Inspecting with Impact – adding value from beginning to endTPAS SW Conference, Exeter Mon 9th February 2015

Dave Page, Resident Inspector and Chair of the Business Improvement Group (BIG)

Chris Handscomb, Vice Char of the Business Improvement Group (BIG)

Dave Withers, Chair of the Resident Involvement Strategy Group (RISG)

Stella Milsom, Resident Involvement Manager

Your workshop hosts are……

Meet our Family of Groups, placing our residents at the heart of the governance of Knightstone

The journey so far……

Bringing it all together

Stretching your legs!

Time for some questions

The Workshop

Meet our Family of Groups

(FoG)

Board

Resident Involvement

Strategy Group (RISG)

Business Improvement Group (BIG)

Communications Group (CG)

Equalities Group (EG)

Contract Performance Management Group (CPMG)

E-panel

Priorities Group (PG)

Family of Groups (FoG)

• Terms of reference including membership terms

• Role descriptions for both resident volunteer and staff members

• A workplan or agenda planner

• Agendas and minutes of business meetings, these are available on our website

Every group has….

15 members with equal voting rights8 elected resident members7 Assistant DirectorsResident Chair and Vice Chair

Resident members are elected for a 3 year term through partial annual elections

The group scrutinise our performance and shape developing policies and strategies

Agendas and minutes are published to our website

Resident Involvement Strategy Group (RISG)

This our group of Resident InspectorsEstablished in 2010 our Resident Inspectors have undertaken 100 hours of training to understand the organisation, performance management information and how conduct an effective evidence based inspectionBIG have an annual programme of inspections and will carryout at least 3 inspections a year of their choice.

Business Improvement Group (BIG)

The journey so far……..

• In the Winter of 2010 we worked with Resident Volunteers to form the Business Improvement Group

• This was one of our responses to co-regulation• Although we did a selection process no-one was

deselected!• We worked together to develop a training and

support programme• Our new resident inspectors did a 100 hours of

training and this all came together in pilot inspection in July 2012

How it all began…….

• Welcome to Knightstone• Effective meetings• Interviewing skills and surveys• Team working• Understanding performance information and

interpreting data• Basic Project Management• Report writing• Triangulation of evidence and forming questions• Equality and diversity training• Lots of shadowing……….

Training included…….

Stage 1 : Setting the annual Inspection ProgrammeStage 2: Scoping the individual inspectionStage 3: Desk top reviewStage 4: Gathering more data, interviews, surveys, shadowingStage 5: Drawing our conclusionsStage 6: Writing the report and making our recommendationsStage 7: Business response to recommendationsStage 8: On going monitoring of actions

The Lifecycle of an Inspection

Setting the annual

Inspection Programme

Stage 1

Scoping each

Inspection

Stage 2

Stage 3

Desk top

review

Gathering more data

Stage 4

Drawing our conclusions

Stage 5

Write our

Report and make our recommendations

Stage 6

Business response

to recommendations

Stage 7

On-going monitoring of actions

Stage 8

• Communication with residents during stock swaps• Out of hours service – Invicta• Customer contact service• Grounds Maintenance• Voids process• Expressions of dissatisfaction, complaints and

compliments• Financial transactions• Current Mobile working (in progress)

• Examples of our reports are available today and on the Knightstone website

Our Inspections

• BIG is just completing their 8th Inspection• 94 recommendations made• 68 (72.5%) have been accepted and acted upon by the

business• “The best standard of resident report I have seen, very

professional” – quote from our external auditors• On average each inspection takes 36 days and involves

290 hours of volunteering• We have saved £174,000 by our resident inspectors

carrying out these inspections and not engaging external auditors

• They bring us the unique resident perspective

Facts and Figures

What staff who have been inspected say…..

Bringing it all together…..

• BIG made recommendation this was not clear• The response was the Head of Policy is to review the

existing policy• We held a resident focus group to work on the policy• Outcome was shared back with participants• The final draft shared with over 300 residents for

comment• Refinements made to documentation• The new policy and procedure was then considered by

RISG• Final refinements made before launch of new policy and

procedure including feedback from frontline staff• Audit and Assurance Committee and RISG will updated

on delivery• RISG will scrutinise the payment of Discretionary

Compensation biannually.

Discretionary Compensation Payments

Time to stretch your legs!!

Exercise – 10 minutes

Thinking about what you have heard from us,

is there anything you would like to take back

to your own organisation?

Questions

?

If after today you want to know more please contact:Stella Milsom, Resident Involvement Manager

Email: stella.milsom@knightstone.co.ukTel: 01934 526345

Inspecting with Impact – adding value from beginning to endTPAS SW Conference, Exeter Mon 9th February 2015