Agenda item

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 of Standards – was this acceptable and achievable

-     Resources

Budget

Staff time

Attendance at training

 

Discussion ensued with the following issues highlighted/clarified:-

 

·           Members of the public did not know what standard of service/response should be provided by agencies

 

·           A commitment was required from agencies to provide a Common Set of Standards so communities would have the confidence to use the services and confidence to complain and hold agencies to account

 

·           The working group had been established but there had been some issues with regard to attendance

 

·           Plan on a Page developed identifying how the workstream was working with the 6 Strategic Leads of the Priority areas

 

·           The role of Healthwatch aligned closely with the work of the workstream particularly in relation to customer standards and satisfaction levels

 

·           Currently there was no budget associated with the work of the group and the modest costs associated with the work

 

Resolved:-  (1)  That the progress being made by the Expectations and Aspirations workstream be noted.

 

(2)  That the issue of commitment to the Expectations and Aspirations workstream, the funding for the modest costs associated with the work and attendance at meetings of the multi-agency group, be raised and discussed at the Chief Executives Group.