We joined Ben Roberts, Advanced Clinical Practitioner in Cardiology, to talk about how his family experiences and a love for helping people drew him to the care profession. Ben reflects on the importance of personal interaction, body language, and going the extra mile to build trust and a strong rapport with our patients and their families.
3 Quotes to lead by...
1. GO THE EXTRA MILE
‘To me it sounds simple but if you can just walk through that corridor and just keep an eye out and see if somebody might be struggling finding their way, or they’ve just come out of the ward and they’re a little bit upset because something’s happened and you just interact with that. I think it makes their experience and their day that bit better. Everyone can do that.’
Q. What strategies do you implement to ensure you go the extra mile for our patients and their families?
2. PERSONAL INTERACTION MATTERS
‘It’s that personal interaction. It’s that first-name basis. “I’m Ben, I’m here to help.” It’s talking them through what’s going to happen. Why we’re doing certain things, and what we’re doing certain things for. Bring it down to the level that people are at.’
Q. How could you improve your interpersonal skills to create an enhanced experience for our patients?
3. THE IMPORTANCE OF BODY LANGUAGE
‘Be aware of your body language. If you’re open, you’ll have a lot more trust with that person. Don’t be closed. Be who you are. Just be your natural self.’
Q. How do you use body language to strengthen your connection with both your patients and your team?
External Resources
How to Inspire Your Team to Go The Extra Mile
The Importance of Interpersonal Skills in Leadership
How to Use Body Language to Be a Better Leader
