Name: Sue Wakeman Designation: Director of Human Resources PATIENT EXPERIENCE AND ORGANISATIONAL DEVELOPMENT

Transcription

1 ENC NO 9 For (Decision/Discussion/Information) PUBLIC TRUST BOARD 7 JULY 2011 Lead: Name: Sue Wakeman Designation: Director of Human Resources PATIENT EXPERIENCE AND ORGANISATIONAL DEVELOPMENT N.B. The detailed content of the attached paper will not be presented at the meeting. Members are asked to read prior to the meeting. The Trust Board is asked to note the following: Purpose of the paper presented: To inform the Board of the progress in implementing the organisation development work required to develop a vision for the new trust, achieve improved patient experience and support the Foundation Trust application. Outcomes required: The Board is asked to note the content of this report. Time required: 5 minutes Summary of the Key Points: 1. The Corporate Management Group recognised the vital need for a piece of organisational development work that focuses on improving the patient experience, establishes a new corporate identity with new vision and values, and builds on and improves staff satisfaction levels and April Consulting have been selected to support the Trust in this work. 2. The work starts by listening carefully to what our patients want from us, then developing our commitments in response to that before seeking to cascade a response through the trust and ensure that all our systems and processes support the action we need to deliver the commitments. 3. The programme was launched at the Senior Team Away Day on 20 June 2011 and work is already underway to gather evidence to support the programme Patient Experience & OD For One and All 1

2 design. 4. The programme will be monitored by A steering group, chaired by the Chief Executive to ensure that work progresses appropriately and effectively. Progress will be reportedly quarterly to the Trust Board. Key Risks (if yes explain risk and proposed management) Clinical Risks, Business Risks, Environmental risks, Finance & Performance risks, Reputation risks CQC Essential Standard - List: Multi-factorial risks are associated with failure to implement an effective OD programme that may lead to negative organisational culture, lack of clarity in the organisational vision and values and therefore inappropriate behaviours displayed and lack of required improvements in the NHS Patient and Staff Surveys. If the organisation is unable to demonstrate improvement in patient and staff experience there is a strong likelihood that our ability to become an NHS Foundation Trust could be compromised, failure to improve in these areas will impact upon the Care Quality Commission s Quality Risk Profile for the organisation which is a key intelligence source in the Monitor authorisation process. These risks will be managed by ensuring an appropriate selection process for the successful bidders that will focus on and then manage a set of clear outcomes for the work. The Patient Experience Group will monitor progress and report to the Trust s Risk, Assurance and Quality Committee. Does this paper highlight a new risk which will need to be added to a risk register if so which risk register and who is accountable for ensuring that the risk is added? How does this paper impact on the delivery of the Trust s Annual Plan and Strategic Direction? This work is an objective within the corporate objectives 2011/12. Resources required: NHS Walsall has agreed a reduction of 50k of the CQUIN penalty for NHS Staff Survey results to support this work, a bid of 25k has been approved by the Locality Stakeholder Board to support the work. A request for funding is being considered by the SHA. Non-recurrent funding has also been identified within the budget setting process. Report discussed with: Patient Experience & OD For One and All 2

3 PATIENT EXPERIENCE AND ORGANISATIONAL DEVELOPMENT INTRODUCTION The Trust, as a newly integrated organisation and an aspirant foundation trust, is faced with the challenge of developing an integrated business plan that capitalises on the opportunities to transform services, create new pathways, improve the patient experience and save money through efficiencies of being a single organisation. In addition there is a need to clarify the identity of the new organisation through its vision and a new set of values. To support this work and following a full debate by the Corporate Management Group a tender document was produced and organisations were invited to submit a bid to support the Trust in this work. Three organisations were shortlisted to present their proposals to a panel comprising of Richard Kirby, Nigel Summers, Sue Hartley, Sue Wakeman and Sally Roberts from NHS Walsall. As a result April Consulting was chosen to support the Trust in this work. April Consulting is a consulting firm, focussed on creating value by putting the / customer at the heart of the strategy process. They have a track record of improving organisational performance and patient experience in NHS Trusts such as West Suffolk Hospital Trust, Buckinghamshire Hospitals Trust, Whipps Cross Hospital and South Essex Partnership Trust. OBJECTIVES Working with April Consulting we will be designing and delivering a programme to unify the organisation around the delivery of the best possible patient experience, in a way that: Puts the needs of patients at the centre visibly for patients and staff. Involves staff in shaping a shared culture for the new organisation by cocreating values and service standards which define expectations of one another. Helps staff understand the impact of their behaviour on others and learn new skills to deliver the shared service standards consistently. Empowers clinical leaders and frontline teams to determine what the vision for the new organisation and shared standards mean for them, and identify, prioritise and make improvements to their patient service building on work to date. Aligns the organisation s key management mechanisms people recruitment, development and management; business planning, performance improvement and measurement; governance and communications to embed and sustain the new vision, service standards and continuous improvement. Results in improvements in patient experience evidenced in patient survey results and builds staff satisfaction during a period of change and uncertainty. Patient Experience & OD For One and All 3

4 The approach this work is taking really engages both our staff and our patients. We will start by listening carefully to what our patients want from us, then develop our commitments in response to that before seeking to cascade a response through the trust and ensure that all our systems and processes support the action we need to deliver the commitments. THE PROGRAMME The programme was launched at the Senior Team Away Day on 20 June 2011, involving our top 100 leaders. An overview of the programme that we are intending to follow over the next 6-9 months is detailed below. Patient Experience & OD For One and All 4

5 GOVERNANCE AND STRUCTURE A steering group will be established chaired by Richard Kirby and consisting of: Sue Wakeman, Director of Human Resources Sue Hartley, Director of Nursing Amir Khan, Medical Director Jayne Tunstall, Chief Operating Officer Trish Skitt, Director of Transformation Yvette Sheward, Director of Quality Assurance & Organisational Development, NHS Walsall SHA representative Deborah Homa, April consulting John Vincent, April Consulting Janet Hunt, Organisational Development Manager In addition to the steering group, a task group of around 20 staff will be established consisting of a diagonal slice of the organisation, representing all areas and all staff groups. The task group will review and tailor the programme plan, map the stakeholders and support the initial launch communications and plan. NEXT STEPS The programme has got off to an encouraging start with a high level of commitment shown by the senior leaders at the Away Day. Work is now underway to organise one-to-one interviews with key individuals and also gather information as we progress through the Frame part of the programme. Sue Wakeman Director of Human Resources Patient Experience & OD For One and All 5