83 Workstream Progress - Expectations and Aspirations PDF 37 KB
Update for all workstreams (Pages 36-39)
(Kate Green to report)
Expectations and Aspirations (Pages 40-47)
(Sue Wilson to present)
Additional documents:
Minutes:
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 16th 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