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South West Regional Social Partnership Forum
Andrew Millward
Director of Private Offices and Communications
10January 2012
The context - NHS South of England
13.4 million people
110 NHS organisations
£21.1bn budget
1,873 GP practices
60 Clinical Commissioning Groups
34 Local Authorities
Our priorities: safety, quality, money
• Improving the quality of care through improved outcomes, patient safety and patient experience
• Ensuring services are delivered within the resources available so that taxpayer value is delivered
• Ensuring the reformed NHS is established and its benefits achieved
• Ensuring strategic issues are addressed in the reformed NHS
• Managing the human consequences of the reform programme and supporting staff through the transition.
The challenge
• Satisfaction in the NHS remains high, but is dropping (70%)
• Patients believe the local NHS provides a good service (77%) but fewer of the general public do so
• With satisfaction dropping, we have a key role to play in maintaining public confidence in the NHS
Source Ipsos MORI December 2010
The communications and engagement opportunities and challenges
• Improve media coverage – as this is the area that can have a big impact on public perception
• Enhance staff communications and engagement• Manage change better – engage with those who
are key to our success
0
10
20
30
40
50
60
70
80
90
100
% M
ed
ia I
nfl
ue
nce I
nd
ex
NHS
South
Wes
t
NHS
Wes
t Midla
nds
NHS
South
Cen
tral
NHS
North
Eas
t
NHS
South
Eas
t Coa
st
NHS
East
of E
ngland
NHS
York
shire
& th
e Hum
ber
NHS
East
Mid
lands
Very Negative Negative Positive Very Positive
Tone of coverage per region, all mentionsNovember 2011
NHS South West figures are provided by FreshwaterLondon and North West not included from April 2011
Source: Kantar Media Precis
What we will do
• Meet PCT leads and Trust leads to discuss reputation management
• Monthly detailed review of media coverage• Work much more closely to ensure consistent
handling of FOIs etc across four cluster SHAs• Detailed look at reconfiguration and service
change
Staff Engagement Workshops• How we can reverse the downward trend of perception of
the NHS• How we keep up good coverage• How we continue to manage even more challenging service
changes• Implement a single communications and engagement
shared service across South of England for the transition period and support development of a nationwide commissioning support service for post April 2013
TOWARDS A SINGLE COMMUNICATIONS AND ENGAGEMENT SERVICE
Towards a single communications and engagement service
PCT and SHA Clustering
Regional shared serviceApril 2012 – April 2013
Nationwide commissioning support serviceFrom April 2013
The rationale
• We know what our resources look like• We know they are unevenly distributed• We could get better value from our existing
resources • We have an opportunity to do things differently –
and better
How we would work in a more shared way
• Local teams continue providing a local service, supported by a regionwide “virtual” network.
• Minimal movement / change for staff – we only want to restructure once
• Opportunities to work across different or larger geographic areas
• Management arrangements to be put in place.
.
Progress made already• Programme manager identified
• Communications and Engagement Programme Board and Steering Group established
• Communications and Engagement Steering Group established
• Collaborative working already underway
• Plans in place to co-develop Memorandum of Understanding over next two months.