Communicating
Inclusive Approach TwoOur approach
Communication is the process by which individuals and groups share their ideas, feelings, and thoughts with each other. If we create and keep channels of communication open, we will be able to support wider participation, be more responsive, build solutions together and be able to provide counter narratives to misinformation, prejudice and division when they arise.
Listening to our communities and what the people who live in them say is so important if we are to stay 'in tune' with issues and priorities. We should be doing this consistently not just when we want something from communities.
Statements
- We will communicate in plain language that people understand. We will use stories, and not just statistics.
- We will seek out, listen and be informed by community intelligence from the widest range of voices. We can and take, full account of how communities define the issues of what is most important to them.
- We will be open and honest, listening to what the community needs instead of holding on to preconceived ideas, and making decisions 'for' them. We will be clear about where influence and power are shared, and manage expectations based on respect and transparency.
- In our work, consultation and engagement, we will make space for people's life experience to be shared. It will be evident that agencies and organisations genuinely want to know what people think. We will use 'deep listening' and demonstrate two-way communication; when things are going well and when they are not.
- We will develop and use effective approaches, including going out into the community physically to build trust as well as using technology; creating space and routes for everyone to feel that their voice is heard, such as giving people time to chat one to one, and checking out and following up with action.
Checklist
How do you use existing intelligence from a range of sources to help plan, resource and prioritise services?
How do you ensure lived experience is 'deeply listened to' at decision-making structures in your organisation?
How do you know what has changed as a result?
Healthwatch Kirklees has worked in partnership with organisations across Kirklees to launch a carers lanyard. We heard from members of the public that they were continually being asked, "Who are you?" and, "Why are you here?" when supporting someone in health and care settings.
Carers spoke to us about having a lanyard and card that could be used in any health or social care setting across our locality, to highlight why they were supporting someone.
Healthwatch Kirklees reached out to:
- Locala
- Mid Yorkshire Trust
- Calderdale and Huddersfield NHS Foundation Trust
- Kirklees Council
- My Health Huddersfield
- Carers Count Kirklees
- Carers Wakefield
- Curo Health
- South West Yorkshire Partnership NHS Foundation Trust
They all agreed that they would like to be involved in this project and raise awareness of the issues carers experienced.
Members of the public and partners came together to co-design, deliver this project and to discuss how carers could become more visible within health and care settings. Mid Yorkshire has kindly allowed for the roll out of their pink carer lanyards across the whole of Kirklees and additional lanyard stock was purchased jointly by Locala and Kirklees Council.
The lanyards were successfully launched in Carer's Week 2022 and all GP services, hospitals and health and care settings have received a stock of lanyards to provide to their carers. The carers who were involved in their work would now like to work towards expanding this idea to other localities and eventually, across the West Yorkshire region. Healthwatch and partners will continue to communicate and work towards this goal.
