PUTTING THE IN VAL E
Contents It’s all about you 4 Clive 5 Consult 6 Listen 8 Involve 10 Value 12 Experience 14 VIP3 photos 16 iDecide Summer Gathering 17 VIP3 18 Client Involvement Logo Competition 19 Client Feedback 20
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IT’S ALL ABOUT Here at P3, client involvement is always at the heart of the organisation. We want to build and further develop the way we involve YOU - our experts. We asked you what you wanted from the new client involvement strategy and you were very clear - a strategy that makes sense, isn’t too wordy or fancy and isn’t dull. This strategy has been written by YOU for YOU!
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CLIVE
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• P3 will continue to talk
C
onsult
• We will consult with you wherever possible • We will let you know how your views have made a difference • P3 will hold regular forums, locally, nationally and online • You will continue to write and review our policies
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• We will work together to develop a shadow board where you will make decisions about the organisation and the services our customers receive • P3 will utilise your expertise when developing new services • Together we will develop an annual satisfaction survey and use the feedback to improve what we do • P3 will have quarterly feedback frenzies in each region • We will work with you to publish an impact report about how your involvement has made the organisation amazing • P3 will kindly ask you to complete the Spill The Beans cards - it really does make a difference
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L
isten
• P3 will listen to you. How else can we improve what we do? • The P3 Senior Leadership Team will visit your region for breakfast meetings • We don’t always get it right, so tell us. We welcome complaints and view them as a positive
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• Our trustees will do an annual Trustees on Tour. They really want to hear what you have got to say • P3 will hold the VIP3 Conference every year • Our VW camper, CLIVE, will be at a service near you • Your service will hold listening lunches • We will develop a wide range of ways we can listen by use of technology
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I
nvolve
• Client Involvement is when you can influence, improve or change what we do • We will involve you in the following:
Recruiting our staff, making sure we get the right people to support you
Mystery shopping our services to ensure their delivery continues to be amazing. You will work alongside our quality team
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Training our staff, lending us your expertise New developments. Helping us to shape our future services, and make them the best The tender process. Helping P3 to pitch for new business Impact! Helping P3 to measure the impact your involvement has in P3 Developing your regional client involvement plan, in partnership with your regional client involvement officer Governance. Together with our board of trustees you will make strategic decisions about the future of P3
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V
alue
• P3 get really excited when you want to get involved. We totally value you and will continue to do so • We will continue to offer incentives • Advocacy
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• We will provide resources • P3 will offer you training • We will demonstrate that because of your involvement we have made a difference • Have a reward and recognition ceremony at the VIP3 • Share your thoughts and achievements across the organisation
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E
xperience
We want you our experts to help us shape the future of P3
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VIP3 Conference 16
Scan the QR code to watch the days highlights video
iDecide Summer Gathering Scan the QR code to watch the days highlights video
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VIP3 Conference 2014 Staff and Clients arrived to the 2014’s VIP3 conference to be met by a whopper of a Big Top, stilt walkers, candy floss and circus acts. Clients had the option to sign up to one of three workshops taking place that day - ‘ A Heart to Heart with SLT’, where clients could speak openly about anything P3 related with our Senior Leadership Team. ‘Client Involvement Strategy Refresh’ workshop focused on what to include in the new client involvement strategy, centred on soon-to-arrive CLIVE the campervan. and the ‘Social Media and Website Workshop’, allowing clients to discuss with the Communications Manager on ways for staff and clients to communicate with one another via the world of technology. And if the workshops weren’t enough, everyone had the option to learn a new party trick at the Circus Skills demo, provided by JJZ Circus Daze. The afternoon began with the Dragons Den Client designed logo competition. A specially assembled VIPanel were presented with designs from the clients by their region’s Operations Manager. The Panel short-listed their favourites, throwing the final decision our to the P3ublic vote! Throughout the day clients were given the opportunity to give feedback - either via sticky note affixed to papier-mâché elephant or by the feedback forms that were handed out during the day.
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Client Involvement Logo Competition
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Client Feedback
Great staff who help you out by working at your pace
Great day and brill way to build up confidence Love the circus theme, rooaar!
Nice to meet the SLT
Something for everyone - take part or watch
Had fun and m ade new friend s, thank you fo r everything
Very welcoming. Food was lovely
Brilliant themed props
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gular e r e r o be a m o t s d e e N
event
If you could describe the service you receive as a car what model would it be and why? “Volkswagen Beetle (modern) because you guys are cheerful & approachable. You also do things a modern, better way” – Derbyshire client “The car from Back to The Future because it gave me a second chance” – Wolverhampton client “BMW - speedy help, very reliable, trustworthy” – London client “That Porsche hybrid supercar that was on Top Gear - it does everything you could possibly need” – Slough client “Standard Ford KA because house is standard support and not very inviting décor” – Gloucestershire client
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Client Involvement Regional Reps East Midlands - Alison Bloor South West - Paul Mcalary North West - Lynne Wescombe West Midlands - Akilah Duffus Client.involvementofficers@p3charity.org
Head Office: Eagle House, Cotmanhay Road, Ilkeston, Derbyshire, DE7 8HU www.p3charity.org
T: 0115 850 8190
facebook.com/P3Charity
info@p3charity.org
F: 0115 930 2939
@P3Charity