How service user experience can improve strategic direction and services / Sut all profiad...
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How service user experience can improve strategic direction and services
Sut all profiad defnyddwyr gwasanaeth wella cyfeiriad strategol a gwasanaethau
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Website www.audit.wales/good-practiceTwitter @GoodPracticeWAO #WAOexperienceBlog goodpracticeexchange.wordpress.comVimeo vimeo.com/walesauditofficePinterest pinterest.com/goodpracticewaoEmail [email protected] storify.com/GoodPracticeWAO
Sharing information Rhannu gwybodaeth
Alison WardChief Executive, Torfaen County Borough CouncilPrif Weithredwr, Cyngor Bwrdeistref Sirol Torfaen
Introductions
Cyflwyniadau
www.torfaen.gov.uk
[email protected]@allison_cwmtafwww.cwmtafuhb.wales.nhs.uk
Alison WilliamsChief Executive, Cwm Taf University Health Board Prif Weithredwr, Bwrdd Iechyd Prifysgol Cwm Taf
Introductions
Cyflwyniadau
David LloydTPAS (Tenant Participation Advisory Service) CymruTPAS (Gwasanaeth Ymgynghorol Cyfranogiad Tenantiaid) Cymru
@DavidTheLloyd
www.tpascymru.org.uk
Introductions
Cyflwyniadau
[email protected]@FranTargettwww.citizensadvice.org.uk/wales
Fran TargettChief Executive, Citizens Advice CymruPrief Weithredwr, Cyngor Ar Bopeth Cymru
Introductions
Cyflwyniadau
Does it matter what you call service users?
Oes ots beth rydych yn galw defnyddwyr gwasanaeth?
Alison WardChief Executive, Torfaen County Borough CouncilPrif Weithredwr, Cyngor Bwrdeistref Sirol Torfaen
Does it matter what you call service users?
Oes ots beth rydych yn galw defnyddwyr gwasanaeth?
• Defining the relationship • It’s not simple - we deliver a range of services
from regulation to child protection
• Diffinio’r berthynas • Nid yw’n syml – rydym yn cyflwyno
amrywiaeth o wasanaethau, o reoleiddio i amddiffyn plant
Alison WardChief Executive, Torfaen County Borough CouncilPrif Weithredwr, Cyngor Bwrdeistref Sirol Torfaen
Does it matter what you call service users?
Oes ots beth rydych yn galw defnyddwyr gwasanaeth?
• It's not what you call people but how you treat them
• Our customers can't choose to go elsewhere
• Y ffordd rydych yn trin pobl sy’n bwysig, nid beth rydych yn eu galw
• All ein cwsmeriaid ni ddim dewis mynd i rywle arall
Alison WilliamsChief Executive, Cwm Taf University Health Board Prif Weithredwr, Bwrdd Iechyd Prifysgol Cwm Taf
Does it matter what you call service users?
Oes ots beth rydych yn galw defnyddwyr gwasanaeth?
• We’re working with a diverse range of people - it’s not a one size fits all approach
• Rydym yn gweithio gydag amrywiaeth eang o bobl - does yna ddim un dull sy'n cwrdd ag anghenion pawb
Point 2
Alison WilliamsChief Executive, Cwm Taf University Health Board Prif Weithredwr, Bwrdd Iechyd Prifysgol Cwm Taf
Does it matter what you call service users?
Oes ots beth rydych yn galw defnyddwyr gwasanaeth?
• We should ask people how they want to be referred to
• Dylem ofyn i bobl sut maen nhw eisiau i ni gyfeirio atynt
David LloydTPAS (Tenant Participation Advisory Service) CymruTPAS (Gwasanaeth Ymgynghorol Cyfranogiad Tenantiaid) Cymru
Does it matter what you call service users?
Oes ots beth rydych yn galw defnyddwyr gwasanaeth?
• May need different names to reflect ‘service users’ who are at different stages of a service or to reflect legal relationships
• Efallai bydd angen enwau gwahanol ar ‘ddefnyddwyr gwasanaeth’ sydd ar gamau gwahanol o wasanaeth neu i adlewyrchu perthynas gyfreithiol
David LloydTPAS (Tenant Participation Advisory Service) CymruTPAS (Gwasanaeth Ymgynghorol Cyfranogiad Tenantiaid) Cymru
Does it matter what you call service users?
Oes ots beth rydych yn galw defnyddwyr gwasanaeth?
• Decide, explain it to staff and use it consistently
• Penderfynwch, esboniwch i staff a defnyddiwch o’n gyson
Fran TargettChief Executive, Citizens Advice CymruPrief Weithredwr, Cyngor Ar Bopeth Cymru
Does it matter what you call service users?
Oes ots beth rydych yn galw defnyddwyr gwasanaeth?
• What someone is called defines the power relationship and so care is essential
• Mae beth chi'n galw rhywun yn diffinio'r berthynas bŵer ac felly mae gofal yn hanfodol
Fran TargettChief Executive, Citizens Advice CymruPrief Weithredwr, Cyngor Ar Bopeth Cymru
Does it matter what you call service users?
Oes ots beth rydych yn galw defnyddwyr gwasanaeth?
• Services need to be clear, reflect people’s needs and engage with and respect them
• Rhaid i wasanaethau fod yn glir, adlewyrchu anghenion pobl, ymgysylltu â nhw a'u parchu
Questions?
Cwestiynau?
What are the strategic benefits of improved use of experience and engagement?
Beth yw'r manteision strategol o ddefnydd gwell o brofiad ac ymgysylltu?
Alison WardChief Executive, Torfaen County Borough CouncilPrif Weithredwr, Cyngor Bwrdeistref Sirol Torfaen
What are the strategic benefits of improved use of experience and engagement?
Beth yw'r manteision strategol o ddefnydd gwell o brofiad ac ymgysylltu?
• Working within financial constraints
• Gweithio o fewn cyfyngiadau ariannol
Alison WardChief Executive, Torfaen County Borough CouncilPrif Weithredwr, Cyngor Bwrdeistref Sirol Torfaen
• "Failure demand" is expensive. It's only by listening to customers that we can get things right first time
• Mae “methiant galw” yn ddrud. Dim ond drwy wrando ar gwsmeriaid y gallwn ni gael pethau’n iawn y tro cyntaf
What are the strategic benefits of improved use of experience and engagement?
Beth yw'r manteision strategol o ddefnydd gwell o brofiad ac ymgysylltu?
Point 1
Alison WilliamsChief Executive, Cwm Taf University Health Board Prif Weithredwr, Bwrdd Iechyd Prifysgol Cwm Taf
What are the strategic benefits of improved use of experience and engagement?
Beth yw'r manteision strategol o ddefnydd gwell o brofiad ac ymgysylltu?
• Re-designing services is an inevitability. People’s experiences are vital to help us understand how they access services and how we can target them
• Mae ail-gynllunio gwasanaethau’n anochel. Mae profiadau pobl yn hanfodol i'n helpu ni i ddeall sut maen nhw'n defnyddio gwasanaethau a sut allwn ni eu targedu
Point 2
Alison WilliamsChief Executive, Cwm Taf University Health Board Prif Weithredwr, Bwrdd Iechyd Prifysgol Cwm Taf
What are the strategic benefits of improved use of experience and engagement?
Beth yw'r manteision strategol o ddefnydd gwell o brofiad ac ymgysylltu?
• We’re dealing with complex issues. It can help us build a shared understanding of services
• Rydym yn delio gyda materion cymhleth. Gallai helpu ni i adeiladu dealltwriaeth ar y cyd o wasanaethau
David LloydTPAS (Tenant Participation Advisory Service) CymruTPAS (Gwasanaeth Ymgynghorol Cyfranogiad Tenantiaid) Cymru
• Effectiveness – Efficiency – Economic
What are the strategic benefits of improved use of experience and engagement?
Beth yw'r manteision strategol o ddefnydd gwell o brofiad ac ymgysylltu?
• Effeithiolrwydd – Effeithlonrwydd – Darbodusrwydd
David LloydTPAS (Tenant Participation Advisory Service) CymruTPAS (Gwasanaeth Ymgynghorol Cyfranogiad Tenantiaid) Cymru
• Sustainable provision of essential front-line and preventative services
What are the strategic benefits of improved use of experience and engagement?
Beth yw'r manteision strategol o ddefnydd gwell o brofiad ac ymgysylltu?
• Darpariaeth gynaliadwy o wasanaethau rheng flaen hanfodol a gwasanaethau ataliol
Fran TargettChief Executive, Citizens Advice CymruPrief Weithredwr, Cyngor Ar Bopeth Cymru
What are the strategic benefits of improved use of experience and engagement?
Beth yw'r manteision strategol o ddefnydd gwell o brofiad ac ymgysylltu?
• Less likely to get it consistently wrong and waste effort and resources
• Llai tebygol o fod yn anghywir yn gyson ac i wastraffu adnoddau a gwastraff
Fran TargettChief Executive, Citizens Advice CymruPrief Weithredwr, Cyngor Ar Bopeth Cymru
What are the strategic benefits of improved use of experience and engagement?
Beth yw'r manteision strategol o ddefnydd gwell o brofiad ac ymgysylltu?
• People are more likely to value and appreciate the services
• Mae pobl yn fwy tebygol o werthfawrogi'r gwasanaethau
Questions?
Cwestiynau?
What are the barriers to effective strategic use of engagement and experience and how do you overcome them?
Beth yw'r rhwystrau i ddefnydd strategol effeithiol o ymgysylltu a phrofiad a sut ydych chi'n eu goresgyn?
Alison WardChief Executive, Torfaen County Borough CouncilPrif Weithredwr, Cyngor Bwrdeistref Sirol Torfaen
What are the barriers to effective strategic use of engagement and experience and how do you overcome them?
Beth yw'r rhwystrau i ddefnydd strategol effeithiol o ymgysylltu a phrofiad a sut ydych chi'n eu goresgyn?
• The hard to reach are often those who are the heaviest users of our services.
• Yn aml, y rhai anoddaf i’w cyrraedd yw’r rhai sy’n defnyddio gwasanaethau fwyaf.
Alison WardChief Executive, Torfaen County Borough CouncilPrif Weithredwr, Cyngor Bwrdeistref Sirol Torfaen
• Social media reaches a whole range of previously inaccessible people
• The Torfaen mobile phone app has 25,000 users
What are the barriers to effective strategic use of engagement and experience and how do you overcome them?
Beth yw'r rhwystrau i ddefnydd strategol effeithiol o ymgysylltu a phrofiad a sut ydych chi'n eu goresgyn?
• Mae cyfryngau cymdeithasol yn cyrraedd llwyth o bobl nad oedd modd eu cyrraedd gynt
• Mae gan app ffôn symudol Torfaen 25,000 o ddefnyddwyr
Point 1
Alison WilliamsChief Executive, Cwm Taf University Health Board Prif Weithredwr, Bwrdd Iechyd Prifysgol Cwm Taf
What are the barriers to effective strategic use of engagement and experience and how do you overcome them?
Beth yw'r rhwystrau i ddefnydd strategol effeithiol o ymgysylltu a phrofiad a sut ydych chi'n eu goresgyn?
• People only engage when they’re unhappy. We need to get to people who will access services in the future
• Mae pobl yn cymryd rhan pan maen nhw’n anhapus. Rhaid i ni gyrraedd y bobl fydd yn defnyddio gwasanaethau yn y dyfodol
Point 1
Alison WilliamsChief Executive, Cwm Taf University Health Board Prif Weithredwr, Bwrdd Iechyd Prifysgol Cwm Taf
What are the barriers to effective strategic use of engagement and experience and how do you overcome them?
Beth yw'r rhwystrau i ddefnydd strategol effeithiol o ymgysylltu a phrofiad a sut ydych chi'n eu goresgyn?
• Have to use a variety of methods to reach people
• Rhaid defnyddio dulliau amrywiol i gyrraedd pobl
David LloydTPAS (Tenant Participation Advisory Service) CymruTPAS (Gwasanaeth Ymgynghorol Cyfranogiad Tenantiaid) Cymru
• Big, confusing, remote and formal public service organisations
What are the barriers to effective strategic use of engagement and experience and how do you overcome them?
Beth yw'r rhwystrau i ddefnydd strategol effeithiol o ymgysylltu a phrofiad a sut ydych chi'n eu goresgyn?
• Sefydliadau gwasanaethau cyhoeddus mawr, cymhleth, anghysbell a ffurfiol
David LloydTPAS (Tenant Participation Advisory Service) CymruTPAS (Gwasanaeth Ymgynghorol Cyfranogiad Tenantiaid) Cymru
• Organisational and governance culture
What are the barriers to effective strategic use of engagement and experience and how do you overcome them?
Beth yw'r rhwystrau i ddefnydd strategol effeithiol o ymgysylltu a phrofiad a sut ydych chi'n eu goresgyn?
• Diwylliant sefydliadol a llywodraethiant
Fran TargettChief Executive, Citizens Advice CymruPrief Weithredwr, Cyngor Ar Bopeth Cymru
What are the barriers to effective strategic use of engagement and experience and how do you overcome them?
Beth yw'r rhwystrau i ddefnydd strategol effeithiol o ymgysylltu a phrofiad a sut ydych chi'n eu goresgyn?
• How to get to people and the time taken to properly and openly engage. Overcome by already knowing your customers, they’re not different and time at this stage saves time later!
• Sut i gyrraedd pobl a'r amser a gymerir i ymgysylltu'n briodol ac yn agored. Goresgyn trwy wybod eich cwsmeriaid yn barod, dydyn nhw ddim yn wahanol ac mae amser ar yr adeg yma yn arbed amser yn y diwedd!
Fran TargettChief Executive, Citizens Advice CymruPrief Weithredwr, Cyngor Ar Bopeth Cymru
What are the barriers to effective strategic use of engagement and experience and how do you overcome them?
Beth yw'r rhwystrau i ddefnydd strategol effeithiol o ymgysylltu a phrofiad a sut ydych chi'n eu goresgyn?
• Fear of the consequences of appearing not to know the answer. Overcome by being honest and brave
• Ofn o ymddangos fel nad ydych yn gwybod yr ateb. Gallwch oresgyn hyn trwy fod yn onest ac yn ddewr
Questions?
Cwestiynau?
What advice would you give someone who wants to improve their strategic use of experience and engagement?
Pa gyngor fyddech chi'n ei roi i rywun sydd eisiau gwella eu defnydd strategol o brofiad ac ymgysylltu?
Alison WardChief Executive, Torfaen County Borough CouncilPrif Weithredwr, Cyngor Bwrdeistref Sirol Torfaen
What advice would you give someone who wants to improve their strategic use of experience and engagement?
Pa gyngor fyddech chi'n ei roi i rywun sydd eisiau gwella eu defnydd strategol o brofiad ac ymgysylltu?
• A customer focussed culture
• Diwylliant sy’n canolbwyntio ar y cwsmer
Alison WardChief Executive, Torfaen County Borough CouncilPrif Weithredwr, Cyngor Bwrdeistref Sirol Torfaen
• Don't just think about traditional ways of consulting and engaging, make use of the rich picture that data on customer behaviour can provide
• Peidiwch meddwl am ffyrdd traddodiadol o ymgysylltu ac ymgynghori yn unig, defnyddiwch y darlun ehangach a ddarperir gan ddata ar ymddygiad y cwsmer
What advice would you give someone who wants to improve their strategic use of experience and engagement?
Pa gyngor fyddech chi'n ei roi i rywun sydd eisiau gwella eu defnydd strategol o brofiad ac ymgysylltu?
Point 1
Alison WilliamsChief Executive, Cwm Taf University Health Board Prif Weithredwr, Bwrdd Iechyd Prifysgol Cwm Taf
What advice would you give someone who wants to improve their strategic use of experience and engagement?
Pa gyngor fyddech chi'n ei roi i rywun sydd eisiau gwella eu defnydd strategol o brofiad ac ymgysylltu?
• You have to engage continuously to build trust
• Rhaid ymgysylltu’n barhaus er mwyn adeiladu ymddiriedaeth
Point 2
Alison WilliamsChief Executive, Cwm Taf University Health Board Prif Weithredwr, Bwrdd Iechyd Prifysgol Cwm Taf
What advice would you give someone who wants to improve their strategic use of experience and engagement?
Pa gyngor fyddech chi'n ei roi i rywun sydd eisiau gwella eu defnydd strategol o brofiad ac ymgysylltu?
• You have to be able to demonstrate that you act on what you gain from experience and engagement
• Rhaid i chi dangos eich bod chi'n gweithredu ar beth rydyn chi'n dysgu o brofiad ac ymgysylltu
David LloydTPAS (Tenant Participation Advisory Service) CymruTPAS (Gwasanaeth Ymgynghorol Cyfranogiad Tenantiaid) Cymru
• Embed and plan in sufficient time for engagement in the strategic planning process
What advice would you give someone who wants to improve their strategic use of experience and engagement?
Pa gyngor fyddech chi'n ei roi i rywun sydd eisiau gwella eu defnydd strategol o brofiad ac ymgysylltu?
• Rhaid mewnosod a chynllunio ar gyfer ymgysylltu mewn digon o amser yn y broses gynllunio strategol
David LloydTPAS (Tenant Participation Advisory Service) CymruTPAS (Gwasanaeth Ymgynghorol Cyfranogiad Tenantiaid) Cymru
• Explain the reality of how you operate but be genuinely open to listen and respond to new ideas and solutions
What advice would you give someone who wants to improve their strategic use of experience and engagement?
Pa gyngor fyddech chi'n ei roi i rywun sydd eisiau gwella eu defnydd strategol o brofiad ac ymgysylltu?
• Esboniwch y realiti o sut rydych yn gweithredu ond byddwch yn wirioneddol agored i wrando ac ymateb i syniadau newydd a datrysiadau
Fran TargettChief Executive, Citizens Advice CymruPrief Weithredwr, Cyngor Ar Bopeth Cymru
What advice would you give someone who wants to improve their strategic use of experience and engagement?
Pa gyngor fyddech chi'n ei roi i rywun sydd eisiau gwella eu defnydd strategol o brofiad ac ymgysylltu?
• Do it at all times, make it the norm
• Gwnewch hyn bob amser, a'i gwneud y norm
Fran TargettChief Executive, Citizens Advice CymruPrief Weithredwr, Cyngor Ar Bopeth Cymru
What advice would you give someone who wants to improve their strategic use of experience and engagement?
Pa gyngor fyddech chi'n ei roi i rywun sydd eisiau gwella eu defnydd strategol o brofiad ac ymgysylltu?
• Respond to input positively and explain your final decisions in the terms of the engagement
• Ymateb i fewnbwn mewn ffordd gadarnhaol ac eglurwch eich penderfyniadau terfynol yn nhermau'r ymgysylltu
Questions?
Cwestiynau?
Website www.audit.wales/good-practiceTwitter @GoodPracticeWAO #WAOexperienceBlog goodpracticeexchange.wordpress.comVimeo vimeo.com/walesauditofficePinterest pinterest.com/goodpracticewaoEmail [email protected] storify.com/GoodPracticeWAO
Thank you / Diolch