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Getting started
 | consider whether you should be producing a joint charter with closely related providers |
| get support from ministers and senior management |
| decide who will lead the work, what resources they will need, and how long it will take |
| identify your users and others with an interest, and decide how best to consult them |
| announce your intention to produce/ review your charter |
| collect information on what aspects of your service matter most to users |
Consulting and involving people
| consult widely, involving people from around the country and different ethnic and social backgrounds |
| talk to front-line staff and other people in your organisation |
| involve other service providers to find out how they are meeting people's needs, to benchmark your service, and to see whether you could work more effectively together for the benefit of users |
| allow plenty of time |
| tell people what they can and cannot influence |
| give feedback |
Charter content
| focus on issues of importance to users |
| make your service standards specific, measurable, realistic and challenging. Cover the key parts of your service |
| explain what will happen if you do not meet your standards |
| set out your complaints procedure, including any arrangements for independent review, and say what remedies are available |
| tell people you welcome complaints and comments, and act on them |
| explain how users can help you |
| briefly describe the services your organisation provides. Make sure users know which of these the charter covers |
| tell people how they can contact you |
| include a publication date, and state when and how you will review your charter |
Format and design
| make your charter short and punchy |
| use plain language |
| establish whether there is a demand for versions in minority languages and formats |
| do not over-design, or make your charter too glossy |
Publicity and distribution
| decide how many copies should be printed, and how it will be launched and publicised. Draw up a circulation list |
| tell your staff about the launch and what it means for them |
| consider when would be the best time to launch the charter |
| ensure that your charter is easily accessible to users, and that they know how to get copies. Place a copy on the Internet |
Monitoring and review
| have systems in place to monitor performance against charter standards |
| review performance regularly and take action when necessary |
| regularly publish information on how your organisation is performing |
| review your charter on a regular basis |
Overall
| does your charter follow the framework set out in this guide? |
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