We know from our own listening activities during 2015 that our stakeholders feel they don’t have enough sight of what specifically happened as a result of specific views they gave.
This means that when they are subsequently asked for their views on another topic, they can suffer from what they call ‘consultation fatigue’ – feeling that they repeatedly make the effort to provide their views without equal effort being made to give them specific feedback on their individual views and concerns.
Our own organisational ‘brand’ is centred on the strapline “Listening. Responding. Delivering.” This strategy sets out how we operationalise that strapline to place it at the heart of what we do. This includes an updated approach incorporating improved business processes and communication channels that addresses our stakeholders’ expressed concerns and increases our capacity for providing individual feedback where required.
This was the most striking finding from the “Our Engagement with you” survey we carried out as part of our 2015 Summer of Listening exercise:
- 39% of respondents said they had never seen feedback from the CCG on a specific strategy or plan;
- 42% said they had never seen feedback on general topics or themes; and
- 70% said they had never received personal feedback on something they had said.
Comments received included:
- “We tell you what we want but you don’t listen – it appears that your consultations at times are all about ticking the boxes ”
- “Look for a wider breadth in your dealings with voluntary sector organisations”
- “I have heard Healthwatch on local radio but not you”
- “Maybe make inroads into your ‘clients’”
The danger of such an attitude being prevalent amongst our stakeholders is that when they are subsequently asked for their views on another topic, they could suffer from what they call ‘consultation fatigue’ – feeling that they repeatedly make the effort to provide their views without equal effort being made to give them specific feedback.
Our updated Listening and Engagement strategy seeks to address this challenge through improved business processes and communication channels built on a “Listening. Responding. Delivering” approach.
With these improved business processes:
- each specific item of listening and/or engagement will be individually logged;
- all items will be collated into one central repository (ELR CCG MOOD) and analysed across our range of listening activities and channels;
- each item will go through a structured process, asking; is something specific being suggested?
- do we do it already?
- if we don’t, is it something we could/would do?
- where requested, each individual will receive specific feedback on their specific item, even where the response is simply to thank them and confirm action is already in hand to address their specific concern; and
- a directory of all listening and engagement items received and our specific responses will be published on our website and made available for download.