1. Self Assessment Using EFQM Excellence MODEL Down Lisburn Trust’s Experience of Continuous Improvement John Simpson Down Lisburn Trust

2. CONTINUOUS PROFESSIONAL DEVELOPMENT Controls Assurance Risk management Complaints Clinical & Social Care Governance Mandatory Training EVIDENCE BASED PRACTICE CLINICAL EFFECTIVENESS PROFESSIONAL SELF REGULATION Performance management User Involvement Accountability Agenda for Change Equality Competence Knowledge and Skills Framework Research & Development Health & Safety QUALITY LITIGATION Procedures Customer Satisfaction Stakeholder requirements ‘Priorities for Action’ National Service Frameworks ‘Developing Better Services’ GOVERNANCE

3. The ‘Quality Triangle’ Model Customers Processes People Charter Mark ISO 9000 Investors In People

4. Charter Mark 1.Set Standards & Perform Well. 2.Actively engage with your Customers, Partners and Staff. 3.Be fair and Accessible to Everyone and Promote Choice 4Continuously Develop and Improve. 5.Use Your Resources Effectively & Imaginatively. 6.Contribute to Improving Opportunities and Quality of Life in the Communities You Serve

5. Appreciation of our People Reward Development Recognition Opportunity “Thank you culture”

6. OBJECTIVE Enable Staff to feel:-  Competent  Confident  At Ease  Valued  Counter “Corrosion” Enable Staff to:- work SMARTER Not HARDER

7. EntryAssessmentInterventionReview Exit Post Exit Patient / Client ‘Journey’……. Service Delivery Process …...

8. ISO 9001 International Standard for the Quality Of Management Say what you do Challenge it Do what you say Prove it

9. QUESTION? How.. GOOD …… BAD or INDIFFERENT ….. are we.. and ……. HOW DO WE FIND OUT? ------ SELF ASSESS

10. Self Assessment Focuses on... How our organisation works How good we are How we compare with others How good we need (want) to be What needs to be improved How to get started

11. The EFQM have taken a simple model... Organisations achieve better results through the involvement of all employees ( people) in the continuous improvement of their processes PeopleProcesses Results

12. The purpose of Self Assessment is... To review the organisation against a world- class standard and to identify resultant opportunities for improvement. To establish an improvement plan to address the priority improvement opportunities. To establish a base line and measure progress towards becoming a leading organisation.

13. The Self Assessment process... Develop Commitment Plan Self Assessment Establish Teams to Perform Self - Assessment & Educate Communicate Plans & Conduct Self Assessment Establish Action Plans Implement Action Plan REVIEW PROGRESS

14. The European Excellence Model Achieves Driving Through Leading Ultimately to Excellence in... Leadership Processes Business Results People Management Policy & Strategy Partnerships & Resources People Results Customer Results Society Results

15. Leadership Managing the Delivery of our Services Managing the Delivery of our Services Achieving all that we planned or needed to achieve Achieving all that we planned or needed to achieve Managing Staff Planning our Services Planning our Services Managing Resources & Partnerships Managing Resources & Partnerships Satisfying our Staff Satisfying our Staff Satisfying all our Patients Clients or Customers Satisfying all our Patients Clients or Customers Satisfying the Local Community Satisfying the Local Community How good are we at…?

16. D.L.T. :- JOURNEY ORGANISATIONAL SELF ASSESSMENT:- 1998 -- (300-350 pts) --- No site visit 2000 -- (350-400 pts) --- Gold Award 2001 -- (450-500 pts) --- Mark of Excellence 2003 -- (500-550 pts) --- Northern Ireland Quality Award.

17. 2003

19. Strengths & A.F.I’s YEARSTRENGTHSAFI’s 1998246205 2000174127 2001226144 200312197

20. Some Key Areas for Improvement (2003) Target-setting across the USDP Succession plans Strategic rationale regarding Trust partnerships. Reviewing targets to create greater challenge. Absenteeism Internal benchmarking Review of Performance Management Framework

21. Benefits... An objective assessment based on factual information against a set of criteria which is seen as best practice and which is widely accepted across Europe. A means of measuring our progress over time through periodic Self Assessment. A link between what the organisation needs to achieve and how we put into place strategies and processes to deliver our objectives. Reinforces link between enabling activities and excellence in Key Performance Results

22. Benefits.. ctd… Provides a structure to integrate initiatives. Enables the organisation to co-ordinate improvement activities through a structured approach. Gives the organisation an impartial external assessment. Provides a benchmark for organisational excellence.

23. Self Assessment Using EFQM Excellence MODEL Down Lisburn Trust’s Experience of Continuous Improvement John Simpson Down Lisburn Trust