London Borough of Merton London

Adult Social Care Commissioning, Access and Assessment Performance Improvement Programme 2013

Project Description

The  Adult Social Care Commissioning,  Access and Assessment Teams Performance Improvement programme was designed to help managers and their   teams  to prepare for the  ‘culture change’ required to move from the current way of operating to achieve the aspirations identified in the Adult Social Care Transformational Delivery Plan.  The programme focused on the learning and development of the new competencies  to  improve  overall effectiveness and  performance to successfully achieve individual and team  objectives of  the Adult Social Care Transformation programme.

The tools and techniques used included: StrengthsFinder,  Trait Emotional Intelligence, coaching,  master classes.  The coaching enabled individual team members to identify and address  their individual learning and development needs. Ten managers participated in coaching and

The results include a new brand for the Commissioning Team based on the collective values and norms;  increased confidence amongst individuals and the team, effective team work with internal and external stakeholders.

“When Maureen first came by at the request of ‘Head Commissioning’ here at Merton Council, I found certain questions going through my mind and wondered what would be the impact?

My first impression of Maureen when she first introduced herself was someone who imposed ‘Professionalism, Profile and Personality’ that demonstrated drive and enthusiasm to those she came into contact. Motivation and inspiration I thought is never negative and is often a catalyst to achievement and attainment. My first impression I perceived of Maureen was ‘energy and excitement’ to impart to the Team. A passion to ensure we understood how best to harness individual strengths whilst supporting each other in a Team environment. Ensuring always along the way we were maximising combing performance and productivity to equal success.

I summarise, not only has Maureen left me with ‘food for thought’ but challenged my concept of approach and attitude towards work- particularly in a team office environment. Maureen you have brushed away my reservations I honestly had and rejuvenated my view about age, proving it is not and need not be a barrier to aims and aspirations if one can accentuate the positive.

Maureen I salute you and wish you well as you continue to make a difference to others who desire to succeed!”

Colin Fagan, Reimbursement, Adult Social Care Commissioning Team


“ I am writing to say thank you for all of the help, support and guidance that you have given me over the past few months in your coaching role. As you will recall when we first met, I  had no confidence at all and could not see a way forward.

During our sessions you facilitated and enabled me to look at things differently, to change the perspective, to explore my own reactions, thoughts, experiences and to look at the bigger picture, potential outcomes, alongside my own strengths, weaknesses, needs, wishes and mistakes.

The process of coaching was on occasions difficult, where self-reflection highlighted personality traits that were perhaps not as fruitful as I had led myself to believe and I didn’t always feel comfortable with what you had to say.  However, it was a huge reality check and learning curve that has made me far more self aware in terms of my own standards, values, strengths, limitations, and weaknesses.  In addition, I am now very aware of the influential factors external to myself such as other people’s social and political agenda’s, which I was allowing to influence my thinking, decision-making and actions often at my own detriment.

I feel possibly for the first time in my life that I control what does and doesn’t happen to me.  My confidence has increased dramatically and I have resumed responsibilities that I had stopped previously due to feelings of inadequacy and fear of making mistakes.  Now I have reached this point in my life, I am happy in myself, work and home life and feel that I can achieve anything I set my mind to and should I make mistakes on the way, so be it.  I will never return to where I was when we met.”

Sarah Wells, Service Manager, Access and Assessment Team