Challenge Questions

How good is our delivery of key processes?

QI 5.1 Delivering of services

• How do we ensure our services are consistently delivered to a high standard, within agreed timescales and budgets? What is the evidence we are successful in this?

• How do know the services we deliver are what the people or organisations we work with need? How quickly and effectively do we adapt service delivery in response to changing or emerging needs?

• How detailed are our service delivery agreements? How robust are we in ensuring quality improvement measures relating to service delivery are acted upon?

• How well do we plan the services we deliver? How often do we sit down with the people we work with and review progress against agreed targets?

• How much value do we place on feedback from the people we work with and other stakeholders? How well do we use this information to improve the services we deliver?

QI 5.3 Inclusion, equality and fairness

• How good are we at ensuring inclusion? How do we know?• How effective are we in identifying and removing barriers to access and participation?

How effectively do we recognise and take into account identity and lived experience of barriers to participation?

• Do we know who uses our services and who doesn’t? How effectively do we monitor and address any issues in participation taking into account social, cultural and economic differences and using all the protected characteristics? How effectively do we target our work to reach those intended? How do we know?

• How well do we challenge prejudice? How well do we work to eradicate discrimination? How well do we foster good relations? How do we know?

• How well do we promote and value fairness, equality and diversity? How do we know?• Do our strategic, business and operational plans ensure fairness and equality is part of

all aspects of our work?• How well do we welcome and celebrate diversity? How do we know?• How well do we meet our legal obligations about eradicating discrimination, advancing

equality of opportunity and fostering good relations. (see hyperlink to EHRC in appendix 2)