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Inspecting with Impact – adding value from beginning to endTPAS SW Conference, Exeter Mon 9th February 2015
Dave Page, Resident Inspector and Chair of the Business Improvement Group (BIG)
Chris Handscomb, Vice Char of the Business Improvement Group (BIG)
Dave Withers, Chair of the Resident Involvement Strategy Group (RISG)
Stella Milsom, Resident Involvement Manager
Your workshop hosts are……
Meet our Family of Groups, placing our residents at the heart of the governance of Knightstone
The journey so far……
Bringing it all together
Stretching your legs!
Time for some questions
The Workshop
Board
Resident Involvement
Strategy Group (RISG)
Business Improvement Group (BIG)
Communications Group (CG)
Equalities Group (EG)
Contract Performance Management Group (CPMG)
E-panel
Priorities Group (PG)
Family of Groups (FoG)
• Terms of reference including membership terms
• Role descriptions for both resident volunteer and staff members
• A workplan or agenda planner
• Agendas and minutes of business meetings, these are available on our website
Every group has….
15 members with equal voting rights8 elected resident members7 Assistant DirectorsResident Chair and Vice Chair
Resident members are elected for a 3 year term through partial annual elections
The group scrutinise our performance and shape developing policies and strategies
Agendas and minutes are published to our website
Resident Involvement Strategy Group (RISG)
This our group of Resident InspectorsEstablished in 2010 our Resident Inspectors have undertaken 100 hours of training to understand the organisation, performance management information and how conduct an effective evidence based inspectionBIG have an annual programme of inspections and will carryout at least 3 inspections a year of their choice.
Business Improvement Group (BIG)
• In the Winter of 2010 we worked with Resident Volunteers to form the Business Improvement Group
• This was one of our responses to co-regulation• Although we did a selection process no-one was
deselected!• We worked together to develop a training and
support programme• Our new resident inspectors did a 100 hours of
training and this all came together in pilot inspection in July 2012
How it all began…….
• Welcome to Knightstone• Effective meetings• Interviewing skills and surveys• Team working• Understanding performance information and
interpreting data• Basic Project Management• Report writing• Triangulation of evidence and forming questions• Equality and diversity training• Lots of shadowing……….
Training included…….
Stage 1 : Setting the annual Inspection ProgrammeStage 2: Scoping the individual inspectionStage 3: Desk top reviewStage 4: Gathering more data, interviews, surveys, shadowingStage 5: Drawing our conclusionsStage 6: Writing the report and making our recommendationsStage 7: Business response to recommendationsStage 8: On going monitoring of actions
The Lifecycle of an Inspection
• Communication with residents during stock swaps• Out of hours service – Invicta• Customer contact service• Grounds Maintenance• Voids process• Expressions of dissatisfaction, complaints and
compliments• Financial transactions• Current Mobile working (in progress)
• Examples of our reports are available today and on the Knightstone website
Our Inspections
• BIG is just completing their 8th Inspection• 94 recommendations made• 68 (72.5%) have been accepted and acted upon by the
business• “The best standard of resident report I have seen, very
professional” – quote from our external auditors• On average each inspection takes 36 days and involves
290 hours of volunteering• We have saved £174,000 by our resident inspectors
carrying out these inspections and not engaging external auditors
• They bring us the unique resident perspective
Facts and Figures
• BIG made recommendation this was not clear• The response was the Head of Policy is to review the
existing policy• We held a resident focus group to work on the policy• Outcome was shared back with participants• The final draft shared with over 300 residents for
comment• Refinements made to documentation• The new policy and procedure was then considered by
RISG• Final refinements made before launch of new policy and
procedure including feedback from frontline staff• Audit and Assurance Committee and RISG will updated
on delivery• RISG will scrutinise the payment of Discretionary
Compensation biannually.
Discretionary Compensation Payments
Exercise – 10 minutes
Thinking about what you have heard from us,
is there anything you would like to take back
to your own organisation?
If after today you want to know more please contact:Stella Milsom, Resident Involvement Manager
Email: stella.milsom@knightstone.co.ukTel: 01934 526345