1. The value of Voice within JSNA Susie Wright Policy Manager, Health and Well Being December 2008

2. What do we mean by Voice? Information about: Real views of people in our community What is important to people Experiences of using what we offer Desires, preferences and plans for the future Ideas about how to make things better Information used meaningfully by commissioners

3. Policy Context of Voice  JSNA  World Class Commissioning  Transformation of Social Care  Local Involvement Network (LINk)  Health & Well-Being Partnership

4. Voice and JSNA JSNA Hard Data Voice Information Information on:  Experiences  Current & future needs  Current & future preferences Information on:  Demography  Social & environmental context  Lifestyle & risk factors  Burden of ill health & disability  Services

5. “The JSNA process will be underpinned by… community engagement: actively engaging with communities, patients, service user, carers, and providers including the third and private sectors to develop a full understanding of needs” Guidance on Joint Strategic Needs Assessment, DH, 2007

6. . Latent Need Expressed Need Satisfaction with quality of services received Immediate preference for service provision and improvement Long term expectations and demands for services Voice Information from the broader population Information from interested stakeholder groups Information from existing service users and carers

7. . ANALYSE  Set parameters,  Market analysis,  Resource analysis,  Needs analysis,  Risk analysis,  Mapping user needs. PLAN  Confirm purpose,  Gap analysis,  Joint commissioning,  Strategy setting,  Service design & specification,  SLA DO  Change management,  Budget monitoring,  Market management,  Tendering & contract management. REVIEW  Strategy monitoring & review,  Contract monitoring & review. Evidence available for regulators & inspectors Users feel valued Improved range of services Improved relationships with stakeholders Increased transparency Positive culture of collecting & using Voice Fulfils duty of OHOCOS Improved quality of services Increased customer satisfaction JSNA influenced by Voice

8. Existing Good Practice Customer care & complaints Citizens Panel PAL S Specific consultation and involvement activity User-led, community and voluntary orgs Listening2Stockport website Local Involvement Network Contract monitorin g Corporate Register Of Consultatio n Research Governanc e Framework Making Research Count User & Patient Surveys Day to day contact Expert Patient Programm e I.B.s and D.P.s User Reps

9. Voice System Requirements

10. Where do we go from here?  Programme Board to develop a Voice Strategy  Audit of Voice collection and use  Consolidate existing support and systems  Develop routine approaches to capturing and using Voice  Identify required resources

11. Activity for your table: How can we innovatively and routinely collect the public’s perceptions?