Example 2013-14 Consumer Participation Action Plan Organisation: Date: Level Activity Implementation Resources Timeframe Outcomes Evaluation List activities according to Staff Outcome timeframes what should we do What will be measures – Who is responsible? When by? first? Training needs different? Data collection Briefly describe each activity Consumers Review Staff are more Manager Quality 4x1hr sessions over confident about CP Staff attendance Sharc/TaskForce Staff training F Improvement 12 months and willing to give Training evaluation Instructor Kit it a go CP Course graduate A team of TOR, Agendas, Relevant Managers dedicated staff Minutes, Manager Quality Up and running in F Create working group Other interested regularly plan Recommendations, Improvement months staff implement and Action Plan for review CP activities 2014/15 Complaints log Consumer 6-8 consumers for Feedback collected Audit/Improve complaints Working Group complaints, focus group and reviewed by processes Managers including verbal Consumer 12 months working group Audit/Improve Staff complaints, are F-1 payments Consumers suggestion/feedback forms Consumers welcomed and are Staff training informed of acted upon. changes Consumer Consumer is an Recruit consumer to Working payments Transparent 2 Working Group 6 months active group Group Position selection process member Description
Consumer Participation Action Plan Organisation: Example Date: 2013-14 Level Activity Implementation Resources Timeframe Outcomes Evaluation List activities according to timeframes – what should we do first? Briefly describe each activity Who is responsible? Staff Training needs Consumers When by? What will be different? Outcome measures Data collection Review F Staff training Manager Quality Improvement Sharc/TaskForce Instructor Kit CP Course graduate 4x1hr sessions over 12 months Staff are more confident about CP and willing to give it a go Staff attendance Training evaluation F Create working group Manager Quality Improvement Relevant Managers Other interested staff Up and running in months A team of dedicated staff regularly plan implement and review CP activities TOR, Agendas, Minutes, Recommendations, Action Plan for 2014/15 F-1 Audit/Improve complaints processes Audit/Improve suggestion/feedback forms Working Group Managers Staff Consumers 6-8 consumers for focus group Consumer payments Staff training 12 months Consumer complaints, including verbal complaints, are welcomed and are acted upon. Complaints log Feedback collected and reviewed by working group Consumers informed of changes 2 Recruit consumer to Working Group Working Group Consumer payments Position Description 6 months Transparent selection process Consumer is an active group member
2-Participant-Training-Workbook.docx