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Client Involvment

Two Saints have a continuing commitment to client involvement within our services. There are a number if initiatives and ways clients can get involved not only to help Two Saints but also to help them build their skills and confidence as part of planning for their future.

There are various levels of involvement and all provide a valuable client insight into our services and participation is encouraged. 

• Client Questionnaires – Two Saints carry out twice yearly client questionnaires to obtain a “snapshot” of clients' opinions on the quality of the service being delivered; this also provides clients with the opportunity to comment on any other issues they feel are important to them.

For more details contact:-
Alex Watler  -  01329 234600
e-mail alex.watler@twosaints.org This e-mail address is being protected from spambots. You need JavaScript enabled to view it.

• Challenge Group – The Challenge Group provides a key forum for client consultation and involvement across Two Saints. It helps us obtain a client perspective to influence service development at all levels and allows us to demonstrate to clients how their views and involvement has benefited Two Saints' services. Meetings are held quarterly and involve discussions around topics which are relevant and of interest to all clients.

For more details contact:-
Alex Watler  -  01329 234600
e-mail alex.watler@twosaints.org This e-mail address is being protected from spambots. You need JavaScript enabled to view it.

• The Project Assessment Team (PAT) – The role of the PAT team is of significant importance as they carry out peer quality assurance monitoring visits on all services. They provide a client assessment on the quality of the service being delivered and report back to SMT and at Board level.

For more details contact:-
Graham Harrison (Chairman) - 07970 889172 (office hours only please)
Website  - www.thepatteam.com
Twitter - @ Patteam Fareham
Facebook - Patteam Fareham
 
• Joint Asset Management (JAM) Team - As a requirement of the Tenant Services Authorities ‘Home’ Standard, Two Saints is developing and implementing its Asset Management Strategy. The JAM team carry out inspections of Two Saints' accommodation and supported by the Technical Services Manager report on its condition and its ability to deliver the service required and makes recommendations and suggestions for the future.

For more details contact:-
Catherine Russell (Chairperson) - thejamteam@yahoo.co.uk This e-mail address is being protected from spambots. You need JavaScript enabled to view it.

Members of the PAT and JAM teams receive training as required and both groups are supported by the Client Champions, the Service Manager responsible for Client Involvement and the Business Support Administrator. After a qualifying period, members are also included in the client rewards scheme and can earn voucher payments for assessments or meetings they attend.
 
As the Sustainability Policy is developed both groups will play an important role in its progress offering suggestions and a client perspective on the Policy and ways it can be implemented and areas that need consideration.

• Service Excellence Group (SEG) - The SEG provides a strong link between Two Saints’ client involvement framework and the Board as the key decision-making body.  It plays a key role in ensuring that clients’ views drive performance improvement and are at the heart of governance within Two Saints. Specific responsibilities include reviewing and approving key operational policies for recommendation to the Board, overseeing responses to and learning from feedback on complaints and compliments and considering and making suggestions for improved value for money and efficiency.

For more details contact:-
Alex Watler - 01329 234600
e-mail - alex.watler@twosaints.org This e-mail address is being protected from spambots. You need JavaScript enabled to view it.

• Client Champions Group – Each Two Saints' service has a Client Champion whose role is to support a wide range of involvement activities and opportunities for the clients in that service; they act as a point of contact for clients and staff. Client empowerment is key to the role and the Champions take the lead in developing local involvement and encouraging and enabling clients to participate in client involvement activities such as Challenge Group, SEG, client questionnaires etc. They meet on a regular basis to share and develop good practice throughout the services. The Champions add to the responsibility of all staff with regards to encouraging client involvement and act as a point of contact and communication by attending the Champions Group and the Challenge Group.