Class 10. Communications with the Public

Class Description: Guidance and Information Leaflets, Press Releases

Contents Table

Effective communication is central to the way we, as service providers, do business. This means that communication is timely, that is, people get the right information at the right time, and clear – that means that it is easily understood.

It also means that we are accountable, open and proactive, we listen and provide feedback and we inform.

The PR Department co-ordinates internal and external communication. Our role is to develop and use the tools, techniques, processes and messages that help to promote a mutual understanding of the Trust and all its stakeholders both internal and external. How we do this is detailed in the Trust’s communication strategy, available from PR Department.

Communication with users

The Trust prints more than 70 pieces of promotional literature per year. To ensure that all written material is clear, accurate and consistent, we have developed a Corporate House Style. The guide has been issued to all staff with accompanying training. The guide is reviewed annually.

Most services provide written information for users. To ensure that such information is clear, it is proofed by PR and frequently quality checked by user groups. Indeed many leaflets are instigated by user groups.

The Trust organises about 40 events per year. The aim of these events is to inform service users and providers of the introduction of new services or changes to existing services. Leaflets and documents are available in alternative formats on request. Additionally, the Trust is currently auditing our population to find out the range of ethnic minorities in our area so that corporate documentation and leaflets can be translated.

Staff Training in Consumer Care

The Trust has an ongoing training programme for all staff that helps them to provide a high standard of service. Central to this training is the Trust’s Consumer Care Strategy which outlines what is expected from staff when in contact with the public.

Areas covered include complaints handling, how to deal with difficult situations and telephone techniques. New staff receive Induction training and thereafter attend various updates on consumer care.

Communication with the Public – potential users

Local and regional newspapers, TV and radio are key mediums to inform the local community of Trust activities. The Trust meets regularly with the editors to inform and brief them of developments.

Additionally the Trust runs a four page spread in three local papers annually to review the activities of the Trust. Each month a half page is taken in three local papers to highlight specific areas of care.

The Annual report and the Corporate Plan are public documents which are circulated widely.

Board meetings are held in public and are advertised in the press.

The Trust meets on a regular basis with local MLAs, Councillors and community representatives to brief them on Trust developments.

Class No: 10

Class Name: Communications with the Public

Class Description: Guidance & Information Leaflets, Press Releases

Reference Number	Content Title	Content Description	How to obtain / format	Frequency of update	Available From
10.1	Press Releases	Details on all Trust Press releases	www.nwb.n-i.nhs.uk Hard copy on request	As required	PR Department 02890 327156
10.2	Press Releases	Details on Health Action Zone press releases	Hard copy on request	As required	HAZ PR Department 02890 237026
10.3	‘All Points’	Staff magazine	www.nwb.n-i.nhs.uk Hard copy on request	4 times a year	PR Department 02890 327156
10.4	Communication Strategy	Document summarising the way forward for communication in the Trust	www.nwb.n-i.nhs.uk Hard copy on request	As required	PR Department 02890 327156
10.5	Supplement	Supplement highlighting Trust achievements (distributed through three local weekly papers)	www.nwb.n-i.nhs.uk Hard copy on request	Annual from September each year	Chief Executives Office 02890 327156
10.6	Annual Report	Description of Trust activities for the preceding year	www.nwb.n-i.nhs.uk Hard copy on request	Annual	PR Department 02890 327156
10.7	Leaflets	A list of all trust leaflets	On line Hard copy on request	As required	PR Department 02890 327156