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DEVELOPMENT OF TOOLS TO MEASURE SERVICE USER AND CARER SATISFACTION WITH SINGLE SHARED ASSESSMENT
Measuring service users' and carers' satisfaction with the Single Shared Assessment
The Toolkit
May 2004
Measuring Service Users' and Carers' satisfaction with the Single Shared Assessment and its outcomes
Introduction to the Toolkit
Infusion Co-operative was commissioned by the Scottish Executive to develop measures of user and carer satisfaction with Single Shared Assessments and their outcomes. Work began in August 2003 and a final report to the Executive is due in May 2004.
The Toolkit is for use in evaluating and monitoring the Single Shared Assessment (SSA) and is specifically for gathering the views and experiences of service users who have had a Single Shared Assessment, and of their carers.
It provides a set of methods for determining satisfaction with the SSA, based on people's own perceptions of their needs and experiences. It has been designed for multicultural use and assumes the involvement of all service users and carers, whatever their communication, cognitive or other support requirements.
The methods were developed through a process of collaborative work with service users and carers and consultation with health, social care and voluntary sector practitioners. The development process was informed throughout by relevant research and literature. An Advisory Group with a wide spectrum of relevant expertise provided oversight and guidance.
The Toolkit will be one part of the overall evaluation/monitoring framework for Single Shared Assessments.
The contents of the Toolkit are listed below, with brief explanations.
1. A Person Centred Toolkit
Information about a person centred approach and its application in the Toolkit.
2. The Methods
Definitions of key terms, descriptions of the four evaluation methods, self administered questionnaire, interview, guided discussion and carers' questionnaire and information about application and formats.
3. Service users' guidelines for assessors
Good practice guidelines developed by service users who contributed to this Toolkit.
4. Carers' guidelines for assessors
Good practice guidelines developed by carers who contributed to this Toolkit.
5. Guidance on consent
Background information about the Adults with Incapacity Act; guidance regarding consent with the evaluation methods
6. Consent Forms
7. Information leaflet for service users and carers
8. Leaflet - insert page for carers
9. Questionnaire/Interview schedule
10. Guided Discussion guidance and schedule
11. Carers' questionnaire
12. Confidentiality and serious concerns pro forma
13 Sources and Resources - Communication and accessibilit
y
Tips, guidance, examples and contact details
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