Use the THT joint directory on the Idea Store website as Improved use of the directory. More people to: main source of signposting advice and information Improvement in information feel in control of their health and informed Train staff and volunteers on how to access key sources Support the development of the Single to make positive changes of information including the Idea Store Directory and Point of Access project improved health outcomes NHS Choices. People have easy access to information, Provide a face to face and free phone signposting and advice and guidance which helps them to information service find what they nee Provide signposting alongside step by step guidance on A fit-for-purpose comprehensive local how to use the directory to find services (can use tables) information and signposting system on Provide a drop in service at the Hub to access the health and social care services that gives internet with volunteer and staff support people the information they need at first Identify any gaps or problems and report back to the contact. providers to improve the joint directory. Monitor and analyse inquiries Staff have key links to patient engagement leads in concerns and complaints and signposting partner organisation’s to answer inquiries that cannot be to complaints advocacy service engagement signposted from the director. Encouraged other community organisations to use the and directory for signposting. signposting to information on local complaints advocacy service(s) for health and social care including PoHwer, Mind, NHS England Outreach Measure Target Supporting Documents Number and proportion of information requests TBC - Overall number and proportion Breakdown by Channel (quarterly) successfully answered or signposted to another 22 service Satisfaction feedback from requesting information TBC 23 Volume of information requests received TBC 24 Number and proportion of volunteers trained to answer TBC common or simple queries, including “Making 25 Contact Count” training Number and proportion of cases where residents TBC signposted to other organisations have their initial need 26 or request met (based on 20% of all signposting cases)
Outreach and engagement Use the THT joint directory on the Idea Store website as main source of signposting advice and information Train staff and volunteers on how to access key sources of information including the Idea Store Directory and NHS Choices. Provide a face to face and free phone signposting and information service Provide signposting alongside step by step guidance on how to use the directory to find services (can use tables) Provide a drop in service at the Hub to access the internet with volunteer and staff support Identify any gaps or problems and report back to the providers to improve the joint directory. Staff have key links to patient engagement leads in partner organisation’s to answer inquiries that cannot be signposted from the director. Encouraged other community organisations to use the directory for signposting. signposting to information on local complaints advocacy service(s) for health and social care including PoHwer, Mind, NHS England Improved use of the directory. Improvement in information Support the development of the Single Point of Access project People have easy access to information, advice and guidance which helps them to find what they nee A fit-for-purpose comprehensive local information and signposting system on health and social care services that gives people the information they need at first contact. Monitor and analyse inquiries concerns and complaints and signposting to complaints advocacy service More people to: feel in control of their health and informed to make positive changes improved health outcomes Measure Target Supporting Documents 22 Number and proportion of information requests successfully answered or signposted to another service TBC - Overall number and proportion Breakdown by Channel (quarterly) 23 Satisfaction feedback from requesting information TBC 24 Volume of information requests received TBC 25 Number and proportion of volunteers trained to answer common or simple queries, including “Making Contact Count” training TBC 26 Number and proportion of cases where residents signposted to other organisations have their initial need or request met (based on 20% of all signposting cases) TBC
Board-Meeting-Papers-27.06.2017.docx