Meilys Heulfryn Smith is the Programme Lead for Community Health and Social Care Transformation at Gwynedd Council. She describes her experiences working with the Vanguard Method to understand and improve People Centred Systems in Gwynedd.

Meilys demonstrates what ‘understanding’ and ‘improvement’ means:

  • systemically – across several organisations in the public, private, and third sector,
  • outside-in – standing in customers’ shoes. This perspective defines which organisations need to work together and understand what is typically happening, from customers’ point of view, and why, and,
  • systematically – constantly, for all customers and all demand.

Meilys describes that she chose to start understanding and improving in a geographical area, to understand citizens’ demands and design against them.  This approach to understanding and improving performance has many applications in the public, private, and third sectors – across many sectors including telecoms, utilities, health, social care, policing, housing, and more.