Customer Service Action Plan

Customer Service Action Plan One of the fundamental themes of Delivering Better Government (1996) is the â?oachievement of an excellent service for the Government and for the public as customers and clients at all levelsâ?Âù. In 2000, the Quality Customer Service (QCS) Working Group reviewed and revised the 1997 Principles of Quality Customer Service to take account of changes in the environment since 1997, such as the equality agenda. In July 2000, the Government decided that: Click here to download PDF 199kb

Quality Customer Service Action Plan 2005 - 2007

Quality Customer Service Action Plan 2005 – 2007 Quality Customer Action Plan

Understanding the Economics of Investments in the Social Determinants of Health

Briefing 9 - Understanding the economics of investments in the social determinants of health This document, commissioned by Public Health England, and written by the UCL Institute of Health Equity, examines how to use measures of economic investment to improve and increase local investment in the social determinants of health. The paper provides information to support decision-making on actions to address the social determinants of health and the development of business cases for investment. It supplements the evidence reviews in this series, which include information on the economic impacts of actions on health inequalities, and should help the reader to be an intelligent customer and commissioner of economic analyses and to understand their limitations. The paper covers: - The rationale for understanding, measuring and taking into account the economic impact of decisions and interventions that impact on the social determinants of health.- The benefits and limitations of various ‘economic measures of impact’ – commonly used terms which can be confusing, sometimes leading to misinterpretation of which measure of economic impact is appropriate for what purpose.- What is currently known about the economic impact of intervening in the social determinants of health.- Good practice and further resources which will support better decisions. The briefing is available to download above. This document is part of a series. An overview document which provides an introduction to this and other documents in the series, and links to the other topic areas, is available on the ‘Local Action on health inequalities’ project page. A video of Michael Marmot introducing the work is also available on our videos page.

Soilse annual review 2010.

Soilse, the HSE addiction rehabilitation programme in Dublin North Central, experienced another challenging year in 2010. However, despite budget constraints and logistical and building difficulties, we prioritised the needs of recovering drug abusers with considerable success. Throughout the year, we had enquiries, referrals, programme uptake and successful outcomes. In terms of addiction, the problems are as enduring as ever with complex needs and limited progression opportunities. The rehabilitation strategy published in 2007 has had no practical effect. Yet Soilse saw a clear and positive impact from our work in terms of: stabilising service users; achieving detox; encouraging participants to move from our prescribed medication to our drugfree service; and consolidating these outcomes. Our evidence base continually validates our approach with people who want to become independent of services being facilitated to do so. Soilse did well in 2010 in terms of educational and vocational outcomes, particularly through FETAC but also through comprehensive care planning. We faced protracted difficulties as a result of the staff moratorium and budget cuts, but continued to deliver a professional service, keeping morale and performance high. Our service is based on the following practice standards: holistic assessment care planning care management interagency work quality assurance, and customer service involvementThis resource was contributed by The National Documentation Centre on Drug Use.