« Previous | Contents | Next »
Listen
Chapter Three Process Evaluation
3.1 Process evaluation focused on the following three aspects of Incite's service delivery:
- identifying, recruiting and retaining service users
- interagency working
- responding to service user need
3.2 This chapter summarises the results of a series of interviews conducted with Incite staff, service providers and service users.
Staff interviews
3.3 Interviews were designed to investigate and compare staff perceptions and expectations against actual project activity. Three members of staff were interviewed at 3 points during the evaluation project, each 3 to 4 months apart.
Main findings
Identifying, recruiting and retaining clients
3.4 The Drugs Action helpline had acted as a useful link into the Incite service.
3.5 Text messaging had proved an extremely successful method of communicating with service users. It offered support and reminders about appointments.
3.6 Extended opening hours to target individuals in employment, and a carefully designed programme of complementary therapies (auricular acupuncture and Qi Gong) were integral to Incite's ability to attract, engage with and retain clients. Clients were able to be involved with the service for as long as they felt necessary receiving whatever interventions they, and staff, thought would be beneficial. No cut-off point was mentioned with regards time connected to the service. There had not been any waiting lists for the service.
3.7 Overall, Incite staff felt that client interventions had worked well and that the original objectives surrounding provision of a unique service for psychostimulant drug users had been met.
Interagency working
3.8 Referrals to the Incite service had been made as flexible and informal as possible. Referrals from Incite to other agencies were low in number, but took place when need arose.
3.9 Initial publicity had been widespread at the early stages of the project, with Incite promoted through other agencies, service leaflets, service flyers, clubs and pubs, Drugs Action and student health fairs. Activity had since tailed off. Staff recognised the need to maintain visibility of the project.
3.10 Incite staff had given a number of training sessions to other service providers but demand had been less than expected, attributed to staffing and recruitment issues in the other services .
3.11 Staff felt their own personal training needs had been addressed well.
Design and delivery of Incite
3.12 An initial needs assessment was conducted in Aberdeen in the first 6 months of the project to help inform the type of service Incite needed to be. The findings of this assessment indicated that a separate service (as opposed to a psychostimulant service 'embedded' within a generic service) would be preferable. The decision to base the project with Drugs Action was based on the agency's history and track record with stimulant drug users and the fact that it was a street level/non-statutory service.
3.13 Staff had developed a service which offered a flexible approach to individual clients, tailored to their needs. This includes the offer of immediate appointments, extended opening hours and a number of complementary therapies.
3.14 Sharing space with Drugs Action had meant that Incite could not be as distinct or flexible as originally intended.
3.15 Low staffing levels had meant that staff spent most of their time performing daily client casework, which was seen as 'done very well'. There had been little opportunity or time to develop other activities, such as promotion, outreach work, training and service developmental work.
3.16 Staff confidence in dealing with service users had grown, particularly when dealing with the complex issues of mental health.
Service provider interviews
3.17 Service providers were asked for their views on how Incite was dealing with client needs and the level of interaction they were receiving from Incite to meet the service needs indicated by the initial needs assessment. Participants were recruited from 8 statutory and 8 voluntary services across Aberdeen City and Aberdeenshire who potentially had contact with psychostimulant drug users. Sixteen providers were interviewed at Time 1 and 9 at Time 2, with approximately 6 months elapsing between interviews.
Main findings
General knowledge/awareness of Incite
3.18 Although participants were aware of Drugs Action and most were aware of Incite, mainly through conferences and training days, there had been no significant increase in knowledge about the project between the two interview time points.
Interagency working
3.19 Approximately half the service providers interviewed had referred people to Incite (or Drugs Action) or would if the need arose.
3.20 The referral process was viewed as straightforward and easy.
3.21 Interagency working was thought to be important and participants expected that Incite would take a flexible approach and be open to co-working.
Training
3.22 The majority of service providers were open to the idea of psychostimulant drug training from Incite or another training body such as STRADA.
3.23 Issues raised included the cost of courses and lack of confidence in Incite's experience and ability to deliver the type of training required.
Identifying, recruiting and retaining service users
3.24 Most participants commented favourably on Incite's flexibility, which allowed service users to 'dip in and out'.
3.25 Several who had regular contact with the Incite service were impressed with the range of services on offer and the openness, knowledge and helpfulness of the staff.
Design and delivery of Incite
3.26 Most service providers commented on the innovative nature of Incite's work, citing the alternative therapies offered, advocacy and outreach work.
3.27 Several participants felt that the Incite service could be more effectively promoted, through better publicity circulated both to service users and to the other agencies. The medical sector, especially GPs, should be given more information about the project.
Service user interviews
3.28 Service user interviews were designed to gather opinions on the services provided by Incite, to give a chance to note the positive and negative aspects of the service offered, suggest improvements and provide further information about the process. Nine current and 1 ex-service user were interviewed at Time 1. Six of the current users completed the follow-up interview at Time 2.
Main findings
Identifying, recruiting and retaining service users
3.29 Most participants had made contact with the Incite service by telephone, sourcing the number on flyers, the Drugs Action helpline, the telephone book or from someone they knew.
Incite's central location was appreciated. All participants took less than 30 minute to reach the premises. The co-location with a number of Drugs Action services had not proved an issue.
3.30 Some participants found the weekday daytime opening hours inconvenient. Weekend and evening opening and extension of the acupuncture sessions were suggested as positive additions to the service.
Design and delivery of services
3.31 The majority of respondents were in contact with the service on a weekly basis. Some had experienced periods of 'time-out' but did not view this as breaking contact. They viewed Incite's open-door policy as a positive benefit.
3.32 The use of text messages were felt to be a helpful, non-pressurised form of communication. They enabled service users to keep in touch remotely with their designated worker and acted as appointment reminders.
3.33 Most participants felt the service provided had exceeded their expectations and expressed satisfaction with the range of services on offer.
3.34 Initial appointments had been provided on the day of contact or the next day. Service users were comfortable with the friendly and informal assessment process - 'more like a conversation than a question and answer session.'
3.35 Acupuncture sessions were singled out as being particularly helpful in inducing feelings of calmness and relaxation.
Staff/service user relationships
3.36 Service users appreciated the relaxed atmosphere provided by staff and the building set-up, which afforded them privacy.
3.37 They were satisfied with the staff approach and felt that they were treated as equals. They found staff to be supportive, non-judgemental, approachable and trustworthy.
« Previous | Contents | Next »