Walsall Hospitals NHS Trust Walsall Hospitals NHS Trust Corporate Communications Strategy 2008-11 May 2008 Fiona Boyle Head of Corporate Communications and Marketing Walsall Hospitals NHS Trust Corporate Communications Strategy 2008-11 Section Number Section Name Page Number Section 1 Section 2 Introduction Why is communication important? 3 3 Section 3 Section 4 Section 5 Section 6 The Trust’s Vision and Values The communications vision for 2008 – 11 Aims of the communications strategy Factors to consider for the future of the Trust The research Messages Target audiences Communicating with staff Communicating with GPs Communicating with patients Communicating with (FT) members Tools and activities Roles and responsibilities Policies Branding ‘Getting Better for Staff’ Diversity Summary and evaluation Board and staff members who gave opinions GPs who gave opinions Team Briefing system Action Plan 2008-9 3 4 4 5 Section 7 Section 8 Section 9 Section 10 Section 11 Section 12 Section 13 Section 14 Section 15 Section 16 Section 17 Section 18 Section 19 Section 20 Appendix 1 Appendix 2 Appendix 3 Appendix 4 2 5 6 6 7 10 13 15 15 16 16 17 17 17 17 19 20 21 22 Section 1 - Introduction Walsall Hospitals NHS Trust (Walsall Manor Hospital) is committed to constantly improving communications and, as a public service and a business, we understand the importance of clear, honest, timely and relevant communications. To do this, we will undertake a planned and sustained approach to communications to support our core business of delivering high quality care to patients. The corporate communications strategy will also help to manage and monitor the reputation of the organisation and reflect the Trust’s aims and values. Section 2 - Why is communication important? Without clear, relevant and timely communication through the organisation, the best possible service will not be delivered. Communication is a core part of everyone’s role within the Trust, not just the role of the communications team. It is vital that every member of staff takes responsibility for both giving and receiving information with others. This corporate communications strategy will ensure we build upon and strengthen our open and responsive approach to communicating with our staff, patients, carers, primary care colleagues, the local community and organisations with whom we are in partnership. Section 3 - The Trust’s Vision and Values “Proud to provide modern first class treatment for you and your family when and where you need it, by people who care” Our Trust Values Teamwork – we work together and support each other to provide the best care for patients. Professionalism – we are competent in our work and we act in a way that inspires confidence. Care – we are friendly and approachable and put patients at the centre of everything we do. Respect – we value patients and staff as individuals and will make sure we explain and listen. Pride – we enjoy our jobs and we are happy working at the Manor Hospital. 3 Section 4 - The communications vision for 2008 – 11 Firstly, effective communications should underpin the Trust vision and values. Secondly, it is impossible to put a price on a good reputation and communications activity is difficult to quantify. However, when things go wrong the costs to the organisation can be huge in terms of staff morale and public confidence and it can take a long time to repair this damage. Hence, consistent and coordinated communications is vital. This communications strategy aims to improve the reputation of the organisation year on year by embedding a managed and sustained approach to communications, through planning and evaluation. Section 5 - Aims of the communications strategy 1. To ensure internal and external audiences are well informed about what is happening within the Trust and its future developments; 2. To ensure key corporate messages are disseminated and understood; 3. To ensure staff and stakeholders are listened to, given the opportunity to voice opinions, and receive feedback on their views; 4. To provide clarity on who is responsible for ensuring communications are effective and coordinated; 5. To improve staff morale by listening and communicating more effectively; 6. To enhance the Trust’s reputation. 4 Section 6 - Factors to consider for the future of the Trust Internal change – targets such as 18 weeks referral to treatment and the service transformation programme mean that a number of internal processes have changed in turn requiring a subtle change to the culture of the organisation to empower staff and encourage them to be involved in continuously improving the way that we do things. The hospital redevelopment – the redevelopment of the hospital is also well underway and in 2010 the new hospital will be unveiled. Staff and patients will experience a significant amount of change over this period and it is important to ensure that they are consulted and informed. External change – the NHS market place is developing fast with patients at the centre of decisions about where they want to be treated. The reputation of the Trust is a key factor in retaining and growing market share and it is vital that it is enhanced by every point of contact that patients and GPs have with our services and staff. Section 7 - The research As with any strategy, an evidence base is essential and regular research and evaluation must be carried out. This communication strategy has been based on a communications audit carried out by LTA Communications who carried out research as follows: Staff views on Trust communications were obtained from members of the staff council and from two staff focus groups. The first focus group comprised middle managers, the second was made up of frontline staff (see Appendix 1 for details); Interviews were held with seven GPs from different practices in Walsall (see Appendix 2 for details); Walsall tPCT’s Chief Executive and Medical Director were interviewed to ascertain their experience of the Trust as stakeholders; Views were sought from the Patient and Public Involvement Forum. 5 Section 8 - Messages What do we want people to think about when they hear the name of the Trust? These are the corporate messages that we should be communicating with all of our target audiences. Walsall Manor Hospital aims to be the best district general hospital in the country, providing top quality care for the people of Walsall and the surrounding area. The hospital of choice, not just of convenience, for the people of Walsall; The new hospital, opening in 2010, will provide modern, efficient, fit for purpose services and facilities where and when patients need them. The disruption caused by the new build is temporary and will be worth it; We are innovative and real progress is already being made in delivering quality patient care, e.g. reduced waiting times, low rates of hospital acquired infections and generally improving the patient experience; Our staff are loyal and committed – working hard amidst constant change and challenge. Section 9 - Target Audiences There are a number of audiences with whom we need to communicate with to achieve our aims. Our target audiences can be identified to be: Patients and carers Staff employed by the Trust PCT GPs and commissioners FT members (and governors) Local politicians/local authority Media Monitoring bodies NHS partner organisations Voluntary sector Business community The way in which we communicate should be appropriate to the audience we are trying to reach. There is no ‘one size fits all’ and the methods employed need to be regularly assessed to measure their effectiveness. From the research, improving communications with staff, GPs, patients and FT members is considered to be the top priority for 2008/09. Separate sections are 6 therefore dedicated to these groups in this initial version of the strategy with a more general focus on the remaining groups. Section 10 - Communicating with staff Feedback from the focus groups revealed that middle managers felt generally well informed and understand their responsibility for keeping staff in their team/departments informed but pointed out it is difficult because of part-time working and shift patterns. However, frontline staff do not feel well informed – they feel that few managers attempt verbal briefings, and written briefings (Chief Executive Update) were seen as materials that they cannot relate to. All agreed that more face-to-face communication and more direct contact from the top team would help the general information flow both ways and improve morale. There is a general agreement amongst all staff that email communication is too heavily relied upon. Only staff with desk based jobs access emails regularly. Those who do access emails regularly suffer from information overload, receiving messages which are not relevant to them or receiving information more than once from different sources. Frontline staff are the immediate priority for internal communications. Internal communication – existing methods Cascade Chief Executive Update Team Brief Email Intranet Notice boards Recommendations for improving internal communication 1) Cascades of information from managers to staff It is the responsibility of senior managers to deliver information to their staff. It should be made a personal objective that information is cascaded in an appropriate (usually verbal) and timely manner; Each senior manager will be tasked with producing a plan for how corporate information will be cascaded to each member of staff in his/her area and how this will be monitored/audited. Shifts and part-time working must be taken into consideration; 7 In particular, a system of monthly face-to-face verbal Team Brief cascades should be introduced and monitored (see Appendix 3). 2) Top management communications The Chief Executive should go for a walk for two separate one hour slots twice a week (PA to diary on a flexible but ‘must do’ basis). Here she can take the opportunity to let staff know about any news, events, etc. and to take questions. A communications section at new starter induction should be introduced where a member of the communications team goes along to explain the various communications methods within the Trust and that two-way communication is imperative; Hold a ‘Back to the shop floor day’ where the Chair, Chief Executive and Directors take on roles like switchboard, canteen, porter, security, etc. Review the potential to utilise and expand the scope of Board to Ward meetings to focus on current topics. 3) Communications Champions In order to help ‘spread the word’ we will be recruiting communications champions in each area. These communications champions will be brought together on a monthly basis, at a communications forum, to help drive the internal communications process through their service area. The communications forum can help contribute ideas for Chief Executive Update, Cascade and the intranet, ensure posters in their local area are changed regularly and kept up-to-date, cascade corporate information to their teams, and gather good news stories to feed into the communications team. The role of the communications champions will be to: Attend the monthly communications forum Receive and keep their team up-to-date on corporate information; Distribute communications materials; Gather good news stories and feed these into the communications team; Ensure that important news, events and dates are flagged up early; Keep notice boards up-to-date with key communications materials; Act as the official ‘grapevine’. An event is planned to launch the role of the communications champions and their role will be explained to them. 8 It is important however that the momentum is retained and that the communications champions commit to this being a long-term role. This means support from their managers in releasing from their role to attend the monthly communications forum. 4) Other internal communications issues Myth Busters on the intranet should be wound up and instead a monthly one hour ‘Conversation with Sue’ online forum launched; An audit of divisional newsletters should be undertaken by the communications department, to ensure that they follow the corporate style and to evaluate their effectiveness; Cascade should be restyled as a member’s newsletter and be produced on a bi-monthly basis to ensure that news and articles are not out of date by the time it is printed; Give a recognisable ’thank you to staff’ when the Trust achieves key goals; Issue regular good news stories to the media with ‘hot off the press’ summaries in the Chief Executive’s update. 9 Section 11 - Communicating with GPs There are 160 GPs in Walsall split into four practice based commissioning groups. GPs are the main customers for Trust services. They offer their patients a choice of which hospital to be referred to and patients take advice from their GP on which hospital to choose. The contacts GPs have with the Trust affect their perception of the organisation. Poor communication can seriously damage the Trust’s reputation with this target audience. During the communications review it was found that all GPs would generally recommend the Manor to patients where it was the nearest to their home but all were critical about communications received. What information do GPs want? ● Waiting times; ● Referral pathways; ● Results of tests and access to patient records/discharge information; ● A ‘who’s who’ of consultants/specialists; ● Services available/new initiatives; ● Corporate information, e.g. about the new hospital progress and FT status. In short, GPs want information to help them deliver the best possible service for their patients. They need to know who they can refer to, what the waiting times are and how to refer. They need discharge information promptly when a patient has been treated and they need results and advice on any follow-up treatment needed. They want this information in an easily accessible, clear and timely fashion. GPs complained about discharge information arriving late or not at all. Other complaints related to illegible handwriting and cryptic abbreviations on discharge forms. Often there is little or no information on a discharge form. Typed discharge letters are better but in one practice it is a source of major concern that letters are frequently addressed to the wrong GP. The method of sending test results electronically via the Fusion system was generally applauded and the Manor is seen as ‘leading the field’ with this electronic link. 10 How do GPs want to receive information? Discharge information should be emailed to the GP as soon as possible. A copy can be given to the patient but the Trust shouldn’t rely on the patient hand delivering. And don’t post – email is more immediate. When a patient is seen in A&E, fax or preferably email the report to the GP the same day – don’t wait and send in bulk at the end of the month. Letters from consultants should state clearly what procedures, if any, have been carried out and state clearly what advice they are giving and what further treatment is needed. GPs would like access to patients’ notes through the Fusion system. Fusion works well for pathology results but needs to be expanded to allow access to a wider range of patient information. Of less importance to GPs but still of interest to them is the corporate information, e.g. relating to Foundation Trust status or the new hospital progress. GPs’ interest in this varies from wanting general knowledge to wanting to be more involved. (One GP would like to be an FT governor.) A personal letter from the Chief Executive to update GPs on developments would be best for this information. Brief, to the point and personally signed – perhaps enclosing a copy of a press release. Most GPs liked the GP Choices newsletter and felt the information contained was useful. Who do GPs want contact with? GPs would like more ‘face-to-face’ contact with consultants; they are more likely to refer to a particular consultant if they have had personal contact with them. GPs would like direct line telephone numbers for services and to access consultants at set times. GPs would welcome the opportunity to meet with consultants and managers from the hospital on a regular basis. Social occasions would be welcome but considered to be more useful if training is involved. One suggestion was for a regular training meeting held at a GP practice with all local GPs invited to attend. 11 Recommendations for improving communication with GPs 1. Create a new post of ‘GP Liaison Officer’ to be a named point of contact for GPs; to answer any queries, be a troubleshooter for any issues relating to GP referrals and lead on providing information to GPs; 2. Produce a GP referral pack containing all information on how to refer to different services; 3. Distribute GP Choices newsletter regularly with ‘who’s who’ information and updates on corporate issues and new services. Offer in hard copy or electronic versions; 4. Update and issue electronically a telephone directory; 5. Set a standard for discharge letters/forms relating to legibility, use of abbreviations, minimum delivery time, etc. Ensure all information is addressed to the correct GP; 6. Work towards a switch to delivery of discharge information electronically with extended use of the Fusion system and email; 7. Plan a programme of face-to-face meetings between GPs and consultants/managers. These would be a mixture of training and social events. There are a number of GP meetings which Trust personnel could attend, e.g. Local Medical Committee, local commissioning groups/cluster leads and practice meetings; 8. Establish links with the new young doctors’ group; 9. Find ways of GPs being able to talk to consultants on the telephone or to be able to email directly for advice; 10. GP section on new Trust website with consultant profiles. 12 Section 12 - Communicating with Patients Views were sought from the Patient and Public Involvement Forum to help shape this section of the strategy. It is recommended that further focus groups be held with patients and carers, to ascertain views on how communication could be improved. PPI members were generally supportive of the hospital and all but one member said it would be their hospital of choice if they needed treatment. All agreed that they would seek advice from their GP on which hospital was best. However, they listed their complaints as follows: – too much negative coverage in local press and radio; – perception of poor standards of hygiene on the wards and in corridors; – discontented staff; – poor signposting around the site; – difficulties with car parking; – appointments being changed. When asked how they find out what is going on in the Trust they all agreed that if they didn’t attend PPI forum meetings their only way of knowing what was happening at the hospital would be through the media. The most read newspapers were Express & Star (Walsall and Sandwell editions), Walsall Advertiser, Walsall Chronicle and Walsall Observer. Most popular radio stations were Radio WM (particularly Ed Doolan) and Smooth FM. BBC Midlands Today and Central News TV programmes were also mentioned. When asked what sort of information they like to receive all agreed they would like to see more good news in the local media and they were keen to be kept up to-date on corporate developments such as the new hospital and the Foundation Trust application. With regard to how they like to receive information, no-one wanted glossy (waste of money) leaflets but they do like to receive letters. Regular exhibitions/displays in shopping centres were thought to be a good idea but not just in Walsall centre. It was suggested displays should be taken out to the smaller satellite centres of Bloxwich, Brownhills, Darlaston, Willenhall, Leamore, Rushall and Pelsall. In terms of verbal communication there were mixed feelings. Some forum members thought staff did not listen well enough and often staff did not introduce themselves so patients don’t know who they are talking to. Name badges are hard to read and uniforms are confusing. It would be good for patients to see the same member of staff on repeat visits so a relationship could be developed. 13 Recommendations for improving communication with patients 1. Seek more views from patients and carers through focus groups and a patients’ survey specifically aimed to address communication issues – further recommendations to follow depending on these views. 2. Set a standard for written communication with patients and test all letters, etc., against this standard before they are issued. 3. Carry out an audit of patient literature – leaflets/letters, etc. 4. Ensure regular proactive publicity to celebrate the good news, including updates on infection rates, through mediums such as press releases, annual report, etc. 5. Test the signposting on site with patient volunteers. 6. Ensure cleaning around the hospital has a higher profile. 7. Review the appointments system and reasons for repeated changes. 8. Hold regular road shows with displays moving around the shopping centres within the borough. 14 Section 13 - Communicating with (FT) Members In anticipation of the Trust achieving Foundation Trust status, it is important that a communications plan for members is created. A programme of communications should be developed to ensure that they are kept up-to-date on hospital developments. This programme will use a number of the elements that will be used for patients and the public, such as: Re-working Cascade as a bi-monthly member magazine; PR – good news stories about the Trust in the press; Dedicated members section on the website; Regular updates on membership. The Corporate Affairs Assistant will be responsible for communicating with members and this is detailed in a separate membership and development plan. Section 14 - Tools and Activities Annual Report Plasma screens (waiting areas) Chief Executive Update Hospital radio Patient information materials Website Team Brief Signage Letters to GPs and patients Media releases Cascade GP Choices Notice boards Road shows and events Myth Busters 15 Section 15 - Roles and responsibilities It is not just the responsibility of the Trust communications team to communicate with our target audiences; indeed everyone at Walsall Manor Hospital is responsible for portraying the hospital in a positive light and ensuring effective two-way communication. Communications team – It is the responsibility of the communications team to lead on central communications activity and ensure that systems are in place in order to foster good two-way communications. The Head of Corporate Communications and Marketing has overall responsibility for the delivery of the communications strategy. The communications team provides strategic and operational advice and support for staff on all aspects of communications. Trust Board – The Trust Board’s responsibility is to approve the communications strategy and support communications activities. Trust Board members will act as spokespeople for the Trust as necessary. Corporate Management Group (CMG) – It is the role of the CMG to support the communications team at both strategic and operational level in the execution of the communications strategy. They will provide information and guidance as necessary and work on specific areas of this strategy and action plans as outlined. CMG members may be required to act as media spokespeople as appropriate. Directors and Senior Managers – It is the role and responsibilities of directors and heads of departments to ensure that systems are in place within their departments which support the communications strategy. Senior managers, with advice and support from the communications team, are responsible for the dayto-day practice of good communications within their own area. Senior managers should provide support to the communications team in the delivery of central communications activity. All staff – It is the role and responsibility of every member of staff to communicate in an open and timely fashion. It is everyone’s responsibility to pass on important and relevant information as well as taking responsibility for receiving information. All staff should be aware of communications methods and existing ways to receive and give information. Staff must be aware of patient confidentiality and staff confidentiality. Section 16 – Policies Media handling and crisis PR policies have been developed and these need to be kept up-to-date. The communications team will be responsible for doing this and for ensuring that all relevant parties are kept informed of their involvement. 16 Section 17 – Branding The ‘All Change at the Manor’ reputation and change management campaign will be launched during the summer of 2008 and this will move the already existing BETTER branding forward. The Trust has a great deal of written communication and each needs to adhere to the brand guidelines, which will be developed in time for the launch of the campaign. Section 18 – Getting Better for Staff Campaign Getting Better for Staff is about improving the working lives of Trust staff; encouraging them to be healthier, to reach their full potential in their career, to achieve an appropriate work life balance, to play an active role in the future direction of the Trust and to recognise their contribution to the Trust. Section 19 – Diversity In order to communicate to the harder-reach Bangladeshi and Pakistani communities, we need to look at nurturing advocates in those communities who can give us a lead in and help us understand how best to communicate and provide support.. We need to look at developing health messages around heart disease, renal failure, diabetes and certain cancers that are prolific in those ethnicities and getting those messages into the communities. Likewise, we need to look at developing further relationships with our Disability Advisory Group to engage further with that group and better meet the needs of people with a disability. We can also look to other partnership groups such as schools and colleges to deliver health messages and engage a younger generation in the future of the Trust. (This will be expanded on as part of the marketing strategy.) Section 20 - Summary and Evaluation The affection and loyalty towards the Manor Hospital is apparent amongst all staff and stakeholders but there are strong criticisms relating to actual or perceived poor communication. 17 Improved flow of information and in particular more active listening would help motivate staff, improve relationships with stakeholders and enhance the Trust’s reputation. More personal face-to-face contact is needed between the top team and frontline staff and between consultants/top team and key stakeholders, e.g. GPs. The focus of the top team quite rightly in recent months has had to be on the many challenges including the PFI scheme, FT status, achieving financial balance and reaching government targets. The focus now needs to come back to the frontline with more concentration on personal relationships. The Trust is clearly taking communications seriously with the appointment of a new Head of Corporate Communications & Marketing and a support team who will be able to develop this strategy and take it forward. An action plan for 2008/9 is included as Appendix 4 to this strategy document. 18 Appendix 1 Board and staff members who gave opinions Board Members Ben Reid – Chairman Sue James – Chief Executive Sarah Smith – Director of Development Staff Focus Group One – Middle Managers: Stuart Beddow – Lead Nurse – Endoscopy Diane Chandler – Clerical/Secretariat Manager Denise Fraser – Matron – Emergency Services Doe Hadwen – Outpatient Team Leader Chris Powell – Deputy Theatre Manager Focus Group Two – Frontline Staff: Mrs. C. Bayley – EASI-BOOK Miss R. Buckley – Physiotherapist Ms. D. Coates – Ward Clerk, Salisbury Ward Ms. G. Grimstead – Ward Clerk, Delivery Suite A. Paul – HCA Mrs. A. Powell – Ante-Natal Clinic Miss F. Mahmood – HR Manager Management Trainee Staff Council: I. Lemm M. Broadfield S. Fewtrehill D. Liggins E. O’Sullivan A. Littler S. Chrimes J. Rowley T. Crump A. Millard G. Dryden R. Timol 19 Appendix 2 GPs who gave opinions Dr. Kelly – Rushall Medical Centre Dr. Murli Sinha – Pleck Health Centre Dr. Shadia Abdalla – Willenhall Health Centre Dr. B. Mitra – Birchills Health Centre Dr. Narinder Sahota – Associate Medical Director, Walsall PCT Dr. Sundar Vaid – Darlaston Health Centre Dr. Haris Syed – Birmingham Street Surgery 20 Appendix 3 Team Briefing System Monthly – following board meeting: A. Chief Executive briefs senior managers B. Senior managers brief all team leaders C. Team leaders brief all staff If possible, Chief Executive and members of CMG also deliver two or three local briefs each month so that frontline staff have an opportunity to meet them. Questions/comments are fed back direct to the Chief Executive who answers them in next month’s brief unless urgent when feedback is via relevant manager. A - C within five working days. Member of communications team to write the briefing sheet to be used as an aide memoir but the brief must be delivered verbally. Member of communications team to check each month – phone staff at random to see whether they have received verbal brief. Aim to reach a minimum 80% of staff with a verbal brief. Topics may be organised under 4 or 5 Ps – People / Progress / Policies / Performance /Perception. The format of Team Brief should be refreshed into PowerPoint slides with supporting speaker notes that can be printed. It should be kept as simple as possible so as to be understandable by every staff member. 21 Appendix 4 Action Plan 2008-9 Detail Responsibility Timescales Cascades of information from managers to staff Make it a personal objective of all managers that information is cascaded to staff - to be built into each manager’s personal development plan/appraisal document. HR & appropriate Director/Manager Henceforth Refresh format of Team Brief under five P’s headings and in PowerPoint slides with speaker notes. Communications & Corporate Affairs Teams End of May Chief Executive communication to all senior managers requiring their attendance at monthly Team Brief and to task them with producing a plan for cascading corporate information to each member of staff in his/her area. Communications Team to draft. End of May for communication. Monthly face-to-face verbal Team Brief cascades. Communications Team in conjunction with departments. Monthly – following board meeting: D. Chief Executive briefs senior managers E. Senior managers brief all team leaders F. Team leaders brief all staff Senior managers to come back with plan by end of June. All staff to receive briefing within five working days of Board meeting. To start in June. Monitor the above cascades of information through a monthly random phone around of departments. Communications Team To start in June. Chief Executive to go for a walk around the Trust on a twiceweekly basis. Chief Executive PA to diarise. 2 x one-hour slots per week. Introduction to Trust Communications section at new starter induction. Members of communications Team to deliver. To start in June. ‘Back to the shop floor day’ – Chief Executive and Directors take on roles such as switchboard, porters, security, etc. Communications team, Chief Executive and Directors. To start in July. Review potential to utilise and expand scope of Board to Ward meetings. Head of Corporate Communications and Marketing. September. Recruitment event for communications champions. Head of Corporate Communications and Marketing. To be initiated at 9th May meeting. Monthly communications forums to be scheduled for communications champions. Head of Corporate Communications and Marketing. Ongoing. Top management communications Communications Champions 23 Myth Busters/’Conversation with Sue’ online forum To be wound down and replaced with ‘Conversation with Sue’ online forum – one hour session on monthly basis. Chief Executive and Communications Team Start in June. Each division to send any newsletters to communications for review – branding, style, language, etc. Divisions to be advised if need to make any changes. Head of Communications to request. June – August. To be re-styled as 4pp member magazine and produced bimonthly. Comms Lead To go bi-monthly after summer issue. Head of Corporate Communications and Marketing and Head of HR. September. Work towards a switch to delivery of discharge information electronically with extended use of the Fusion system and email. Director of Informatics. Email by June. Develop communications plan for regularly communicating corporate information to GPs – to take form of personal letter from Chief Executive. GP Liaison Officer June Continue to produce GP Choices newsletter. Communications Quarterly Audit of divisional newsletters Cascade Staff Thank You Develop recognisable and acceptable thank you gesture to staff. GP Communications 24 Lead and GP Liaison Officer Produce GP referral pack. GP Liaison Officer August. Update and issue electronic telephone directory. GP Liaison Officer & August. IT. Investigate GP meetings which Trust staff could attend, e.g. Local Medical Committee, practice meetings, local cluster groups, etc. GP Liaison Officer August. Establish programme of face-to-face contact between Trust staff/consultants/managers and GPs – hospitality, training, seminars, etc. GP Liaison Officer August. Establish link with young doctors group. GP Liaison Officer August. Set up GP section on website. Communications Team August. Carry out audit of patient literature, information, etc. Communications Team Autumn 2008 Investigate how general communications could be improved. Head of Communications and Deputy Director of Nursing. Summer 2008 Patient Communications 25 Produce brand guidelines and templates for written communication. Communications Team Summer 2008 Ensure proactive publicity to celebrate good news stories. Communications Champions & Communications Team. Ongoing Test signposting on site with patient volunteers. Derek Muhl Complete Investigate and plan further ways that the hospital cleanliness and cleaning has a higher profile. Director of NonClinical Support Services and Deputy Director of Nursing. August. Communications plan to be developed. Head of Corporate Affairs May 2008 Produce dedicated member section on new website. Communications Team Autumn 2008 Re-style Cascade as member magazine – to be issued on bimonthly. Communications Lead After summer issue. Update current media policies for approval by CMG. Communications Lead End May (FT) Member Communications Policies 26