Real life examples from the Charter Mark Award Scheme

Real life examples from the Charter Mark Award Scheme - consultation with users, implementing user views

6 October 2000

PRACTICAL OUTCOMES

HMRC & YOI Northallerton - Catering Department

Inmates have a major say in their dietary requirements through consumer surveys, which have led to improved menu content. A salad bar has been introduced as a result of one of these surveys.

Royal Ulster Constabulary - Child abuse and rape enquiry unit

1. the unit works closely with other services such as social services, NSPCC and where appropriate shares facilities and joint interviewing to help users.

Barnsley District General Hospital NHS Trust - Day Care and Endoscopy Unit

As a direct result of a customer survey the unit has;

1. developed a 'pre-assessment' service, where patients are invited into the unit and are have the detail of treatment explained to them prior to day admission. They have the opportunity to ask questions and address fears.
2. the endoscopy service has also introduced and a 'complimentary therapy service'.

East Hertfordshire District Council - Grange Paddock Pool and Gym

1. they have redesigned their reception area to include a reduced height counter for wheelchair users and an automatic entrance door.
2. introduction of summer day camps for children in the summer holidays

Post Office Counters Ltd - Halstead Post office

1. in response to a customer suggestion a private interview room is now available for those customers wishing to discuss sensitive issues.

Post Office Counters Ltd - Trafalgar Square

1. forms used for international posting were translated into Chinese by the local community association to help meet user needs.

Nexus - Shields Ferry

1. as funding is capped at 1997 levels the service acts on user suggestions to innovate on ways of generating revenue, one of which has been to sell livery as an advertising site.

Bournemouth and West Hampshire Water

1. one of the first water companies to set up a customer consultation panel to understand customer needs

Gateshead Council Libraries Service - Winner of the 1999 ICL Charter Mark Award for IT innovation

1. the library has introduced free access to the internet at all libraries including mobile libraries.
2. they employ a 'deaf librarian' in their central library who has developed strong links with the local deaf community using her signing skills daily with deaf customers.
3. they have introduced a video conferencing facility in another library which links to the central library enabling other deaf users access to this 'special' librarian.

Roundhay School Leeds - Winner of the 'Save the Children Charter Mark award for excellent services to younger people.'

1. the school produces a quarterly newsletter which goes out to all parents informing them about various activities, events and achievements. It is part written by the sixth form press officers
2. The school has a pupil mentor scheme, where an older child can help a younger child with a particular problem
3. The school has a pupil forum which has a representative from each school year it is consulted in the decision making process of the school

Better Government for older people Waverley pilot

In Waverley, a new 'handyman service has been launched to offer more help with applications for renovation grants.