Transcript audit of internal communication

Auditing the Netherlands Health Care
Inspectorate
Winnie Sorgdrager,
chairman of the auditing committee
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Mandate Inspectorate
Promotion of public health through effective enforcement of the
quality of health services, prevention measures and medical
products.
 552 employees at the inspectorate
 40.000 health care institutes (locations and companies) and
thousands of independently working professionals
 Over 3000 inspection visits and over 3000 reports are issues
each year
 Budget inspectorate: >60 MLN.
 Supervision is also performed in the Dutch Caribbean islands
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Winnie Sorgdrager | 16-04-2015 | EPSO conference
Governance of healthcare
 Health care institutes
 Inspectorate
 Politics (Minister and parliament)
 Insurance companies
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Winnie Sorgdrager | 16-04-2015 | EPSO conference
Supervision procedures
 Risk-based (indicators) supervision
 Incident-based supervision (notifications by citizens/patients)
 Thematic supervision
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Winnie Sorgdrager | 16-04-2015 | EPSO conference
Inspectorate in troubled water
 Signals from the Ombudsman
 Media attention about disfunctioning of inspectorate
 Debate in the parliament
 From the year 2000 different inquiries from the Ombudsman
about the inspectorate with many recommandations.
 2 Inquiry reports from ‘Sorgdrager’ and ‘van der Steenhoven’.
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Winine Sorgdrager | 16-04-2015 | EPSO conference
Audit committee
 Appointed by the Minister
 For three years
 Starting in 2014
 Independent audit (on the progress of improvement)
 Members of the committee
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What was being audited at the inspectorate?
Plan for improvement of performance of inspectorate for the years
2013-2015, with a view on following years.
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Winnie Sorgdrager | 16-04-2015 | EPSO conference
How took the audit place?
Principal themes for the coming three years to audit:
 Internal governance
 Professionalism
 Notification process
 Internal and external communication
 Effectiveness of supervision by the inspectorate
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Winnie Sorgdrager | 16-04-2015 | EPSO conference
The auditing process
 Background: documents on internal procedures
 Attending meetings
 Interviews with +/- 40 employees of the inspectorate
 Presentations about workprocesses by the inspectorate
 Attending inspections by the inspectorate
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Winnie Sorgdrager | 16-04-2015 | EPSO conference
The first results
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Winnie Sorgdrager | 16-04-2015 | EPSO conference
Internal governance
Necessary improvement is a major task
 Possitive attitude of employees of the inspectorate
 Many projects, prioritising is necessary
 Role of the managers
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Winnie Sorgdrager | 16-04-2015 | EPSO conference
Professionalism
 Sense of urgency is clear, but difficult to materialize
 Dedicated employees
 Change is difficult
 Inspectorate wants to be a learning institute
 Autonomy versus need for leadership
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Incident-based supervision
 IT needs improvement
 Improvement notification process
 Lead times substantially shortened
 Centralised handling of notifications
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Winnie Sorgdrager | 16-04-2015 | EPSO conference
Communication
 Need for corporate story
 Improvement of internal communication
 More proactive communication with stakeholders in case of
serious crisis.
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Winnie Sorgdrager | 16-04-2015 | EPSO conference
Effectiveness of supervision
 Basic processes and procedures
 Development of risk-based supervision
 Start with dashboards of the health care institutes
 Debate about supervision strategy
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 11 recommendations for the year 2014
 Monitoring implementation by the committee
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Winnie Sorgdrager | 16-04-2015 | EPSO conference