As the start of each of the workshop sessions, both providers and officers were invited to identify things they thought worked well with regard to relationship management.
Care Providers
- ECC tying to engage
- Quality Improvement Team is very good
- Some ECC Officers were first rate
- The Proser project as an example of the right wa to do things - the team listens and delivers
- Single point of contact (contract managers)
- Safeguarding Team has improved
- Complaints were generally handled well
Officers
- The provider newsletter
- Some of the provider forums
- Quality Improvement Team has a good relationship with most providers
- Single point of contact/ 'regionalising' contract managers
- Some good market engagement work
- Cost of care exercise
- Getting members engaged and visiting providers
- We get positive feedback from some providers re: spts work
- Link worker role
- Mentoring for MCA/DoLs work
Providers and officers did not always agree as to what worked well e.g. many care providers have been critical of the cost of care work. More strikingly was how modest the list appeared to be and confined to relatively few areas of work. There were some acknowledgments that providers and ECC did try to engage but most of the comments were qualified in some way. The references to various specific teams seemed to highlight that effective relationships were built as much on successful one to one and small group interactions as they on getting the overall arrangements right for engaging providers.