The work of the Partnership Delivering real health and wellbeing - - PowerPoint PPT Presentation

▶
the work of the partnership
SMART_READER_LITE
LIVE PREVIEW

The work of the Partnership Delivering real health and wellbeing - - PowerPoint PPT Presentation

Dec 20, 2022 14 likes •404 views

The work of the Partnership Delivering real health and wellbeing benefits for our residents and local communities Game changing - best customer service practice Bankable economic benefits for LA/NHS services National importance

slide-1
SLIDE 1

The work of the Partnership

 Delivering real health and wellbeing benefits for our residents and local communities  Game changing -best customer service practice  Bankable economic benefits for LA/NHS services  National importance (massive future potential) Most importantly, ‘we are changing lives

  • n a multitude of levels at a very low cost’
slide-2
SLIDE 2

10 Leisure Centres 5.5 million uses 500 classes a week

slide-3
SLIDE 3

Our Simple but effective strategy

slide-4
SLIDE 4

From up to 85 bariatric

  • perations annually

this is now down to just 15 -20

An example outcome

slide-5
SLIDE 5

Not Ready Committed

slide-6
SLIDE 6

………………………………..and then the magic happens!

This is what we do!

slide-7
SLIDE 7

East Riding Leisure Haltemprice East Riding Leisure Beverley East Riding Leisure Bridlington East Riding Leisure Hornsea £7.1m £1.3m £25m £5m

Haltemprice Leisure Centre new and different challenges

slide-8
SLIDE 8

Reducing reception visits per week

slide-9
SLIDE 9

Our own online booking system

Our own online booking system (whole team approach)

How the partnership uses IT to get closer to the customer

East Riding Leisure Channel Shift Class Bookings

Last 6 months: 86% channel shift 266,597 on line transactions

slide-10
SLIDE 10

We also have 3rd Party Integration Boditrax

Boditrax data

CRM Member No Surname Date of Birth

Boditrax sign up and log in screen ER Leisure log in screen

Card number Surname Date of Birth

Customer Details CRM (NDA)

slide-11
SLIDE 11

Boditrax Analysis Results (Withernsea)

106 patients from trial Majority from GP referral

slide-12
SLIDE 12

Retention period – 18 months

120 k

per year

Up to £220k

per year

Up to £52k

per year Live Well Health Optimisation Health Checks (partners)

FREE

rely on retention

x

200k

per year GP Referral Health Plus

100k

per year

slide-13
SLIDE 13

· Riding High: A community care approach to sustainable healthy lifestyles in the East Riding of Yorkshire. · Live Well in East Riding: The efficacy of a specialist weight management programme. · The challenge of adolescent development in lifestyle change and

  • besity prevention: The Young Live Well programme.

· The experiences and perspectives of Primary Care Personnel involved with patient referral to the East Riding of Yorkshire Council health lifestyle programmes. · Live Well and Prosper: The patient to client perspective of sustained health behaviour change.

International Society for Physical Activity and Health (ISPAH) Congress. (papers being considered)

slide-14
SLIDE 14

Video Clip B

slide-15
SLIDE 15

How the Partnership creates the Customer Journey

slide-16
SLIDE 16
slide-17
SLIDE 17
slide-18
SLIDE 18
slide-19
SLIDE 19
slide-20
SLIDE 20

Access Control

Process Gym Spin Room

slide-21
SLIDE 21

Video Clip A

slide-22
SLIDE 22

Where is my Customer?

1 2 3 3 4 5 6 7 8 9 10

Did your client move along the ruler?

Working with the ruler – personalisation

Sustainable income stream High level customer satisfaction

slide-23
SLIDE 23

Customer retention estimated at minimum of

£200k per year

Our Leisure facilities are an effective place for commissioning CCG /Health and Well Being Board -East Riding Leisure is solidly on their radar.

slide-24
SLIDE 24
slide-25
SLIDE 25

Behavioural change training

  • Open ended questions
  • Affirmations
  • Reflections
  • Summarising

This approach has us 'dance' rather than 'wrestle' with the patient/customer Cultural transformation

slide-26
SLIDE 26

Evidence

slide-27
SLIDE 27

The Top 10 Highest Scoring Organisations

Customer Service Index – July 2016 East Riding Leisure 91.3 First Direct

87.0

Amazon

86.3

John Lewis

86.2 LOVE film 84.8 Specsavers 84.7 Waitrose 84.5 Aldi 83.8 Ocado 83.7 Nationwide 83.6 Iceland 83.5

slide-28
SLIDE 28

Par artner tnership of hip of the Y the Year ear Winner Highly commended Inno nnovation of tion of the Y the Year ear Highly commended

2011, 2012, 2013, 2014, 2015, 2016, 2017
slide-29
SLIDE 29

+£1,025,400

  • £30,400

2009 -2010 2016 -2017

Leisure Service

net operational budget

slide-30
SLIDE 30

2009 -2010 2016 -2017 Leisure Service

Income Generation

£7.1 million £10.8 million

+ £3.7 million

slide-31
SLIDE 31

Let me show you what powers up

  • ur team
slide-32
SLIDE 32

Our learning is ‘locked in’

‘There is a saying in ERL that to work in this team you need to act like a sponge soaking up leaning and knowledge then adapting and changing

  • urselves and the way we do things’

Louise Waite, Senior Business and Commissioning Officer

slide-33
SLIDE 33

“My job is so rewarding and

  • motivating. I have changed so

many people’s lives. The Health agenda work is at such a deep level. As the health agenda work has increased so has our training. It has completely raised the bar on how we support and change lives not only for our patients but our regular customers.”

Jen Green, Live Well Instructor

slide-34
SLIDE 34
slide-35
SLIDE 35
slide-36
SLIDE 36

Future Keep going– our model works!

slide-37
SLIDE 37

Do a lot more

  • f this!
slide-38
SLIDE 38

In short the success of this Partnership work is based on consistently and meticulously placing ‘Health and Wellbeing” at the centre of all Leisure Services business planning

slide-39
SLIDE 39

Video Clip C