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Listen
7 How to evidence the involvement?
This section describes how at each level (service, regional and national) the process of evidencing involvement of service users in the design planning, delivery and evaluation can be done. The process described in this section is recommended by the National Quality Standards Steering Group.
At each level, the decision as to which method or combination of methods is used will rest with the parties involved. The onus will be on that level to demonstrate that their choice is appropriate. The stages below detail a cyclical process. Effective service user involvement requires a commitment to principles of continuous learning and improvement.
The stages involved are:
1. Encouraging service users to give their views and become involved.
2. Listening to the views of services users and recording them anonymously.
3. Demonstrating how these views have influenced the design, planning and delivery and evaluation of services.
4. Providing regular co-ordinated reports on the views expressed and outcomes to services users, other services and commissioners.
5. Reviewing impact of the changes.
6. Informing all involved of the impact of the changes.
7. Disseminate learning regionally and nationally.
It is recommended that each of the seven stages is worked through in turn. For example, if this will be the first time your organisation has tried to establish service user involvement in a structured manner then stage one can be used to find out what methods would be suitable and appropriate for your organisation. The attached chart, in Chapter 6 provides some guidance. Informal discussion with service users in reception areas is a good starting point. Alternatively, if you have the staff and resources you could undertake a survey exercise, an example of how this was done in one area is included in Chapter 8.
Regardless of the method or methods you use it is vital that the comments are considered seriously and that the response to them is recorded and communicated in a timely manner. This needs to be communicated both to those who gave their views and the people who need to hear those views. Is also vital that services explain what impact, if any, those views will have. Successful user involvement is not about making every change requested, it is about meaningful communication. If what is suggested by service users is not possible services should provide a clear, accessible explanation as to why it is not possible. If it is not possible today but work will be undertaken to make it happen in the future then services should ensure this is understood. The key here is about honesty and transparency.
The review process is integral to effective user involvement. If changes are made to how the service is delivered, or how services are planned, designed and evaluated then the impact of these changes needs to be assessed and communicated. This should happen regardless of whether the impact was positive or negative. It is as important to understand why things did work as it is to understand why they did not. Stage 7 is about dissemination and in order for other organisations to be able to try and replicate a successful method or to avoid the unsuccessful a detailed understanding of what happen and how is needed.
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