A Ward Manager's toolkit for service user agreement

The government suggests that improvements in patient care will come about as a direct result of a communicative partnership between staff and patients. Clinical staff are therefore encouraged to listen actively to patients and their relatives and respond to the needs and aspirations of patients. This article describes how a ward manager and her deputy, as clinical leads, have encouraged staff to engage with patients and carers by designing innovative and different communication approaches. The article also shows how staff incorporated the lessons learned from listening to patients and carers into everyday nursing practice.