THE NEWCASTLE UPON TYNE HOSPITALS NHS FOUNDATION TRUST COUNCIL OF GOVERNORS MEMBERSHIP AND COMMUNITY RELATIONS WORKING GROUP REPORT

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1 THE NEWCASTLE UPON TYNE HOSPITALS NHS FOUNDATION TRUST COUNCIL OF GOVERNORS MEMBERSHIP AND COMMUNITY RELATIONS WORKING GROUP REPORT Agenda item 8(i) Making it 'Them and Us', not just 'Us' 1. MEMBERSHIP ENGAGEMENT Membership engagement has been the starting point of our focus recently. It is a very difficult concept to tackle. There is no working model. There is no national guidance. There are no commonly agreed, successful exemplars. There are not even any particular suggestions from anybody on models that really work, nor models of good practice. It is all down to our own ideas and thoughts, trial and error, and finding what works for us at the Newcastle upon Tyne Hospitals and what does not. Yet it is vital to all Foundation Trusts. We not only represent our membership but we are also accountable to them. So although it is an uphill struggle, it is one with which we must persevere MEMBERSHIP NUMBERS Membership numbers must however remain a consideration. We have determined to maintain our current figures, not dropping below 9,000 in total when data cleansing takes place. To this end therefore, there are still continuing plans to recruit new members, even whilst engagement is our chief focus. 3. ACTION PLAN As the Governors Membership and Community Relations Working Group, we have now updated our Annual Action Plan for The working group is firmly of the opinion that without a proactive programme of involvement and engagement with members there is little value in being a member. A copy of the plan is attached. 4. WORKING STRATEGY A balancing emphasis on understanding attitudes and opinions is needed to move us towards 'local accountability'. Developing and managing our membership community requires us to engage, educate and encourage the community and our members to work with us. In doing so, we can prioritise and shape the service and delivery, thereby achieving the best for everyone. The NHS Operating Framework also makes improving the patient experience a national priority. Furthermore, as a Trust we do of course aim and claim to deliver 'healthcare at its very best with a 1

2 personal touch!' We must ask of ourselves, two basic questions: How do we find, motivate and turn a potential member into a real member? How do we get our members to come and really talk to us and work with us to achieve the best healthcare delivery possible? In answer to these questions, as a group we are initially targeting patients and patient groups (including carers, and relatives), who already have a close relationship with the Trust. Those with long term conditions requiring frequent and regular treatment. This approach is the basis for the Action Plan which we have put together. Our main strategy is to promote partnerships between the Trust and its members by linking with existing groups whose members already have close relationships, or common interests, with the Trust. These include: Patients with long term conditions needing frequent and regular treatment, such as Heart Disease, COPD, Diabetes Other patient groups already working with Trust Communities who share particular concerns with the Trust such as the NGH and Walkergate sites. Common Interests such as parents and the Great North Children s Hospital. The Trust has set out a vision of shared care in the Better Together publication. It states that: 'Better governance is matched by public accountability with a pro-active membership. The Trust is well placed to deliver a fully integrated service through close collaboration with G.Ps and partnerships with other agencies and organisations, including the third sector.' It seems appropriate that what exists in terms of communication, promotion and marketing to support this vision should be incorporated into the plan which we as the Governors Membership and Community Relations Working Group have put together. We do need a co-ordinated approach here so that Governors can use the skills of people within and outwith the Trust in a joint enterprise. In doing this and by encouraging networking combined with collaboration, members can be given choice and a voice. We hope this will encourage escalating levels of involvement. This is for the long-term and there is no quick fix, easy solution. However, as a group we are endeavouring to move forward in the issue of membership engagement. The attached plan marks out the strategies and actions the MCR working group intends to take over the next twelve months, to address the question of membership, along with target dates for their completion. 2

3 5. FURTHER DEVELOPMENT However, there is always scope for more. All governors individually represent members. To reflect this rightfully and conscientiously we all need to play a part in the work to engage with those members. Several suggestions have regularly been made for ways of attracting new members. Alongside these, it is important that engaging with current members is also encouraged and made as easy as possible for them. The MCR group is pursuing various different avenues to this end. All governors can support and actively contribute. Trust Website Our Trust website is an ideal way we can start to link with our membership. We are currently working with both the IT department and governor Mr Bedlington, to develop a 'portal' for members to use via the main trust website. We are grateful for Mr Bedlington's expertise in this area and hope that we can have something up and running fairly soon. There are also of course, the Trust addresses which are advertised on the 'Know Your Governor' leaflets and posters displayed around the Trust. Regularly accessing them is needed for us all to honour what is offered as a method of contact with us. Should anyone need help to access their Trust accounts please contact either Steven Reed, Trust Secretary, (steven.reed@nuth.nhs.uk) or myself (sandy.harvey@nuth.nhs.uk). A further training session for governors can be arranged should this be required. Directorate Visiting and Members' Evenings. We shall be visiting Women's Services in our next directorate targeting visit to be held in April. The next Membership Event will co-ordinate with this and also be held around the same time. The date for this is still to be finalised as it has had to be reviewed due to other Trust events needing use of the Function Room. The Directorate visits are to become regular features as the MCR group seeks to speak to, engage with and listen to, our members and service users. Student Involvement This is still continuing and progressing. We are liaising with both of the Newcastle based universities now and have this month been very encouraged by the links we have forged with Professor Kath McCourt from Northumbria. As with Newcastle University, an agreed plan of action to involve students from all the different disciplines is being structured and various initiatives are being put in place. As yet, we do not know what will be the response from the students, either to get involved, or to engage with the Trust, but we are grateful to Professor Burt and Professor McCourt for their support to encourage student interest and participation. 3

4 The possibility of a student representative on the Council of Governors will be looked at in due course, when the Trust Constitution can be reviewed. 6. RECOMMENDATION Governors are encouraged to advocate membership at every opportunity, and furthermore, to promote, stimulate and seek to actively encourage engagement with the Trust. Sandy Harvey Chair - MCR Working Group 4 th March

5 THE NEWCASTLE UPON TYNE HOSPITALS NHS FOUNDATION TRUST MEMBERSHIP AND COMMUNITY RELATIONS WORKING GROUP ACTION PLAN This Action Plan is updated to encompass the resolution passed in the January Council of Governors that: 'For 2012, membership recruitment should be focused on patients, staff and volunteers associated with our hospitals and for the focus to now be on quality engagement with committed members. Achieving this quality, member involvement and participation will necessarily effect membership target figures. The number of members should still be maintained at a minimum of 9000 in total, but without added pressure to needfully grow the membership.' Section A Membership recruitment Issue Action Lead Target Date Governor s Sign up Campaign Fresh campaign to include new governors for Data collated in Corporate Services Office Results letter sent to all governors Winner announced - prize of meal out kind donation from KWS SH SR / MCR SH KWS Launch at Sept 2012CofG Reminder at Nov CofG Close - 31 st Dec 2012 Winner announced Jan 2013 CofG New posters to be circulated to SR / SH July 2012 (as above) reception desks around all hospitals. New posters to be circulated around public and staff notice boards, public areas and other suitable places both in and out of the Trust sites. SR / SH / MCR / All Governors July 2012 (as above) Trust Intranet and In-house IT/TV system: Additional screens on rolling adverts. 5 SR / SH / IT Staff Bob Beckwith February 2012 March 2012

6 External Strategic Links Re-circulate reminder to all Directorate heads to encourage membership, including switchboard staff for briefing. Briefing reminder to all switchboard staff regarding membership, with lines of communication and processes set. Method of refilling and restocking the membership form displays to be determined and implemented. 'Join in June' Staff Promotion Replay. Staff Constituency competition, measured by incremental % increase. Note included in Staff bulletin and advertised on the Intranet throughout June encouraging membership, with web link given. All staff who join this month are entered into prize-draw for special meal out by kind donation from the Trust Chairman. Newcastle and Northumbria Universities involvement. Various actions agreed to be implemented. - Marketing Dept for possible realtime marketing project SR / Helen Lamont April 2012 SR SR SR / IT staff / Staff governors / KWS Draw held on 1 st July / Capita Trust Chairman SR / MCR / Appointed Governors Andrew Wathey (with Kath McCourt), Alastair Burt SR / SH / University staff March 2012 Sept 2012 May / June 2012 July 1 st 2012 January 2012 onwards Summer reminder sent to various Trust Suppliers asking for recruitment promotion. SR / KL / Supplies Dept David Hume Refresh May

7 Section B - Membership Engagement Issue Action Lead Target Date Know Your Governor Updated KYG Posters and Leaflets on SR / HL Refresh July 2012 all wards. Updated KYG Posters on Public and Staff Notice Boards throughout the Trust and all Out Patient departments and Reception areas. Devise and implement a system for SR / Estates SR / Ray Nuttall July 2012 onwards August 2012 replenishment. KYG Website page updated and developed further. NB Governors to be reminded to use SR / HP / John Bedlington SH / SR / All Governors July 2012 March CofG and July 2012 Trust accounts. Refresher session to be arranged if necessary Directorate Targeting Continue Specific Directorate Target Visits. MCR Group members visit specific directorates, during clinic times, to speak directly to patients, carers and visitors. - Encouraging membership - Seeking specific feedback MCR Group Newsletter twice yearly - Listening and engaging. Membership form (A5 version) and promotional message to be inserted into newsletter when it is sent out. SR / Hannah Pickard / MCR Both 2012 newsletter production dates. Link with Governor QPE Group Possibility of working together - promote membership from regular service users, - gain real-time patient feedback 7 MCR Group QPE Group Autumn 2012

8 Link with Governor BD Group Local Voluntary Organisations and in-house working outlets. Dental Hospital Newcastle Fertility Centre Membership Evenings - listen to membership needs, ideas and issues from frequent service users. Directorate Targeting possibly linking with BDG Assurance Visits Liaison continued with Trust-based organisations eg, WRVS staff (eg ENT Out Patient Dept) FH Hairdressers / Library / Shop RVI - PALS / catering outlets Refresh all Membership materials and promotions in DH. KYG Leaflets and Posters to be distributed and displayed Staff briefing and liaison with heads of each department. Liaison with WRVS Shop and cafeteria Refresh Membership materials and promotions in NFC Continuing Members Evenings three times a year. Different pertinent Directorate involvement. All members contacted and invited to attend each event. An opportunity to meet and talk informally to governors and various Trust staff. MCR Group Bi-monthly visits BD Group SR / CMcG / MCR September 2012 SR / SH / MCR / Tim Baker Directorate Manager Tim Baker / SR March 2012 July 2012 May 2012 SR / CMcG / SH SR March 2012 SR / SH / MCR Ongoing - Three per year Spring Event Area of Interest: Women's Services (to tie in with February BDG Assurance Visit.) Location: FH Education Centre Function Room 137 and Lecture Theatre 1 SR / SH / MCR 5th April 2012 tbc 8

9 Summer Event Details tbc SR / SH / MCR 12th July 2012 Winter Event Details tbc SR / SH / MCR 29th November