Help us find solutions

We’re here to make it easy for you to share your thoughts, ideas and at times frustration with us. Together, we’ll shape and improve the services that matter most to you. We’d like you to hold us accountable and scrutiny activities are a great way to do this. Our flexible scrutiny activities allow you and other customers to take part from the comfort of your home.


Help us create solutions


By getting involved you’ll get under the skin of the challenges we sometimes encounter. You’ll be part of the solution by supporting us to get things right when our performance does not meet our standards.

We’ll use your insight and complaints to identify the areas that need deeper analysis and improvement. Our approach will facilitate local engagement, helping you get to the root cause of local problems. You’ll work in partnership with us, to recommend solutions and actions.


We'd love to know which topics you think we should focus on for future scrutiny projects. Use the Ideas board below to tell us.


We’re here to make it easy for you to share your thoughts, ideas and at times frustration with us. Together, we’ll shape and improve the services that matter most to you. We’d like you to hold us accountable and scrutiny activities are a great way to do this. Our flexible scrutiny activities allow you and other customers to take part from the comfort of your home.


Help us create solutions


By getting involved you’ll get under the skin of the challenges we sometimes encounter. You’ll be part of the solution by supporting us to get things right when our performance does not meet our standards.

We’ll use your insight and complaints to identify the areas that need deeper analysis and improvement. Our approach will facilitate local engagement, helping you get to the root cause of local problems. You’ll work in partnership with us, to recommend solutions and actions.


We'd love to know which topics you think we should focus on for future scrutiny projects. Use the Ideas board below to tell us.


  • Meet the Performance Allies

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    The Performance Allies, our new resident scrutiny group, are off to a great start. To kick off, they're focusing on the number one concern you’ve told us makes you unhappy – call backs. We know that this is one of the main things that lead you to be unhappy with our services. So, once the Performance Allies have looked at the data, and talked to customers and colleagues, they’re going to make some recommendations on how to improve for our Customer Experience Committee to consider.

    The group held their first session, which focused on understanding why customers feel that we don’t call them back when we say we will. We know that this is really important to you all, and we’re committed to taking the time to understand this area of our performance fully before thinking about how we can improve it. Following the session, the Allies have agreed to discuss amongst themselves exactly how they want to go about investigating our call back performance. They'll report their recommendations to the Customer Experience Committee (CEC) who’ll follow their progress and at times prioritise the projects they work on. We’ll be catching up with them at the end of June to find out how they’ve got on, and how we can support them to understand where we are, and how we get to where we need to be.

  • An update on our scrutiny journey

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    We continued our scrutiny journey by hosting an interactive taster session on 21 April with customers who want to help us perform better.

    Customers got stuck into a live ‘scrutiny in action’ exercise. We focused on poor communication which customer insight tells us is a key driver of dissatisfaction. Working in groups customers discussed how they’d approach their project in stages and how they’d evaluate their success. We've since held one to one informal conversations with this group to get to know them better, understanding how they can help us perform at our best. We held a training session with successful applicants to train them up for their first meeting in May.

  • Help us perform at our best

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    We’re looking for customers from across Catalyst who are up for a challenge and want to work in partnership with us. We’re looking for different ideas, skills, passions and interests to help us turn feedback into action.


    You’ll be our critical friend, energised by getting under the skin of good and bad performance.


    Enjoying working with others, you’ll understand that while we don’t all think or feel the same, we can work together to design solution focused actions.


    Tell me what’s involved?


    Comfortable analysing rich sources of information, you’ll work with colleagues and customers to ask probing questions and carry out research to gather more information.


    Your recommendations will contribute to robust and meaningful action plans. These action plans will be monitored by our Customer Experience Committee who report to the Board.


    Our approach is flexible. Rather than having one group, we’re growing a pool of local experts, so you can get involved in projects when topics interest you. We’re looking for diversity of thought. Our selection process will help us identify a range of different personalities to help us get the best out of every project.


    How much time do I have to commit?


    No more than 12 hours every three months. We simply ask that you get involved in a minimum of one project each year.


    Due to the current pandemic, our interactions will kick off online. If you need any help or support to get online, get in touch, we’ll be happy to help.


    What’s better is you’ll receive training to help you get the most out of the experience and as the group grows, you’ll be able to mentor new members too.



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Page last updated: 18 May 2021, 16:17