Where to start with service improvement
Home » Resources » Resources » Directory of service improvement » Where to start with service improvement
Often people know or sense that there is a difficulty or need for improvement in their services. This may be gained through the day-to-day interaction with people that use services, the people that support them and colleagues or directly through the receipt of comments and complaints. For many the biggest issue is where to start. Effective engagement is a key step. Start by talking to people that use the service, the people that support them and colleagues to see what their views are, whether they all share the same concerns, whether they think there are areas for improvement and what everything feels like to them.
Do not be tempted to act on impulse for a ‘quick fix solution’; diagnosis of the areas for improvement is vital in order to ensure improvements are made where they matter most.
A key technique to use is process mapping, included within this directory. This technique involves mapping a person’s journey though a service, highlighting any problems or areas for improvement as well as improvement ideas.
Search for evidence or data highlighting the areas for improvement. Once the areas for improvement are truly understood, plan and implement improvement ideas, using the tools and techniques within this directory to help.
Make sure you measure the success of any improvements implemented, and plan for sustainability and spread
Do not forget that service improvement is a continuous process and the cycle continuously runs…
To summarise:
1. Talk with and engage relevant others
2. Assess and plan for improvement
3. Make improvements and monitor regularly
4. Plan for sustainability and spread