citizen centred engagement releasing the energy a citizen centred model diane henderson patient and...
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Citizen Centred Engagement
Releasing the EnergyA Citizen Centred Model
Diane Henderson Patient and Public Involvement ManagerBetsi Cadwaladr University Health Board
Background
2008 (east) invited by PSMW & CFW to become a pilot site to test Beecham’s Citizen Engagement Model
A staged organisational development approach to test policy into action
Two directorates wanting to re-energise their patient and public involvement programmes
Citizen Centred Model Core Principles
Personal Experience: politely, dignity, informed, mutual respect.
Responsiveness: services that take into account individual needs, circumstances overcoming barriers.
Language Options: language of choice English / Welsh, minority languages or British Sign Language.
Redress: accessible complaints procedures and things put right.
‘Building Better Customer Service: a Framework for Improvement’ WAG 2007:
Citizen Centred Governance
Putting the Citizen First Knowing Who Does What and WhyLiving Public Service ValuesFostering Innovative DeliveryBeing a Learning OrganisationEngaging with others
Corporate Commitment
Chief ExecutivesCorporate Management Team
VisionCitizen focused‘Can do’ approach – No barriers!!Learning organisation Empowered staff
Blue Peter – the Model!
A bit squidgy!
Citizen Centred Model Core Principles
Personal Experience: politely, dignity, informed, mutual respect.
Responsiveness: services that take into account individual needs, circumstances overcoming barriers.
Language Options: language of choice English/Welsh, minority languages or British Sign Language.
Redress: accessible complaints procedures and things put right.
‘Building Better Customer Service: a Framework for Improvement’ WAG 2007:
Staged approach – different delivery
FamiliarisingAgree & PlanInspire & DriveActionEvaluate & Re-energise
Focus on BereavementFamiliarisation
Small test of change Clinical Support Directorate & SATCH
Bereavement ServicesOrganisational walkaboutsSemi-structured interviewsFamiliarisation phase Workshop action phase
Staff Involvement Agree & Plan (workshop – wonder!)
Project Leads self-selecting Staff empowered to make changes / decisions Establish action plans – quick wins Identify benefits for citizens Identify improvements making job easier Inspire and Drive
Workshop feedback - staff
“Thank you for what was an inspiring and informative study day – it was also an excellent opportunity to reflect as an individual on some of the key values we use everyday and to remind ourselves how important they are and how others may perceive us.”
Inspire and Drive Independent facilitation -Dee Jones, PSMW
critical friends / change leaders
Project Leads
Corporate & Directorate Support
Motivational Speakers
Small budget
Action Shaping the model to bereavement: a team approach
Redress: information, empathy understanding, improving access, providing answers, responsiveness.
Information: content, language, language options, advocates, when a person doesn’t have a language.
Personal experience: environment. Learning organisation: policy, in spite of!
Flexibility/SustainabilityEvaluate & Re-energise Project managed separately – regarded as extra!
Minimise impact – Task & finish approach Focus on quick wins
General approach retained within e.g. ongoing action plan and method for quality improvement
Citizen Centred principles corporate priority
What was achieved
Information: Bereavement information translated into foreign languages
Learning organisation: Review of policies connected to the care of the bereaved
Redress: Bereavement Contact CardReview of environment: refurbished
Bereavement Suite
What have we learnt?
No complicated messages - ‘just about improving’ (policy was kept low key)
Brings staff / teams together (hands off leadership) Staff / others need to be on board – engage don’t tell them Helps staff avoid saying ‘NO’ – more options Faster turnaround and less hoops Action Research Link into existing systems and techniques e.g. PDSA More about behaviours than systems Create a spider’s web People’s value’s ‘This is important to me’ Enthusiasm is contagious and very energising ‘We are
actually getting stuff done!’
National recognition
Bereavement Office - before
Bereavement Office - after
Diane HendersonPPI Manager
Betsi Cadwaladr University Health BoardEast & Central
Telephone: 01978-727125Email: [email protected]