PROJECT BRIEF

PROJECT NAME                      User Voice                                             DATE
PROJECT MANAGER                   Inge Pye
PROJECT OWNER                     Sarah Blundell
                                  Andrew Dutton
VERSION CONTROL                   1.0
BACKGROUND – Rationale for the project

This project will look at collating patient, service user and carers views to provide a strategic overview
of health and social care services in Northamptonshire. Doing this will assist organisations
understanding of the concerns of their customers.

Previously concerns relating to service quality, access to services, and availability of funding and
current service purchasing trends have been identified. These relate to real individual cases; however a
significant proportion relates to perceptions of the population who feel that service, people’s health and
the capacity of organisations to deliver the services to the population is low. There is a real issue of
ensuring that organisations are purchasing and providing quality services. There is an additional
challenge in relation to the public perception and how service commissioners and providers
communicate with the public.

OBJECTIVES – Describe the objectives of the project

This project will link public perception data, complaints and service user surveys. This will enable the
identification of trends that exist within Northamptonshire. It will provide an opportunity for
organisations to consider whether they are meeting the needs of all their customers appropriately.

SCOPE – Overall scope including deliverables (products) and exclusions

This project will not include details of the individual complaints or serious untoward incidents but looks
to capture trends or the broader views of the public with regard to health and social care services.

There will be little comparative performance data provided across geographical areas, or year on year
trends. However clear strong themes are expected to emerge from the presented data. This project
will not give an idea of satisfaction or dissatisfaction with services by ethnic group.

This project will consider a range of data sets including: complaints at NHS Northamptonshire,
prevention services and support, social services survey adults receiving community equipment and
minor adaptations, Patient Advice Liaison Service at NHS Northamptonshire, complaints at
Northamptonshire Healthcare Trust, Patient Advice and Liaison Service at Kettering General Hospital,
hospital incident and accident and emergency patient data, complaints from Social Care, People
Perceptions and Place Survey health and social care perceptions, Safeguarding Elder Abuse National,
and the Commissioning Strategy for Older People Adult Social Care Consultation. This list is not

OUTLINE BUSINESS CASE – Justification for the project (at this stage of the project initial estimates
of costs and benefits are required)

This project will enable a wider group of partners to more readily see patterns in
satisfaction/dissatisfaction with service delivery within the county. This will inform planning decisions.

This project will collate information that has already been collected by the various sources; it will not

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                                            PROJECT BRIEF
undertake new consultations. Therefore the costs involved will be related to the time taken to collate
findings. This role will be undertaken by the Public Health Intelligence team at NHS Northamptonshire.

Opportunities for participation in the development of the JSNA as a whole have been provided to such
partners including the third sector, public health, Nene Commissioning and the Knowledge
Management Board.

ASSUMPTIONS – Describe the key assumptions being made at this stage of the project

It is assumed that the project will be fully funded and resourced and that all internal and external parties
will deliver to the project when required.

CONSTRAINTS – Describe the constraints within which the project must operate

This project could be constrained by the following:
     Capacity within the JSNA team and allocated resources
     Organisational restructuring
     Ability of third parties to deliver data and information in a timely and appropriate manner

PROJECT DEPENDENCIES / INTERFACES – Describe the things upon which the project will depend
during its life cycle

This project will depend on the various partner organisations’ ability to provide the information
requested in a suitable format. The review will conform to information governance standards.

PRODUCT DESCRIPTIONS AND ACCEPTANCE CRITERIA – Describe the criteria that will be used
to judge the success of the project and its deliverables (products)

The success of this project will rest on the ability of the project team to pull out the relevant themes that
emerge from a variety of different data sources and present them in a coherent manner that is
accessible and informative.

KEY INITAL PROJECT RISKS – List and describe any known risks to the project and indicate the
countermeasures needed to treat or minimise the impact.
Risk                                  Probability Impact Mitigation
Resource to deliver the project is L              H      Support from Director of Public Health,
reliant on the Public Health                             NHS Northamptonshire.
Intelligence team’s availability
The cooperation of           partners M           H      Implementation of Communications Plan
organisations to share information
for analytical purposes as and
when it is required

PROJECT PLAN – High level plan setting out project approach with summary timelines
#   Deliverable/Milestone                 Description                      Owner            Start      End
                                                                                            Date       Date
    Review of previous      Review of previous assessment to        Inge Pye              Nov        End Dec
                                                                                          2011       2010
    JSNA’s section          identify ways to improve content and
    concerning user         access. Review primary local data
    voice                   and assess its quality.

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                                              PROJECT BRIEF
      Identification     of   Identify key local data sets available.   Inge Pye             Dec          End Dec
                                                                                             2011         2010
      available        data   Identify any data that may be
      sources                 missing and plan how this can be
                              collected. Decide on appropriate
                              way to present the data.
      Analysis                Analyse all data sets and pull out        Inge Pye             Jan 2011     End Mar
                              key themes, identify inequalities in
                              local communities.
      Report                  Pull together the disparate data          Inge Pye             Feb 2011     End Apr
                              sources and information and present
                              the themes identified in an
                              accessible format.

TOLERANCES – Indicate what tolerance is to be allowed by the Project Board in terms of budget and

No tolerances have been set. This project expects to deliver on time.

DESIGN PRINCIPLES – State which of the council’s design principles apply to this project
A. Customer
     Customer centric approach in all that we do
     All initial customer contact through customer front line
     Services designed around the customer by considering their views: the JSNA looks at a broad
        theme approach for the wider population in the county

D. Learning and growth
    Being intelligence led: understanding our customer requirement; money following need

ORGANISATION IMPACT – Make explicit from the plan, the estimated organisation impact of the
project in terms of:

This project will provide evidence which may support organisational change.
                                                                                      Implementation    Activity,
                                                          Job roles, Number           timescale and duration
Staff impacted by change
Other stakeholders impacted by change

EQUALITY IMPACT ASSESSMENT (EIA) – Determine what impact the project is likely to have on
different sections of the community (including staff)

An EIA will be completed for the JSNA as a whole, rather than individual projects.

Name                            Role                                Date           Signature
Sarah Blundell                  Project Owner
Inge Pye                        Project Manager
n/a                             Head of OD & HR
                                Head of Finance / Strategic
                                Finance Manager
                                Co owner
Paul Burnett
                                Co owner
Charlie MacNally
                                Co sponsor
Andrew Jepps
                                Co sponsor
Louise Crookenden-

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                                          PROJECT BRIEF

Name                        Role                            Date   Signature
Andrew Dutton               Senior Responsible Owner

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