Crisis Toolkit support
The support materials listed below may be helpful in supporting services to involve service users, carers and those from a diverse community. In addition, materials have been included which may be useful in supporting practice improvement. Please email robert with any additional materials you feel might be of use.
UDSET
The User Defined Service Evaluation Toolkit (UDSET) has been developed to improve practice through application of user and carer defined outcomes tools, and to capture the outcomes important to users and carers in the context of community care in Scotland. Outcomes in this context are understood as the goals that users and unpaid carers want to achieve in partnership with services. The UDSET builds on previous research done at York University (Qureshi, 2001) and Glasgow University (Petch et al, 2007). The UDSET contains two sets of tools for users and carers, consisting of evaluation and review forms, based on the outcomes frameworks below. Ongoing work is focusing on extending outcomes to assessment and care planning. The existing research identifies that, as well as improving outcomes for individuals and supporting more relevant interventions, this approach can capture valuable data for planning and developing services.
The EQUIA
The Equality and Diversity Impact Assessment Toolkit (EQIA) is a strategic document for both the SEHD and NHSScotland intended to support consideration of equality and diversity issues in the design, development and delivery of policies and services across NHSScotland. Equality and Diversity Impact Assessment is a strategic process and it needs to be considered when planning a new, or redesigning an existing, policy, function or service.
Nominal Group Technique
Nominal Group Technique was devised in 1968 by Delbecq and Van de Ven, as a way of enabling groups to generate ideas and reach consensus on issues. The group has a set five stage structured process, which takes participants through a process, which allows all participants to engage as equals and prevents individuals dominating. This technique can be useful in avoiding some of the challenging aspects of the group dynamics of a focus group and can be helpful in mixed groups where hierarchies or status may be an issue.
Running a focus group
This brief resource has been prepared as part of the process of developing this resource and is aimed at providing a brief description of the strengths and weakness of focus groups and a guide to running a group discussion. This resource is aimed at providing an initial starting point for crisis services who may wish to use this format for working across disciplines or sectors or as a way of involving groups of service user or carers in service planning or development.
VoX user involvement guidance
Voices of Experience have produced a guidance document, aimed at supporting service to involve service users in a meaningful way. The full guidance can be copied and used wherever it is most helpful This document is not to be seen as definitive guidance, but a collection of the views of many Scottish mental health service users and people with a lived experience of mental health problems. VOX have developed this document to illustrate some of the considerations and requirements which should be taken into account if effective service user involvement is both to become more widespread, and if it is to achieve the desired outcomes for all those invited to participate.
Scottish Best Practice Guidance- Social Work Services for Deaf, deafened, hard of hearing and deafblind people
This is a useful document, aimed at service users, their families and staff from the statutory or independent sector who commission, manage or provide social care. Published by the Multi-Agency Task Force, which included: The Highland Council, Deafblind Scotland, Sense Scotland, RNID, BDA and SCoD.
VOICE
VOiCE is a database planning and recording tool designed to assist individuals and organisations to design and deliver effective community engagement. VOiCE has been developed using funding from the Scottish Government as part of the third year of support for the National Standards for Community Engagement. This tool may be helpful in supporting engagement with local communities in planning and developing crisis services.
Breathing Space- call review
This approach is an integral part of Breathing Space/NHS 24 quality assurance, and professional development procedures. The aim of call review is to monitor performance and where necessary work to improve the care experience for callers. Call review also aims to support advisors through providing a safe space to talk about issues that arise from difficult calls.
Breathing Space call review should allow the advisor and an observer to reflect on how effective a particular call was. Call review should therefore allow an opportunity to reflect upon personal strengths and needs. In doing so call review should both recognise effective performance and facilitate appropriate learning/development required in order to enhance performance and improve the care experience for the caller.
But what do we mean by outcomes?
It is a measure of change, the difference from one point in time (usually before an intervention) to another point in time (usually following an intervention) (Kendall, 1997)
A measure should be reliable, valid, and responsive to the clinical change that occurs over time. This is an attempt to closely define subjective information in a robust manner:
- Reliability is how uniformly the test can be repeated when administered on more than one occasion or by more than one rater.
- Validity is the extent to which the measure measures what it intends to measure, (Cole et al, 1994), that is, is it asking the right questions?
- Responsiveness is the ability of the measure to detect true change in patients' status over time (Binkley, 1999), that is, is it sensitive to the subtle changes patients make?