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Key Challenge 5 - Objectives
III Foundation

Underpinning service delivery and service development are the processes and standards by which we manage and conduct ourselves.

Those who work for the PPA are stakeholders in its development and future. They need to be able to contribute to the extent of their abilities. Equally, their contribution to improving the quality and effectiveness of our services is recognised as accuracy, economy and service delivery continue to improve.

People and organisations that use, benefit from or pay for our services should be able to access these conveniently, influence their development and understand how to get the best from them.

During the period of this plan, we will be developing and reporting upon detailed Organisational Development Strategies covering workforce planning, accommodation, training, information technology and communication. These linked activities will provide a fuller set of shared planning assumptions for the continued operation of the PPA and our services.

20 Stakeholder consultation
KC5 M King
 

We are committed to creating and maintaining media for our stakeholders, and principally for the direct users of our services to influence their delivery and development. Amongst the way of achieving this will be:

  • annual surveys (stakeholder groups)
  • data from workshops/conferences/exhibitions
  • focus groups
  • PPA Conference
Objective To demonstrate a clear link between the needs and expectations of our stakeholders and the services we deliver.
Targets 1. To hold an annual conference which attracts a cross section of stakeholders
2. To develop three user forums covering prescribing, dispensing and patient services
3. To identify the influence of stakeholders upon the future delivery and development of PPA services


21 Customer Relationship Management
KC5 M King
 

Many of our stakeholders are direct customers for our services. Increasingly, this includes individuals seeking help with health costs as well as our established base of professional users within the NHS. This provides us with a challenge to provide services which are delivered to explicit standards and which are accountable to their users.
Areas of activity covered by this objective are:

  • service charter
  • help desks
  • information leaflets
  • web site
  • complaints procedure
Objective To integrate the PPA's customer care activities to add value to our services
Targets 1. To publish an embracing customer charter covering all PPA services by 31 March 2004



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