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Client involvement Seminar

Client involvement Seminar. EPR Luc de Witte and Cristina Crisóstomo welcome you all to Mulhouse 17-18th June 2004. Client involvement Seminar. The programme of this morning Introduction of speakers/trainers Introduction of participants

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Client involvement Seminar

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  1. Client involvement Seminar EPR Luc de Witte and Cristina Crisóstomo welcome you all to Mulhouse 17-18th June 2004

  2. Client involvement Seminar • The programme of this morning • Introduction of speakers/trainers • Introduction of participants • Introduction to the seminar: approach, goals, programme • Introduction to client involvement • Coffee

  3. Client involvement Seminar • Introduction of speakers/trainers • Luc de Witte • iRv, Heerlen professional university, Maastricht university • Cristina Crisóstomo • Centro de reabilitaticao profissional de Gaia

  4. Client involvement Seminar • Introduction of participants • Name • Professional background • Organisation and work setting • Role in the organisation • Relevance of client involvement for own work

  5. Client involvement Seminar • Approach of the seminar • Open / interactive / flexible  working group • Please participate actively  discussion is more effective than listening • Interrupt, ask questions, …… • Please help each other with language: perfect English is not needed; understanding each other is essential

  6. Client involvement Seminar • Goals • Knowledge of different client involvement models • Understanding of the concept of client involvement at different levels (individual, facility/service, general policy) • Exchanged experiences and approaches in different settings and countries • Stimulate concrete plans to implement client involvement in your own work setting

  7. Client involvement Seminar • Task for these two days • Develop a plan for the implementation of (aspects of) client involvement in your own work setting • Present this during the last module tomorrow

  8. Client involvement Seminar • The programme • 8 modules • 1 hour and a half each • Today 5 modules, tomorrow 3 • Luc and Cristina work together, one has ‘the lead’ in each module

  9. 1st module Client involvement Seminar • Introduction (now in progress) • Lecture about “Client Involvement; a major challenge for health care organisations” • What is client involvement • Why client involvement • A short exercise

  10. 2nd module Client involvement Seminar • Exchange and discussion of experiences of the participants with client involvement • Work on the goals relating to the implementation of client involvement in the own work setting

  11. 3rd module 4th module Client involvement Seminar • Client involvement in the primary care process • Client-centred / demand-oriented care • Examples of tools and instruments • Practical exercises • List the things the service user would like to find in the organisation • List the things the service provider would expect to offer

  12. 5th module 6th module Client involvement Seminar • Client involvement at the level of the facility or service • Client driven organisation • Profile of the enabling role of the organisation • Practical approaches • Principle of Excellence Participation and quickScan for the Principle • Client role in setting a new service

  13. 7th module 8th module Client involvement Seminar • Client involvement on a general policy level • Role of client organisations • Presentation and discussion of individual plans of participants to implement client involvement strategies in their own settings

  14. Client involvement Seminar • Client involvement; a major challenge for health care professionals • Easily said, but not easily done  it is difficult and has many consequences • There is no ‘way out’  client involvement is becoming a ‘must’

  15. Client involvement Seminar • What is client involvement? • Making (informed) choices • Being involved in building/designing programmes (individual/collective) • Dialogue/agreement • Having decisive (financial) ‘power’ • ……..

  16. Client involvement Seminar • Different levels and different ‘intensities’ • Levels: • Primary care process (micro) • Facility of service level (meso) • General policy level (macro) • Intensities: • From ‘hearing’ to ‘a say’ to ‘(co-)directing’

  17. Client involvement Seminar • Why client involvement? • Fashion, ‘everyone does it (or better: talks about it)’ • Paradigm shift from medical to societal model • Autonomy has become a central value in western societies  independency, self-determination, personal fulfillment etc. • Clients have higher expectations • Clients want care and services to support them in their ambitions to participate in society

  18. Client involvement Seminar • Exercise: “what do you want most in life?”

  19. End of module 1

  20. Client involvement Seminar 2nd Module • exchange and discussion of experiences: • Experiences on micro, meso en macro level • Different approaches and methods • Positive and negative aspects • Influencing factors (enabling factors and barriers)

  21. Client involvement Seminar 2nd Module • Please formulate the goals of your individual implementation plan: what would you like to achieve with respect to client involvement and why?

  22. End of module 2

  23. Client involvement Seminar 3rd Module • Client involvement in the primary care process  client-centered / demand-oriented care

  24. Client involvement Seminar 4th Module • What services and providers are relevant to the rehabilitation? • Which are in your current job the moments of interaction with agencies for the rehabilitation? • Current clients – focus in a target group and focus in the reasons of exclusion and barriers to their participation (identify needs)

  25. Client involvement Seminar 4th Module • List the things the service user would like to find? • List the things the service provider would like to offer?

  26. Client involvement Seminar 4th Module • Specify the services to respond to the needs • Classify the services offered in enabling and empowering • You are a service user • Which services relevant to rehabilitation will you choose?

  27. Client involvement Seminar 4th Module • Compare the offered services with the needed services • Select an unmet need as the basis for the project and offered a new service • List specifications of the new service!

  28. End of module 4

  29. Why do organisations need clients? Why do clients must be involved? To exist! To tell the organisation which are the right things and how to do them right! Client involvement Seminar

  30. Is the organisation prepared to involve clients? Are the professionals prepared to listen to clients and to use their feedback? Client involvement Seminar

  31. Client involvement Seminar • Service organisations are organisations / enterprises that provide services as products: • Intangibles • Service user participates in the production • In simultaneous • The front line providers: • Must be listen to • Must have all the information about the services • Have passion for the service – make the client wish the product by surprising him • Be autonomous (service user behaviour and needs are not predictable)

  32. Client involvement Seminar • A strong client orientation is one of the characteristics of excellent organisations

  33. Client involvement Seminar • Becoming client-centric means: • Knowledge of the clients • Commitment to improve client relations • Client service standards • Complaint-resolution process • On-going measurement of client satisfaction • Comparison of your own client satisfaction with that of others organisations

  34. Client involvement Seminar • In addition, being client-centric requires that client satisfaction information be: • Disseminated throughout the organisation for feedback and change • Used to improve complaint resolution • Used to set realistic goals for professionals, services/programmes and the organisation as a whole

  35. Client involvement Seminar Strategies to meet the committement of the organisation to it are: • Strive for 100% client satisfaction (that’s not mean that you are performing well!) • Acknowledge that every individual perceive services in his/her own terms • Listen to clients and assess satisfaction regularly • Use client feedback to drive the business • Provide high-quality, reliable services • Design products to meet client needs as simply,friendly and inexpensvely as possible • When there is a problem, response quickly and fully

  36. Services might be provided prescribely, or collaboratively? The medical and professionals systems tend to encourage prescription and recommendations based on the professionals expertise (it is important their experience, previous successes) Client involvement Seminar

  37. Services might be provided prescribely, or collaboratively? To achieve successful outcomes the collaborative approach: client who is involved in the decision in a meaningful way will be more cooperative, more active and independent in using the services and more satisfied with services overall (need to discourage the impairment role) Client involvement Seminar

  38. Client involvement Seminar Consider the relationship a partnership Equality Client know his/her goal, interests, dislikes, priorities and practical aspects The organisation know thw systems, experience and matching services and people, have access to a variety of resources Shared responsability In achieving the same outcome Purpose Both parts are trying to achieve the same thing, they are both focus on solving the problem and reaching the goal

  39. Client involvement Seminar Organisation client N ... persons between, so it is difficult for the organisation to see the value of what is doing to the client If the organisation doesn’t see probably is doing the wrong thing!

  40. Client involvement Seminar $ 124,654,897 120 kilos 320/280 Blood pressure 650 cholesterol level High risk!

  41. Client involvement Seminar He only look at one metric!!!!! Balance the life of the organisation

  42. Client involvement Seminar To measure one thousand times and to cut once (Turkish proverb)

  43. Client involvement Seminar SARAH Surprise Anger Resentement Acceptance Helpful (finally the information must be helpful!!!)

  44. Client involvement Seminar “What matters, matters. Ignorance of it doesn’t make it matter any less. Knowldege helps you make the right things happen and stop the wrong things”

  45. Client involvement Seminar satisfied Excitement needs Performance needs Not met Met Basic needs dissatisfied

  46. Client involvement Seminar • Over time unexpected quality becomes a stated requirement, as clients’ expectations and competitions increases. • Then that expectation becomes unstated but still expected. • Be sure the 3 client-focused quality are delivered within a process

  47. Client involvement Seminar Driven/PLAN Results/CHECK System/DO User needs review Design input Design process Verification Design output ACT Service validation

  48. Client involvement Seminar • General council (organisation goals) • ... • Client council • ... • Satisfaction/quality measurement (surveys, focus group, ...) • ... • PLAN • planning • CHECK • designing • ACT • evaluating

  49. Client involvement Seminar A long day ... A nice dinner We deserve it!

  50. End of module 5

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