Engaging Customers, Improving Performance

Janette — Mon, 14 Dec 2009 12:32:12 +0000

Understanding your customers is of key importance to any organisation. Listening to and involving people who use or who may use your services or products in developing these services or products helps to improve performance, transform services and develop a culture of inclusivity, respect, and open decision-making.

One of our areas of expertise is supporting and developing organisations to improve performance through better knowledge and involvement of their customers.

We are currently working with a Primary Care Trust to develop an intranet based toolkit that will help their staff to have the skills, knowledge and confidence to engage local people in planning and shaping local health services. It is hoped this toolkit will enable the organisation to support the achievement of the required competency for World Class Commissioning.

Please contact us if we can also support you to improve

Assessing Skills, Discovering Potential

Janette — Thu, 01 Oct 2009 11:30:57 +0000

Wilson Goodchild has been working with leaders, managers and clinicians at Bassetlaw PCT to assess their skills and capability to become World Class Commissioners.

Using the Department of Health guidance on World Class Commissioning Competencies we undertook a skills assessment with the senior team and the professional executive committee. The assessment took the form of 1-1 and telephone interviews with each participant considering whether the skill was something they were able to do, able to train others or an area that required development.

The results not only identified where the PCT strengths lay and where there was greatest need to develop. They also provided an indication of where there was internal capability to develop others and where an external solutions was required.

Individuals now also have a tool to use to inform their continuous professional development and which can be used to reflect on their progress. The sessions were valued by staff as the following informal feedback describes…

“Thank you for…..and also for a really useful and enjoyable meeting last week” (by e-mail from Penny)

and this is what the Chief Executive thought…

Janette is enthusiastic with a real interest in helping people achieve their potential. She has an optimistic and facilitative style working with us to develop solutions and encourage cross-organisational learning. I thoroughly recommend commissioning work from Janette her work is always delivered to time and is of a high standard.

We are now working with the PCT to use the knowledge gained from this exercise to design and facilitate their future leadership and management development programmes.

In addition to the services we provided to Bassetlaw, we are also able to offer an online skills assessment tool.

Can we help you discover the potential in your team? Please contact us to discuss.

Wilson Goodchild Ltd » World Class Commissioning

Engaging Customers, Improving Performance

Assessing Skills, Discovering Potential