1. Citizen Centred Engagement Releasing the Energy A Citizen Centred Model Diane Henderson Patient and Public Involvement Manager Betsi Cadwaladr University Health Board

2. 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

3. 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:

4. Citizen Centred Governance Putting the Citizen First Knowing Who Does What and Why Living Public Service Values Fostering Innovative Delivery Being a Learning Organisation Engaging with others

5. Corporate Commitment Chief Executives Corporate Management Team Vision Citizen focused ‘Can do’ approach – No barriers!! Learning organisation Empowered staff

6. Blue Peter – the Model!

7. A bit squidgy!

8. 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:

9. Staged approach – different delivery Familiarising Agree & Plan Inspire & Drive Action Evaluate & Re-energise

10. Focus on Bereavement Familiarisation Small test of change Clinical Support Directorate & SATCH Bereavement Services Organisational walkabouts Semi-structured interviews Familiarisation phase Workshop action phase

11. 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

12. 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.”

13. Inspire and Drive Independent facilitation -Dee Jones, PSMW critical friends / change leaders Project Leads Corporate & Directorate Support Motivational Speakers Small budget

14. 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!

15. Flexibility/Sustainability Evaluate & 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

16. 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 Card Review of environment: refurbished Bereavement Suite

17. 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!’

18. National recognition

19. Bereavement Office - before

20. Bereavement Office - after

21. Diane Henderson PPI Manager Betsi Cadwaladr University Health Board East & Central Telephone: 01978-727125 Email: DIANE.HENDERSON@wales.nhs.ukDIANE.HENDERSON@wales.nhs.uk