What Matters Framework

The What Matters Framework was developed in partnership with our residents. It reflects the behaviours our residents and colleagues value the most. This  sets out our approach to how we communicate and engage with residents and others.

The words in the middle show what we do, and the four on the outside describe how we do it. 

A diagram featuring a large group of illustrated people surrounding a square divided into four quadrants. Each quadrant contains a behaviour statement: “Listen to learn,” “Acknowledge with respect,” “Resolve with care,” and “Act with consideration.” The edges of the square are labelled with “Calm” at the top, “Polite” at the bottom, “Positive” on the left, and “Friendly” on the right.

This framework sits alongside the ‘3Rs’ brand voice (Resolute – Respectful – Reliable), which sets the tone of how we want to come across in all our communication.