EMBARGOED UNTIL DATE OF MEETING Renfrewshire Community …library.nhsggc.org.uk/mediaAssets/CHP Renfrewshire/Paper 09-15.pdf · • Dissemination of CHP logo and house style for all

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Renfrewshire Community Health Partnership Committee Date: 9th April 2009 Paper No. 09/15 Author: David Leese, CHP Director Agenda Item – Renfrewshire CHP Communications Update 1. Introduction & Background

1.1 The purpose of this paper is to update the CHP Committee on the ongoing work

and actions of the CHP Communications Executive Group.

1.2 Effective internal and external communication is vital to ensure that staff, independent contractors, service users, local community groups and partner organisations are kept involved in and updated on the work of Renfrewshire CHP.

1.3 The CHP Communications Executive Group is a sub group of the Professional Executive Group and is Chaired by the CHP Director.

2. Communication Framework – Progress to date

2.1 The attached Communication Framework has been finalised and circulated to all staff. It is the responsibility of each staff member to ensure that communication is as effective as possible and to highlight areas for improvement. The Communications Framework is not intended to replace communication plans within individual service areas, but does provide the context in which they should be considered.

3. Action Plan

3.1 The Communication Action Plan was updated in February 2009. The action plan sets out the work the Communications Executive Group has been progressing throughout 2008/2009. It is proposed that the next Communications Action Plan will cover the two year period from April 2009 to March 2011.

4. Audit of Communication Framework & Action Plan

4.1 An audit of the usage of the Communication Framework and Action Plan within service areas has now been completed. This has highlighted the benefits of using the Communication Framework & Action Plan in redesign projects and in the development of service level plans. It also flagged the two further issues:

• the value of providing guidance for managers on engagement processes linked to service redesign and

• the need to further develop our team brief arrangements.

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5. Communication & Engagement Plan Template

5.1

A Communication & Engagement Plan template has been developed for local use which will be helpful in assisting managers undertaking an Engagement Process/Review/Redesign. It emphasises the importance of two-way communications by promoting engagement of stakeholders and encourages active participation.

6. Team Brief

6.1 Team Brief will be formally updated and rolled out within Renfrewshire CHP on 1st April 2009, to ensure managers regularly update their staff on key corporate and local issues. Team Brief is designed to provide a two-way system of communication and staff will have the opportunity to ask questions and put forward issues which they would like to see covered in future briefs. To date, the CHP has been working within an ‘interim’ Team Brief model, following the formal NHS Greater Glasgow and Clyde launch of Team Brief in May 2008. RCHP managers have been working over recent months to further enhance local Team Brief arrangements – including clear Team Brief structures for briefing meetings, training briefers and establishing mechanisms for capturing and responding to feedback.

7. Newsletters

7.1

Renfrewshire CHP Newsletters were launched in January 2007. Since then four Newsletters have been developed and published. Before future Newsletters are developed the Communications Executive Group are looking to obtain feedback on whether staff value newsletters and for suggestions on what improvements could be made.

8. Next Steps

8.1 A Communication Survey Monkey is currently being developed. This will be launched in May 2009 and will be used to measure the effectiveness of the Team Brief process.

9. Recommendations The Committee is asked to: • Note progress

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 – 16

5. Appendix 2 : Communication Group, Terms of Reference

17 – 18

6.

Appendix 3 : Membership of Communications Executive Group

19

7. Appendix 4 : Media Guidance

20 – 21

8.

Appendix 5 : Communication Mechanisms 22

9. Appendix 6 : Corporate Objectives and Transformational Themes

23

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

24 – 44

2

Renfrewshire Community Health Partnership Communication Framework and Action Plan 2007 – 2010

1. Introduction

1.1 Effective internal and external communication is vital to ensure that staff,

independent contractors (doctors, pharmacists, optometrists, dentists) service users, local community groups and statutory and voluntary organisations are kept involved and updated on the work of Renfrewshire Community Health Partnership (CHP).

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

1.3 The CHP Communications Group (see Appendix 2 for Membership and Terms of Reference) is a sub-group of the Professional Executive Group (PEG) and is co-chaired by the Head of Health and Community Care and Chair of the Staff Partnership Forum. Early work included: • Four large-scale communication and engagement events, two

delivered 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 was to produce a three year CHP communication framework. This is consistent with both the NHS Greater Glasgow & Clyde (NHSGGC) http://www.staffnet.ggc.scot.nhs.uk/NR/rdonlyres/F3AD277E-0845-474C-A4DC-C81A4A33E297/34402/050CorpCommsStrategy20072010.pdf and Renfrewshire Council’s Communications Strategies (see Appendix 7).

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

3

http://www.staffnet.ggc.scot.nhs.uk/NR/rdonlyres/F3AD277E-0845-474C-A4DC-C81A4A33E297/34402/050CorpCommsStrategy20072010.pdf

http://www.staffnet.ggc.scot.nhs.uk/NR/rdonlyres/F3AD277E-0845-474C-A4DC-C81A4A33E297/34402/050CorpCommsStrategy20072010.pdf

2. Purpose and Objectives

2.1 The purpose of this Communication Framework is to establish robust processes that support good communication. This framework is not to replace service communication plans - this document provides an overarching framework within which service communication plans should be considered. This approach will assist us to continually improve outcomes for our population. The benefit of this approach is that there is an explicit, agreed commitment 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 the action plan will contribute to the CHP meeting the NHS Greater Glasgow and Clyde Corporate Objectives and Transformational Themes (see Appendix 6). To ensure that this linkage is explicit, each of the actions within the action plan is referenced to the relevant objectives and themes.

2.3 The action plan sets out what we will do each year and how we will review progress. 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 our services

• 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 the successful 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 to NHSGGC Communications Strategy key principles: • There will be consistent themes, messages, tone and style that ensure

a consistent look and feel to all NHSGGC and CHP communications • We will ensure that our staff and members are informed about

NHSGGC and CHP initiatives first or simultaneously with outside audiences. They should not be surprised by what they hear about the organisation from other sources e.g. media

• All communication should be honest, open and two-way • All communication to be timely, accurate and reflect the corporate

position of the organisation • Plain English should be used at all times

4

http://library.nhsgg.org.uk/mediaAssets/CHP%20Renfrewshire/FINAL%20RCHP%20Devleopment%20Plan%202007-2010%20020407.pdf

http://library.nhsgg.org.uk/mediaAssets/CHP%20Renfrewshire/FINAL%20RCHP%20Devleopment%20Plan%202007-2010%20020407.pdf

• All materials used for internal and external communication will reflect the corporate style and brand identity and be instantly recognisable as being from the CHP and NHSGGC

• The diverse needs of NHSGGC’s and CHP’s communities should be taken into account.

3. Internal Communication

3.1 We define internal communication as communication with our staff and

independent contractor staff.

3.2 The following channels and methods will be used. Specific actions and timescales 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 • Community and stakeholder engagement • Public Partnership Forum (PPF).

5. Roles and Responsibilities

5.1 Everyone has a responsibility for ensuring that communication is as effective as possible in giving and receiving information. This includes individual responsibility to highlight areas of shortcomings with a view to immediate improvement. Specific responsibilities around communication include: • All staff – each of us has a responsibility for maintaining

confidentiality, adhering to guidelines such as Data Protection and Caldicott and referring media enquiries directly to the press office (see Appendix 4). Staff have a role in actively seeking out information on an ongoing basis to ensure personal and service development. Staff development on communication issues/skills will be provided and a resource list of useful websites/resources.

• Managers – all managers are responsible for implementing the Communication Framework and in championing communications within their area of managerial responsibility

5

6

• Public Partnership Forum (PPF) – no individual member of the PPF should speak to the press or represent the PPF without the prior consent of the Executive Group. All press contacts should be made in the first instance through the Service Development Officer. The support must ensure that the CHP is aware of any correspondence before the PPF Executive Group contacts the press, and vice versa, and that the CHP/PPF are given the opportunity and are able to respond to this. Please note this does not preclude any individual or organisation speaking to the press but they must be clear that they are not representing the PPF.

6. Monitoring and Evaluation

6.1 To ensure that we are utilising a wide range of communication mechanisms

and targeting all aspects of the communication process, a “communication matrix” has been developed. This matrix is provided (see Appendix 5) and will be used as part of the evaluation of the annual action plans. It is likely that a mix of qualitative and quantitative methods will be used to assess progress and inform reports.

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

7. Reporting and Performance Management

7.1 The core communication group, chaired by a member of the Senior Management Team (SMT), will be retained as a sub group of the Professional Executive 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

To be confirmed.

Appendix 1 Renfrewshire Community Health Partnership Action Plan 2008/2009

Action Lead Officer Timescale Outcomes Monitoring & Evaluation Process

Ref. Corporate Themes

Ref. Transformational Themes

Internal Communications 1 Development of local

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

on content and process for CHP level and service level intranet pages

• Include a competition to encourage staff to proactively use the intranet

• Seek Senior Management Team (SMT) approval for reallocating documents to the intranet, using a phased approach

• Training for local authors

Jean Still/Angela McLelland

March 2008 June 2008 June 2008 Ongoing June 2008

• Positive impact on communication culture

• Accurate/current fully populated intranet

• Increased targeted information

• Less paper being printed

• Trained staff who can input to the intranet effectively

• Number of hits on the intranet

• Monitoring the list of documents posted on the intranet

• 6 monthly audit of usage and usefulness of the intranet

• Focus Group

1, 5, 7 3, 5, 6

7

• Introduce a header/footer which urges staff not to print off documents if possible

2 NHSGGC Core Brief • Operational

Managers to ensure a process is in place for all staff to have access to core briefs, staff partnership briefs and Scottish Government briefs on the same day of issue

• Operational Managers must have discussion with staff on the content of the core brief

Jean Still Ongoing • Positive impact on communication culture

• Increased targeted information less paper being printed

• All staff receive current/accurate information about issues that affect them and their work

• Focus Group particularly targeting the hard to reach groups

• 6 monthly audit of the effectiveness of communication

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

3 Introduction of Team Brief in line with NHSGGC guidance and process • Local

implementation plan – awaiting guidance from communication department

David Leese • Positive impact on communication culture


• As defined in the local implementation plan

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

8

• Ensure process in place for Joint Services

• All staff receive current/ accurate information about issues that affect them and their work

4 CHP Newsletters • Issue 2

newsletters per year, targeted at all CHP staff and contractors and distributed hardcopy and electronic

• Guidance on content of newsletters, issued to all managers for distribution to all staff

• Ensure distribution list is current and accurate

Sylvia Morrison/ Angela McLelland

Six monthly




• Staff have increased responsibility for contributing to CHP newsletters

• Six monthly audit

• Focus group • Monitor the

number and content of all newsletters

• Contact staff who have contributed to newsletters for feedback on the effectiveness of guidance

5, 7

1, 3, 5, 6

5 Submission of materials for NHSGGC Staff Newsletter • Develop and issue

guidance on submissions

• Encourage local input to these publications

Jean Still 29th February 2008 Ongoing




• 6 monthly audit • Focus group • Monitor the

number of newsletters

5, 7 1, 3, 5, 6

9

• Ensure distribution within Renfrewshire

Ongoing

• Staff have increased responsibility for contributing to newsletters

• Contact staff who have contributed to newsletters for feedback on the effectiveness of guidance

6 Direct communication

with staff • Ensure that

communication with staff is core to all management and leadership development, Knowledge & Skills Framework (KSF) work and Personal Development Plan (PDP) development activity to ensure we meet our obligations under the Staff Governance Standards

Cathy Fox / Morag O’Donaghue

31st January 2008

• Managers and staff proactively take responsibility to communicate effectively

• Improved implementation of service change and CHP development

• Reduce sickness absence

• Audit every 6 months via the CHP Development Group

• Focus Group

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

• Senior Management Team (SMT) members to ensure that all service

Sylvia Morrison 29th February 2008

• Annually take a random sample of strategy documents to ensure communication

10

strategies/reviews/redesigns includes a communication plan which is consistent with the Boards communication strategy and this Communication Framework

plans are in place

7 Issue Board media protocol to senior managers across the CHP • Agree with CHP

Director the distribution list for the Board media protocol and the intended approach to training

• Review the application of current media policy with all CHP staff

Sylvia Morrison Susan Clocherty/ Elaine Byrne

29th February 2008 October 2008

• Agreed approach to media handling within the CHP

• Appropriately train staff

• Improved quality of media contact

• Increased good news coverage in local media

• Audit of application of current media policy

• Distribution of Board media protocol

• Training approach agreed and resourced

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

External Communications 8 Community and

Stakeholder Engagement • SMT members to

ensure that all service strategies/reviews/redesigns includes a communication

Sylvia Morrison

29th February 2008

• Managers and staff proactively take responsibility to communicate effectively

• Improved implementation of service change and CHP development

• Annually take a random sample of strategy documents to ensure communication plans are in place which support

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

11

plan which is targeted at staff and the local population, ensuring the principles within section 2.5 of this Framework

• Work with the Public Partnership Forum (PPF) to identify the needs of the CHP population around communication

• Develop a focus group via the PPF to review the effectiveness of CHP communication

• Ascertain the feasibility of a service directory for the CHP

• Developing effective community through Local Area Committees

Fiona Mackay/ Susan Clocherty Fiona Mackay/ Susan Clocherty Sylvia Morrison/Jean Still David Leese

End of April 08 End of April 08 End of February 08 2008/2009

• Increased contact between the services and the local population

• More targeted and

improved information for the local population on CHP services

• More involvement opportunities for the local population

effective communication with the local population

• Focus group

established and feedback listened to and acted upon

• Monitor web contact with local population

• Decision made on whether the CHP will develop a service directory

9 Development of Renfrewshire CHP Website: • Guidance required

on content and

Jean Still/Angela McLelland

February 2008


• Accurate/current fully populated

• Bi-annual review of website content by the CHP Communication

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

12

process for CHP website

• Seek Senior Management Team (SMT) approval for reallocating documents to the CHP website, using a phased approach

• Training for local authors

• Review list of local authors, use of their skills and ongoing training needs

website • Increased targeted

information • Less paper being

printed • Trained staff who

can input to the website effectively

Group (September, March)

10 Issue Board media protocol to senior managers across the CHP • Agree with CHP

Director the distribution list for the Board media protocol and the intended approach to training

• Review the application of current media policy with all CHP staff

Sylvia Morrison Susan Clocherty/ Elaine Byrne

29th February 2008 October 2008

• Agreed approach to media handling within the CHP

• Appropriately train staff

• Improved quality of media contact

• Increased good news coverage in local media

• Audit of application of current media policy

• Distribution of Board media protocol

• Training approach agreed and resourced

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

13

11 Contributing to other publications: Renfrewshire Council Magazine • Agree a process

and costs for CHP input to the Council Magazine

• Agree a process and costs for the distribution of the Magazine to all CHP staff

Board’s Health News • Develop and issue

guidance on submissions to this publication

• Ensure distribution of this publication within Renfrewshire

Sylvia Morrison Jean Still

29th February 2008

• Increased positive news coverage for the CHP


• Increased targeted information


• Staff have

increased responsibility for contributing to newsletters

• Six monthly audit

• Focus group • Monitor the

number of submissions to these publications

• Contact staff

who have contributed to the Board’s Health News for feedback on the effectiveness of guidance

• Monitor any distribution gaps

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

General 12 Learning and

Education • Identify the

Learning and Education Needs around communication to support all CHP staff and PPF

Sylvia Morrison/ Morag O’Donaghue

End of April 08

• Improved communication skills


• Reduced complaints received which stem from

• Monitoring via the CHP development group

• Learning needs identified and included in the CHP Learning and Education

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

14

Executive Group Members in all aspects of this framework and action plan, ensuring that these needs are captured and resourced in the CHP Learning and Education Plan

• Deliver the agreed training and development and evaluate outcomes

• Work with in-house and external expertise to identify the communication needs arising from the equality and diversity agenda, put plans in place to meet these needs and identify any training requirements for CHP staff

communication issues

Plan • Development

delivered and evaluated

• Focus group • Communication

needs arising from diversity agenda identified and plans in place to meet these needs

13 Resource list of useful websites/resources

Elaine Byrne October 2008


• Managers and staff proactively take responsibility to communicate

• Resource list produced

• Gain feedback on usefulness

1, 3, 4, 5, 7

3, 5, 6

15

16

effectively

Appendix 2 Renfrewshire Community Health Partnership Communications Group Terms of Reference

1. Context

The emerging CHP held two Staff Communication and Engagement events in June 2006 with the aim of informing staff on progress with the development of the CHP, its Committee and other governance structures, organisational and working arrangements. As a key action, the CHP Management Team has agreed to establish a CHP Communications Group, to operate initially until March 2007. The Terms of Reference 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 with representation from the main staff groups. The purpose of the group is to shape and direct the development of a communication and engagement process and related action plan across the CHP and from this, to ensure there is 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 that covers a range of communication media and ensures regular and up to date communication is available and accessible for all staff working within the CHP and to relevant partner organisations as appropriate

• Ensure the CHP communication arrangements reflect corporate

systems and processes

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

• To identify new or additional methods of communication and

engagement and to test suitability

• To ensure that all leaders and managers within the CHP are equipped to support the communication and engagement processes which enable all staff/staff groups to be informed and have access to up to date information and communications

• Ensure that the organisation transformational themes are further

embedded as part of the communication arrangements

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

• Establish arrangements for a regular monitoring of effectiveness of

communication arrangements and make recommendations for improvement where required

17

3. Membership of the Group

The proposed membership of the Group is set out below: David Leese CHP Director Sylvia Morrison Head of Health and Community Care Jean Still Head of Administration Fiona Mercer Head of Planning and Health Improvement Chris Johnstone Clinical Governance Lead GP Anne Burns Public Health Practitioner Susan Clocherty Public Health Practitioner Angela McLelland Development Officer Gillian Plumridge Senior Podiatrist Helen McDonald Dietetic Representative Fiona McNeney Physiotherapy Representative Kirsty Gilbert Speech & Language Representative Liz Denny Lead Nurse Graham Stewart Lead Paediatrician Haider Mamdani Lead Paediatrician Kirsten Drummond Physiotherapist Jill Carson Speech & Language Therapist Karen Ross CAMHS Nurse Gill Fraser Clinical Psychologist Agnes Sutherland CAHMS Nurse Specialist Susan Couttie Practice Nurse Grace Innes District Nurse Margaret Lauder MATCH/liaison/Out of Hours Alison Kelly School Nurse Elaine Byrne Health Visitor Ina Jefferson Practice Manager Janet 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 basis

to March 2007 (dates of future meetings to be confirmed). At that point a review will be undertaken of the effectiveness of the work to date and future meetings cycle.

5. Accountability and Reporting

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

18

Appendix 3

Renfrewshire Community Health Partnership Membership 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

19

Appendix 4 Renfrewshire Community Health Partnership Media Guidance – Community Health Partnerships (CHPs) Background

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

A NHSGGC media policy is currently being finalised which will build on guidance used in previous Trusts/Divisions to ensure a consistent approach. In the meantime, staff working in CHPs should refer to the attached media guidance which reflects existing best practice, includes updated contacts details for communications staff and is line with previous guidance issued to staff working within primary care services. Media Enquiries

Press office staff will also ensure relevant CHP staff are kept informed of any media enquiries or activities relating to the CHPs, including those received out-of-hours. In general, comments relating to CHPs will be attributed to a spokesperson for the CHP. This will normally be the CHP Director, relevant Head of Service or Chair of the CHP committee, depending on the issue. Where the media enquiry relates to a joint service or initiative, the NHSGGC Press Office will liaise with the relevant partner local authority or organisation to agree a response. Proactive Communications The NHSGGC Corporate Communication Directorate will work together with CHP staff to proactively promote the work and services of all 11 CHPs across Greater Glasgow and Clyde. This will include drafting and issuing press releases, arranging photo-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 to agree 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 be agreed in advance and issued on NHSGGC news release headed paper. Where the proactive communications relate to a joint service or initiative, the NHSGGC Press Office will liaise with the relevant partner local authority or organisation to agree publicity arrangements. Corporate Communications The core corporate publications of NHSGGC will remain the key communication vehicles to raise awareness of the work of CHPs amongst staff and the general public. These are Health News (NHS Greater Glasgow and Clyde’s public newspaper) and Staff News (NHS Greater Glasgow and Clyde’s staff newsletter). CHPs will also be encouraged to produce additional publications that update staff and local communities on their work and services. These include local staff briefings and service directories.

20

21

Each CHP has its own web pages that can be accessed direct from the NHS Greater Glasgow and Clyde web site (www.nhsggc.org.uk) Each CHP will identify lead individuals who will be responsible for reviewing and updating their local web pages on a regular basis on behalf of the CHP. Staff within each CHP will also be identified to take responsibility for updating information on their local section of the NHSGGC intranet (Staffnet). NHS Greater Glasgow and Clyde’s Press Office During office hours - 0141 201 4429. Out of hours the duty press officer for NHS Greater Glasgow and Clyde can be contacted on 0141 201 4429. Media Manager Emma Gregory Communications 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, Senior Internal Communications Officer – 0141 201 4995

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 Service Delivery Manager – 0141 211 0347

http://www.nhsggc.org.uk/

22

Appendix 5 Renfrewshire Community Health Partnership Communication 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-way Conferences & Engagement Events

X X X X X X

Presentations X X X Newsletters X X X E-Mail X X X X Intranet X X X X Team Brief/ Team Meetings

X X X X X X X

Workshops X X X X X X X Graffiti boards X One-to-one X X X X X X X Networking X X X X X X Roadshows X X X

23

Improve Access: ensure service organisation, delivery and location enable easy access

Appendix 6 Renfrewshire Community Health Partnership Corporate and Transformational Themes NHS Greater Glasgow and Clyde (NHS GGC) Corporate Objectives: 1. Improve Resource Utilisation: making better use of our financial, staff and

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

homes 3. Focus Resources on Greatest Need: ensure that the more vulnerable

sectors of our population have the greatest access to services and resources that meet their needs

4.

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

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

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

NHS Greater Glasgow & Clyde Transformational Themes: 1. Achieving an organisation in which the component parts work together to

shared aspirations and objectives, not competing ones, and managers and clinical leaders work in teams with shared values and priorities

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

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

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

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

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

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

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

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

24

Appendix 7 Renfrewshire Council Communications 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 to

alcohol or drugs and those who are socially excluded.” CR3 “We support carers and we value what they do.”

Subject Key messages

Key milestones/ timescales Communications activities Responsible

officer New care homes/day centres for elderly

CR1 Phase 2: New care home at Blackford Road, Paisley – opening in Spring 2008 Phase 3: New care home at Cockels Loan, Renfrew - completed late 2008

Feature in spring issue (2008) of Renfrewshire magazine (as per Phase 1 feature on Montrose care home and day centre) – also published on community website. Blackford Road feature to include progress update for Cockels Loan. Press releases and photocall on opening of new care home at Blackford Road/ 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 on community website Feature on a residents’ views on his/her life in the new home

SW DEPT/CCU

25

Financial Inclusion CR2 Helpline launch

campaign – Autumn 2007

Financial inclusion communications strategy to be approved by Council depts/external partners in August 2007. Various strands of financial inclusion 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 Council and external partners, including voluntary sector. Communications will be standard item on agenda.

FINANCIAL INCLUSION STRATEGY GROUP/CCU

Fostering and Adoption

CR2, CR3 Fostering Fortnight (annually in May) National Adoption Week(annually in Nov) Recruitment event (annually in Feb)

Continue to implement the fostering and adoption communications strategy. 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 Community Awards

CR3 Nominations period: Sep- Nov 2007 Awards ceremony: 14 March 2008 Similar schedule for 08-09 awards

Conduct an evaluation of the awards format (structuring awards around these 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 of Provost launching the appeal for nominations; pre-event press releases with case studies of the various nominees; coverage of the awards ceremony

CS DEPT /CCU

26

Mental health awareness

CR2 National Mental Health Awareness Week (annually in October)

Produce communications action plan for increasing awareness of mental health issues Feature in Autumn issue of Renfrewshire magazine (Sep 07) profiling mental health services in Renfrewshire and publicising upcoming events for National Mental Health Awareness Week Publicise mental health support services available to staff via Team Talk

SW DEPT/CCU

Child protection CR2 Annual child protection 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 to relevant external websites Profile of a child protection officer for use in press, magazine and web

SW DEPT /CCU

Services for people with addictions

CR2 Alcohol review - September 2007 Family support study- August 2007

Regular reporting (via magazine, press and web) on steps we are taking to help people with addictions, making clear the links with partners in NHS Promotion of open days Online enquiry forms for service information

SW DEPT /CCU

Supporting people with physical/learning disabilities

CR2 March 2008 – May 2008

Regular features in Renfrewshire magazine profiling the respite services available, eg, Weavers Linn – Spring 2008, Spring 2009 Review stakeholder information packs (for clients, relatives, carers, etc) Link to Readspeaker facility (included in the community website development plan)

SW DEPT /CCU

27

Integrated children’s services

CR2 Quarterly newsletter from Spring 2007

Newsletter about developments in children’s services, designed for staff with the various members of Renfrewshire Children’s Services Partnership

SW DEPT /CCU

Visual impairment/hearing impairment/occupational therapy

CR2 Dec 2007 Look at most effective ways of getting information about these services to people most in need of them, eg, prepare information packs about these services which NHS could pass on to clients after discharge/ via out-patient clinics/ etc Promotional support of a review of the visual impairment information policy Press release focused on how we are making our community website more accessible to visually impaired

SW DEPT /CCU

Recruiting new members to Children’s Panel

CR2, CR3 Campaign launch – March 2008

Develop a profile of typical Children’s Panel members before planning any communications activities. Develop online content highlighting the work of the Panel

CS DEPT /CCU

Senior Citizens Voucher Scheme

CR2 November: Approval of scheme March: (letters sent out to those already registered on the scheme)

Effective targeting of promotional materials at senior citizens groups and clubs/ shopping centres, bingo halls, bowling clubs/ libraries/ Council offices Press release and photocall pre-event to stimulate demand and further press release with photos issued after the outings to generate positive PR ‘Photo album’ of outing published on community website

CS DEPT /CCU

28

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.”



officer School estate strategy LR1, LR2 Schools opening

August 2007 – Gryffe High School; Fordbank PS; Woodlands PS; Glencoats PS Scheduled to open December 2007 – new West Johnstone Shared Campus Scheduled to open March 2008 – new Linwood High School ; refurbished Bushes PS Scheduled to open August 2008 – refurbished Castlehead High School

Press release (with photos supplied) for local papers at start of new term Double-page feature in Renfrewshire magazine (Dec 2007) about new schools 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 parents from schools in question – newsletter to include photos of new facilities Establish photo library with professional photography of new schools and pupils using the facilities

ELS DEPT /CCU

Ambitious Excellent Schools

LR3 Exam results - August 2007 HMIe reports - Ongoing

Engaging headteachers – comms unit to establish feedback system for schools and education department to supply information on newsworthy policies and developments Extensive web coverage of exam results and HMIe reports on community website. Main focus should highlight a specific feature of an HMIe report/outstanding results in a school

ELS DEPT /CCU

29

Standardised newsletter for parents from 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 Team Talk approach of corporate and customised content); content applicable to all schools supplied by ELS (with Comms Unit assistance), eg, holiday dates, Education Maintenance Allowances, registration; schools have space to include messages specific to themselves. Frequency – one per term

Adult and community learning

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 adult learning services available Adult Learners Week publicity and events to feature on community website

ELS DEPT /CCU

Curriculum for excellence

LR1, LR3 Ongoing Use a variety of methods including face to face meetings, focus groups, community website and newsletters for stakeholders to publicise the national ‘Curriculum for Excellence’ initiative. Engage stakeholders in a variety of consultation exercises throughout 2007/08.

ELS DEPT/CCU

The Scottish Schools (Parental Involvement) Act

LR3 August 2007 – sections of bill relating to implementation of Parents Councils and abolition of School Boards come into force

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

ELS DEPT/CCU

30

PR eventsand individual projects

LR3, LR4 Primary Proms- annually in May Pupil forums, conference etc- tbc Back to school ( new P1s, twins, etc) - August 2007 Out of School Learning clubs – promote in Summer term

Develop a calendar of schools’ events to guide and plan communications activities Press, web and magazine coverage as appropriate

ELS DEPT /CCU

31

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.”



officer Community 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 of alcohol and cold calling control zone

ANTISOCIAL STRATEGY GROUP /CCU

North Strathclyde Community Justice Authority

SR2 Website launch – scheduled for Sep 2007

SLA between NSCJA and Council comms unit in place. NSCJA communications strategy being developed. Communications unit working with NSCJA staff to develop an NSCJA website to be linked to community website Ongoing press management in conjunction with NSCJA to respond to press enquiries about offender-related issues

NSCJA /SW DEPT/CCU

Flooding preparations work

SR4 October 2007 Establish an information protocol for dealing with emergencies related to flooding and bad weather – key contacts; type of information required for press or website; timescales involved. Feature for press, magazine and web on the flood mitigation project in West Johnstone Spend on floodworks to be promoted in public performance reporting

PT DEPT/CCU/CIV CONT U

32

Road Safety Measures

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 performance reporting (How Are We Doing? and Annual Report) Information on School Travel Plans to be included in newsletter for parents (see Learning Renfrewshire)

PT DEPT/CCU

Health and Safety at work

European Health and Safety Week – annually in Sep

Press coverage for health and safety events such as regular construction safety seminar Health and Safety issues regularly discussed with staff using Team Talk and RENFO Press release in Sep about the various activities taking place for Euro Health and Safety Week Develop regular mailings to Renfrewshire businesses about health and safety policies, procedures, initiatives, advice, etc – could be combined with information for businesses prepared by Trading Standards, Legal Services, 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 on community website

HP DEPT/CCU

33

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”



officer Renfrew Health and Social Work Centre

HR1 Work starts on new centre – Spring 2008

Social Work dept and communications unit to meet and plan in greater detail key messages and communications objectives for SW for this initiative. Comms unit to also liaise with NHS communications team for further information on health services provided by the new centre . Photocall and press release when work begins – to be replicated in Renfrewhire magazine and on community website Door-to-door mailshot of information about the new health centre delivered in Renfrew and other towns served by the new centre

SW DEPT/CCU

Renfrew Community Health Partnership/ Joint Futures agenda

HR1 From Dec 2007 Subject to agreement with RCHP senior management team, RCHP to have regular section in Renfrewshire magazine (1-2 pages) outlining joint work between Council and NHS Communications unit to work with NHS communications team on responses to press enquiries about RCHP Feature on community website about the RCHP Information for staff about working arrangements with RCHP to be included regularly in Team Talk bulletins

RCHP/SW DEPT/CCU

Healthy Lifestyles HR2, HR3 From Aug 2007 From Aug 2007

Hungry for Success Information about this programme to be included in the parents’ newsletter issued by schools for parents and feature in Renfrewshire magazine and community website Encouraging kids to participate in sports and physical activity Information about the various initiatives (NOPES, School for Sports Education, active schools coordinators, etc) to be included in parents’ newsletter, Renfrewshire magazine and community website

ES DEPT /ELS DEPT/CCU

34

From Dec 2007 From Dec 2007

Encouraging adults to participate in sport and exercise Feature in Renfrewshire magazine about the facilities, clubs, initiatives, etc, available Develop online catalogue listing details of sports clubs, Renfrewshire Leisure centres, health initiatives, etc Promote a “Healthy Lifestyles” calendar with details of Paisley 10k road race, dates of organised walks, activities at Clyde Muirshiel Park,etc

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

Bring together various food safety initiatives currently in place under one communications 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/ ELS DEPT/CCU

Enforcing the smoking ban

HR1 Ongoing Newspapers will regularly ask for latest figures on warnings, fines, etc – Environmental Protection team to supply these figures six-weekly to the Press Office Develop content on community website about the legislation

ES DEPT/CCU

Working with partner organisations, eg, Have a Heart, Live Life Network

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

CCU

Council-organised health events

HR3 Paisley 10k Road race – annually in July

Paisley 10k road race Features in Renfrewshire magazine, press and community website prior to race to encourage entries Press release after the race (numbers of runners, winners, etc) for positive PR Council-organised walking and jogging groups To feature in online calendar of sport and exercise for adults (see Healthy Lifestyles)

PT DEPT/CCU

35

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”



officer Strategic waste initiative SUSR1 Target of 30% of

waste recycled or composted by 2008

Use public performance reporting ( annual report and How Are We Doing?) section of Renfrewshire magazine) to promote recycling rates achieved

ES DEPT/CCU

Anti-litter communications

SUSR2 Apr- Jun 2008 & Apr– Jun 2009

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

ES DEPT/CCU

Energy efficiency initiatives

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

ES DEPT/PT DEPT/CCU

Environmental studies in schools

SUSR3 May 2008 Achievement in eco-schools, etc, to be communicated to parents using the proposed regular newsletter Environmental projects in schools with ‘quirky’ story or stronger news angle to be developed into press releases Annual feature in summer Renfrewshire magazine about environmental projects in schools (May 2008)

ES DEPT /ELS DEPT/CCU

Biodiversity projects SUSR3 Quarterly from March 2008

Share news about biodiversity projects (Carts Greenspace Linwood Community Woodland, new sandmartin wall, etc) with nature/outdoors groups, conservation trusts, etc – regular newsletter if sufficient content

PT DEPT/CCU

36

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 public investment 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”



officer Regeneration TR1, TR4 Press management

for these projects is ongoing Renfrew Riverside Riverside Braehead Business Park Phase 1 complete – Aug 07 Sleep Inn completed – Oct 07 First completions at Ferry Village/pylons removed/community facilities started – Nov 07 Travelodge completed – Apr 08 Community facilities completed – late 2008

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 people can view new plans Special publication about the regeneration of Renfrewshire, discussing the various 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; use Survey Monkey for feedback and develop a consistent look and feel for all regeneration communications

HP DEPT /PT DEPT/CCU

37

Use corporate video to showcase the regeneration of Renfrewshire Glasgow Airport Rail Link

TR4 Detailed design completed and commencement of main construction work – Aug 08

Press release and photocall when work starts (in conj. with other bodies involved) 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), Paisley town-centre based employment (£10m per annum)

• Additional track capacity will improve reliability to services in Ayrshire and Inverclyde, providing additional transport and economic benefits.

• Improving links to Glasgow city centre, Paisley and Glasgow Airport will improve accessibility to employment opportunities in an area of low 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 in infrastructure

TR2, TR4 SEP 2007 Public performance reporting (annual report and How Are We Doing?) to highlight 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 community website

PT DEPT/CCU

Customer Relationship Management (CRM) system launch and roll out

TR4,TR5 Pilot study beginning Aug 2007

Comms activities will include:

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

F&IT DEPT /CCU

38

Customer Service Strategy

TR4,TR5 Customer Service Centre opening – 20 Aug 2007 National Customer Services Week- annually in Oct

Customer Service Centre communications strategy produced. Launch plan for new CSC to be drafted. Communications to focus on the benefits to our customers of new an improved ways of doing business with us Customer Service Champion scheme - Press release seeking nominations and featuring profiles of previous year’s winners - Publish feature on community website Email nomination forms to community groups/volunteers seeking their nominations

F&IT DEPT /CCU

Development of the community website

TR4,TR5 SOCITM audit starts – Nov 2007 Results of SOCITM audit announced – Mar 2008

Continue to publicise online services in Renfrewshire magazine and throughout Council venues Press release on results of SOCITM audit

F&IT DEPT /CCU

External accreditation TR4 COSLA Awards nominations and submissions period – July to Sep annually COSLA Awards ceremony – March annually Quality Awards ceremony to recognise all external accreditation awards – March annually

Publicise awards in Renfrewshire magazine in stand-alone awards section

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

CE DEPT/CCU

Public performance reporting

TR5 Spring, Summer, Autumn and Winter issues of Renfrewshire magazine

How Are We Doing? – continue to base on Annual ReportDevelop content based around the themes Council budget report Develop content based around the themes

CE DEPT/CCU

Civil marriages/partnership service

TR4 Develop online content to showcase new facilities Develop promotional materials

CS DEPT/CCU

No Vote No Voice TR3

Continue with general promotions to encourage voter registration etc CS DEPT/CCU

39

Council consultation activities

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

CS DEPT/CCU

Community planning TR3 Annual community planning conferences – Sep/Oct

Publicise annual community planning conference s on the community website and Renfrewshire magazine (summer issues) Use Renfrewshire magazines to regularly highlight initiatives delivered through the community planning partnership

CE DEPT/CCU

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

CS DEPT/CCU

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

CE DEPT/CCU

Public Services Panel TR3 Panel newsletter sent out Spring, Summer, Autumn and Winter

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

CCU

Complaints and comments procedure

TR3 New procedure was launched Apr 2007

Regular updates for staff about handling comments and complaints included in Team Talk

CCU

40

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”


Key milestones/ timescales Communications activities Responsible officer

Internal communications strategy

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-sharing details, sale of items etc

CS DEPT/CCU/IT

Council policies and procedures

IC2 ,IC3 Audit of all current Council policies materials and distribution system Develop a Code of Conduct handbook/leaflet covering specific areas such as ICT Develop content for Renfo; hard copy for non-office based managers Develop action plan for promotion of new policies/major reviews of existing policies Use Survey Monkey for evaluation of policy/procedural

CS DEPT/CCU

41

areas

Modern apprenticeship scheme and vocational qualifications

IC3, IC4 Jobs fairs – March/May Schools career events; various dates throughout year

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

• Leaflet focused on the benefits on both programmes; extend content to mini-site on community website – case studies of existing modern apprentices in key areas

• Exhibition display stands • Incorporate in to the corporate video

CS DEPT/CCU

Internal communications strategy for Social Work

IC1 IC2 IC3 SWIA inspection due in 2008

Conduct audit of existing communications/systems Produce internal communications strategy as a pilot for other departments to follow

SW DEPT /CCU

Management mentoring programme (still to be agreed with CE)

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 (Management Development Programme)

IC5 Develop brochure explaining the benefits of the scheme and publish on Renfo Survey Monkey to gauge management views on MDP2 Ensure all managers have adequate presentation skills/face to face briefing skills

CS DEPT/CCU

Bursary scheme IC3 January Target group: Final year students at university/college Develop leaflet profiling the scheme and existing beneficiaries Develop online content and link to colleges/university websites

CS DEPT/CCU

42

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



Managing media relations – media relations protocols

MR2 Protocols completed – Sep 2007 Guidance on best practice issued to depts – Oct 2007

Develop and introduce media relations protocols between the press office and departments to manage the prioritization of proactive publicity and press enquiries

CCU

Media database MR2 Database purchased and in operation – Oct 2007

Implement press management database software to manage responses to media enquiries and improve the targeting of proactive responses

CCU

Crisis management strategy

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

Emergency planning training

MR1 Participation in emergency exercises scheduled for Sep 2007

Extend knowledge of partnership response on emergencies CE DEPT/CCU

43

Supporting members MR1, MR2 Briefing sessions to begin - Aug 2007 Training sessions arranged with specialist broadcast training companies – Oct/Nov 2007

Introduce regular briefings with members about corporate PR activity Develop communications capabilities of members through appropriate training and developments

CE DEPT/ CCU

44

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”



Council brand strategy CB1 Nov 2007 Develop a clear, consistent Council brand strategy to communicate our role, purpose and the benefits that we provide.

CCU

Corporate visual identity guidelines

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

CCU

Corporate design templates

CB2 Jan 2008 Create standard templates that can be made available to assist employees developing presentations, leaflets, posters and exhibition stands.

CCU

Corporate signage standards

CB2 External HQ signage in position for new CSC opening – Aug 2007

Work with Customer Services Manager and Facilities Management to develop a corporate style of signage to be rolled out Council-wide within facilities as and when the signage requires replacement.

F&IT DEPT/HP DEPT/CCU

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

CCU

Customer research CB1 Nov 2007 & Nov 2008 Develop and co-ordinate annual research to monitor customer perceptions of the Council, awareness of the services we provide and satisfaction with key corporate documents and publicity.

CE DEPT/CCU

Documents

EMBARGOED UNTIL DATE OF MEETING Renfrewshire Community …library.nhsggc.org.uk/mediaAssets/CHP Renfrewshire/Paper 09-15.pdf · • Dissemination of CHP logo and house style for all