Issue - meetings

Update for all workstreams (Pages 36-39)

(Kate Green to report)

Expectations and Aspirations (Pages 40-47)

(Sue Wilson to present)

Sue Wilson, Performance and Quality Officer, gave the following powerpoint presentation on the Expectations and Aspirations workstream:-

Expectations and Aspirations

“All Rotherham people will have high aspirations for their health and wellbeing and expect good quality services in their community, tailored to their personal circumstances.”

Priority One – We will provide much clearer information about the standards people should expect and demand

Progress

-          Complaints baseline

-          Service Standards baseline

-          Our Pledge

-          Young People’s Pledge

-          Staff Prompt card

Our Pledge

-          We will always be helpful and timely; all people are important to us

-          We will be patient and listen to you

-          We will communicate with you clearly

We will be clear about the service that you can expect and you should never feel afraid to share your views and opinions

-          We will not pass you from pillar to post; we will try to simplify what we do

-          We will treat you fairly and with respect

Young Person’s Pledge

-          We will talk to each other in a way that we both understand

-          We will be patient, listen to each other and not interrupt

-          We will respect each others views and feelings

-          We will be polite about each others opinions – challenge the opinion not the person

-          We will care about each other and be helpful with each others needs

Staff Prompt Card

-          First impressions count

Be positive and helpful; people should feel they are important to you

-          Listen to people

Be polite and patient and ensure you understand peoples’ needs

-          Communicate clearly

Stick to plain language and check that people understand the service they can expect

-          Make things simple

Do not pass people from pillar to post; try to simplify working practice

-          Be respectful

Be friendly and treat people fairly including colleagues

Action

-          Further work around a “single standard” across all the organisations working around Health and Wellbeing

-          To include information around what people can expect, demand and that it is okay to feedback or complain about the service

Priority Two – We will train all people who work towards reducing health inequalities to respond to the circumstances of individual people, families and the local community

Action

-          Customer Care training will be developed including specific training for staff in Deprived Neighbourhoods

Priority Three – We will ensure all our workforce routinely prompt, help and signpost people to key services and programmes

Progress

-          Audit of online directories and services across partners

-          Information sharing event planned for 16^th May for practitioners working in East Herringthorpe/Dalton and Thrybergh regarding Employment and Health

Priority Four – We will co-produce with Rotherham people the way services are delivered to communities facing challenging conditions

Action

-          Consultative work and co-production of services will be developed across agencies

Challenges

-     Continued commitment and engagement from all organisations around the work of the workstream

-     Role of Healthwatch alongside the workstream

-     Common Set  ...  view the full minutes text for item 83