Programme

Leadership

What are we trying to do?

To develop leadership capacity & capability across the organisation.

To increase the number development programmes and interventions available to junior, middle and senior managers to meet a full range of learning styles.

How will we know that a change is an improvement?

A % increase in band 7 and above staff accessing training.

What changes can we make that will result in improvement?

A Leadership & Management Strategy, which includes a talent management plan has been revised and circulated. A population of coaches will be established in the Trust with the aim of implementing an in-house coaching framework.

Programme

Customer Service

What are we trying to do?

To introduce a programme of customer service training across the Trust in January 2010 to improve the experience of patients and users to improve staff satisfaction.

How will we know that a change is an improvement?

A reduction of 10% in complaints which feature staff attitudes by June 2011. An increase of 10% of staff feeling satisfied with the quality of work and patient care they are able to deliver as reported in the National Staff Survey in 2011. An increase of 10% of staff agreeing that their role makes a difference to patients as reported in the National Staff Survey. An improvement of 20% on measures relating to communication in the National Patient Survey by 2011. % of staff completing the training programme.

% of staff completing NVQ level 2 & % of staff completing NVQ level 3.

What changes can we make that will result in improvement?

The customer service one day programme is accredited to one NVQ level 2 unit, ‘Prepare yourself to deliver customer service' and attendees will achieve a nationally recognised certificate following attendance and completion of a short workbook.

Programme

Reward & Recognition

What are we trying to do?

To implement a reward and recognition strategy to celebrate a range of successes
and achievements.

To ensure recruitment processes are robust and timely.

To ensure that candidates understand the Trust' core aims % improvement in retention rates.

How will we know that a change is an improvement?

% of staff able to contribute towards improvements at work (64% in 2008).

% of staff that would recommend the Trust as a place to work (46% in 2008).

Other measures for improvement to be agreed following assessment of baseline data.

What changes can we make that will result in improvement?

We've established “We're Proud of You”; an annual process celebrating achievement in the workplace.

We aim to introduce accreditation for Recruitment & Selection training delegates leading to a ‘licence to recruit' for selection panel Chairs.

Evaluation of the “top 10 turnover hotspots” by Ward/department underway.

A raft of interview questions is being produced to form ‘mandatory' questions associated with behaviours linked to Trust culture e.g. customer service skills/attitudes and motivational fit.