Renfrewshire Community Health Partnership Committee (Paper …library.nhsggc.org.uk/mediaAssets/CHP...

Renfrewshire Community Health Partnership Committee(Paper No: 08/11)

Date: 25th April 2008Author: Sylvia Morrison Head of Health & Community CareAgenda Item: Renfrewshire CHP Communication Framework and Action Plan

1. Introduction & Background

1.1 Effective internal and external communication is vital to ensure that staff,independent contractors, service users, local community groups and partnerorganisations are kept involved in and updated on the work of RenfrewshireCHP.

1.2 The CHP Communication Group is a sub group of the Professional ExecutiveGroup and is co Chaired by the Head of Health & Community Care and Chairof Staff Partnership Forum.

1.3 Work over the last 15 months included:

• A series of large scale communication and engagement events• Communication audit;• CHP website development;• Senior Management Team meetings with staff group independent

contractors and partner agencies;• Improved email management including guidance & training for staff;• CHP Staff Newsletters.

1.4 Last year the PEG agreed that following the successful implementation of theearly work plan, a three year CHP communication framework should bedeveloped by the Communications Executive Group.

2. Producing the Framework

2.1 The communication framework and associated action plan have beendeveloped over the last 6 months with close reference to both NHS GreaterGlasgow & Clyde and Renfrewshire Councils’ Communication Strategies. Theadvanced draft was shared initially with the Senior Management Team andsubsequently distributed widely for a 4 week consultation period.

2.2 The purpose of the communication framework is to establish robustprocesses that support communication. It is intended that service levelcommunication plans remain and that the framework provides an overarching approach within which service plans should be considered to promotesuccessful delivery of CHP Development Plan.

W:\RCHP Formal Meeting Folder\CHP Committee\2008\25-04-08\Paper No 08-11.doc 2

2.3 The action plan sets out what we do each year and describes how we willmeasure our progress. Everyone has a responsibility to ensure thatcommunication is as effective as possible including taking early action tohighlight any area of shortcoming in order that improvement can besustained.

3. Monitoring and Evaluation

3.1 A communication matrix has been developed to assist in the evaluation of theannual action plans. It is intended that a combination of quantitative andqualitative methods will be used to assess progress and inform future reportsto the PEG, SMT and CHP Committee.

3.2 Written reports against agreed actions will be provided on a six monthly basis.

Recommendations

• The Committee is asked to note progress and endorse the attached CHPCommunication Framework and Action Plan.


RENFREWSHIRE COMMUNITY HEALTH PARTNERSHIP

COMMUNICATION FRAMEWORK AND ACTION PLAN

2007 – 2010


Contents Page

Page

1. Front Cover 1

2. Contents Page 2

3. Communication Framework 3 – 6

4. Appendix 1 : Action Plan 7 – 15

5. Appendix 2 : Communication Group, Terms of Reference 16 – 17

6. Appendix 3 : Membership of Communications ExecutiveGroup

18

7. Appendix 4 : Media Guidance 19 – 20

8. Appendix 5 : Communication Mechanisms 21

9. Appendix 6 : Corporate Objectives and TransformationalThemes

22

10. Appendix 7 : Renfrewshire Council, CommunicationsOperating Plan July 2007 – March 2009

23 – 43


Renfrewshire Community Health PartnershipCommunication Framework and Action Plan2007 – 2010

1. Introduction

1.1 Effective internal and external communication is vital to ensure that staff,independent contractors (doctors, pharmacists, optometrists, dentists) serviceusers, local community groups and statutory and voluntary organisations arekept involved and updated on the work of Renfrewshire Community HealthPartnership (CHP).

1.2 Good communication supports effective practice, service user satisfaction,service planning and development, thereby contributing to improvingoutcomes for our population. This paper presents an outline CommunicationFramework and Action Plan for the CHP for the period 2007 to 2010.

1.3 The CHP Communications Group (see Appendix 2 for Membership and Termsof Reference) is a sub-group of the Professional Executive Group (PEG) andis co-chaired by the Head of Health and Community Care and Chair of theStaff Partnership Forum. Early work included:

• Four large-scale communication and engagement events, twodelivered in June 2006 and two delivered in February 2007

• Communication audit completed June 2007• Development of CHP Website• Dissemination of CHP logo and house style for all communications• Timetabled meetings of CHP Senior Management with staff groups, independent contractors, partner agencies• Guidance for staff on the effective use of email• Two CHP staff newsletters issued

The work of this initial group was formally concluded in March 2007.

1.4 Following completion of the early work, the PEG agreed that the next step wasto produce a three year CHP communication framework. This is consistentwith both the NHS Greater Glasgow & Clyde (NHSGGC)http://www.staffnet.ggc.scot.nhs.uk/NR/rdonlyres/F3AD277E-0845-474C-A4DC-C81A4A33E297/34402/050CorpCommsStrategy20072010.pdf andRenfrewshire Council’s Communications Strategies (see Appendix 7).

1.5 The development of the Framework and Action Plan is led by the CHPCommunication Executive Group (see Appendix 3). This Framework is subjectto full consultation within the CHP and future approval by the SeniorManagement Team and the PEG by 29th February 2008.


2. Purpose and Objectives

2.1 The purpose of this Communication Framework is to establish robustprocesses that support good communication. This framework is not to replaceservice communication plans - this document provides an overarchingframework within which service communication plans should be considered.This approach will assist us to continually improve outcomes for ourpopulation. The benefit of this approach is that there is an explicit, agreedcommitment to CHP communication that all staff can use to:

• Promote a better understanding of the CHP and its services• Handle media enquiries• Ensure all communication needs are met across services• Make information more accessible• Encourage greater participation• Ensure communication is two-way• Meet our statutory obligations in relation to communication e.g. data

protection, staff governance standard

2.2 The implementation of this communication framework and delivery of theaction plan will contribute to the CHP meeting the NHS Greater Glasgow andClyde Corporate Objectives and Transformational Themes (see Appendix 6).To ensure that this linkage is explicit, each of the actions within the action planis referenced to the relevant objectives and themes.

2.3 The action plan sets out what we will do each year and how we will reviewprogress. Our objectives are:

• To raise awareness of CHP services• To encourage the participation of the public, service users, carers and

community organisations in how we plan, deliver and review ourservices

• To inform and involve staff as part of our commitment to ensure we• meet the Staff Governance Standard• To seek honest and open feedback on our performance

2.4 The Communication Framework and action plan is key to ensuring thesuccessful delivery of the CHP development plan.http://library.nhsgg.org.uk/mediaAssets/CHP%20Renfrewshire/FINAL%20RCHP%20Devleopment%20Plan%202007-2010%20020407.pdf

2.5 The delivery of this framework and subsequent action plans will adhere toNHSGGC Communications Strategy key principles:

• There will be consistent themes, messages, tone and style that ensurea consistent look and feel to all NHSGGC and CHP communications

• We will ensure that our staff and members are informed aboutNHSGGC and CHP initiatives first or simultaneously with outsideaudiences. They should not be surprised by what they hear about theorganisation from other sources e.g. media

• All communication should be honest, open and two-way


• All communication to be timely, accurate and reflect the corporateposition of the organisation

• Plain English should be used at all times• All materials used for internal and external communication will reflect

the corporate style and brand identity and be instantly recognisable asbeing from the CHP and NHSGGC

• The diverse needs of NHSGGC’s and CHP’s communities should betaken into account

3. Internal Communication

3.1 We define internal communication as communication with our staff andindependent contractor staff.

3.2 The following channels and methods will be used. Specific actions andtimescales are detailed in the action plan (see Appendix 1).

• Intranet• Newsletters – CHP Staff Newsletter and NHSGGC Staff Newsletter• Direct communication with staff including email, local briefings,• meetings and events• Team Brief• Core Brief

4. External Communication

4.1 We define external communication as communication with all audiences.

4.2 The CHP will promote the free-flow of communication.

We will use the following channels and methods:• Renfrewshire CHP Website• Public Information (including service directory)• Media• Public Magazines• Local Communication Plans for specific issues/projects

We will work in partnership with:• Local communities and stakeholders including Staff Partnership Forum

(SPF)• Public Partnership Forum (PPF)

5. Roles and Responsibilities

5.1 Everyone has a responsibility for ensuring that communication is as effectiveas possible in giving and receiving information. This includes individualresponsibility to highlight areas of shortcomings with a view to immediateimprovement. Specific responsibilities around communication include:

• All staff – each of us has a responsibility for maintainingconfidentiality, adhering to guidelines such as Data Protection andCaldicott and referring media enquiries directly to the press office (seeAppendix 4). Staff have a role in actively seeking out information onan ongoing basis to ensure personal and service development. Staff


development on communication issues/skills will be provided and aresource list of useful websites/resources.

• Managers – all managers are responsible for implementing theCommunication Framework and in championing communicationswithin their area of managerial responsibility

• Public Partnership Forum (PPF) – no individual member of the PPFshould speak to the press or represent the PPF without the priorconsent of the Executive Group. All press contacts should be made inthe first instance through the Service Development Officer. Thesupport must ensure that the CHP is aware of any correspondencebefore the PPF Executive Group contacts the press, and vice versa,and that the CHP/PPF are given the opportunity and are able torespond to this. Please note this does not preclude any individual ororganisation speaking to the press but they must be clear that they arenot representing the PPF

6. Monitoring and Evaluation

6.1 To ensure that we are utilising a wide range of communication mechanismsand targeting all aspects of the communication process, a “communicationmatrix” has been developed.

This matrix is provided (see Appendix 5) and will be used as part of theevaluation of the annual action plans. It is likely that a mix of qualitative andquantitative methods will be used to assess progress and inform reports.

6.2 In addition to this general approach, specific monitoring and evaluationprocesses will be used for each of the actions identified in the action plan (seeAppendix 1).

7. Reporting and Performance Management

7.1 The core communication group, chaired by a member of the SeniorManagement Team (SMT), will be retained as a sub group of the ProfessionalExecutive Group (PEG). Additional members may be co-opted as required.

7.2 Written reports on progress against agreed actions will be provided to SMT,PEG and CHP Committee on a six monthly basis commencing April 2008.

8. Finance

Currently implementation of our Communication Plan is funded from existingservice budgets and supported by the NHS Greater Glasgow & ClydeCommunications Team.


Appendix 1Renfrewshire Community Health PartnershipAction Plan 2008/2009

Action Lead Officer Timescale Outcomes Monitoring &

EvaluationProcess

Ref.CorporateThemes

Ref.TransformationalThemes

Internal Communications1 Development of local

pages/folders on NHSGreater Glasgow &Clyde (NHSGGC)Intranet• Guidance required

on content andprocess for CHPlevel and servicelevel intranetpages

• Include acompetition toencourage staff toproactively usethe intranet

• Seek SeniorManagementTeam (SMT)approval forreallocatingdocuments to theintranet, using aphased approach

• Training for localauthors

JeanStill/AngelaMcLelland

March 2008

June 2008

June 2008

Ongoing

June 2008

• Positive impact oncommunicationculture

• Accurate/currentfully populatedintranet

• Increased targetedinformation

• Less paper beingprinted

• Trained staff whocan input to theintranet effectively

• Number of hitson the intranet

• Monitoring thelist ofdocumentsposted on theintranet

• 6 monthlyaudit of usageand usefulnessof the intranet

• Focus Group

1, 5, 7 3, 5, 6


• Introduce aheader/footerwhich urges staffnot to print offdocuments ifpossible

2 NHSGGC Core Brief• Operational

Managers toensure a processis in place for allstaff to haveaccess to corebriefs, staffpartnership briefsand ScottishGovernment briefson the same dayof issue

• OperationalManagers musthave discussionwith staff on thecontent of the corebrief

Jean Still Ongoing • Positive impact oncommunicationculture

• Increased targetedinformation lesspaper being printed

• All staff receivecurrent/accurateinformation aboutissues that affectthem and their work

• Focus Groupparticularlytargeting thehard to reachgroups

• 6 monthly auditof theeffectiveness ofcommunication

1, 5, 7 1, 3, 5, 6

3 Introduction of TeamBrief in line withNHSGGC guidanceand process• Local

implementationplan – awaitingguidance fromcommunicationdepartment

David Leese • Positive impact oncommunicationculture


• As defined inthe localimplementationplan

1, 5, 7 1, 3, 5, 6


• Ensure process inplace for JointServices

• All staff receivecurrent/ accurateinformation aboutissues that affectthem and their work

4 CHP Newsletters• Issue 2/3

newsletters peryear, targeted atall CHP staff andcontractors anddistributedhardcopy andelectronic

• Guidance oncontent ofnewsletters,issued to allmanagers fordistribution to allstaff

• Ensure distributionlist is current andaccurate

SylviaMorrison/AngelaMcLelland

Six monthly • Positive impact oncommunicationculture



• Staff haveincreasedresponsibility forcontributing to CHPnewsletters

• Six monthlyaudit

• Focus group• Monitor the

number andcontent of allnewsletters

• Contact staffwho havecontributed tonewsletters forfeedback ontheeffectiveness ofguidance

5, 7 1, 3, 5, 6

5 Submission ofmaterials forNHSGGC StaffNewsletter• Develop and issue

guidance onsubmissions

• Encourage localinput to thesepublications

Jean Still

29th

February2008Ongoing




• 6 monthly audit• Focus group• Monitor the

number ofnewsletters

5, 7 1, 3, 5, 6


• Ensure distributionwithinRenfrewshire

Ongoing • Staff haveincreasedresponsibility forcontributing tonewsletters

• Contact staffwho havecontributed tonewsletters forfeedback ontheeffectiveness ofguidance

6 Direct communicationwith staff• Ensure that

communicationwith staff is core toall managementand leadershipdevelopment,Knowledge &Skills Framework(KSF) work andPersonalDevelopment Plan(PDP)developmentactivity to ensurewe meet ourobligations underthe StaffGovernanceStandards

Cathy Fox /MoragO’Donaghue

31st January2008

• Managers and staffproactively takeresponsibility tocommunicateeffectively

• Improvedimplementation ofservice change andCHP development

• Reduce sicknessabsence

• Audit every 6months via theCHPDevelopmentGroup

• Focus Group

1, 5, 7 1, 3, 4, 5, 6, 9

• SeniorManagementTeam (SMT)members toensure that allservice

SylviaMorrison

29th

February2008

• Annually take arandom sampleof strategydocuments toensurecommunication


strategies/reviews/redesigns includesa communicationplan which isconsistent with theBoardscommunicationstrategy and thisCommunicationFramework

plans are inplace

7 Issue Board mediaprotocol to seniormanagers across theCHP• Agree with CHP

Director thedistribution list forthe Board mediaprotocol and theintended approachto training

• Review theapplication ofcurrent mediapolicy with all CHPstaff

SylviaMorrison

SusanClocherty/Elaine Byrne

29th

February2008

October2008

• Agreed approach tomedia handlingwithin the CHP

• Appropriately trainstaff

• Improved quality ofmedia contact

• Increased goodnews coverage inlocal media

• Audit ofapplication ofcurrent mediapolicy

• Distribution ofBoard mediaprotocol

• Trainingapproachagreed andresourced

1, 5, 7 1, 5, 7, 9

External Communications8 Community and

StakeholderEngagement• SMT members to

ensure that allservicestrategies/reviews/redesigns includesa communication

SylviaMorrison

29th

February2008


• Improvedimplementation ofservice change andCHP development

• Annually take arandom sampleof strategydocuments toensurecommunicationplans are inplace whichsupport

1, 3, 5, 7 1, 3, 4, 5, 6, 9


plan which istargeted at staffand the localpopulation,ensuring theprinciples withinsection 2.5 of thisFramework

• Work with thePublic PartnershipForum (PPF) toidentify the needsof the CHPpopulation aroundcommunication

• Develop a focusgroup via the PPFto review theeffectiveness ofCHPcommunication

• Ascertain thefeasibility of aservice directoryfor the CHP

Fiona Mackay/SusanClocherty

Fiona Mackay/SusanClocherty

SylviaMorrison/JeanStill

End ofApril 08

End ofApril 08

End ofFebruary08

• Increased contactbetween theservices and thelocal population

• More targeted andimprovedinformation for thelocal population onCHP services

• More involvementopportunities for thelocal population

effectivecommunicationwith the localpopulation

• Focus groupestablished andfeedbacklistened to andacted upon

• Monitor webcontact withlocal population

• Decision madeon whether theCHP willdevelop aservicedirectory

9 Development ofRenfrewshire CHPWebsite:• Guidance required

on content andprocess for CHPwebsite

• Seek SeniorManagementTeam (SMT)approval for

JeanStill/AngelaMcLelland

February2008


• Accurate/currentfully populatedwebsite

• Increased targetedinformation

• Less paper beingprinted

• Trained staff who

• Bi-annualreview ofwebsite contentby the CHPCommunicationGroup(September,March)

1, 4, 5, 7 3, 5, 9


reallocatingdocuments to theCHP website,using a phasedapproach

• Training for localauthors

• Review list of localauthors, use oftheir skills andongoing trainingneeds

can input to thewebsite effectively

10 Issue Board mediaprotocol to seniormanagers across theCHP• Agree with CHP

Director thedistribution list forthe Board mediaprotocol and theintended approachto training

• Review theapplication ofcurrent mediapolicy with all CHPstaff

SylviaMorrison

SusanClocherty/Elaine Bryne

29th

February2008

October2008

• Agreed approach tomedia handlingwithin the CHP

• Appropriately trainstaff

• Improved quality ofmedia contact

• Increased goodnews coverage inlocal media

• Audit ofapplication ofcurrent mediapolicy

• Distribution ofBoard mediaprotocol

• Trainingapproachagreed andresourced

1, 5, 7 1, 5, 7, 9

11 Contributing to otherpublications:Renfrewshire CouncilMagazine• Agree a process

and costs for CHPinput to the

SylviaMorrison

29th

February2008

• Increased positivenews coverage forthe CHP


• Increased targeted

• Six monthlyaudit

• Focus group• Monitor the

number ofsubmissions tothese

1, 3, 5, 7 1, 3, 5, 6, 8, 9


Council Magazine• Agree a process

and costs for thedistribution of theMagazine to allCHP staff

Board’s Health News• Develop and issue

guidance onsubmissions tothis publication

• Ensure distributionof this publicationwithinRenfrewshire

Jean Still

information• All staff receive

current/ accurateinformation aboutissues that affectthem and their work

• Staff haveincreasedresponsibility forcontributing tonewsletters

publications

• Contact staffwho havecontributed tothe Board’sHealth Newsfor feedback ontheeffectiveness ofguidance

• Monitor anydistributiongaps

General12 Learning and

Education• Identify the

Learning andEducation Needsaroundcommunication tosupport all CHPstaff and PPFExecutive GroupMembers in allaspects of thisframework andaction plan,ensuring thatthese needs are

SylviaMorrison/MoragO’Donaghue

End ofApril 08

• Improvedcommunicationskills


• Reducedcomplaints receivedwhich stem fromcommunicationissues

• Monitoring viathe CHPdevelopmentgroup

• Learning needsidentified andincluded in theCHP Learningand EducationPlan

• Developmentdelivered andevaluated

• Focus group• Communication

needs arising

1, 5, 7 1, 2, 3, 4, 5, 6, 9


captured andresourced in theCHP Learning andEducation Plan

• Deliver the agreedtraining anddevelopment andevaluateoutcomes

• Work with in-house andexternal expertiseto identify thecommunicationneeds arising fromthe equality anddiversity agenda,put plans in placeto meet theseneeds and identifyany trainingrequirements forCHP staff

from diversityagendaidentified andplans in placeto meet theseneeds

13 Resource list of usefulwebsites/resources

Elaine Bryne October2008



• Resource listproduced

• Gain feedbackon usefulness

1, 3, 4, 5,7

3, 5, 6


Appendix 2

Renfrewshire Community Health PartnershipCommunications GroupTerms of Reference

1. Context

The emerging CHP held two Staff Communication and Engagementevents in June 2006 with the aim of informing staff on progress with thedevelopment of the CHP, its Committee and other governancestructures, organisational and working arrangements.

As a key action, the CHP Management Team has agreed to establish a CHPCommunications Group, to operate initially until March 2007. The Terms ofReference for this group, membership and meeting cycle are set out below.

2. Role/Remit of the CHP Communications Group

It is proposed that the CHP establish a Communications Group withrepresentation from the main staff groups. The purpose of the group is toshape and direct the development of a communication and engagementprocess and related action plan across the CHP and from this, to ensure thereis broad and deep communication and engagement across the range of issues.

Specifically, the group will have responsibility to:

• Establish a communication and engagement work programme thatcovers a range of communication media and ensures regular and up todate communication is available and accessible for all staff workingwithin the CHP and to relevant partner organisations as appropriate

• Ensure the CHP communication arrangements reflect corporatesystems and processes

• Ensure effective communication arrangements extend to the CHP, StaffPartnership and the Public Participation Forum

• To identify new or additional methods of communication andengagement and to test suitability

• To ensure that all leaders and managers within the CHP are equippedto support the communication and engagement processes whichenable all staff/staff groups to be informed and have access to up todate information and communications

• Ensure that the organisation transformational themes are furtherembedded as part of the communication arrangements

• Ensure that team leaders and managers have access to CHPinformation, presentations/presentation materials to enable their role as‘key communicators’

• Establish arrangements for a regular monitoring of effectiveness ofcommunication arrangements and make recommendations forimprovement where required


3. Membership of the Group

The proposed membership of the Group is set out below:

David Leese CHP DirectorSylvia Morrison Head of Health and Community CareJean Still Head of AdministrationFiona Mercer Head of Planning and Health ImprovementChris Johnstone Clinical Governance Lead GPAnne Burns Public Health PractitionerSusanClocherty

Public Health Practitioner

AngelaMcLelland

Development Officer

GillianPlumridge

Senior Podiatrist

HelenMcDonald

Dietetic Representative

Fiona McNeney Physiotherapy RepresentativeKirsty Gilbert Speech & Language RepresentativeLiz Denny Lead NurseGrahamStewart

Lead Paediatrician

HaiderMamdani

Lead Paediatrician

KirstenDrummond

Physiotherapist

Jill Carson Speech & Language TherapistKaren Ross CAMHS NurseGill Fraser Clinical PsychologistAgnesSutherland

CAHMS Nurse Specialist

Susan Couttie Practice NurseGrace Innes District NurseMargaretLauder

MATCH/liaison/Out of Hours

Alison Kelly School NurseElaine Byrne Health VisitorIna Jefferson Practice ManagerJanet Wilson Practice Nurse

4. Meeting Cycle

The first meeting of the group is scheduled for 25th August, 2006.

The Communications and Engagement Group will meet on a six weekly basisto March 2007 (dates of future meetings to be confirmed). At that point areview will be undertaken of the effectiveness of the work to date and futuremeetings cycle.

5. Accountability and Reporting

The Renfrewshire CHP Communications and Engagement Group will bechaired by the CHP Director. The group will be a formal sub-group of theProfessional Executive Group (PEG) and will report regularly to the PEG, CHPManagement Team and CHP Committee on progress and issues.


Appendix 3

Renfrewshire Community Health PartnershipMembership of Communications Executive Group

Name Designation

Sylvia Morrison Head of Health & Community Care (Chair)

Jean Still Head of Administration

Elaine Byrne Team Leader Health Visiting

Elsbeth Campbell Corporate Communications

Susan Clocherty Public Health Practitioner

Cathy Fox Senior Organisational Development Advisor

Angela McLelland Service Development Officer


Appendix 4Renfrewshire Community Health PartnershipMedia Guidance – Community Health Partnerships (CHPs)

BackgroundStaff working in CHPs should refer to the attached media guidance which reflectsexisting best practice, includes updated contacts details for communications staffand is line with previous guidance issued to staff working within primary careservices.

Media EnquiriesIn line with existing practice across NHSGGC, all media enquiries should be directedto the NHS Greater Glasgow and Clyde Press Office (contact details are listed at theend of this document). Any member of CHP staff who is contacted direct by themedia should not make any comment or statement and ask the journalist to contactthe NHSGGC Press Office. They should also inform their line manager so they areaware of the approach. In addition, journalists/photographers/camera crews shouldnot be invited onto any NHS Greater Glasgow and Clyde premises without the prioragreement of the NHSGGC Press Office and the relevant Head of Service.

Press office staff will also ensure relevant CHP staff are kept informed of any mediaenquiries or activities relating to the CHPs, including those received out-of-hours. Ingeneral, comments relating to CHPs will be attributed to a spokesperson for theCHP. This will normally be the CHP Director, relevant Head of Service or Chair ofthe CHP committee, depending on the issue. Where the media enquiry relates to ajoint service or initiative, the NHSGGC Press Office will liaise with the relevantpartner local authority or organisation to agree a response.

Proactive CommunicationsThe NHSGGC Corporate Communications Departments will work together with CHPstaff to proactively promote the work and services of all 11 CHPs across GreaterGlasgow and Clyde. This will include drafting and issuing press releases, arrangingphoto-calls and media briefings and organising feature articles in local publications.

A lead officer from the designated CHP should also be identified at the outset toagree publicity arrangements and sign off press releases on behalf of the CHP.

All proactive communications and comments relating to the work of the CHP must beagreed in advance and issued on NHSGGC news release headed paper. Where theproactive communications relate to a joint service or initiative, the NHSGGC PressOffice will liaise with the relevant partner local authority or organisation to agreepublicity arrangements.

Corporate CommunicationsThe core corporate publications of NHSGGC will remain the key communicationvehicles to raise awareness of the work of CHPs amongst staff and the generalpublic.

These are Health News (NHS Greater Glasgow and Clyde’s public newspaper) andStaff News (NHS Greater Glasgow and Clyde’s staff newsletter). CHPs will also beencouraged to produce additional publications that update staff and localcommunities on their work and services. These include local staff briefings andservice directories.


Each CHP has its own web pages that can be accessed direct from the NHS GreaterGlasgow and Clyde web site (www.nhsggc.org.uk) Each CHP will identify leadindividuals who will be responsible for reviewing and updating their local web pageson a regular basis on behalf of the CHP.

Staff within each CHP will also be identified to take responsibility for updatinginformation on their local section of the NHSGGC intranet (Staffnet).

NHS Greater Glasgow and Clyde’s Press OfficeDuring office hours - 0141 201 4429. Out of hours the duty press officer for NHSGreater Glasgow and Clyde can be contacted on 0141 201 4429.

Media Manager Emma GregoryCommunications Officers Lorraine Dick (Senior Press Officer) Annalena Winslow,

Susan Carden

NHSGGC Health News

Dawn Thom, Communications Manager (External Communications) 0141 201 4912

NHSGGC Staff Newsletter

Andrea Thompson, Communications Officer (Internal Communications) – 0141 2014995.

NHS Greater Glasgow and Clyde Web-site

Brian McMullan – Web Developer – 0141 201 4757

Lucy Hartley - Web Officer – 0141 201 4916

NHS Greater Glasgow and Clyde Intranet (Staffnet)

Sarah Jane McCready – Intranet Development Officer – 0141 211 0347


Appendix 5

Renfrewshire Community Health PartnershipCommunication Mechanisms

(This table presents the most useful communication mechanisms for each stage of the communication process)

Mechanism Awareness Understanding Support Participation Commitment One-way Two-wayConferences &EngagementEvents

X X X X X X

Presentations X X XNewsletters X X XE-Mail X X X XIntranet X X X XTeam Brief/Team Meetings

X X X X X X X

Workshops X X X X X X XGraffiti boards XOne-to-one X X X X X X XNetworking X X X X X XRoadshows X X X


Appendix 6

Renfrewshire Community Health PartnershipCorporate and Transformational Themes

NHS Greater Glasgow and Clyde (NHS GGC) Corporate Objectives:

1. Improve Resource Utilisation: making better use of our financial, staff andother resources

2. Shift the Balance of Care: delivering more care in and close to people’shomes

3. Focus Resources on Greatest Need: ensure that the more vulnerablesectors of our population have the greatest access to services andresources that meet their needs

4. Improve Access: ensure service organisation, delivery and location enableeasy access

5. Modernise Services: provide our services in ways and in facilities which areas up to date as possible

6. Improve Individual Health Status: change key factors and behaviours whichimpact on health

7. Effective Organisation: be credible, well led and organised and meet ourstatutory duties

NHS Greater Glasgow & Clyde Transformational Themes:

1. Achieving an organisation in which the component parts work together toshared aspirations and objectives, not competing ones, and managers andclinical leaders work in teams with shared values and priorities

2. The whole top team and organisation contributing to leadership on healthimprovement and tackling inequalities

3. Focusing on service improvement and equipping and supporting frontlinestaff and first line managers to help us deliver it

4. Moving away from functional systems of management to generalmanagement with managers at all levels responsible for the quality ofservice delivered to patients and professional staff developed intomanagement and leadership roles

5. An organisation where people take responsibility for their area of work andfor the wider performance of the organization

6. An organisation focused on learning and development, as individuals andcollectively, to improve our performance

7. A culture of clear objectives, accountability and performance managementat all levels

8. Driving integration of acute and community and health and social careservices to improve the experience of patients

9. Leaders and managers who have a value base of public services, acting inthe interests of patients and the communities we service, behave in acollaborative not competitive way but constructively challenge each other


Appendix 7Renfrewshire CouncilCommunications Operating Plan July 2007 – March 2009

Caring Renfrewshire

Key messages:

CR1 “We are investing £17 million in new care homes and day centres to provide improved facilities and care for older people.”

CR2 “We are committed to helping those who need us most – the youngest, the oldest, people with physical or mental disabilities, people with addictions toalcohol or drugs and those who are socially excluded.”

CR3 “We support carers and we value what they do.”

Subject Keymessages

Key milestones/timescales Communications activities Responsible

officerNew care homes/daycentres for elderly

CR1 Phase 2: New carehome at BlackfordRoad, Paisley –opening in Spring2008

Phase 3: New carehome at CockelsLoan, Renfrew -completed late 2008

Feature in spring issue (2008) of Renfrewshire magazine (as per Phase1 feature on Montrose care home and day centre) – also published oncommunity website. Blackford Road feature to include progress updatefor Cockels Loan.

Press releases and photocall on opening of new care home at BlackfordRoad/ start of work at Cockels Loan/ completion at Cockels Loan

Information specifically for families of those moving to the new homes

Leaflet promoting positive image of what a care home is/what it offers

Include footage of new care homes in corporate video; publish oncommunity website

Feature on a residents’ views on his/her life in the new home

SW DEPT/CCU


Financial Inclusion CR2 Helpline launchcampaign – Autumn2007

Financial inclusion communications strategy to be approved by Councildepts/external partners in August 2007. Various strands of financialinclusion campaign already being brought together under one brand.Includes:

• Advice and help – Advice Works, credit union, etc• Increasing benefits uptake• Helping those with rent arrears

Financial inclusion strategy working group formed with reps from Counciland external partners, including voluntary sector. Communications will bestandard item on agenda.

FINANCIALINCLUSIONSTRATEGYGROUP/CCU

Fostering andAdoption

CR2, CR3 Fostering Fortnight(annually in May)

National AdoptionWeek(annually inNov)

Recruitment event(annually in Feb)

Continue to implement the fostering and adoption communicationsstrategy. Activities include:

• Press coverage using positive case studies• Direct marketing – leaflet drop in various towns• Newspaper and radio advertising appealing for new carers• Promotion of recruitment event

SW DEPT /CCU

Provost’s CommunityAwards

CR3 Nominations period:Sep- Nov 2007

Awards ceremony: 14March 2008

Similar schedule for08-09 awards

Conduct an evaluation of the awards format (structuring awards aroundthese communications themes could widen community participation)

Feature in Renfrewshire magazine (Sep 2007) appealing for nominations– replicated on community website

Agree media schedule with local press: press release with photocall ofProvost launching the appeal for nominations; pre-event press releaseswith case studies of the various nominees; coverage of the awardsceremony

CS DEPT /CCU


Mental healthawareness

CR2 National MentalHealth AwarenessWeek (annually inOctober)

Produce communications action plan for increasing awareness of mentalhealth issues

Feature in Autumn issue of Renfrewshire magazine (Sep 07) profilingmental health services in Renfrewshire and publicising upcoming eventsfor National Mental Health Awareness Week

Publicise mental health support services available to staff via Team Talk

SW DEPT/CCU

Child protection CR2 Annual childprotection conference- Autumn 2007

Child protection communications strategy in development. Includes:• Media protocol for partners in cases of child abuse• Raising awareness of child protection issues• Reporting on what is being done in Renfrewshire to enhance

child protection• Simplifying reporting of concerns about child safety

Review community website content about child protection and link torelevant external websites

Profile of a child protection officer for use in press, magazine and web

SW DEPT /CCU

Services for peoplewith addictions

CR2 Alcohol review -September 2007

Family support study-August 2007

Regular reporting (via magazine, press and web) on steps we are takingto help people with addictions, making clear the links with partners inNHS

Promotion of open days

Online enquiry forms for service information

SW DEPT /CCU

Supporting peoplewith physical/learningdisabilities

CR2 March 2008 – May2008

Regular features in Renfrewshire magazine profiling the respite servicesavailable, eg, Weavers Linn – Spring 2008, Spring 2009

Review stakeholder information packs (for clients, relatives, carers, etc)

Link to Readspeaker facility (included in the community websitedevelopment plan)

SW DEPT /CCU


Integrated children’sservices

CR2 Quarterly newsletterfrom Spring 2007

Newsletter about developments in children’s services, designed for staffwith the various members of Renfrewshire Children’s ServicesPartnership

SW DEPT /CCU

Visualimpairment/hearingimpairment/occupational therapy

CR2 Dec 2007 Look at most effective ways of getting information about these services topeople most in need of them, eg, prepare information packs about theseservices which NHS could pass on to clients after discharge/ via out-patient clinics/ etc

Promotional support of a review of the visual impairment informationpolicy

Press release focused on how we are making our community websitemore accessible to visually impaired

SW DEPT /CCU

Recruiting newmembers to Children’sPanel

CR2, CR3 Campaign launch –March 2008

Develop a profile of typical Children’s Panel members before planningany communications activities.

Develop online content highlighting the work of the Panel

CS DEPT /CCU

Senior CitizensVoucher Scheme

CR2 November:Approval of scheme

March:(letters sent out tothose alreadyregistered on thescheme)

Effective targeting of promotional materials at senior citizens groups andclubs/ shopping centres, bingo halls, bowling clubs/ libraries/ Counciloffices

Press release and photocall pre-event to stimulate demand and furtherpress release with photos issued after the outings to generate positivePR

‘Photo album’ of outing published on community website

CS DEPT /CCU


Learning Renfrewshire

Key messages:LR1 “Building a learning Renfrewshire.”

LR2 “We are investing £250 million to build schools fit for the 21st century.”

LR3 “Our ‘Ambitious, Excellent Schools’ programme will encourage all our children to achieve their full potential.”

LR4 “We are providing real opportunities for lifelong learning.”

Subject Keymessages


officerSchool estate strategy LR1, LR2 Schools opening

August 2007 – GryffeHigh School;Fordbank PS;Woodlands PS;Glencoats PS

Scheduled to openDecember 2007 –new West JohnstoneShared Campus

Scheduled to openMarch 2008 – newLinwood High School; refurbished BushesPS

Scheduled to openAugust 2008 –refurbishedCastlehead HighSchool

Press release (with photos supplied) for local papers at start of new term

Double-page feature in Renfrewshire magazine (Dec 2007) about newschools

Photocalls with Provost/Education Convener/Director of Education at soil-cutting ceremonies

Schools estate mini-website on community website

Marketing materials prepared for open evenings and targeted at parentsfrom schools in question – newsletter to include photos of new facilities

Establish photo library with professional photography of new schools andpupils using the facilities

ELS DEPT/CCU

Ambitious ExcellentSchools

LR3 Exam results -August 2007

HMIe reports -Ongoing

Engaging headteachers – comms unit to establish feedback system forschools and education department to supply information on newsworthypolicies and developments

Extensive web coverage of exam results and HMIe reports on communitywebsite. Main focus should highlight a specific feature of an HMIereport/outstanding results in a school

ELS DEPT/CCU


Standardisednewsletter for parentsfrom August 2008

Public performance reporting (How Are We Doing? and Annual Report) –include statistical information on school performance

Standardised newsletter for parents produced inhouse (similar to TeamTalk approach of corporate and customised content); content applicableto all schools supplied by ELS (with Comms Unit assistance), eg, holidaydates, Education Maintenance Allowances, registration; schools havespace to include messages specific to themselves. Frequency – one perterm

Adult and communitylearning

LR4 Adult Learners Week– May 2008

Bring together different strands of adult and community learning ( CLAD,Buddies for Learning, courses run in partnership with Reid Kerr, etc)under one brand

Community website to host online ‘catalogue’ of the different adultlearning services available

Adult Learners Week publicity and events to feature on communitywebsite

ELS DEPT/CCU

Curriculum forexcellence

LR1, LR3 Ongoing Use a variety of methods including face to face meetings, focus groups,community website and newsletters for stakeholders to publicise thenational ‘Curriculum for Excellence’ initiative.

Engage stakeholders in a variety of consultation exercises throughout2007/08.

ELS DEPT/CCU

The Scottish Schools(Parental Involvement)Act

LR3 August 2007 –sections of bill relatingto implementation ofParents Councils andabolition of SchoolBoards come intoforce

Communications to promote the value of parental involvement and informparents about the imminent changes to the structure of parentalinvolvement – press release, information on web and letters to parents

ELS DEPT/CCU


PR eventsandindividual projects

LR3, LR4 Primary Proms-annually in May

Pupil forums,conference etc- tbc

Back to school ( newP1s, twins, etc) -August 2007

Out of SchoolLearning clubs –promote in Summerterm

Develop a calendar of schools’ events to guide and plan communicationsactivities

Press, web and magazine coverage as appropriate

ELS DEPT/CCU


Safe Renfrewshire

Key messages:SR1 “The Council spend more than £2 million each year on tackling antisocial behaviour.”

SR2 “We are working closely with the Police to make our communities safer.”

SR3 “We are investing £8million to improve the quality and safety of our roads and bridges.”

SR4 “ Over the past 10 years we have invested £YY to protect homes and businesses from flooding.”

Subject Keymessages


officerCommunity Safety SR1, SR2 Advertising campaign

Jul – Aug 2007 & Jul-Aug 2008

Antisocial behaviour and youth justice communications group formed

Antisocial behaviour and youth justice communications strategy in place.Includes:

• Media calendar for ASB related press releases• Media protocol for ASB partners answering press enquiries• Production of marketing materials• Continue to promote joint initiatives with Police using press and

web• ASB Helpline feature in Summer 2008 Renfrewshire magazine

Press coverage of individual projects, eg, monitoring underage sales ofalcohol and cold calling control zone

ANTISOCIALSTRATEGYGROUP /CCU

North StrathclydeCommunity JusticeAuthority

SR2 Website launch –scheduled for Sep2007

SLA between NSCJA and Council comms unit in place. NSCJAcommunications strategy being developed.

Communications unit working with NSCJA staff to develop an NSCJAwebsite to be linked to community website

Ongoing press management in conjunction with NSCJA to respond topress enquiries about offender-related issues

NSCJA /SWDEPT/CCU

Flooding preparationswork

SR4 October 2007 Establish an information protocol for dealing with emergencies related toflooding and bad weather – key contacts; type of information required forpress or website; timescales involved.

Feature for press, magazine and web on the flood mitigation project inWest Johnstone

Spend on floodworks to be promoted in public performance reporting

PTDEPT/CCU/CIVCONT U


Road SafetyMeasures

SR3 Walk to School Week-annually in Oct

Press release and photocall for Walk to School week

Spend on road safety measures to be promoted in public performancereporting (How Are We Doing? and Annual Report)

Information on School Travel Plans to be included in newsletter forparents (see Learning Renfrewshire)

PT DEPT/CCU

Health and Safety atwork

European Health andSafety Week –annually in Sep

Press coverage for health and safety events such as regular constructionsafety seminar

Health and Safety issues regularly discussed with staff using Team Talkand RENFO

Press release in Sep about the various activities taking place for EuroHealth and Safety Week

Develop regular mailings to Renfrewshire businesses about health andsafety policies, procedures, initiatives, advice, etc – could be combinedwith information for businesses prepared by Trading Standards, LegalServices, etc

CS DEPT/CCU

Making homes safer SR2 Ongoing Profile ‘Care and Repair Renfrewshire ‘ free home safety measures,community alarm scheme, etc, in Renfrewshire magazine and oncommunity website

HP DEPT/CCU


Healthy Renfrewshire

Key messages:HR1 “We are working closely with the NHS to find new ways to tackle the causes of poor health”

HR2 “We are investing £tbc to provide healthy food in schools”

HR3 “We are encouraging people of all ages to take part in sport and physical activity”

Subject Keymessages


officerRenfrew Health andSocial Work Centre

HR1 Work starts on newcentre – Spring 2008

Social Work dept and communications unit to meet and plan in greaterdetail key messages and communications objectives for SW for thisinitiative. Comms unit to also liaise with NHS communications team forfurther information on health services provided by the new centre .

Photocall and press release when work begins – to be replicated inRenfrewhire magazine and on community website

Door-to-door mailshot of information about the new health centredelivered in Renfrew and other towns served by the new centre

SW DEPT/CCU

Renfrew CommunityHealth Partnership/ JointFutures agenda

HR1 From Dec 2007 Subject to agreement with RCHP senior management team, RCHP tohave regular section in Renfrewshire magazine (1-2 pages) outliningjoint work between Council and NHS

Communications unit to work with NHS communications team onresponses to press enquiries about RCHP

Feature on community website about the RCHP

Information for staff about working arrangements with RCHP to beincluded regularly in Team Talk bulletins

RCHP/SWDEPT/CCU

Healthy Lifestyles HR2, HR3 From Aug 2007

From Aug 2007

Hungry for SuccessInformation about this programme to be included in the parents’newsletter issued by schools for parents and feature in Renfrewshiremagazine and community website

Encouraging kids to participate in sports and physical activityInformation about the various initiatives (NOPES, School for SportsEducation, active schools coordinators, etc) to be included in parents’newsletter, Renfrewshire magazine and community website

ES DEPT /ELSDEPT/CCU


From Dec 2007

From Dec 2007

Encouraging adults to participate in sport and exerciseFeature in Renfrewshire magazine about the facilities, clubs, initiatives,etc, availableDevelop online catalogue listing details of sports clubs, RenfrewshireLeisure centres, health initiatives, etc

Promote a “Healthy Lifestyles” calendar with details of Paisley 10k roadrace, dates of organised walks, activities at Clyde Muirshiel Park,etc

Food Safety HR1 Food Safetyrecognition evening:Sept/Oct 2007 + 2008

Bring together various food safety initiatives currently in place under onecommunications plan:

• Xmas food safety• Eat safe award for businesses• Focus on Food• Food Safety Week• Hands-on-hygiene

Plan to include key dates for initiatives and promotions

Online booking/enquiry form for food safety courses offered

ES DEPT/ ELSDEPT/CCU

Enforcing the smokingban

HR1 Ongoing Newspapers will regularly ask for latest figures on warnings, fines, etc –Environmental Protection team to supply these figures six-weekly to thePress Office

Develop content on community website about the legislation

ES DEPT/CCU

Working with partnerorganisations, eg, Havea Heart, Live LifeNetwork

HR1 Sep-Oct 2007 Comms Unit to speak to partner organisations (Have a Heart Paisley,Live Life Network, etc) and encourage them to contribute toRenfrewshire magazine, community website, etc

CCU

Council-organised healthevents

HR3 Paisley 10k Road race– annually in July

Paisley 10k road raceFeatures in Renfrewshire magazine, press and community website priorto race to encourage entries

Press release after the race (numbers of runners, winners, etc) forpositive PR

Council-organised walking and jogging groupsTo feature in online calendar of sport and exercise for adults (seeHealthy Lifestyles)

PT DEPT/CCU


Sustainable Renfrewshire

Key messages:SUSR1 “£24.5 million of new investment has helped us to reduce, reuse and recycle our waste”

SUSR2 “Last year, you spent £tbc on rubbish – Don’t Rubbish Renfrewshire!”

SUSR3 “We are helping our communities to look after their environment”

Subject Keymessages


officerStrategic waste initiative SUSR1 Target of 30% of

waste recycled orcomposted by 2008

Use public performance reporting ( annual report and How Are WeDoing?) section of Renfrewshire magazine) to promote recycling ratesachieved

ES DEPT/CCU

Anti-littercommunications

SUSR2 Apr- Jun 2008 & Apr–Jun 2009

Revive “Don’t Rubbish Renfrewshire” campaign materials and use foroutdoor advertising

ES DEPT/CCU

Energy efficiencyinitiatives

SUSR3 Dec 2007& Dec 2008 Ensure that homeowners are given as much information as possibleabout energy efficiency within the home – promote to Council tenants(People’s News - tbc), landlords (info inserted alongside letters fromLegal Services or similar) and wider audience (Renfrewshire magazine –Dec 2007 and Dec 2008)

ES DEPT/PTDEPT/CCU

Environmental studiesin schools

SUSR3 May 2008 Achievement in eco-schools, etc, to be communicated to parents usingthe proposed regular newsletter

Environmental projects in schools with ‘quirky’ story or stronger newsangle to be developed into press releases

Annual feature in summer Renfrewshire magazine about environmentalprojects in schools (May 2008)

ES DEPT /ELSDEPT/CCU

Biodiversity projects SUSR3 Quarterly from March2008

Share news about biodiversity projects (Carts GreenspaceLinwood Community Woodland, new sandmartin wall, etc) withnature/outdoors groups, conservation trusts, etc – regular newsletter ifsufficient content

PT DEPT/CCU


Transforming Renfrewshire

Key messages:

TR1 “We are committed to transforming our towns. £50 million of private and public investment in Paisley town centre. £40 million of private and publicinvestment at Barbush Mills, Johnstone. Over 1,000 new jobs created at Renfrew Riverside.”

TR2 “We are investing £8 million to improve the quality and safety of our roads and bridges”

TR3 “You can influence the way that council services are delivered in your area”

TR4 “We are investing in flexible, modern and efficient services that are designed to meet your needs”

TR5 “We secured £tbc million in efficiencies in 2006/2007 which we have reinvested in improved services for our customers”

Subject Keymessages


officerRegeneration TR1, TR4 Press management

for these projects isongoing

Renfrew RiversideRiverside BraeheadBusiness Park Phase1 complete – Aug 07

Sleep Inn completed– Oct 07

First completions atFerry Village/pylonsremoved/communityfacilities started –Nov 07

Travelodgecompleted – Apr 08

Community facilitiescompleted – late2008

Regular features for press, magazine and web - Focus on:

• Paisley town centre inc. development of office accommodation• Cart Corridor• Renfrew Riverside• Renfrew town centre• Johnstone town centre/Barbush Mills• Linwood shopping centre• ROA Bishopton site• Housing area renewal programme• Area Development Frameworks/Estate Management Agreements (EMAs)• Core Path Plans, Biodiversity and Sustainable Dev Cycle Routes• Employment growth to support 1,300 jobs

Open days in each respective town centre/ local community, where peoplecan view new plans

Special publication about the regeneration of Renfrewshire, discussing thevarious town centre strategies, Renfrew Riverside, future plans for housing,etc- to be provided to business groups and community groups

Develop communications action plan for ADFs and online consultation; useSurvey Monkey for feedback and develop a consistent look and feel for allregeneration communications

HP DEPT /PTDEPT/CCU


Use corporate video to showcase the regeneration of RenfrewshireGlasgow Airport RailLink

TR4 Detailed designcompleted andcommencement ofmain constructionwork – Aug 08

Press release and photocall when work starts (in conj. with other bodiesinvolved)

New content section on community website about the GARL project.

Focus on the following key areas:• Employment growth; will help to support 1300 jobs.

• Development of office accommodation in Paisley Town Centre

• Financial benefits: tourism and leisure (£3.14m per annum), Paisleytown-centre based employment (£10m per annum)

• Additional track capacity will improve reliability to services inAyrshire and Inverclyde, providing additional transport andeconomic benefits.

• Improving links to Glasgow city centre, Paisley and Glasgow Airportwill improve accessibility to employment opportunities in an area oflow car-ownership

• Investment in St James playing fields

PT DEPT/CCU

M74 Project TR2, TR4 Ongoing Council participates in a partnership communications group for this project PT DEPT/CCU

Investment ininfrastructure

TR2, TR4 SEP 2007 Public performance reporting (annual report and How Are We Doing?) tohighlight the spend on improvements to roads, bridges, etc

Press release on strengthening work for Abercorn Bridge

Press release illustrating benefits of the investment; publish on communitywebsite

PT DEPT/CCU

Customer RelationshipManagement (CRM)system launch and rollout

TR4,TR5 Pilot study beginningAug 2007

Comms activities will include:

• Information bulletin• Demonstrations• All-user emails• Intranet content; spotlight focus

F&IT DEPT/CCU


Customer ServiceStrategy

TR4,TR5 Customer ServiceCentre opening – 20Aug 2007

National CustomerServices Week-annually in Oct

Customer Service Centre communications strategy produced. Launch planfor new CSC to be drafted.

Communications to focus on the benefits to our customers of new animproved ways of doing business with us

Customer Service Champion scheme - Press release seeking nominationsand featuring profiles of previous year’s winners - Publish feature oncommunity website

Email nomination forms to community groups/volunteers seeking theirnominations

F&IT DEPT/CCU

Development of thecommunity website

TR4,TR5 SOCITM audit starts– Nov 2007

Results of SOCITMaudit announced –Mar 2008

Continue to publicise online services in Renfrewshire magazine andthroughout Council venues

Press release on results of SOCITM audit

F&IT DEPT/CCU

External accreditation TR4 COSLA Awardsnominations andsubmissions period –July to Sep annually

COSLA Awardsceremony – Marchannually

Quality Awardsceremony torecognise all externalaccreditation awards– March annually

Publicise awards in Renfrewshire magazine in stand-alone awards section

Publicise awards on community website/intranet , specifically focusing onstaff contribution and supported by photographs of the teams involved, therole they played and the benefits to the customer

CE DEPT/CCU

Public performancereporting

TR5 Spring, Summer,Autumn and Winterissues ofRenfrewshiremagazine

How Are We Doing? – continue to base on

Annual ReportDevelop content based around the themesCouncil budget reportDevelop content based around the themes

CE DEPT/CCU

Civilmarriages/partnershipservice

TR4 Develop online content to showcase new facilitiesDevelop promotional materials

CS DEPT/CCU

No Vote No Voice TR3 Continue with general promotions to encourage voter registration etc CS DEPT/CCU


Council consultationactivities

TR3 Aug 2007 Raise the profile of consultation exercises by featuring more prominently onthe community website; publish reference to current consultations inRenfrewshire magazine and refer elsewhere for the specific content

CS DEPT/CCU

Community planning TR3 Annual communityplanning conferences– Sep/Oct

Publicise annual community planning conference s on the communitywebsite and Renfrewshire magazine (summer issues)

Use Renfrewshire magazines to regularly highlight initiatives deliveredthrough the community planning partnership

CE DEPT/CCU

Community councils TR3 Dec 2007 Feature in Renfrewshire magazine and link to feature on communitywebsite (profiles of community council members in selected areas wherethere is an issue with recruitment). Focus on achievements made bycommunity councils and the benefit for their local area and why they gotinvolved.

CS DEPT/CCU

Forums and groups TR3 Dec 2007 Feature in winter issue of Renfrewshire magazine (Dec 07)and link tofeature on community website (profiles of forum/group members). Focus onachievements made by the forums/groups and the benefit for their localarea and why they got involved.

CE DEPT/CCU

Public Services Panel TR3 Panel newslettersent out Spring,Summer, Autumnand Winter

Focus on changes that have been made by the Council based on feedbackfrom the Panel; promote in the Panel newsletter and publish on thecommunity website.

CCU

Complaints andcomments procedure

TR3 New procedure waslaunched Apr 2007

Regular updates for staff about handling comments and complaintsincluded in Team Talk

CCU


Communications objective: Ensure our employees are fully informed and feel ownership of our activities, our values and our corporate objectives

Internal communications/recruitment and retention

Key messages:IC1 “All our employees have a role to play in how we deliver our services”

IC2 “We will ensure that our employees have access to information on key Council initiatives and policies/procedures”

IC3 “We are training and equipping our workforce to meet our current and future needs”

IC4 “We will provide development opportunities for all our employees, including access to vocational qualifications”

IC5 “We will help our employees to stay fit and healthy and provide access to specialist services”

IC6 “We are investing in flexible, modern and efficient services that are designed to meet your needs”

Subject Keymessages

Key milestones/timescales Communications activities Responsible officer

Internal communicationsstrategy

IC1, IC2,IC3

Production of an internal communications strategy CS DEPT/CCU

New intranet site IC1, IC2,IC3, IC6

Development of an intranet strategy

Site content/structure:• Consultation with staff

Site area for non-Council related content eg car-sharingdetails, sale of items etc

CS DEPT/CCU/IT

Council policies andprocedures

IC2 ,IC3 Audit of all current Council policies materials anddistribution system

Develop a Code of Conduct handbook/leaflet coveringspecific areas such as ICT

Develop content for Renfo; hard copy for non-office basedmanagers

Develop action plan for promotion of new policies/majorreviews of existing policies

Use Survey Monkey for evaluation of policy/procedural

CS DEPT/CCU


areas

Modern apprenticeshipscheme and vocationalqualifications

IC3, IC4 Jobs fairs –March/May

Schools careerevents; various datesthroughout year

Target group: school pupils (S3-S6), college students 16-19years old. Activities could include:

• Leaflet focused on the benefits on bothprogrammes; extend content to mini-site oncommunity website – case studies of existingmodern apprentices in key areas

• Exhibition display stands• Incorporate in to the corporate video

CS DEPT/CCU

Internal communicationsstrategy for Social Work

IC1 IC2 IC3 SWIA inspection duein 2008

Conduct audit of existing communications/systemsProduce internal communications strategy as a pilot forother departments to follow

SW DEPT /CCU

Management mentoringprogramme(still to be agreed withCE)

IC3, IC5 Brochure explaining the benefits of the programme

Workbooks on development subjects relevant to mentoring

Survey Monkey to gauge management views on mentoring

CS DEPT/CCU

MDP2 (ManagementDevelopmentProgramme)

IC5 Develop brochure explaining the benefits of the schemeand publish on Renfo

Survey Monkey to gauge management views on MDP2

Ensure all managers have adequate presentation skills/faceto face briefing skills

CS DEPT/CCU

Bursary scheme IC3 January Target group: Final year students at university/college

Develop leaflet profiling the scheme and existingbeneficiaries

Develop online content and link to colleges/universitywebsites

CS DEPT/CCU


Communications objectives:

• Promote and defend the reputation of Renfrewshire Council

• Support members in taking a leadership role in the community

MEDIA RELATIONS

MR1 “We will use media relations to position the Council as a responsive, forward-looking organisation which represents the people and communities ofRenfrewshire”

MR2 “We will prioritise media relations to highlight the Council’s strategic policies and major achievements”

Subject Keymessages


Managing mediarelations – mediarelations protocols

MR2 Protocols completed –Sep 2007

Guidance on bestpractice issued todepts – Oct 2007

Develop and introduce media relations protocols betweenthe press office and departments to manage theprioritization of proactive publicity and press enquiries

CCU

Media database MR2 Database purchasedand in operation – Oct2007

Implement press management database software tomanage responses to media enquiries and improve thetargeting of proactive responses

CCU

Crisis managementstrategy

MR1 October 2007 Develop an emergency/ crisis management strategy CE DEPT/CCU

Emergency planningtraining

MR1 Participation inemergency exercisesscheduled for Sep2007

Extend knowledge of partnership response on emergencies CE DEPT/CCU


Supporting members MR1, MR2 Briefing sessions tobegin - Aug 2007

Training sessionsarranged withspecialist broadcasttraining companies –Oct/Nov 2007

Introduce regular briefings with members about corporatePR activity

Develop communications capabilities of members throughappropriate training and developments

CE DEPT/ CCU


Communications objective: Establish a clear brand identity for the Council internally and externally

Council brand

Key messages:CB1 “We have a clear, consistent Council brand strategy to communicate our role, purpose and the benefits that we provide.”

CB2 “We ensure consistency in the quality and application of corporate identity branding”

Subject Keymessages


Council brand strategy CB1 Nov 2007 Develop a clear, consistent Council brand strategy tocommunicate our role, purpose and the benefits that weprovide.

CCU

Corporate visual identityguidelines

CB1, CB2 Jan 2008 Develop clear guidance on the use of the Council logo andother aspects of the Council’s visual identity to create aconsistent visual image for the Council.

CCU

Corporate designtemplates

CB2 Jan 2008 Create standard templates that can be made available toassist employees developing presentations, leaflets, postersand exhibition stands.

CCU

Corporate signagestandards

CB2 External HQ signagein position for newCSC opening – Aug2007

Work with Customer Services Manager and FacilitiesManagement to develop a corporate style of signage to berolled out Council-wide within facilities as and when thesignage requires replacement.

F&IT DEPT/HP DEPT/CCU

Communications toolkit CB2 Mar 2008 Develop a branding and visual identity toolkit and guidancefor use across the Council, supported with relevant trainingand development.

CCU

Customer research CB1 Nov 2007 & Nov 2008 Develop and co-ordinate annual research to monitorcustomer perceptions of the Council, awareness of theservices we provide and satisfaction with key corporatedocuments and publicity.

CE DEPT/CCU

Renfrewshire Community Health Partnership Committee (Paper …library.nhsggc.org.uk/mediaAssets/CHP...

Documents

Transcript of Renfrewshire Community Health Partnership Committee (Paper …library.nhsggc.org.uk/mediaAssets/CHP...