About this event
Are you interested in joining a discussion with other lead officers as we try to establish some best practice principles around the support and management of staff delivering Healthwatch information and signposting?
We know from what Healthwatch have told us that enquiries are now more challenging than ever. Callers have complex inter-related issues, have often already been unable to find help elsewhere, and sometimes, there isn't a solution to give them. Information and signposting staff might struggle not to go beyond the boundaries of the advertised service due to not wanting to leave an individual stranded.
In addition to this, hybrid working has become the norm for many. Staff will be in their own homes taking calls from the public, not as within easy reach or earshot of team colleagues. In common with many other services, this set-up introduces new challenges that we've probably not yet sufficiently considered.
Type of event
Small discussion group
Who is this event for?
Healthwatch lead officers or other senior staff responsible for managing staff who provide information and signposting.
What will you learn?
We'd like to bring lead officers together to agree on the issues, share current approaches between different Healthwatch, discuss what might need to be developed further, and, if possible, come up with a short set of best practice considerations and principles.
You’ll have the opportunity to reflect on the approaches that you are currently taking and consider if your existing policies and procedures could be improved. Among other things, we’ll be thinking about:
- How can you, as a manager of an information and signposting service, be as sure as possible that staff are appropriately supported and risks mitigated?
- What systems can be put in place for staff working at home to replicate as best possible the formal and informal support that’s always been available when services were just office based?
Who is running this event?
Jon Turner, Impact and Regional Network (North West) Manager
