Service User Contribution to Secure Service User Contribution to Secure Service Quality ImprovementService Quality Improvement

Sarah Markham and Roger SharpService User Experts

Overview

What does service user involvement mean in the

Quality Network, to date?

The Service User Expert Team

•At the start of Cycle 8, 13 SUEs working for the network

•How did we find out about the role?•Staff at service recommended applying•From an existing SUE visiting service•Quality Network member of staff•Seeking out role with Quality Network

Cycle 2 2007/08

Cycle 3 2008/09

Cycle 4 2009/10

Cycle 52010/11

Cycle 62011/12

Cycle 72012/13

Cycle 82013/14

No. Of SUE’s

3 SU Experts

2 SU Experts

4 SU Experts

6 SU Experts

9 SU Experts

12 SU Experts

13 SU Experts

SU Tele Conf.

- 83% 94% 97% 100% 97% 91%

Peer-reviews

- 13% 23% 30% 43% 77% 82%

Involvement in the QN• Recruitment

o Job description and personal specification - applicants are shortlisted on this basis

o Interview with Quality Network Team and the Advisory Group Service User Advisor

• Inductiono Formal induction session with all of the newly

recruited and existing SUEo Training on all aspects of the job role

• Supporto Project Link Persono Annual Contingency Planningo Quarterly peer-support meetingso Annual feedback and work review meeting

Roles and Responsibilities of Service User Experts

•Service User Telephone Conferenceo SUTCs form a vital part of the Self-Review stageo Service User to Service Usero Each service user expert has a script and a list

of questions specific to the service

•Peer-review Visitso Approximately one per month or roughly 3-10

per cycleo Now able to attend each day of the reviewo Integral part of the Peer-Review Teamo Chair service user meeting

Roles and Responsibilities of Service User Experts

•Advisory Group Representationo Two representatives to provide input and

feedback from SUE and review experiences

•Presenting at Eventso Workshops are held to focus on areas of

challenge from the previous yearo Annual Forums

•Newsletter Contributions

•Consulting on standards development

Developments for the future

• Consultancy for Service User Involvement:oReviewing the purpose and role of service user experts in the context of the QNFMHSoProviding a full specification of training needs of project team and SUE teamoReporting back to the Network at the end of March and presenting the findings at the Annual Forums

•Providing extended training; for example, group facilitation

How can we involve service users at member services?

How the QN involve service users at member sites

•Engagement within the peer-review processo Encourage services to work with patients when

filling out the service user meeting section of the self-review workbook

o SUTCs provides peer-review team with patient opinions prior to the day

o Encourage patient guides on the peer-review dayso Meeting with service users

•Newsletters and Eventso Regular patient contributions from member

serviceso Attending workshops or Annual Forumso Submitting artwork for use on reports

How units could involve service users in the process

•Member services supporting the networko Designating a patient for calls and is

available at the scheduled timeo Giving patients the questions beforehando Ensuring that staff and patients know in

advance that the process is not an inspection

o Filling in information for all of the standards in the self-review workbook

• Ensuring that involvement is meaningful and not tokenistic

Why should service users be involved?

The Benefits of Being Involved

• Sharing and gaining experiences while on review visits• Feeling valued – staff seek your opinion, part of the team • Learn something new from each review• Supported in role by SU training• Social inclusion• Gives you a real experience of work and as part of team• Great way to get on a pathway to recovery• Gives you confidence leading meetings and interviewing

staff• Gain life skills• Great opportunity for paid employment and use

experiences

For the Service Users:

The Benefits of Being Involved

• SU involvement has provides a global experience and provides a unique view point

• Feedback from people who have a good idea of what can work and what can’t

• In SU meeting and the telephone conference, there is a lot of value for patients in speaking to somebody who was once in their position

For the Member Units and other services:

What should SU involvement mean in the future?

• SU involvement should mean involving users in every aspectof the service being provided to them

• SU involvement is a marker of a patient centred approach

• Reviews have shown that involvement in the CPA process and care planning is increasing

• It should occur on a number of levels: individual care, community/ward level, service level and in wider structures

• An opportunity to give something back and provides services with a different perspective to use for improvement

• The real question is:

‘Why shouldn’t service users be involved?’

In Summary...

In terms of the Quality Network, it is committed to involving service users at every

level of the project and are currently reviewing the work with the aim to further

develop and improve involvement.

The Team also welcomes any ideas on how we can engage member services in

supporting their own service users further.

Any Questions?