PROFESSIONAL ADVISORY GROUP
Newsletter Issue Number 3: July 2004
Learning and Development for Estates and Facilities
News in Brief
We are delighted to welcome two new organisations into the Professional Advisory Group - Institute of Sterile Services Management and WRVS.
Future Events
July - September 2004
Training Advisory Group:
Maintaining Pool and Spa Water Quality Seminar
16 July, Accrington
Facilities Management - A new Direction of Travel
Two day residential annual FM conference
9-10 September, Cumbria
For further information, contact Anne Wilkinson, TAGs
Anne.wilkinson@fyldepct.nhs.uk
Association of Domestic Management
PFI - 'Innovation' Microbial cleaners
21 July - Wythenshawe Hospital
Meeting and Concert Social (Proms in the Park)
13 August - Stonyhurst College
Halsteads Flooring Visit
1 September, Manchester
For further information, contact: adm@adom.demon.co.uk
If you would like to promote your event through this newsletter please contact Beverley.Denton@doh.gsi.gov.uk
Associations Contacts:
Association of Domestic Management and British Institute of Cleaning Sciences
Susan McHugh - susan.mchugh@zen.co.uk
British Institute of Facilities Management
Val Everitt/ Jenny Mann - Valerie.Everitt@bifm.org.uk
Health Estates and Facilities Management Association
Steve Warren - steve.warren@hhc-tr.northy.nhs.uk
Hospital Caterers Association
Alison McCree - alison.mccree@cddah.nhs.uk
Hotel Advisory Group
Marion Gildert - marion.gildert@lthtr.nhs.uk
Institute of Healthcare Engineering and Estate Management
David Hall - david@dlh-associates.co.uk
Alan Mosedale - mosedale@cedars8.fsnet.co.uk
Society of Hospital Linen Services and Laundry Managers
Phil Liversidge - phil.liversidge@anhst.nhs.uk
Southern Training Advisory Group
Trevor Payne - trevor.payne@smnhst.nhs.uk
Estates Training Advisory Group
Howard Jackson - howard.jackson@lthtr.nhs.uk
Hotel and Catering International Management Association
Kathryn Benzine - kathrynb@hcima.co.uk
NHS Estates
Chris Holme - chris.holme@doh.gsi.gov.uk
NHSU
Nigel Rowley - nigel.rowley@nhsu.org.uk
Chris Jude - chris.jude@NHSU.org.uk
Institute of Sterile Service Services Management
Paul Broome - Paul.broome@doh.gsi.gov.uk
Unison
Lyn Ferguson - L.fergason@unison.co.uk
WRVS
Spencer Drain - Spencer.drain@wrvs.org.uk
The Leadership Centre (now part of NHSU) are developing two units in relation to contact management - outsourcing and monitoring, The Professional Advisory Group will be used as a reference group for these units.
For more information contact Chris.jude@nhsu.org.uk
Customer Care Programme
Kerian Brodie, Project Manager for the NHSU Customer Care Programme gave a brief outline of the programme.
This programme brings the concept of ‘my customer, my responsibility’ to life and is designed for all support staff employed in or contracted out to NHS acute trusts, from cleaners, porters and receptionists to maintenance engineers and housekeepers.
The programme is made up of of eight two-hour modules
- Introductory
- Putting yourself out for the customer
- Communicating with customers
- Handling Customers who are unhappy
- Handling customer complaints
- The Internal customers
- Positive attitudes
- Privacy and Dignity
This programme aims to help learners
- Understand and respond to the needs of all customers, including patients and colleagues, and develop effective strategies for dealing with difficult situations
- Understand how your trust works, and how your role fits in Work effectively as part of a team, and share your knowledge and experience with other learners
- Gain an accredited skill, and start thinking about future learning opportunities
The programme is facilitated by staff, supervisors and managers.
For further information contact: Kerian Brodie - kerian.brodie@nhsu.org.uk
Have your say!
If there is a specific issue you would like to see raised at the meeting or have any questions/points you would like to share with the group on learning and development for estates and facilities staff , please let Beverley Denton know - Beverley.denton@doh.gsi.gov.uk, you can also contact your Professional Advisory Group member who will feedback any comments.
Future Agenda Items
- NHSU Information and Advice Helpline
- Modernisation of estates and facilities
- Introduction to the NHS - Induction training package
Joint Accord/Terms of Reference
The Professional Advisory Group are drafting a joint accord which each organisation will sign. The accord will and the terms of reference details the roles and responsibilities of the group.
It is proposed that there will be an event on 8th September when the accord will be formally signed by all parties.
Next Professional Advisory Group Meeting Dates:
2004 2005 11 August 2004 2 February 2005 22 September 2004 16 March 2005 2 November 2004 27 April 2005 22 December 2004 8 June 2005 20 July 2005 31 August 2005 12 October 2005 23 November 2005All meetings will take place in York