Business Plan March 2015

Transcription

1 Business Plan March 2015

2 Patient and Client Council Business Plan Introduction Our business plan sets out the Patient and Client Council s priorities and key deliverables for the year Our business plan has three sections: Role of the Patient and Client Council Patient and Client Council objectives for Management team and structure The Patient and Client Council Board will monitor progress against the objectives and the effective running of the organisation at each of its Board meetings, which are held in public. The wider business planning for the Patient and Client Council includes a separate Governance Plan which provides assurance to the Board on the organisation s activities and actions to meet its responsibilities as an Arm s Length Body. 1

3 Role of the Patient and Client Council The Patient and Client Council was established on 1 st April 2009 to provide a powerful independent voice for people in Northern Ireland on health and social care issues. Our Vision A health and social care service that is shaped by the experiences of patients, clients, carers and communities. Our Purpose To be an independent and influential voice that makes a positive difference to the health and social care experience of people across Northern Ireland. Our Duty The overall aim of the Patient and Client Council, in contributing to Department of Health, Social Services and Public Safety (Department / DHSSPSNI) strategy, is to help create a high quality health and social care system, in particular one that is driven by, and responsive to, the needs and wishes of patients and clients. This aim is delivered through four core statutory functions of the Patient and Client Council; To represent the interests of the public by engaging with the public to obtain their views on services and engaging with health and social care (HSC) organisations to ensure that the needs and expectations of the public are addressed in the planning, commissioning and delivery of health and social care services; 2

4 To promote the involvement of patients, clients, carers and the public in the design, planning, commissioning and delivery of health and social care; To provide assistance to individuals making or intending to make a complaint relating to health and social care; and To promote the provision of advice and information to the public by the HSC about the design, commissioning and delivery of health and social care services. 3

5 The Patient and Client Council s role within Northern Ireland health and social care As part of the Health and Social Care Framework for Northern Ireland the Patient and Client Council seeks to support the Department of Health, Social Services and Public Safety s (Department) overall duty to promote an integrated system of health and social care designed to improve the health and social well-being of the people of Northern Ireland. The Patient and Client Council will seek to do this by providing a powerful, independent voice for patients, clients, carers, and communities on health and social care issues. The Patient and Client Council s performance framework is determined by the Department in the light of its wider strategic aims and of current Public Service Agreement (PSA) objectives and targets. The priorities and objectives for the Patient and Client Council are set out in its annual business plan, the key objectives of which are subject to approval by its Sponsor Branch in the Department. In common with all Arms Length Bodies (ALBs), on issues of governance and assurance, the Patient and Client Council is directly accountable to the Department. All health and social care bodies must co-operate with the Patient and Client Council in the exercise of its functions. This means that health and social care bodies must consult the Patient and Client Council on matters relevant to its role and must furnish the Patient and Client Council with the information necessary for the discharge of its functions. Furthermore, health and social care bodies must have regard to the advice provided by the Patient and Client Council about best methods and practices for consulting and involving the public in health and social care matters. 4

6 The Patient and Client Council s relationship with the other health and social care bodies is therefore characterised by, on the one hand, its independence from health and social care bodies in representing the interests and promoting the involvement of the public in health and social care and, on the other, the need to engage with the wider health and social care in a positive and constructive manner to ensure that it is able to efficiently and effectively discharge its statutory functions on behalf of patients, clients and carers. The Patient and Client Council s functions do not include a duty to consult on behalf of the health and social care. Each health and social care body is required to put in place its own arrangements for engagement and consultation. 5

7 Our Goals The Patient and Client Council Board has approved four strategic goals for from which its work in each year flows. These are: 1. The Patient and Client Council is an independent and reliable voice for people using health and social care services. 2. There is an improved health and social care system. 3. Decisions in health and social care are made in partnership between the public and health and social care organisations. 4. The Patient and Client Council is an effective organisation. 6

8 Patient and Client Council objectives for The Patient and Client Council Board has agreed the following objectives/projects in order to deliver against its four strategic goals for this year. Whilst most will be delivered within the coming year, some will take longer to complete. Throughout the year the Patient and Client Council will undertake projects in addition to its business plan which the Board will be kept informed about. This work will be reported on by the Operations Function in its regular reporting to the Board and where appropriate, recommendations will be made. In addition, some of the completed business plan objectives for will require follow through by the Operations Team. 7

9 Goal 1: The Patient and Client Council is an independent and reliable voice for people using health and social care services. 1.1 The Patient and Client Council will take forward its work on understanding the experience of health and social care services for homeless people. This will be done in conjunction with community and voluntary organisations involved in the care of people who are homeless. Success will be demonstrated by; a) The Patient and Client Council will hold an event with community and voluntary sector organisations and people who have experience of being homeless. This will be hosted in December b) The Patient and Client Council will produce a report on the event which will inform the work going forward. The report will be produced by January The Patient and Client Council will continue to monitor the experiences of people affected by the implementation of the Bamford Review. Success will be demonstrated by; a) Consolidate work commenced in 2014 regarding the needs of carers who are caring for dependants with enduring mental health illness. This work will be completed by December b) The Patient and Client Council will seek to understand what is working well and not working well in learning disability services. A report will be produced giving service users and carer s perspectives. This will be completed by October

10 c) The Patient and Client Council will work with the DHSSPSNI to shape the delivery of an Evaluation of the Bamford Action Plan The Patient and Client Council will gather the views of carers on priorities in health and social care, so that these views can influence policy, commissioning and service delivery. Success will be demonstrated by; The Patient and Client Council will produce the Carers Priorities Report. This will be achieved by September

11 Goal 2: There is an improved health and social care system. 2.1 The Patient and Client Council will commence work to understand the end of life care experience. Success will be demonstrated by: The Patient and Client Council will seek to understand the key issues in relation to the end of life care experience, including people s views on planning for end of life care decisions. This will be the first year of a two year project. Success will be demonstrated in this year by completion of a literature review which will set parameters for year two of the project. The literature review will be completed by August The Patient and Client Council will seek to understand the views of people who have myalgic encephalomyelitis / fibromyalgia. Success will be demonstrated by: The Patient and Client Council will undertake a study to understand people s experience of myalgia encephalomyelitis (ME) and fibromyalgia (FM or FMS). This work will seek to improve the patient experience and will be achieved by December The Patient and Client Council will seek to provide effective feedback opportunities for people on health and social care issues. Success will be demonstrated by: The Patient and Client Council will work with health and social care providers to implement a real time feedback system for patients and service users. This will enable them to give their opinion of health and social care services and to receive feedback from providers. This will be subject to Department of Health providing budgeted resources. This will 10

12 be achieved by March The Patient and Client Council will provide a responsive complaints support service to people wishing to make a complaint about health and social care organisations in Northern Ireland. Success will be demonstrated by: a) The Patient and Client Council provide a responsive, complaints service and will produce and publish complaints data in an Annual Complaints Report which will be used to influence change in health and social care services. This will be achieved by June b) The Patient and Client Council will engage with the people it has supported through the complaints process to understand their experience of the HSC complaints process. This will be reported by February c) The Patient and Client Council will hold a workshop to examine mechanisms available to children and young people to support them to make a complaint about health and social care services. This will be achieved by December The Patient and Client Council will seek to understand the experiences of women who have experience of miscarriage. Success will be demonstrated by: The PCC will host an event for women, their partners, decision makers and relevant stakeholders with a view to improving existing support mechanisms in Northern Ireland. This work will seek to improve the patient experience and will be achieved by December

13 2.6 The Patient and Client Council will follow through on previous work on, Chronic Pain (The Painful Truth), Access to GP Services and Urgent Care Services (Care When I Need it) to ensure recommendations have been implemented and service change has been made. Success will be demonstrated by; a) Working in partnership with the Pain Alliance for Northern Ireland we will advocate to bring an international conference on the "Societal Impact of Pain" (SIP) to Belfast. This will be achieved by September 2015 b) The Patient and Client Council will follow up with HSC bodies on how they have responded to its recommendations as contained in its Urgent Care, Access to GP Services and the Painful Truth reports. This will be achieved by August

14 Goal 3: Decisions in health and social care are made in partnership between the public and health and social care organisations. 3.1 The Patient and Client Council will seek to understand the experience of service users involved in the development of Integrated Care Partnerships (ICPs). Success will be demonstrated by: a) The Patient and Client Council will host a workshop with service users involved in the development of Integrated Care Partnerships (ICPs) to learn from their experience with a view to further developing service users as co-designers of health and social care. A progress report will be produced by December b) The Patient and Client Council will work with the Health and Social Care Board to evaluate patient s experience of ICPs. Achieving this objective will be determined by the Health and Social Care Board s timetable for this work. This work will be achieved by March The Patient and Client Council will seek to further understand the public s priorities for patient and client safety and quality of care in health and social care. Success will be demonstrated by: Discussions which originated at the Patient and Client Council safety conference in October 2014 will continue with Health and Social Care Trusts. The Patient and Client Council will work with other organisations to promote opportunities for a public debate into quality and patient safety. This will be achieved by March

15 3.3 The Patient and Client Council will seek to have accredited information provided to the public in Northern Ireland on health and social care services. Success will be demonstrated by: The Patient and Client Council will work with the Health and Social Care Board and Public Health Agency to deliver a web based information portal. This will be achieved by March The Patient and Client Council will implement findings from the Local Advisory Committee (LAC) Review and Membership Review completed in 2014/2015 to maximise user input at a local and national level. Success will be demonstrated by: The Patient and Client Council will implement findings from the LAC Review and Membership Review completed in 2014/2015 to maximise user input at a local and national level. This will be achieved by November The Patient and Client Council will host six events to promote personal and public involvement in health and social care decision making. Success will be demonstrated by: The Patient and Client Council will host six events to allow people to engage with a panel of health and social care decision makers. 14

16 Goal 4: The Patient and Client Council is an effective organisation. The Patient and Client Council will operate as an effective and responsive public body. Success will be demonstrated by: Corporate 4.1 The Patient and Client Council will manage its activities in line with its corporate responsibilities, requirements and best practice for an Arms Length Body as set out by the DHSSPSNI. Success will be demonstrated by: The Patient and Client Council Board will receive assurances on the governance arrangements through an effective Governance and Audit Committee and submission of timely information on: Governance statements; An appropriate assurance framework; Effective business planning arrangements; Appropriate business continuity plans; Audit reports; and Dynamic risks register that deals with the primary risks to delivery of the business plan. 15

17 Resources 4.2 The Patient and Client Council will manage its resources effectively and provide value for money in all its operations. Success will be demonstrated by: The Patient and Client Council will ensure it has appropriate financial management arrangements in place including those for planning, forecasting, procurement and prompt payments. It will also ensure achievement of its breakeven target and presentation of its annual accounts within timescales set out by the DHSSPSNI. The money allocated to the Patient and Client Council for the year is 1,628,664. Financial plans in regards to salary and goods and services are set out in the table below. Cost Forecast ( 000 s) Salaries 1145 Goods and Services 483 Total 1628 The Patient and Client Council will provide value for money in its operations. In looking at the planning of resources for the year the following key points should be noted: 16

18 a) The Patient and Client Council is required to purchase its corporate services support from the Business Services Organisation under a Service Level Agreement. The Service Level Agreement will include services for procurement, human resources, finance, equality and legal services. b) The Patient and Client Council must meet its operations within the money allocated to it and expenditure incurred will be reviewed on a monthly basis. Each Board meeting will receive an update on the financial position of the organisation. People 4.3 The Patient and Client Council will manage its people effectively. Success will be demonstrated by: Delivering effective recruitment, appraisal, absence management and personal development arrangements. 17

19 Management structure of the Patient and Client Council The Patient and Client Council has a Board with a complement of 16 nonexecutive directors and a Chair, all appointed under the public appointments process. The Board of the Patient and Client Council is responsible for; Setting the strategic direction for the Patient and Client Council; Monitoring the performance of the Patient and Client Council; Ensuring highest standards of corporate governance and personal behaviour; Ensuring proper financial stewardship; Appointing and appraising senior officers and non-executive directors. The Patient and Client Council has a relatively small staff team who deliver the work programme as agreed by the Patient and Client Council Board. Key roles within the organisation include: The Chief Executive: Is accountable to the Board of the Patient and Client Council for the efficient and effective management of the organisation and ensuring it fulfils its statutory functions and meets the objectives agreed by the Board; Is the Accounting Officer for the Patient and Client Council and in that capacity is directly responsible to the Permanent Secretary of the DHSSPSNI for accounting of public funds; and Is answerable through the Patient and Client Council Board, to the Minister for Health Social Services and Public Safety. 18

20 The Head of Operations: Leads the Patient and Client Council operations in the delivery of the annual operating plan; and Ensures the development of the Patient and Client Council s ability to ensure patient and client views are heard. The Head of Development and Corporate Services: Manages corporate services functions of the organisation; Manages the controls assurance and risk management of the organisation. 19

21