At each Member Advisory group meeting we share an overview of the member engagement activities that we’ve been working on over the last quarter:
NHS Professionals shared the outcome of the first two Customer Support Advisor Forum meetings which were set up to help NHS Professionals’ National Service Centre deliver excellent customer service to our Bank Members. Key achievements to date include:
NHS Professionals' Academy is our education and training division. Colleagues shared updates about our new and improved courses which can now be delivered in a range of ways including:
NHS Professionals demonstrated proposed changes to Holiday Booking System for feedback. Improvements include:
An ongoing pain-point for Bank Members is in relation to delays with Trust staff approving timesheets. NHSP fed back that this issue is being investigated to see whether new processes/technology can improve this issue. In the meantime, Bank Members were advised to contact Trust Services for support with timesheet approvals.
NHS Professionals shared information about an internal campaign that was run from 23rd-27th January for NHSP corporate staff. The “Member Promise Week” is an annual event that aims to highlight the importance of welcoming, supporting and celebrating our Bank Members. The week celebrated ways that teams have improved their service to welcome, support and celebrate our Bank Members and a competition was run to identify individuals that deliver on our member promise.
At each Member Advisory group meeting we share an overview of the member engagement activities that we’ve been working on over the last quarter:
We are currently working towards our Institute of Customer Service (ICS) Accreditation and as part of this our Bank Members, Client Trusts and Corporate Staff all complete the ICS National Customer Satisfaction Survey.
We shared a summary of the key findings from bank members and discussed our plans to address the main themes of dissatisfaction.
At our meeting in June 2022, we introduced the improvements we are making to our education and training offer for members through our new NHSP Academy.
We gathered useful feedback from the member advisory group on the Mandatory & Statutory Training they currently receive to help us to continue to develop and improve the training.
We shared the work we have been doing on a pilot to improve the induction and ward orientation process for bank members. This includes a useful checklist for members so they know exactly what to do when working on a new ward for the first time.
NHSP shared an overview of the member engagement activities which had taken place during the previous quarter including:
At the last Member Advisory Group in March 2022, NHSP asked members for their suggestions for future webinars which would help support members with their career and wellbeing. We have been working in the background to see how we can make these happen.
Since March 2022, five webinars have been delivered, attended by 583 members. The webinars appear to be landing well, with attendees providing an overall satisfaction rating of “Excellent”.
NSHP shared improvements to prospective member’s joining experience. An Onboarding Hub has been developed which contains all the information and guidance needed to become a member of the NHSP Bank in one place and clear instructions for each part of the joining journey.
Find out more information at the NHSP Bank Onboarding Hub.
NHSP shared an overview of the improvements being made to practical training and mandatory and statutory training via the NHSP Academy - NHSP’s new education and training division.
Our goal for the first Bank Member Advisory Group was to welcome our members, outline the purpose of the groups and get feedback on key agenda items.
A summary of what was discussed is below:
We want our members to feel informed, supported and valued and have developed a new approach to engaging with our members (the member engagement framework). We introduced our Advisory Group members to the framework which includes:
We have launched a new series of webinars for Bank Members in 2022/23 focussed on Health & Wellbeing and Education & Training. Our aim is for these webinars to offer our members access to exclusive content covering a range of topics to support with Continued Professional Development and personal growth.
We asked our Advisory Group members for ideas for future webinars that will help support them with their career and wellbeing. Have you got a webinar idea you’d like to share? We would like to hear your suggestions for future sessions.
We invited members of our Advisory Groups, colleagues, and wider networks to be the focus of Bank Member case studies. We plan to bring our Bank Member’s stories to life and share the real-life benefits of being a bank member with NHS Professionals. By sharing members stories we hope to grow the bank and support our NHS. We also want to hear about our Member’s lived experiences in relation to equality, diversity and inclusion challenges to help bring these issues to light.
Watch this space for updates on our Bank Member Advisory Group Case Studies!