Académique Documents
Professionnel Documents
Culture Documents
customer care
Trish Hafford-Letchfield
Figure 4.1
The service user
involvement continuum
Representatives
on advisory, planning
or committees
user surveys,
focus groups
or consultation
meetings
Information
Service users and
carers
Delegated Control
Partnership
Joint
Training
programmes
Consultation
Communities
Clarity about the aims and scope for participation (Carr, 2004);
Make resources available and consult on the process;
Ensure the process is accessible and responds to the perspectives,
priorities and needs of those participating (Hasler, 2003);
Be aware of power dynamics and clarity on extent and potential of
decision-making power;
Value knowledge and expertise of those using services;
Put frameworks in place to monitor and evaluate the process and
outcomes of service user participation;
Involve and train staff on the expectations and principles (Carr,
2004);
Make space for the expression of emotion and feeling that can arise
in the process (Beresford, 2004).
Complaints procedure
Stage one Seek a local resolution;
Stage two Assess eligibility for and conduct an
independent review;
Stage three Review by the Local Government
or Parliamentary Ombudsman.
All stages should result in a decision in writing to
the complainant and access to advocacy and
support. Strict timescales should be adhered to.
Advocacy
Advocacy is a feature of user-led
organisations;
Is an essential requirement and skill in
promoting user participation;
Is becoming a common feature of
legislation and policy in social care;
Can be provided by social workers
themselves.
Summary
Service user involvement presents a challenge to
social care organisations in achieving it;
Service users/carers are key partners for support in
helping to resolve problems and improve services;
Organisational strategies and cultures can help
ensure service user involvement is implemented,
monitored and evaluated;
Customer care is one way in which service users
rights are respected;
Advocacy is important to ensure service user
involvement.
References
Beresford, P (2004) Madness, distress, research and a social model, in
Barnes, C, Mercer, G (eds) Implementing the social model of
disability: theory and research. Leeds: The Disability Press.
Carr, S (2004) Has service user participation made a difference to
social care services?, Position Paper no 3, published by Social
Care Institute for Excellence, March 2004, www.scie.org.uk
Department of Health (2004) Learning from complaints: consultation on
changes to the social services complaints procedure for adults.
October 2004, obtainable from www.doh.gov.uk
Hasler, F (2003) Users at the heart: User participation in the
governance and operation of social care regulatory bodies.
published by the Social Care Institute for Excellence, Report no 5,
November 2003, available from www.scie.org.uk