1. Welcome to our Members

David Brack (Head of Member Experience) welcomed everyone to the meeting and ran through what we were going to cover off during the session. We had guest speakers who joined us to deliver agenda items.

2. Review of our last meeting

Hayley Gardner (Member Experience Lead) ran through a brief summary of what was discussed at the last meeting including some action points that the Bank Engagement Team took away. 

• We confirmed that hoists are available at our training locations for support with Practical Classroom sessions. 
• We are continuing the work on our website to ensure that all contact details for the local offices are up to date.
• We have designed a new DBS guide that we hope will help assist our Bank Members when completing this compliance. 
• We have updated our DBS emails to support a smoother journey for renewals. 

3. Knowledge Hub/Help & Support Centre

Our Knowledge Hub Content Manager, Nathan Bradley, joined us from the team who have created a new Help and Support Centre on our website. We refer to this as Knowledge Hub. We went through a demo of what this looks like, how it can support our Bank Members in answering any questions they may have and asked for feedback from their experience of using this function. We had some helpful and constructive feedback including:

• Can the text colours be changed? As a visual, this looks quite busy and confusing
• Articles are quite wordy and text heavy – this could be broken down better
• Videos would be really helpful when explaining processes step by step

Nathan will take the feedback away to look at what we can implement based on the feedback. 

4. DBS – Guide and Communications

Nathan Bradley and Anna Gromada , our Vetting Manager, ran through the new guide that has been built to support the DBS journey. This guide was created with more visuals, better flow of actions and a break down explanation of each task. We asked for feedback on this so that we can ensure that it is simpler and easier to follow, Feedback included: - 

• The icons seem disjointed slightly with the flow of the document
• A user video would be helpful that explains the full steps and can be stopped at key points with timing guides on the video for actions

Lily Benson (Member Experience Lead) added to the DBS agenda by showcasing the change in messaging within the DBS letters that are emailed to our Bank Members. The new wording gives a clear instruction and expectation, to encourage a swift response and/or action when completing a DBS. 

Nathan and Anna will consider the feedback and bring the guide along to the next meeting to showcase any improvements/changes. 

5. Single Sign-On

Our Head of Products, Martin Harris, joined the meeting to showcase our new Single Sign On system which is in development.

Martin gave a presentation on the new single sign on feature that is being worked on as part of our transformation. This feature will allow our Bank Members to access all systems required via one access point that we call portals. Martin asked for feedback for how best to communicate this out for ease and seamless transition. Feedback included was: - 

• Full comms with an explanation – maybe a helpful video again to outline what we’re doing why, benefits to bank members and how it works
• Staggered approach to ensure that everyone is captured and given support to make the move to the new system in a timely manner
• The timeframe that the system will keep our Bank Members logged in will be confirmed. It was advised that this would need to be reasonable if completing OMT for example
• Ensuring that Our Bank users with multiple locations assigned are taken into consideration
• The Bank Engagement Team will support Martin and the transformation team with building these communications and the comms plan itself

Martin will join us at the next meeting to provide an update on where we are with this project.

6. Member Experience Survey

Charlotte Pinner (Member Experience Lead) gave a presentation about the Member Experience Survey and the key findings. There are various key themes of satisfaction and dissatisfaction which we are working to improve. The feedback from this was very positive: -

• Block booking – this was very well received and would be a great help to our Bank Members
• Great response regarding the support for career progression 

7. Any other business

Session ended with an ask of our members to contact us if they have any agenda ideas for the next meeting. 

1. Welcome to all our new members

We have had new Bank Members join us this year. David Brack (Head of Member Experience) welcomed them all to the meeting and shared what we hope to work on with the members for this next year ahead. 

2. Institute Of Customer Service (ICS) Survey – Headline findings

We are currently working towards our Institute of Customer Service (ICS) Accreditation and as part of this our Bank Members, Client Trusts and Corporate Staff all complete the ICS National Customer Satisfaction Survey. 

Erica Armfield (Service Excellence Lead) shared a summary of the key findings from Bank Members and discussed our plans to address the main themes of dissatisfaction.  We also discussed what we have already achieved based on the feedback from the last ICS survey and the positive impact this has had both with our internal colleagues and externally to our Bank Members. 

We shared the news of our soon to be launched knowledge hub. This tool will provide all our Bank Members with the answers to as many questions as possible at the click of a button. This in turn will allow our members to limit the need to contact us directly and be able to self-serve where possible with all manner of queries. 

3. National Service Centre – Customer Support Advisor Forum

Hayley Gardner (Member Experience Lead) discussed the work that our National Service Centre colleagues have been doing with all the feedback from our Bank Members. The Customer Support Advisors meet regularly to discuss themes of dissatisfaction that are coming through the National Service Centre and key feedback points that have been raised. They will then look to make improvements, process changes, and discuss any further key areas of change that can be made to support our members. The actions the team have been working on are as follows: - 

• DBS – Looking at how earlier communications from us will help our members to have their DBS actioned in time so that no restrictions are put in place.
• Online Mandatory Training – Supporting the background reporting which has meant that our Bank Members no longer need to let us know that they have completed their online training. This is all done in the background and an email is generated when their records have been updated.
• Practical Mandatory Training – We have now introduced a self-service portal where our members can book themselves for a classroom practical session. 

4. The voice of our Member Advisors  

We gave our Member Advisors the opportunity to bring to us any feedback/issues from them, their colleagues and peers and we discussed this a group. The areas of discussion were: - 

• DBS – We are looking at how we can communicate better with our Bank Members around the time this will take. We are also looking at how we can ensure that all our members are informed of how the DBS process works and that we explain it clearly to allow for a better and smoother experience. 
• Practical Mandatory Training – We discussed the content of these training sessions, and we will feed this back to our NHS Professionals Academy team who can investigate further. 
• Experience on shift – We shared examples of occurrences while on shift and gathered some great feedback that we will be able to share with our local teams and recruitment teams. 

1. Update on Member Engagement Activities

At each Member Advisory group meeting we share an overview of the member engagement activities that we’ve been working on over the last quarter:

• NHS Professionals Staff Survey
• Review of the NHS Professionals webinar series
• Engaging with inactive members

2. Customer Support Advisor Forum Introduction

NHS Professionals shared the outcome of the first two Customer Support Advisor Forum meetings which were set up to help NHS Professionals’ National Service Centre deliver excellent customer service to our Bank Members. Key achievements to date include: 

• Fix for ongoing “time-out” bug for key system (Staff:Bank) which was leading to long waiting times for Bank Members calling into National Service Centre.
• Information & FAQs about Agenda For Change pay increase shared with Bank Members.

3. NHSP Academy – Improving our Training Offer (MaST and OSCE)

NHS Professionals' Academy is our education and training division. Colleagues shared updates about our new and improved courses which can now be delivered in a range of ways including:

• Face-to-face (either in-house or off-site)
• Virtual delivery (using a virtual learning environment
• Digital courses and programmes
• Online coaching
• Course materials tailored to meet the needs of organisations

4. Holiday Booking System User Experience Update

NHS Professionals demonstrated proposed changes to Holiday Booking System for feedback. Improvements include:

• Web Page Navigation re-housed to be clear and visible on the page at all times.
• Information about how to complete a holiday request added.
• Confirmation of holiday booking pop up added.
• Information about holiday accruals for each shift added.

5. Improvements to Timesheet Approval Process

An ongoing pain-point for Bank Members is in relation to delays with Trust staff approving timesheets. NHSP fed back that this issue is being investigated to see whether new processes/technology can improve this issue. In the meantime, Bank Members were advised to contact Trust Services for support with timesheet approvals.

6. Member Promise Week Overview

NHS Professionals shared information about an internal campaign that was run from 23rd to 27th January for NHSP corporate staff.

The “Member Promise Week” is an annual event that aims to highlight the importance of welcoming, supporting and celebrating our Bank Members. The week celebrated ways that teams have improved their service to welcome, support and celebrate our Bank Members and a competition was run to identify individuals that deliver on our member promise.

1. Update on Member Engagement Activities

At each Member Advisory group meeting we share an overview of the member engagement activities  that we’ve been working on over the last quarter:

• Member Inductions
• Campaigns (Bank Member Appreciation Week)
• Advance notice to complete training and renew professional registration
• Member surveys (Institute of Customer Service’s Satisfaction Survey)
• NHS Staff Survey 
• Simplifying member communications
• Introduction of the NHSP member webinar series
• Engaging with inactive members

2. Institute Of Customer Service (ICS) Survey – Headline findings

We are currently working towards our Institute of Customer Service (ICS) Accreditation and as part of this our Bank Members, Client Trusts and Corporate Staff all complete the ICS National Customer Satisfaction Survey. 

We shared a summary of the key findings from bank members and discussed our plans to address the main themes of dissatisfaction.  

3. NHSP Academy – Improving our Training Offer

At our meeting in June 2022, we introduced the improvements we are making to our education and training offer for members through our new NHSP Academy.

We gathered useful feedback from the member advisory group on the  Mandatory & Statutory Training they currently receive to help us to continue to develop and improve the training.

4. Improving Bank Member Inductions 

We shared the work we have been doing on a pilot to improve the induction and ward orientation process for bank members. This includes a useful checklist for members so they know exactly what to do when working on a new ward for the first time.

1.      Update on Member Engagement Activities

NHSP shared an overview of the member engagement activities which had taken place during the previous quarter including:

• Monthly Member E-Bulletin (Digest)
• Campaigns (summer recruitment campaign and Pride Month)
• Introduction of communications providing advance notice to complete training and renew professional registration
• Member surveys (Institute of Customer Service’s Satisfaction Survey)
• Monitoring, reporting on and actioning online workplace reviews
• Simplifying member communications
• Introduction of the NHSP member webinar series
• Engaging with inactive members

2.      Member Webinars

At the last Member Advisory Group in March 2022, NHSP asked members for their suggestions for future webinars which would help support members with their career and wellbeing. We have been working in the background to see how we can make these happen.

Since March 2022, five webinars have been delivered, attended by 583 members. The webinars appear to be landing well, with attendees providing an overall satisfaction rating of “Excellent”.

3.      Improving Member’s Onboarding Experience

NSHP shared improvements to prospective member’s joining experience. An Onboarding Hub has been developed which contains all the information and guidance needed to become a member of the NHSP Bank in one place and clear instructions for each part of the joining journey.

Find out more information at the NHSP Bank Onboarding Hub.

4.      NHSP Academy: Practical Training Improvements

NHSP shared an overview of the improvements being made to practical training and mandatory and statutory training via the NHSP Academy - NHSP’s new education and training division. 

Our goal for the first Bank Member Advisory Group was to welcome our members, outline the purpose of the groups and get feedback on key agenda items.

A summary of what was discussed is below:

Introduction to NHSPs future approach to engaging with bank members

We want our members to feel informed, supported and valued and have developed a new approach to engaging with our members (the member engagement framework). We introduced our Advisory Group members to the framework which includes:

• Monthly member engagement communications
• Bank Member Advisory Groups
• Member Surveys
• Member webinar series
• Engagement with workers no longer booking shifts

Member Webinars

We have launched a new series of webinars for Bank Members in 2022 to 2023, focussed on Health & Wellbeing and Education & Training. Our aim is for these webinars to offer our members access to exclusive content covering a range of topics to support with Continued Professional Development and personal growth.

We asked our Advisory Group members for ideas for future webinars that will help support them with their career and wellbeing. Have you got a webinar idea you’d like to share? We would like to hear your suggestions for future sessions.

Bank Member Case Studies

We invited members of our Advisory Groups, colleagues, and wider networks to be the focus of Bank Member case studies.

We plan to bring our Bank Member’s stories to life and share the real-life benefits of being a bank member with NHS Professionals. By sharing members stories we hope to grow the bank and support our NHS. We also want to hear about our Member’s lived experiences in relation to equality, diversity and inclusion challenges to help bring these issues to light.

Watch this space for updates on our Bank Member Advisory Group Case Studies!