North Glasgow
Community Health and Care Partnership
Review of client facing processes
Terms of Reference
Authors:
David Frame
Imera Consultants Ltd.
Client:
Alex Mackenzie, Director
North Glasgow Community Health and Care Partnership.
Version:
1.1
Date:
6th November 2006
North Glasgow CHCP
1
Business process review
Terms of Reference
Introduction
North Glasgow CHCP was established in April 2006. It was set up:
 to manage local NHS and social care services;
 to improve the health and well being of our local population and close the inequalities gap;
 to play a significant role in community planning;
 to achieve better specialist care for our population;
 to achieve strong local accountability through the formal roles for lead councillors;
 to drive NHS and Local Authority planning processes
Initial priorities for the development of the CHCP during 2006 / 2007 include:
 better care pathways for service users;
 a clear programme to tackle health and social inequalities;
 continued implementation of the new Practice Team model of Social Care Services
 establishing community involvement;
 realising the gains for service users of fully integrated local services;
 reduced bureaucracy and duplication;
 devolution of services and resources to a locality level
A Development Plan for 2006 / 2007 has been produced by the CHCP, which sets out the framework
within which the CHCP will operate, corporate objectives and the priority activity during that year. 1 This
is supplemented by a document laying out the action plan to achieve those objectives. 2 The highest of
initial priorities is to put in place better care pathways for service users. As part of delivering that
priority, the North Glasgow CHCP wish to undertake a review of client facing processes across all
service sections, view the aim to implement an improved, consistent set of processes across service
sections.
This document is a proposal from Imera Consultants Ltd to undertake a review of client facing
processes within the North Glasgow CHCP.
2
Objectives
The objectives of the review are:
 to identify existing “front door” processes within each of the service sections
 to identify gaps, and to specify the strengths and weaknesses for each of the identified processes
 to develop and agree improved processes which can be implemented across all service sections
3
Scope
The scope of the review covers “front door” processes within all service sections:
 Health and Community Care
 Children and Family Services
 Adult Mental Health
1
North Glasgow Community Health and Care Partnership Development Plan 2006-2007, Version 3, 14 August 2006
North Glasgow CHCP Development Plan - Corporate objectives, planning priorities and transformational themes,
September 2006
2
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North Glasgow CHCP
Business process review
Terms of Reference
 Addictions
 Learning Disability
4
Deliverables
The following are the deliverables from the review:
 Terms of Reference and Project Plan
 Documented outline existing “front door” processes for all service sections
 Documented strengths and weaknesses for each of the processes
 Identified gaps in processes, protocols or organisation
 Proposed improved processes which reflect the aspirations of the CHCP, standardised where
possible across all service sections
 Action plan to implement new processes
 Other deliverables as agreed during the review.
5
Assumptions
The following are the main assumptions in the successful delivery of this review:
 Staff will be available for interviews and workshops as required
6
Approach to the work
The review will be undertaken by holding interviews with the Heads of each of the service sections.
This will identify key issues, both within each section and between sections, and also identify other
members of staff to be involved in the review. Further structured interviews will be conducted with these
members of staff, in order to define the existing processes. An initial list of people who have been
suggested to be involved in this review is given in the Appendix.
These processes will be analysed, and strengths, weaknesses and gaps identified.
Proposed
improvements in the process(es) will be developed. These will be used as input to one or several
workshops, which will:
o
verify existing processes
o
review, revise and agree proposed new process(es)
An action plan will then be developed, which will be reviewed with the heads of the service sections.
Success of the review will depend on buy in to the final outcomes from all interested parties. All
stakeholders will be identified early in the process, and will be involved as far as possible. Consultation
throughout the review with any representative groups (e.g. operational managers, trade unions) will be
used as both a means of communication, to sense check the analysis and to create ownership of final
outcomes. Consultation sessions with representative groups will be held approximately monthly.
7
Outline task list
The following are the main task involved in delivering this review:
1. Agree Terms of Reference and set up Project Governance Structure
2. Identify key personnel and representative groups to be involved, interviewed or take part in
workshops
3. Document existing processes
4. Undertake SWOT analysis on existing processes
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North Glasgow CHCP
Business process review
Terms of Reference
5. Identify gaps in processes, protocols or organisation
6. Develop improved process(es)
7. Gain agreement for improved processes
8. Develop action plan to implement new process(es) or address gaps and weaknesses
9. Present & agree deliverables to Management Team
8
Resources & timescales
The following are estimates of the external resource required to conduct this review:
Task
Resource
1.
Agree Terms of Reference & set up Project Governance
1.0
2.
Identify key personnel to be interviewed or take part in workshops
0.5
3.
Document existing processes
5.0
4.
Undertake SWOT analysis on existing processes
3.0
5.
Identify gaps in processes, protocols or organisation
1.0
6.
Develop improved process(es)
3.0
7.
Gain agreement for improved processes
3.0
8.
Develop action plan to implement new process(es) or address gaps
and weaknesses
3.0
9.
Present & agree deliverables to Management Team
0.5
Total
20.0
In addition to the external resource identified above, there is also a requirement for staff involvement in
both interviews and workshops. It is estimated that approx. ½ day is required for interviews, review and
final presentation of results from the Directors and Heads of Service Sections. It is also estimated that
approx. 1 hour for interviews + involvement in a 3 hour workshop is required for each of the nominated
individuals from the service sections.
Indicative timescales are shown in the schedule below:
1
2
3
4
5
6
7
8
9
Task
Agree Terms of Reference
Identify key personnel
Document existing processes
Undertake SWOT analysis
Identify gaps
Develop improved process(es)
Gain agreement for improved processes
Develop action plan
Present & agree deliverables
Total
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Resource
1
0.5
5
3
1
3
3
3
0.5
20
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Nov-06
Dec-07
Jan-07
Feb-07
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Business process review
Terms of Reference
Appendix – Initial proposed interview list
Alex Mackenzie
Director
Stobhill Hospital
300 Balgrayhill Road
Glasgow G21 3UR
0141 201 4207
alex.mackenzie@ggc.scot.nhs.uk
Morag Brown
Mike Burns
Evelyn Borland
Stobhill Hospital
Stobhill Hospital
Stobhill Hospital
0141 201 9789
0141 201 9779
0141 201 4196
morag.brown@glacomen.scot.nhs.uk
Michael.burns@ggc.scot.nhs.uk
evelyn.borland@ggc.scot.nhs.uk
Dr. Clive Travers
Head of Health and Community Care
Head of Children’s Services
Head of Planning and Health
Improvement
Head of Mental Health
0141 531 3250
clive.travers@glacomen.scot.nhs.uk
Willie Kelly
Addictions
0141 276 6210
willie.kelly@glasgow.gov.uk
Jill Murray
Learning Disabilities
Ward 24
Stobhill Hospital
57 Ruchill Street
Glasgow G20 9PY
The Quadrangle
Ruchill Street
Glasgow G20 9PY
0141 201 6200
jill.murray@glasgow.gov.uk
Ann Shaw
Hilary Bell
Dr. Janice McKnight
Dr. Paul Ryan
Dr. Derek Brown
Resource Manager
Lead AHP
Older Mental Health
Clinical Director
Old Age Psychiatry
Stobhill Hospital
Stobhill Hospital
Stobhill Hospital
Stobhill Hospital
Bridgeview Centre
8c 59 Ruchill Street
Glasgow G20 9PX
0141 201 9741
0141 201 9717
0141 201 4220
0141 201 9777
0141 232 0060
ann.shaw@glacomen.scot.nhs.uk
hilary.bell@glacomen.scot.nhs.uk
janice.mcknight@glacomen.scot.nhs.uk
paul.ryan@nhs.net
derek.brown@glacomen.scot.nhs.uk
Glasgow Royal Infirmary
84 Castle Street
Glasgow G4 0SF
Social Work
94 Red Road
Glasgow G21 4PH
Parkhead Hospital
81 Salamanca Street
Glasgow G31 5ES
Springburn Health Centre
200 Springburn Way
Glasgow G21 1TR
Springburn Health Centre
0141 211 4926
paul.knight2@nhs.net
0141 276 4721
peter.jennow@glasgow.gov.uk
0141 211 8367
john.leckie@glacomen.scot.nhs.uk
0141 201 6745
ellice.morrison@glacomen.scot.nhs.uk
0141 201 6744
liz.taylor@glacomen.scot.nhs.uk
Dr. Paul Knight
Peter Jennow
Resource Manager
John Leckie
Ellice Morrison
Lead Nurse
Liz Taylor
Version 1.1
created 06.11.2006
printed 09/03/2016
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North Glasgow CHCP
Version 1.1
created 06.11.2006
Business process review
Terms of Reference
printed 09/03/2016
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