Norfolk Community Health & Care NHS Trust (NCH&C) Our Certification Journey Terry Newman – Head of IM&T
Topics • About NCH&C - Vision and Values and our core services - Linking the Service Desk to the Trust’s Vision and Values • The journey to certification - From voicemail to 30-second average call wait time • People are your best asset! - Workforce strategy / talent mapping - IM&T staff development & progression • Celebrating Success • What next? • Our learning from the journey
Our vision, objectives and values Vision – “ To improve the quality of people’s live, in their homes and community, by providing the best integrated health and social care ” Key components of IM&T Service Desk Mission Statement • Excellent customer service • Exceptional technical advice • Efficient incident management • Build customer confidence and satisfaction empowering customers • Providing a friendly, knowledgeable and reliable single point of contact
A typical day for our clinical staff Mobile working technology in use (since 2013/14) and evolving every year Community staff update electronic patient records in real-time/near real- time using 3/4G and offline solutions Supporting paperless NHS/ Digital 2020 ambition / Digital maturity Transformation of working practices A responsive Service Desk has required a culture is essential not optional! change/enhanced levels of support
Our journey… 2012 First annual All calls went to Implementation Removal of customer 2011 voicemail of ACD system voicemail perception survey 2014 2013 Trust Induction NCH&C 2015 Service Desk NCH&C SLA and Locality becomes SDI staff ITIL trained Signed Meetings member Call Management System redeveloped 2016 Service Desk Process and Pipeline Process Institute Self Service procedures Introduction certification Portal improved assessment audit 2017 Service Desk Sharing best Institute Automated practice 2018 certification Patch knowledge with audit Management other Services Service Desk Institute 2019 surveillance audit Increased Continual benefit for IM&T Strategy service patients, staff Update improvement and NCH&C
People – Your best asset! • Use your Workforce Strategy and/or best practice • Grow your own talent and recruit motivated people • Develop your staff - On-the-job; 70% - Near-the job; e.g. Coaching/mentoring 20% - Off-the-job; e.g. Training 10% • Thank your staff personally • Facilitate recognition widely within your teams/organisation/externally • Celebrate success with them and involve the whole department
NCH&C Workforce Strategy • Recognition of workforce profile o 18% of workforce eligible to retire o Challenges in recruitment/retention o Deeper understanding/appreciation of attracting and retaining staff from different generations • Strategy supported by Talent mapping/development o “Grow your own” ethos and succession planning o Developing apprenticeships o Run well-led and engaging inductions to accelerate on-boarding o Leadership training for all levels (Leading in NCH&C, First Line Leader, Operational Leader, Strategic Leader)
IM&T Staff Progression Business Analyst Last 3 years:- • 16 x secondments Senior Service Desk Analyst • 10 x acting-up/internal promotions • 3 x apprentice developments • 3 x work experience opportunities Project Support Analyst IT Security Manager Configuration Project Support Specialist Engineer Senior Desktop Engineer Infrastructure IT Trainer Desktop Engineer Engineer
Celebrating success • Certification presentation by Chair of SDI to NCH&C Executive Director • Certification adds to feeling of pride in the service and within the organisation • Local media coverage • Success breeds success • IM&T wins NCH&C award for Best Team of the Year (Non-clinical) 2017 • Partners asking us to share best practice to improve their Service Desks • Being the best feels good! • Hard work pays off
Customer feedback “They’ve come a “They are really good. I couldn’t long way in a short amount of work without the IT time” department” “I used to call and hope certain people answered. Not anymore” “Simply the best “It’s an service desk I’ve exemplary worked with” service”
What next… Cross Departmental Call Continual Management Service Tool Improvement Advanced Knowledge DB and Self Service Portal Share expertise across Norfolk & Waveney SDI Attraction public sector Surveillance Audit
Summary • Understand and design your services to fit with organisation’s mission, vision and values • Help staff understand how they contribute • Certification – it is a journey • People are your best asset! • Celebrate and share success widely • Continuously think continual service improvement!
Learning from the journey People Process Technology Provide Set/agree Use best Use technology leadership and service levels Benchmark practice (ITIL, to underpin/ SDI) – the clue hire good to help with yourself support your people! expectation! is in the name improvements Visit the shop If you don’t Ask Give customers floor and often, Keep your customers for measure it, flexibility in how learn, come processes up- you can’t their opinion/ they contact back and to-date feedback manage it! you improve further Provide what Help to enable Look for Develop Take care staff to “get it” innovation your “lean” with forms customers with best processes Don’t blame (they can be want practice with the tools.. “ A fool perceived as customer in Adopt a continual service an obstacle) with a tool is mind still a fool…! ” improvement ethos
Thank you
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