Monthly Archives: March 2015

WhatsApp: Could it help you make your community a better place to live?

As the world changes, it’s fascinating to see how public services are changing too. A few years ago, an organisational social media account was a novel thing, like when Helen Reynolds created a MySpace page for Shire Hall in Monmouth. While lots of us are still getting to grips with what social media means for the way organisations interact with communities, it’s embedded in the way that we communicate as individuals on a day to day basis.

WhatsAppIt’s probably no surprise then that there’s a lot we can learn from the people within our communities.

As budgets are shrinking, public services are being asked to do more with less. Organisations are starting to move away from the paternal role that they’ve often played in the past to enabling people to make the most of their opportunities. We shared how the Bromford Deal is doing just that as part of our Adopting Preventative Approaches Seminar last year. You can find out more about the deal in the video below.

I’ve been using WhatsApp personally for a while. I’ve been intrigued as to how it might be used to improve the way we work, but I couldn’t quite get my head round how that might happen. This Storify by Will Barker of the #nhssm Twitter Chat changed that, and I could instantly see how organisations could use it to better inform people about what they’re doing. It’s startling that in the case of the Oxford Mail, WhatsApp has a six or seven times times greater conversion rate to page views than Twitter.

Trafodaethau WhatsApp DiscussionsBy sharing that Storify, I quickly got into a conversation with Ben Black, whose street is using WhatsApp in a really interesting way. The platform gives people the chance to better connect with each other (Ben tells me there’s a fair bit of banter on the thread). It means that when the power’s gone out, there’s a quick way of checking if it affects one house or the whole street. If one resident is heading to the dump, a quick message to the group means that they can take other people’s rubbish while they’re there. When a restaurant on the street applied for licensing, it was used to send feedback from the council meeting. It’s been used to highlight issues that affect the street like potholes, or to see if people can lend or borrow equipment or even each other’s time, such as by cutting each other’s lawns.

I was just thinking about using WhatsApp to communicate with people, but Ben and his neighbours have taken it that step (or five) further and are actively using it to help make their street a better place to live.

I bet if we asked people how they felt about the public services they received, the vast majority would ask “what public services?” Through tools like WhatsApp and Streetbank, people are actually delivering some aspects of services themselves. If we spare a second to think about how we might work differently and take a lead from Ben’s street, I reckon there’s a lot we can do to improve the work we do.

Dyfrig

WhatsApp: A fyddai’n gallu eich helpu i wneud eich cymuned yn lle gwell i fyw ynddo?

Wrth i’r byd newid, mae’n rhyfeddol gweld sut mae gwasanaethau cyhoeddus yn newid hefyd. Ychydig o flynyddoedd yn ôl, byddai’n anarferol iawn i sefydliad feddu ar gyfrif cyfryngau cymdeithasol (fel pan grëodd Helen Reynolds dudalen MySpace ar gyfer Neuadd y Sir yn Nhrefynwy). Er bod llawer ohonom yn parhau i geisio deall sut mae’r cyfryngau cymdeithasol yn dylanwadu ar y ffordd y mae sefydliadau yn rhyngweithio â chymunedau, mae’n rhan hanfodol o’r ffordd ni’n cyfathrebu fel unigolion o ddydd i ddydd.

WhatsApp

Nid yw’n syndod felly, ein bod ni’n gallu dysgu lot o’r bobl yn ein cymunedau.

Wrth i gyllidebau grebachu, gofynnir i wasanaethau cyhoeddus wneud mwy gyda llai. Mae sefydliadau yn dechrau cefnu ar y rôl dadol a chwaraewyd ganddynt yn aml yn y gorffennol gan newid i rôl lle maent yn galluogi pobl i wneud y gorau o’u cyfleoedd. Disgrifiwyd sut mae’r Bromford Deal yn gwneud hynny yn ein Seminar Mabwysiadu Dulliau Ataliol y llynedd. Gallwch ddysgu mwy am y fargen yn y fideo isod.

Rydw i wedi bod yn defnyddio WhatsApp yn bersonol am gyfnod. Roeddwn i’n ceisio meddwl i fy hun am sut y gellir ei ddefnyddio i wella’r ffordd rydym yn gweithio, ond doeddwn i ddim yn gallu dychmygu sut i’w ddefnyddio am y pwrpas yma. Newidiodd hyn gyda’r Storify yma gan Will Barker ar Drafodaeth Twitter #nhssm, ble roedd yn bosibl imi weld ar unwaith sut y gallai sefydliadau ei ddefnyddio i hysbysu pobl yn well am beth maen nhw’n wneud. Mae’n rhyfeddol ystyried, yn achos yr Oxford Mail, bod nifer y bobl sy’n cael eu cyfeirio at y tudalennau drwy WhatsApp chwech neu saith gwaith yn fwy na Twitter.

Trafodaethau WhatsApp DiscussionsDrwy rannu Storify, dechreuais drafodaeth gyda Ben Black, gan bod ei stryd yn defnyddio WhatsApp mewn ffordd ddiddorol iawn. Mae’r llwyfan yn rhoi cyfle i bobl gysylltu â’i gilydd yn well (a dywedodd Ben bod lot o dynnu coes yn digwydd yn ystod y sgwrsio). Mae’n golygu bod ffordd gyflym o wirio pethau, er enghraifft os bydd y trydan yn diffodd gellir darganfod os yw wedi effeithio ar un tŷ yn unig neu’r stryd gyfan. Os bydd un o’r preswylwyr yn mynd i’r dymp, drwy anfon neges gyflym at y grŵp, gall y person hwnnw gynnig mynd â sbwriel pobl eraill ar yr un pryd. Pan wnaeth un o’r bwytai ar y stryd gais am drwydded, defnyddiwyd WhatsApp i anfon adborth o gyfarfod y cyngor.

Defnyddiwyd yr ap i amlygu materion sy’n effeithio ar y stryd, fel tyllau yn y ffordd, neu i weld os yw’n bosib i bobl fenthyca offer neu amser ei gilydd, er enghraifft drwy dorri lawntiau ei gilydd.

Roeddwn i’n ystyried WhatsApp fel dull o gyfathrebu â phobl yn unig, ond mae Ben a’i gymdogion wedi mynd â’r peth un cam (neu bum cam) ymhellach ac maen nhw’n ei ddefnyddio mewn ffordd weithredol er mwyn helpu i wneud eu stryd yn lle gwell i fyw ynddo.

Os bydden i’n gofyn i bobl sut maent yn teimlo am y gwasanaethau cyhoeddus maen nhw’n derbyn, rwy’n siwr y byddai’r mwyafrif yn gofyn “pa wasanaethau cyhoeddus?” Drwy ddefnyddio offer fel WhatsApp a Streetbank, mae pobl bellach yn darparu rhai agweddau o wasanaethau eu hunain. Os meddyliwn am eiliad ynghylch sut y byddai’n bosibl inni weithio’n wahanol a dilyn esiampl stryd Ben, credaf fod lot y gallwn wneud i wella’n gwaith ni.

Dyfrig

Improving GP Care by Aligning Evidence, QI Methodology, IT and Contracts: A New Model for Wales

In the latest All Wales Continuous Improvement Community Awards blogpost, Dr Alastair Roeves of Aneurin Bevan University Health Board tells us how they made the most of resources at their disposal to improve their work.

Aneurin Bevan University Health Board / Bwrdd Iechyd Prifysgol Aneurin Bevan

Atrial Fibrillation is an arrhythmia resulting from irregular, disorganised electrical activity in the atria of the heart; it commonly occurs in association with risk factors, such as hypertension, diabetes and ischaemic heart disease. Evidence has shown that timely management benefits patients.

QP Pathways are clinical components of the GP Contract, designed to reduce unnecessary hospital admissions and outpatient attendances.

An Atrial Fibrillation QP pathway was produced to enable GP Practices in Gwent to implement care bundles, using Quality Improvement Methodology, when identifying, diagnosing and managing patients. It was supported by a guide developed by the Primary Care Quality team in Public Health Wales.

The QP Pathway is optional and was offered to every GP practice in Gwent. Nine practices volunteered to work as a collaborative and implement the care bundle approach to Quality Improvement. Each practice also had to use the Atrial Fibrillation module for Audit+ so the data could be analysed by Public Health Wales.

Each practice was required to show improvement in 3 out of 5 care bundles:

  • Opportunistic screening of over 65s
  • Assess symptoms
  • Perform CHADS2 / CHADS2VASc Score to assess risk of CVA
  • Manage rate and rhythm
  • Check BP, pulse, review medication, undertake anticoag risk assessment

The practices met as a collaborative on 3 occasions and agreed to share practice data between themselves and also share learning from the improvements they had put in place.

Data was extracted fortnightly by Audit+ software, analysed by Public Health Wales and supplied as run charts

Baseline data for each bundle was given to practices at the first collaborative meeting at the end of November 2013 and further data showing improvement was shared at the second collaborative meeting on 30th January 2014. Discussion between the practices identified changes they had made to improve compliance with the bundle. One practice has increased the percent of target population screened from 2 – 10% and there is evidence of improvement in all practices for the recording of pulse rate and rhythm.

Gwella Gofal Meddygon Teulu drwy Alinio Tystiolaeth, Methodoleg Gwella Ansawdd, TG a Chontractau: Model Newydd ar gyfer Cymru

Yn y blogpost diweddaraf y Gwobrau Cymuned Gwelliant Parhaus Cymru Gyfan, mae Dr Alastair Roeves o Fwrdd Iechyd Prifysgol Aneurin Bevan yn dweud wrthym sut maen nhw’n gwneud y fwyaf o’u hadnoddau i wella eu gwaith.

Aneurin Bevan University Health Board / Bwrdd Iechyd Prifysgol Aneurin BevanMae Ffibriliad Atrïaidd yn afreoleidd-dra o ganlyniad i weithgarwch afreolaidd, trydanol ac anhrefnus yn atriwm y galon; fel arfer, mae’n gysylltiedig â ffactorau risg, fel gorbwysedd, diabetes a chlefyd ischaemig y galon. Ymddengys o’r dystiolaeth bod ei reoli’n amserol yn fanteisiol i gleifion.

Mae Llwybrau QP yn elfennau clinigol o Gontract Meddygon Teulu, a’i nod yw lleihau derbyniadau diangen i’r ysbyty a derbyniadau cleifion allanol.

Lluniwyd llwybr QP Ffibriliad Atrïaidd er mwyn galluogi Meddygon Teulu yng Ngwent i roi pecynnau gofal ar waith, gan ddefnyddio Methodoleg Gwella Ansawdd, wrth nodi cleifion, wrth roi diagnosis iddynt ac wrth eu rheoli. Roedd wedi’i ategu â chanllaw a ddatblygwyd gan Dîm Ansawdd Gofal Sylfaenol yn Iechyd Cyhoeddus Cymru.

Mae’r Llwybr QP yn ddewisol ac fe’i cynigiwyd i bob practis meddyg teulu yng Ngwent. Gwirfoddolodd 9 practis meddyg teulu i weithio fel practis cydweithredol a rhoi’r dull pecyn gofal ar waith mewn perthynas â Gwella Ansawdd. Roedd yn rhaid i bob practis hefyd ddefnyddio modiwl Ffibriliad Atrïaidd ar gyfer Audit+ er mwyn sicrhau y gallai Iechyd Cyhoeddus Cymru ddadansoddi’r data.

Roedd yn ofynnol i bob practis ddangos gwelliant mewn 3 o bob 5 pecyn gofal:

  • Manteisio ar y cyfle i Sgrinio Unigolion dros 65 oed
  • Asesu symptomau
  • Perfformio Sgôr CHADS2 / CHADS2VASc i asesu risg Damwain serebro-fasgwlaidd (CVA)
  • Rheoli cyfradd a churiad
  • Gwirio BP, pwls, adolygu meddyginiaeth, cynnal asesiad risg ar gyfer gwrthgeulo

Daeth pob practis ynghyd dair gwaith gan gytuno i rannu data’r practis rhyngddynt a rhannu dysgu o’r gwelliannau yr oeddent wedi’u rhoi ar waith.

Cafodd y data ei grynhoi bob bythefnos gan feddalwedd Audit+, ac fe’i dadansoddwyd gan Iechyd Cyhoeddus Cymru a’i gyflwyno ar ffurf siartiau llif.

Rhoddwyd data sylfaenol ar gyfer pob pecyn i bractisau yn y cyfarfod cydweithredu cyntaf ddiwedd Tachwedd a rhannwyd data pellach ar welliannau yn yr ail gyfarfod cydweithredu a gynhaliwyd ar 30 Ionawr 2014. Yn y trafodaethau rhwng y practisau, nodwyd y newidiadau yr oeddent wedi’u gwneud er mwyn gwella’r broses o gydymffurfio â’r pecyn. Mae un practis wedi cynyddu canran y boblogaeth darged sy’n cael eu sgrinio o 2% i 10% ac mae tystiolaeth bod pob practis wedi gwella’r broses o gofnodi cyfradd a churiad y pwls.

Unmentoring and Randomised Coffee Trials

Unmentoring

We launched Randomised Coffee Trials for the first time at our Wellbeing Seminar. For the uninitiated, they aim to get random people together to discuss their work. This guide by David Gurteen is a really useful introduction. In order to explain the concept to attendees, we played this video by the Red Cross on how they’re using it.

Happily, LocalGovDigital launched their Unmentoring at about the same time, which is based on the same principles. Perfect – a chance to experience the method and to learn about someone’s work at the same time.

I was paired with Paul Inman of Warwickshire County Council, and it was a great chance to learn more about their work and compare it with what’s happening this side of Offa’s Dyke.

Warwickshire have been undertaking some work around customer journeys and channel shift. An online transaction can be much cheaper than meeting in person – a transaction costs an average of 15p online compared to £8.62 in the flesh. It’s interesting to hear how small changes can make a difference, like prompting people to go to the website when they’re on hold on the phone.

Warwickshire County CouncilThe pleasing thing is that Warwickshire haven’t forgotten about people in all of this. Kate Bentham’s blog is a great example of why we should keep our people focus when making changes. In terms of their website, Warwickshire believe in evolution, not revolution. This means small changes along the way, like making the margins smaller on mobile, rather than big PR headlines. But each change makes a small difference, and people don’t have to re-learn the site.

In terms of what I brought to the party (apart from my own cup of tea), I expanded a little on how the Wales Audit Office are using Yammer and the Good Practice Exchange’s Effective Use of IT event, where we looked at the National Library of Wales’ disaster recovery.

Our next Unmentoring chat is at the start of next month, so we’ve both got a bit of time to reflect on our first conversation and delve a bit deeper into things. But what’s been really useful is the opportunity to take some time out to reflect on what a ‘good IT service’ might look like, and also to spend some time talking to somebody about the challenges public services face who has a different perspective to my own.

Most of us have worked in silos at one point or another, and it’s all too easy to get entrenched in these with our own specific ideas and perspectives. It’s been fascinating seeing how Unmentoring and Randomised Coffee Trials can play a part in breaking down barriers to information sharing, and I’m looking forward to learning more about Warwickshire’s work going forward. Mark Jeffs has outlined how we need to work differently. The inspiration for that has to come from somewhere, and hopefully Unmentoring and Randomised Coffee Trials can be that spark that helps people to think about things in a new light.

Dyfrig

Dadfentora a Threialon Coffi Ar Hap

UnmentoringLansiwyd Treialon Coffi Ar Hap gennym am y tro cyntaf yn ein Seminar Lles. I’r anghyfarwydd, eu nod yw cael pobl at ei gilydd ar hap i drafod eu gwaith. Mae’r canllaw yma gan David Gurteen yn gyflwyniad defnyddiol iawn. Er mwyn esbonio’r cysyniad i bawb a oedd yn bresennol, aethom ati i chwarae’r fideo yma gan y Groes Goch ar sut maen nhw’n eu defnyddio.

Mae’n braf cael dweud bod LocalGovDigital wedi lansio Dadfentora tua’r un pryd, sy’n seiliedig ar yr un egwyddorion. Perffaith – cyfle i brofi’r dull a dysgu am waith rhywun ar yr un pryd.

Cefais i fy mharu gyda Paul Inman o Gyngor Swydd Warwick ac roedd yn gyfle gwych i ddysgu mwy am eu gwaith a’i gymharu â’r hyn sy’n digwydd yr ochr yma i Glawdd Offa.

Mae Swydd Warwick wedi bod yn gwneud rhywfaint o waith ar siwrneiau cwsmeriaid a sianelu newid. Gellir gwneud trafodion ar-lein yn llawer rhatach na thrwy gyfarfod yn bersonol – mae trafodion ar-lein yn costio 15c yr un ar gyfartaledd o gymharu ag £8.62 yn y cnawd. Mae’n ddiddorol clywed sut mae newidiadau bach yn gallu gwneud gwahaniaeth, fel ysgogi pobl i fynd i’r wefan pan maen nhw’n gorfod disgwyl am ymateb ar y ffôn.

Cyngor Swydd Warwick

Yr hyn sy’n braf yw nad yw Swydd Warwick wedi anghofio am bobl yng nghanol hyn i gyd. Mae blog Kate Bentham yn esiampl wych o sut ddylem ni gadw ein ffocws ar bobl wrth wneud newidiadau. O ran eu gwefan, mae Swydd Warwick yn credu mewn esblygiad, nid chwyldro. Mae hyn yn golygu newidiadau bach ar hyd y ffordd, fel gwneud yr ymylon yn llai ar declynnau symudol, yn hytrach na phenawdau cysylltiadau cyhoeddus mawr. Ond mae pob newid yn gwneud gwahaniaeth bychan, ac nid oes raid i bobl ailddysgu defnyddio’r safle.

O ran yr hyn wnes i ei gyfrannu at y parti (ar wahân i fy mhaned o de fy hun), fe wnes i ymhelaethu ychydig ar sut mae Swyddfa Archwilio Cymru yn defnyddio Yammer ac ar ddigwyddiad Defnydd Effeithiol o TG y Gyfnewidfa Arfer Da, lle buom yn edrych ar adfer wedi’r trychineb yn Llyfrgell Genedlaethol Cymru.

Mae ein sgwrs Dadfentora nesaf yn cael ei chynnal ddechrau mis nesaf, felly mae gennym ni ein dau ychydig o amser i adlewyrchu ar ein sgwrs gyntaf a thyrchu’n ddyfnach i bethau. Ond yr hyn sydd wedi bod yn eithriadol ddefnyddiol yw’r cyfle i wneud amser i adlewyrchu ar beth yw ‘gwasanaeth TG da’, a hefyd treulio rhywfaint o amser yn siarad â rhywun am yr heriau y mae gwasanaethau cyhoeddus yn eu hwynebu, ag yntau â gwahanol bersbectif i f’un i.

Mae’r rhan fwyaf ohonom wedi gweithio’n unigol ar ryw adeg, ac mae’n rhy hawdd ymgolli yn ein syniadau a’n safbwyntiau penodol ein hunain. Mae wedi bod yn rhyfeddol gweld sut gall Dadfentora a Threialon Coffi Ar Hap chwarae eu rhan mewn goresgyn y rhwystrau sy’n atal rhannu gwybodaeth. Rwyf yn edrych ymlaen at ddysgu mwy am Swydd Warwick wrth symud ymlaen. Mae Mark Jeffs wedi amlinellu sut mae’n rhaid i ni weithio’n wahanol. Mae’n rhaid i’r ysbrydoliaeth ar gyfer hynny ddod o rywle a’r gobaith yw mai Dadfentora a Threialon Coffi Ar Hap fydd y sbardun sy’n helpu pobl i feddwl am bethau mewn golau newydd.

Dyfrig

How many times have you been stuck behind a bin lorry when you’re rushing to get to work?

Could your organisation benefit from route optimisation? Andy Phillips, Performance Auditor at the Wales Audit Office looks at the potential benefits.

Rubbish / SbwrielPicking up our rubbish is an essential council activity and visible evidence to all about the efficiency with which your council operates this unglamorous service. What appears at first glance to be a straightforward job actually needs very complex planning given the need to shave costs to a minimum and to put in place collection rounds that cover the whole county, that run efficiently and to the satisfaction of residents and traders. And with as little disruption as is practicable.

It’s not just refuse that is collected. Recycling is increasing in both in the quantity and types of materials collected such as food, dry recyclables and garden wastes. The amounts of these that councils need to collect constantly change with economic activity, seasons, and the introduction of waste strategies. In practice, this can mean the councils need several different types of collection vehicle and operatives may have to sort recyclables at the kerbside. The crews on collection rounds face a considerable physical challenge to load refuse and recyclables all day and in all weathers, so they need collection rounds that protect their safety and wellbeing and fairly balance workloads between each crew.

Optimising the design of waste collection routes is a good way to make collection routes more efficient. Careful design of routes can minimises the number of vehicles or other assets in use, the mileage and the cost leading to less miles, less fuel and less carbon footprint. But nobody knows the rounds better than the crews themselves. This is why they need to be a part of any review of their rounds because what looks like a great route on a map in practice may have many practical problems such as with access through narrow streets or with congestion, such as seen when collecting waste during the school run.

Waste managers from across Wales are gathering at the MRC in Llandrindod Wells on Wednesday 25th March at the Welsh Local Government Association’s route optimisation workshop. The Wales Audit Office has great experience of running seminars for other service areas through its Good Practice Exchange, and will be helping out with the workshop. Speakers from the waste industry will demonstrate their route optimisation techniques and software, and representatives from councils that have already rationalised their waste collection rounds will share their experiences and offer some good practice. The sessions will be interactive and should be a lively debate leading to great benefit in terms of sharing quick access to knowledge and experience, and create discussions and collaborations that can continue after the meeting closes. The focus will be on savings made, challenges faced and lessons learned.

Although the workshop is for waste managers the same route optimisation process can be applied to other service areas, such as: winter maintenance, street cleansing, mobile services like libraries, highways inspections, grass and hedge cutting, social care applications like routine home visits or school and day centre pick-ups or meals on wheels deliveries. Taking the knowledge gained from this shared learning workshop and sharing within your own organisation could greatly increase the benefits of attending the workshop in Llandrindod Wells. We look forward to seeing you there at 10am, if you don’t get stuck behind a bin lorry that is…