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: DIANE.HENDERSON@wales.nhs.uk