Staff experience showcase at Hampshire PCT


30 / 01 / 2009

The programme, known as the staff experience showcase, includes a review of the Personal Development Review (PDR) process, the introduction of a talent management programme and the launch of a recognition and reward scheme.

  • SHA region
  • The organisation
  • What we did and why
  • How we did it  
  • The results and next steps
  • Contact details and further information
  • SHA region

    NHS South Central

    The organisation

    Hampshire Primary Care Trust is the largest PCT in the country. It serves about 1.25 million people and has an annual budget of around £1.576 billion. The PCT employs around 3,500 people who provide a wide range of services in settings such as, health centres, clinics, GP practices, community hospitals and in the community.

    Hampshire PCT sits within the strategic health authority area of NHS South Central and was formed in October 2006 following the merger of seven PCTs:

    • Blackwater Valley and Hart
    • North Hampshire
    • Mid Hampshire
    • Eastleigh and Test Valley
    • East Hampshire
    • Fareham and Gosport
    • New Forest

    What we did and why

    The PCT is working on a staff experience showcase, which is about designing and implementing a programme of activity to engage front line employees so that they can deliver an improved experience for patients.

    The project was initiated as a direct result of the national NHS staff survey results and the strive towards recognising the importance of staff engagement. A dedicated role was created to take forward and support this work.

    The programme is underpinned with a central planning and control service, designed to capture experience improvement ideas and to ensure that they are considered, implemented if appropriate and reported on.

    Three features of the programme include:

    • a review of the Personal Developemnt Review (PDR) process;
    • the introduction of a talent management programme; and
    • the launch of a reward and recognition scheme.

    How we did it

    Reviewing Personal Development Reviews (PDRs)

    A review of the Personal Development Review (PDR) process is taking place to make sure that it reinforces the desired behaviours in the context of 'experience development'. The process will be reviewed in individual business units through line managers and HR business unit managers. Feedback will be captured from staff in further surveys on appraisal effectiveness. The PDR works alongside the current Knowledge and Skills Framework (KSF) competencies and compliments this process.

    The PDR process will be rolled out to all staff through briefing sessions which will be supported by skills workshops for all reviewers and information packs for reviewees.

    Talent management programme

    A talent management programme will be introduced to support staff recognition. This will be supported by the HR business managers in each business unit.

    A recognition and reward scheme

    The PCT has launched a recognition and reward scheme with an event planned for March 2009. The scheme was introduced as an opportunity for staff to join together to celebrate their success and recognise individuals and teams who have achieved excellence. The awards will feature the following categories

    • Making Best Use of Resources (Team Award)
    • Innovation and Ideas (Team and Individual Award)
    • Individual Awards:
      • Service Redesign
      • Patient Focused
      • Maximising Value
      • Achieving Results
      • Inspirational Leadership
      • Working Together

    A project team was formed to take this work forward, which included:

    • the director of care services
    • the head of staff experience
    • the head of patient experience
    • staff representation from all services
    • communications team
    • human resources
    • key stakeholders

    The work plan is being introduced and rolled out to the organisation through open forums, newsletters, websites and learning and development.

    The results and next steps

    It is hoped that the programme of activity will deliver the following results and improvements:

    • an embedded process, reinforced by the Personal Development Review
    • improved internal and external communications, through having dedicated posts for patient engagement and staff experience, which will link to the PCTs communications team
    • complaints being dealt with more personally, resulting in stronger links built with customers
    • clear standards for service behaviour, these will be set out in employees PDRs so that they know exactly what customers expect from them
    • celebration and positive reinforcement for success
    • improved staff engagement and morale, this will be measured through the national NHS staff survey, Healthcare 100 Awards and the Sunday Times Top 100 companies. The head of staff experience will engage with staff and listen to what they have to say through staff clinics
    • that the PCT will be a provider, partner and employer of choice.

    Contact details and further information

    Alison Percival, Head of Non Clinical Case Services

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