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Internal Communications & Engagement Review – Your Feedback

#ICEreview People Passion Potential

Dear Colleagues,

You want more face-to-face, simple and accessible communication. You want to see more real frontline stories shared; for us to celebrate successes – both of the people we support and colleagues too. You want to see and hear from leaders at all levels – and for us to have a better understanding of what your world looks like. But above all, you want to have influence within our organisation.

You want to feel involved and included; to be listened to and consulted; to have your opinions sought and to shape our progress. In short, you want a voice and for that voice to be heard. And we want you to as well.

During 2015 we invited you all to take part in a really important piece of work – our Internal Communications and Engagement Review.

Through an all-company survey and a series of face-to-face regional focus groups, we asked you to tell us what you believe great communication really looks and feels like.

Fast forward a few months and almost a quarter of our whole workforce have, in some way, contributed to this important review – making this the most significant piece of employee research we’ve ever carried out.

Neil Matthewman Chief Executive

This organisation belongs to you and to the people we support. Our goal is to make Community Integrated Care the best place to work, so that our services are the best places to live. We know that we don’t always get this right, but we promise that we will do everything possible to make this our reality.

This publication has been created to tell you the story of the review – drawing out the main themes of your feedback both good and bad. You have called for more openness and honesty in how we communicate and I promise you that’s what this publication is all about.

Thank you again to everyone who took the time to take part in this work. Your thoughts and opinions have been heard, and will shape our communication plans for the future – we’ll come back to you very soon to share these with you.

Some of what you told us, we already knew: you are an extraordinarily caring group of people, passionate about the work you do and the people you work with and for. You are proud of this organisation, and we are proud of you too.

But, there is lots we didn’t know. And that’s what we now need to change.

Kind regards, Neil Matthewman, Chief Executive

The Structure of the Review Review took place over 9 months, in 3 stages

1

Executive Team Interviews

2

All Company Survey

3

Regional Focus Groups

Looked at 5 key themes loyee V oic Emp ur

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Strategy Our

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The Survey - Who Took Part

20% Over

1,075

colleagues took part in our survey (that’s nearly 25% of our whole workforce)

n

s

F

ro

m

all

6

io reg

2

3

of responses were from Support Services and Regional Office staff

70% of responses were from Non-Managers

1

of responses were from Frontline Staff

3

of respondents were from Managers

The Focus Groups - Who Took Part

s grou

1

th p

od

ps

on

m

fo

cu

icipants fr art

e ri

6

all om

20

with p

over a

165

re gio ns

p e o p le

to o k p a r t

Your Results What we communicate

How we communicate

Top 5 things you want to hear more about...

Success Stories

said Team

82% Meetings

Changes to Policies & Procedures

Employee Benefits

from our services and the people we support

Your Top 4 choices were all face-to-face communications

81% said Manager Discussions

Success Stories

L&D / Training Opportunities

said One-to-ones

63% /Appraisals

from colleagues and staff

said other

58% Colleagues

Whose role is it?

71%

When asked who you see as being responsible for communication…

of people said their Line Manager

37%

43%

37%

said Regional Managers and Directors

said Communications Team

Volume of communication When asked about the overall amount of communications you receive at work, you said…

31%

said the Executive Team

said other Colleagues

Overall feelings When asked how you feel overall about internal communications and engagement within Community Integrated Care, you said…

Too much

15% 8%

it can be confusing

16%

Too much

33%

Good

but I understand the messages

Just the right amount

28%

Excellent

12% 9%

A little more communication would be useful

Too little - a lot more communication would be useful

Average

37%

42%

Poor

The positives What’s going well

Strategy, Vision and Values

Over

90%

of you understand how your role contributes to our organisation’s success. You know what our values are and what this means for you.

Relationship with Line Managers

The relationships between you and your line managers are really positive

87%

of you say your manager has the right values

86%

of you believe your manager listens to you

83%

feel your manager cares about you and your colleagues

80%

of you say your manager creates a positive environment

60%

80%

100%

The positives What’s going well

Leadership Communications

Over

70%

of you believe that our senior leaders are friendly, approachable and behave in line with our values

What You’re Saying Engagement

Materials

“We used You First as a regional newsletter; family members and social workers loved it – it was great to see pictures and read stories about other services. ”

“It’s rewarding to make a difference – to see changes happen in the people you work with.”

Change

Golden Thread

“I love the concept of the Golden Thread. It’s probably the first thing that has managed to touch everyone at all levels.”

Strategy

“We want to be the leading social care charity. That’s the right way to go – I believe in that.”

“It’s challenging working here but in a good way - we’re changing and growing.”

Click & Yammer

“I have Click and Yammer on my mobile phone as I like to know what’s going on. It’s breaking down the silos.”

VA L U E S

The negatives Things we need to change

Strategy, Vision and Values

1

in

3

people don’t know where the charity is heading and what we are trying to achieve

36% of people do not believe that we will become the UK’s Leading Health & Social Care Charity

“I knew the strategy before I joined but I’ve heard nothing about it since.”

Leadership Visibility

60% of non-managers rarely or never see or hear from their Regional Manager

87% of non-managers rarely or never see or hear from their Regional Director or the Executive Team

Over

40%

of you don’t think that leaders listen and take on board the views of frontline people when making decisions

The negatives Things we need to change

Team Meetings Only

5% 70% 71% 40%

Only

of people have weekly team meetings of managers only meet with their team every month or less of you have regular one-to-ones or appraisals of managers say they don’t have the right information and tools to brief their teams 0%

25%

50%

Just One Change…

We asked you if you could make just one change to communication within Community Integrated Care, what it would be… these were your top 5 answers:

Listen to staff more before making decisions “Communication shouldn’t be something that is done to you. It should also be about listening to what life is actually like working for the charity.”

See and hear more from leaders “I’d like to see more of our senior leaders. For them to come and visit our services and see what we do every day.”

Just

More honesty and transparency “Don’t be scared to give information that might be negative. We learn from this and some information is better than none at all.”

1

CH ANG E

More face-to-face communication “Be honest and talk to us face-to-face.

Do what you say you’re going to do with no excuses.”

More respect and recognition “Show us that you are aware that frontline staff are knowledgeable, committed, passionate and professional. Just to hear “thanks” or “well done” along the way.”

75%

100%

Take 5 minutes to read this feedback and share your thoughts on Yammer using the hashtag #ICEreview

Internal Communications & Engagement Review – Your Feedback