Care Services Improvement Partnership

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Meaningful engagement of service users and carers

- Learning Event January 2005

“You said, we heard; together we will do”

1. You said

Putting in place systems to allow service users and carers to communicate views.
Being flexible to the heterogeneity of service users and carers, and the differences in their requirements – need to do this to reach the views of the usually-silent-majority. Opening up to whole communities – Service users and carers seen as constituents not customers.

2. We heard

Communicating to service users and carers that they are at the heart of trust business – e.g. Board Papers re-written for the benefit of service users and carers in plain language.
Messages that reach out into the community.
Respond quickly and clearly to service user input (e.g. adaptation of service user and carer consultation to reflect wishes)
Being clear about service user and carers roles and expectations

3. Together we will do

Service users and carers as leaders; as trainers; and as equal partners.
Services users and carers given responsibility how and when they want it (e.g. – 6 associate directors at South Staffs, involvement in governance arrangements)
Emphasis career development opportunities (e.g. 15-20% minimum standard for employees who have experienced mental health problems in South West London & St Georges)
Service user carer involvement in recruitment of staff
Service user and carer involvement/training in monitoring and capturing the experiences and journeys of other service users and carers (2 PCT-funded service user groups in Leicestershire).