‘How’ not the ‘What’

Principle 11 – The Importance of the ‘How’ not the ‘What’


We want to pay attention to how we deliver services, how we do things, reflecting our values and principles in everything that we do in the knowledge that relationships are key to positive outcomes. We are committed to finding ways of translating our values into our everyday practice and interactions and to holding one another and ourselves to account when we fall short.

In practice this mean that services should be led and driven by our values, not by process or professional bureaucracies and/or professional identities that do not best serve people.

We believe in our connectedness as humans. In Southern African culture they describe the importance and need for human connectedness as Ubuntu, this is the concept that ‘A person is a person through another person.’


Ubuntu speaks particularly about the fact that you can’t exist as a human being in isolation. It speaks about our interconnectedness. You can’t be human all by yourself … We think of ourselves far too frequently as just individuals, separated from one another, whereas you are connected and what you do affects the whole World.Archbishop Desmond Tutu


We believe that the people working in our services need to be enabled to be authentic as people themselves, self-aware and humble and that our values should be based on person-centred principles and practice and include love, care, compassion, kindness, honesty, respect etc. There are examples of this being translated into professional practice guidelines with things like Nursing and Midwifery’s 6 C’s – compassion in practice.

We believe in placing the person at the centre of the service and treating them as a person first. We believe in love as a transformative force. That’s why we believe it is not what we do but how we do it that really matters.


“Love is the social equivalent of gravity.” Morris Berman


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