Meeting: National Client Panel
Date held & location: 20/01/2011 County Thistle Hotel, Newcastle
Minute taker: Emma Holliday
People who came to the meeting:
Tim Bird, Rob Corker, Rob Chapman, Richard Burton, Richard Faulkner, Neal Tobbell, Christine
White, Nicole Padfield, Andy Jones, Danielle Bullock, Rachael Byrne (Chair), Sally Parsons,
Irmani Darlington, Ronika Cunningham, Emma Holliday (Minutes),
Chris Cunnane, Karen West, Kerry Jones, Donna Chadburn
June Hudson (Involving You Steering Group), Nicola Grant, Mark Fletcher
1. Introductions and Warm up
Brief introductions were given by the group and June Hudson from
the Involving You Steering Group was welcomed to the meeting.
The warm up for the session was led by Sally Parsons, the
objective of which was to get the group to recognise who are the
louder and quieter members so that everyone has a voice. The
group were split into three smaller groups for the rest of the
2. Minutes of last meeting
Matters arising: Emma to check the
site twice a month
The Client Panel Team internet site has finally been set up. and print out all
The password for accessing the site was given out and the relevant documents
details to access the site can be found in a document that and discussion
has been given to all members of the group. It was posted on it and
discussed that it might be possible for the IS helpdesk to post it out to all non-
offer technical support to the group if necessary. internet users in the
The group agreed that the administration for the meeting group.
had been better than it had previously been and thanked
Emma Holliday for this. Chris Cunnane to
Two documents that had been discussed at previous deliver his piece on
meetings- ‘What can I do if its not working our with my link- Performance
worker’ and the Client Promise have been re-worked and Monitoring at the
will be reviewed later in the meeting. next meeting.
Irmani gave an update on the progress of Personalisation
that was discussed in the last meeting and informed the Irmani to put a link
group that there have now been 8 pilots set up and 5 more to the
to start. It was discussed that there may be the possibility of projects on the
a half day workshop on Personalisation for the Panel. Team Site.
Irmani asked the group for some questions to put in a
Frequently Asked Questions Document. The responses
from the Panel are;
What interaction between the staff and the clients will there
be when planning and rolling out this scheme?
Will there be involvement from clients other than those in
the Client Panel?
What is personalisation and how will it affect us?
How are opportunities for personalisation options going to
What if personalisation doesn’t work?
If staff funding is being cut, how will the extra services be
able to work?
How soon will personalisation be put into place?
It was noted that the personalisation offers will need phrasing
differently for different groups of clients and that the support for
choosing the options will need to be in place, with key workers
being able to explain these choices.
All Pay cards will be discussed later in the meeting by
Ronika. As will the 75th birthday celebrations for Home.
Rachael confirmed that the Client Panel members will be
able to stay on the Panel for 2 years.
3. Feedback from the joint meeting on the 7th December 2010 Create a document
to clarify what each
On the 7th of December 2010 the Client Panel attended a joint group does;
meeting with Customer Panel, Viewpoint Team, Executive Team The Viewpoint team
and Board. This was an opportunity to get to know each other and to be present at the
to be able to make recommendations to be able to work better March Meeting.
together. The questions posed to the group were,
What did you feel about the event? Emma to send this
What do you want to see happening in the future?. feedback to Rachael
Please see attached report 25/01/2011
5. Update from Marketing
Comms to attend
Mark Fletcher, Interim Director of Communications, brought some the next Client
of the documents that the Client Panel have been working on. Panel meeting to
These are the ‘What can I do if it’s not working out with my link- take photos of the
worker?’ document, the Client Promise document and the Client Client Panel.
Promise postcards. The Panel said that the Link-worker document
was perfect and that they were really pleased that the work Rob Who is now sending
Corker, Richard Burton and Neal Tobbell had done on the out the complain
document had been used and not changed at all. about link worker
The Client Promise document was not as far on in the design Bolton to send out
process and Mark asked the Panel for their feedback on it. It was final Link-Worker
suggested that on the front of the post card there might be the Document.
phone number and the Home Group logo. It was also suggested Comment [b1]: I think this should be in we did
agree to call them.
that if the information on the front side of the postcard were to be
condensed that information would have to be lost, which would be
counter productive. Once the post card is finished, one will go out
to every client. It was suggested that there could be contact details
on the reverse side of the post card. It was suggested that the use
of multiple fonts on the document made it look messy. The Panel
would like some of the members of the group to be featured on the
front of the document instead of the stock photos which are
currently being used.
Tim suggested that it might be a good idea to be able to enlarge Emma to call each
the postcard so that it is available to staff to put in services as a panel member for
poster. It was noted that currently there are 537 different services feedback on this
all with their own leaflets and it would be beneficial to have one document on
leaflet that can just be altered for each service. 03/02/2011
The Client Promise leaflet was presented to the group for
consideration and Mark Fletcher noted that the document was a
draft and not ready to be signed off yet. Danielle noted that having
1 leaflet given to them when they move in would be more
accessible for clients than being presented with a whole stack of Emma to post a
them. Rachael asked for feedback on this document to be copy of The Mag to
compiled by the March meeting. all clients after
It was noted that ‘The Mag’ was only being received by about half
Panel members which colleagues find worrying.
6. What did we achieve in 2010?
Ronika led the group in an activity aimed to remind them of all the
fantastic things that they had achieved in the previous year. The
Panel were each given a clue to the topic of an item they had
discussed at some point in the previous year and were asked to
guess what the clue was representing and put it on the calendar in
the correct place. When the Panel were going through their
achievements, Ronika gave them a recap of what the issue was
and what had since happened with that item following the
discussion. See report
Rachael said that there will need to be recruitment for some new Recruitment process
members of the Client Panel as the numbers have dwindled from to occur in March/
the original 20 members. Ronika assured the panel that clients April
would be involved in the recruitment but Rachael suggested not
the Client Panel but another group, such as the Involving You
Steering Group or a team of clients based in Manchester who
have been trained in the recruitment procedure.
7 Call Centre Telephone Numbers
Nicola Grant, Director of Customer and Client Experience,
presented a document to the group about the different options that
we have to choose from for the telephone number for the customer
and client call centre. There was an 0800 number which would be
free to all people phoning but would cost Home around £120,000 a
year. There was an 0845 number that would be free for Home but
would cost the client 3.3p per minute. The final option was an
0300/0345 number that would cost the client 1.8p a minute and
cost the same from both land lines and mobile phones, this
number would cost Home around £60,000 a year. The Panel voted
for their preference and the vote was unanimously the 0300/0345
number, which was in agreement with the Customer Panel. Nicola
also asked the group for suggestions for the last 4 digits of the
telephone number and the group suggested the following- 7575
(for Home’s 75th birthday), 1936 (the year Home was founded) or
4663 (which spells Home on the Keypad)
Nicole Padfield said she was happy with everything so far but
would like to be offered more open doors and volunteering
opportunities. Sally agreed to speak to Nicky about this outside the
meeting. Arrange the meeting
Richard Faulkner- noted that he was struggling with everyone this way in March
talking over each other. He said it might be better if the layout of
the room was in a big circle rather than having 4 separate tables. Ronika to find out
He put himself forward for Home’s 75th birthday committee. what is happening
June Hudson suggested that it might be useful if one member of about clients on the
the group was in charge of keeping all members of the group quiet committee
in the meetings so that people wouldn’t be able to talk over each
Danielle Bullock had nothing to share
Tim Bird had recently had his My Way Forward review and noted
that this document could do with updating. It would be nicer if the
document was more client friendly. Rachael said that there is a
plan in place to make the document electronic. Tim suggested that
the document needs to be simplified. It was concluded that
feedback should be collected from link workers about being on the
other side of My Way Forward and that the document needs to be
reviewed with Learning and Development being involved.
Tim said that it might be interesting to have some link workers and/
or service managers present at a Client Panel meeting.
Neal Tobbell felt that there was too much time wasted on warm-
ups and icebreakers and that he felt the time would be better used
diving straight into the agenda items, he also felt that the agenda
could do with reworking so that time wasting could be eliminated..
He is glad we now have the Team Site up and running. He feels
that it is worrying that there is talk of making my way forward
electronic as there is a higher danger of its contents being hacked.
Andy Jones agreed that there is time being wasted in the
meetings and the instances when people talk over each other.
Rob Chapman had nothing to share
Richard Burton has become involved in his local G.A.P project
and in a local gardening project. He said that he was very inspired
by Karen’s speech in the previous meeting and this motivated him
to become involved in some green issues.
Rob Corker felt that the points he would like to make were
covered in the comments made by Neal.
Christine White would like the dates for future meeting resending
to her as her copy was illegible.
9 Date of next meeting
The next meeting will be held on 31/03/2011 at the MIC centre in Emma to send out
London. invitations to this
meeting closer to