational Culture Why Does It Matter? Organizational Culture Why Does It Matter? Presented to the Symposium on International Safeguards International Atomic Energy Agency Vienna, Austria November 3, 2010 IAEA-CN-184/315 Kenneth Desson Pentor

More information

Qualification details

Qualification details Qualification details Title New Zealand Certificate in Pharmacy (Specialist Technician) (Level 6) Version 1 Qualification type Certificate Level 6 Credits 120 NZSCED 060501 Health > Pharmacy > Pharmacy

More information

Literature Review of Business Process Improvement Methodologies: Executive Summary

Literature Review of Business Process Improvement Methodologies: Executive Summary Literature Review of Business Process Improvement Methodologies: Executive Summary April 2008 Researchers: Dr Zoe Radnor Associate Professor in Operations Management Warwick Business School University

More information

What are your first thoughts when faced with a new change

What are your first thoughts when faced with a new change What are your first thoughts when faced with a new change What is change? The concept of change management describes a structured approach to transitions in individual, teams, organization, and societies,that

More information

The psychological contract

The psychological contract http://www.cipd.co.uk/subjects/empreltns/psycntrct/psycontr.htm?wa_src=email&wa_pub=cipd&wa_crt=feature3_main_none&wa_cm p=cipdupdate_160610 The psychological contract Employee relations Revised May 2010

More information

Managing Resistance to Change. The Quality Academy Tutorial 16

Managing Resistance to Change. The Quality Academy Tutorial 16 Managing Resistance to Change The Quality Academy Tutorial 16 Learning Objectives: You Will Learn About Reasons people resist change Approaches that support change management Strategies to address resistance

More information

british council behaviours www.britishcouncil.org

british council behaviours www.britishcouncil.org british council behaviours Mat Wright Mat Wright Mat Wright CREATING SHARED PURPOSE I gain the active support of other people so they are fully engaged and motivated to contribute effectively. I do this

More information

Deregulation Bill: Clause 17 (Authorisation of Insolvency Practitioners)

Deregulation Bill: Clause 17 (Authorisation of Insolvency Practitioners) Deregulation Bill: Clause 17 (Authorisation of Insolvency Practitioners) Clause 17 of the Deregulation Bill introduces partial licences for Insolvency Practitioners (IPs). This briefing sets out R3 s views

More information

In certain circumstances it should be a criminal offence to breach these duties or obstruct another from performing them.

In certain circumstances it should be a criminal offence to breach these duties or obstruct another from performing them. How can professional regulation encourage healthcare professionals and social workers to be more candid when care goes wrong? Professional Standards Authority Consultation Report compiled by Joe Godden,

More information

Change Management. Developed by NHS South East Coast in conjunction with the Department of Health

Change Management. Developed by NHS South East Coast in conjunction with the Department of Health Change Management Developed by NHS South East Coast in conjunction with the Department of Health LEARNING OBJECTIVES Understand more about Change Management Be able to debate methodology WHAT IS CHANGE

More information

Our Guide to Customer Journey Mapping

Our Guide to Customer Journey Mapping Our Guide to Customer Journey Mapping Our Guides Our guides are here to help you understand a topic or to provide support for a particular task you might already be working on. Inside you ll find lots

More information

CHANGE x + + + + 08700 600 310 08700 6

CHANGE x + + + + 08700 600 310 08700 6 CHANGE x + + + + 08700 600 310 Acknowledgements With thanks to... Natalie Thompson, Chris, Mike Dwyer, Chris from SMUG, Derek, Charley Ezard, Mark Saunders, James Milton, Dean Scott, Mickey, Rowan Miller,

More information

PSYCHOLOGY AND PROJECT MANAGEMENT

PSYCHOLOGY AND PROJECT MANAGEMENT PSYCHOLOGY AND PROJECT MANAGEMENT Human aspects of the project management Ver 1.0 2 360 Degree Approach of IT Infrastructure Projects PSYCHOLOGY AND PROJECT MANAGEMENT Abstract Project Management usually

More information

Adjusting to Spinal Cord Injury

Adjusting to Spinal Cord Injury Adjusting to Spinal Cord Injury After a spinal cord injury, everyone copes differently with the journey toward psychological healing and adjustment. The topics below will explore common issues and concerns

More information

Small Business Checkup

Small Business Checkup Small Business Checkup How healthy is your business? www.aretehr.com TABLE OF CONTENTS The Four Keys to Business Health... 3 Management & Operations... 4 Marketing... 6 Financial & Legal... 8 Human Resources...

More information

1. JOB PURPOSE 2. KEY ACCOUNTABILITIES PRINCIPAL DUTIES:

1. JOB PURPOSE 2. KEY ACCOUNTABILITIES PRINCIPAL DUTIES: Job Title: Location/Base: Dept.: Reporting to: Pharmacy Technician Claremont Hospital Pharmacy Pharmacy Manager 1. JOB PURPOSE The Pharmacy Technician, as part of a dedicated team, plays a key role in

More information

Making sense of cognitive behaviour therapy (CBT)

Making sense of cognitive behaviour therapy (CBT) Making sense of cognitive behaviour therapy (CBT) Making sense of cognitive behaviour therapy What is cognitive behaviour therapy? 4 How does negative thinking start? 6 What type of problems can CBT help

More information

COMPETENCY FRAMEWORK Trainee Actuary /Actuarial Technician / HEO / SEO

COMPETENCY FRAMEWORK Trainee Actuary /Actuarial Technician / HEO / SEO COMPETENCY FRAMEWORK Trainee Actuary /Actuarial Technician / HEO / SEO Is committed to GAD s organisational values and ensures they are reflected in all undertakings Is solution focused Adopts a flexible

More information

Guidance for registered pharmacies providing pharmacy services at a distance, including on the internet

Guidance for registered pharmacies providing pharmacy services at a distance, including on the internet Guidance for registered pharmacies providing pharmacy services at a distance, including on the internet April 2015 The General Pharmaceutical Council is the regulator for pharmacists, pharmacy technicians

More information

Standards of Physical Therapy Practice

Standards of Physical Therapy Practice Standards of Physical Therapy Practice The World Confederation for Physical Therapy (WCPT) aims to improve the quality of global healthcare by encouraging high standards of physical therapy education and

More information

Dr Barbara Murphy, Director of Research, Heart Research Centre

Dr Barbara Murphy, Director of Research, Heart Research Centre If patients don t know what to expect emotionally and don t get reassurance early, they are at risk of developing serious depression. This depression can last for a long time, often well beyond physical

More information

A Career in Clinical Psychology?

A Career in Clinical Psychology? A Career in Clinical Psychology? Program of Talks 4 th June 2014- Clinical Psychology Courses in UK Welcome Introduction to Clinical Psychology- Dr Liz Anderson, Clinical Psychology Advisor, Psychology

More information

Seven key strategic questions critical to improving your Customer Experience Colin Shaw Founder & CEO Beyond Philosophy

Seven key strategic questions critical to improving your Customer Experience Colin Shaw Founder & CEO Beyond Philosophy Seven key strategic questions critical to improving your Customer Experience Colin Shaw Founder & CEO Beyond Philosophy www. Who are Beyond Philosophy? Customer Experience is is all we do.. Since 2002!

More information

Managing Fear after an Accident. Patient Information Booklet. Talis Consulting Limited

Managing Fear after an Accident. Patient Information Booklet. Talis Consulting Limited Managing Fear after an Accident Patient Information Booklet Talis Consulting Limited Why can Fear be a Problem Following an Accident? There are many reasons why you may experience fear following an accident:

More information

Diabetes and Emotions

Diabetes and Emotions monitor track manage A TRUEinsight Guide manage Diabetes and Emotions Understanding and Coping With the Emotional Aspects of Diabetes The importance of understanding your emotions A TRUEinsight Guide about

More information

Draft guidance for registered pharmacies providing internet and distance sale, supply or service provision

Draft guidance for registered pharmacies providing internet and distance sale, supply or service provision Draft guidance for registered pharmacies providing internet and distance sale, supply or service provision September 2014 1 The General Pharmaceutical Council is the regulator for pharmacists, pharmacy

More information