Changing social care: an inclusive approach
People who use services driving culture change: How are you doing?
Work in partnership
- What are you doing to listen to and value the contribution service users make to the delivery of better services?
- How do you know users of services feel heard?
- What systems do you have in place to ensure managers promote service user driven cultural change? How do you know these systems are effective?
- How can you involve service users with a whole systems approach?
- What steps have you taken as an organisation to work in partnership with people who use services?
Planning and practicalities
- What arrangements are in place to facilitate involvement and contributions from others (accessible venue, format, interpreters, signers, sufficient time, advocacy and personal support)?
- What processes do you have in place to regularly review these arrangements to ensure they are working and are appropriate to the needs of service users?
Make involvement genuine
- Is service user involvement embedded in all levels of decision-making that affect the lives of service users? How do you know?
- How do you work with service users to ensure the type and extent of their involvement is agreed at the start of the process?
- What steps have you taken to measure how service users have been involved, how processes have changed to encourage user participation and how much support is provided for user involvement?
Reward people for their expertise
- What financial arrangements are being made, i.e. to pay personal assistants, cover for carers, enable people to attend consultations, meetings etc? Do you have a written policy available?
- What arrangements are in place for paying for people’s time, contributions and expertise? Do you offer independent advice to people about how much they can be paid before it affects their benefits?
Be aware of under-representation
- What steps have you taken to identify those who are rarely involved?
- What efforts have been made to develop relationships with local community/citizenship/faith groups?
- Do you have dedicated staff or staff time to create and sustain these relationships?
Offer training and develop local relationships
- Do you have training for staff concerning service user involvement and is it organised or at least co-facilitated by service users themselves?
- What steps have you taken to find out about local user-led organisations? What sort of relationship do you have with them?
- How can you ensure staff are better informed about service users’ experience?
- What are you doing locally to take advantage of the expertise found within user-led groups?