Our Stakeholder Charter
Our Stakeholder Charter explains who are stakeholders are and how we will engage, communicate and involve our stakeholders in the work of our NHS services in Somerset.
Who are we?
Somerset Partnership NHS Foundation Trust and Taunton & Somerset NHS Foundation Trust provide hospital, community, mental health and learning disability services in Somerset.
We provide services in Musgrove Park hospital, community hospitals, mental health wards, GP surgeries, dedicated clinics and in patients’ homes across Somerset. Together we employ more than 8,000 staff. As providers of NHS services to Somerset, our work is of interest to - and affects - a wide range of people, groups and organisations. These people are our stakeholders.
What is Stakeholder Engagement?
Our Stakeholders are any person or group of people who have an interest in our services, or who receive or may be affected by our services. Engagement is the way we listen, communicate with and involve people and organisations.
Stakeholder Engagement is the process by which we build relationships with our stakeholders through communication, listening to their views and experiences and involving them in the life of our services.
Why do we need to engage?
Effective stakeholder engagement ensures that:
- we provide patient and family centred care for the people of Somerset; and
- we uphold the central principle of the NHS Constitution that the NHS belongs to us all.
Who are our Stakeholders?
Stakeholders are grouped into ‘internal’ or ‘external’ stakeholders.
- Internal stakeholders are people and groups who are part of the Trust.
- External stakeholders are people and organisations outside of the Trust. Patients and their carers are external stakeholders. We are committed to providing patient-and-family centred care.
What is our approach to Stakeholder Engagement?
Our aims are:
- TO ENGAGE: To engage and build relationships with our local community.
- TO COMMUNICATE: To ensure that our stakeholders are regularly updated about everything significant we do and we listen to what they tell us.
- TO INVOLVE: To involve stakeholders at all levels of the Trust, and to listen and learn from what local people have to say about our services before change is made or decisions are taken.
How will we engage with stakeholders?
AIM 1: TO ENGAGE: We will engage and build relationships with our local community.
We strive to understand the views, perspectives and experiences of our stakeholders. To build trust with others, we will:
- have empathy
- be straightforward
- admit mistakes
- keep promises
- avoid surprises: share information as early as possible
- be consistent in thought and action.
It is important that all stakeholders know how to contact the Trust. All stakeholders will have a key contact.
AIM 2: TO COMMUNICATE: To ensure that our stakeholders are regularly updated about everything significant we do and we listen to what they tell us.
We know that some stakeholders will have communication needs that we will need to consider if we are to engage effectively with them. For example, people with disabilities (sight, hearing or other physical needs) and people who require translators or interpreters, or information in different ways. We are also aware that not all stakeholders have access to computers or want to engage online.
Our communication methods will consider different ways of engaging and communicating with all groups in our communities.
AIM 3: TO INVOLVE: To involve stakeholders at all levels of the Trust, and to listen and learn from what local people have to say about our services before change is made or decisions are taken.
We will strive to involve stakeholders as much as possible, with the aim of working together (or ‘coproduction’) when we develop or change our services or organisations.
What are our Stakeholder objectives?
Our objectives are:
- To ensure stakeholders are aware of the full range of services provided by the Trust and how to access them.
- To ensure staff are supported with the information they need to provide safe, high quality care.
- To take stakeholders’ voices and experiences into account when reviewing, improving and planning changes to services.
- To enable stakeholders to design and produce solutions with us wherever possible.
- To promote best practice and celebrate success.
- To build strong and trusting relationships with stakeholders so that they know their contribution is necessary, valued and important.
- To provide accessible information and engagement opportunities for all stakeholders, using communication that meets their needs.
- To communicate openly and honestly and learn from mistakes
- To work towards a culture of ‘no surprises’, where stakeholders hear our news from us first, planning change at a pace that is appropriate for both staff and the wider community.
- To work together across the county to communicate and engage on the vision for Somerset’s health and social care.
How can I get involved?