Appendix B – Methodology
The purpose of a Best Value inspection is to make two judgements:
- how good is the service being inspected?
- how likely is it to improve?
We carried out a range of activities to enable us to reach our judgements.
Review and analysis of documentation
Before going on site we reviewed a range of documents which Boston provided in advance for us. These included:
- the BVPP
- the BVR
- the action plan, and
- further information provided by Boston as part of BFI Best Value standard data set.
Reality checks undertaken
While on site we carried out a number of different checks, building on the work described above to get a full picture of how good the service is. These on-site reality checks were designed to gather evidence about what it is like to use the service and how well it works on the ground. We also followed up on issues relating to the management of the review and the improvements coming out from it. Our reality checks included:
- observations at the main reception
- a customer survey at the main reception
- documentation checks of claim forms and performance reports.