Service User Involvement

What it is….What its not…

Sian Chicken & Rondine Molinaro

In conjunction with:

The origins – Experts by Experience

• 1839 Richard Patmoser advertised in the Times for ‘survivors’ from Mental Health Institutions to join a unique campaign.

• He stated he was ‘not treated like an individual or a gentleman.’

The first peer support group.

• The Friends of Alleged Lunatics Society…… a pressure group of ex-patients leading a 19th century campaign on Human Rights.

• They are the recognised body as a pioneer of peer support.

• They argued that patients should have a choice regarding their care………………...fuelled by a suspicion that they were simply being medicated to live a meek existence in society.

• They were the original ‘Experts by experience’

Health and Social Care Act.

Section 11 of the Health and Social Care Act 2001 places a duty on organisations to make arrangements for meaningful User involvement at all levels.

• Planning services• Changes to services• How they operate

SERVICE USERS and CARERS should be involved in all key aspects of decision making in relation to their care, and that CARERS should be involved as fully as is agreeable to the USER. (NTA 06)

Why ask service users ?

• They have current experience of services.

• They know about substances, how they mix, what they're worth, how to get them, how they effect our lives.

• They can be the check and balance for effective or ineffective treatment.

The Objectives of service User Involvement

• To ensure that substance misuse services are developed to meet the need of service users

• To ensure that substance misuse services are of good quality

• To ensure the delivery of positive treatment outcomes for the individuals

Commissioners should ensure that service users are able to:

• Have their views considered in the development of new strategies and services

• Contribute to the review and performance management of existing strategies and services

• Receive information on planning and delivering of new services in an accessible and jargon-free format

• Contribute to meetings and decision making, whilst having their own needs taken into account eg: practical help with expenses/timing & placement of meetings etc

• Support to deal with jargon, stress, power imbalances• Access to appropriate training

Service Providers should ensure that service users:

• Have easy access to clear information on all the services available

• Have access to information on available treatment options

• Are fully involved in the development and review of their individual care plan and have their needs and goals incorporated into this plan

• Receive information on how to make comments, complaints and compliments about the services they receive

• Contribute to the evaluation of services

The Benefits to Commissioners, Agencies and Planning Groups

• Ensure that services are relevant to local needs• Ensure that services are accountable to service users• Enable service users to voice their opinion on services

and identify good and bad practice• Create more opportunities for people who use or want to

use services to get involved• Encouraging a sense of ownership of services for

service users• Developing innovative ways of working that improve

service quality

The Benefits to Service Users

• They are given the opportunity for their voices to be heard• They feel a sense of empowerment that they are consulted• They are given the opportunity to acquire new skills & training• There is an opportunity for prospective future employment in the

field of substance misuse• They develop a positive mutual support network and gain new

friends• They develop the knowledge to identify good and bad practice• It increases their self-esteem and self-worth

What do service users see once they become involved?

APB

TreatmentSub group

Dip/cjitHarm red

alcohol harm red

Models of care

Shared care monitoring

Adult joint commissioning

User and carerdevelopment

DRD

FORUMSMATS

DEPARTMENT OF

HEALTH

NATIONALTREATMENT

AGENCY

Challenges• Provide Training (policies/local agencies & resources/Sub.misuse flowcharts/confidence training/assertiveness/interviewing panel training/meetings management/presentation skills•Provide regular supervision & nurturing (invest in outside training & qualifications)•Think outside the box – be creative and offer responsibility•TAKE A FEW RISKS – HAVE COURAGE AND BE BRAVE!•Attitudes towards SU

The Drug Treatment system MUST recognise and value the benefit of listening and responding to Service Users and recognise that their experience is often the catalyst for improving the way services are delivered.

• The Welsh Government recognises this and in 2007 commissioned a consultation document:

• Service User Involvement Framework• http://wales.gov.uk/consultation/dsjlg/2007/

serviceuser/serviceusere?lang=en• Google: Welsh assembly service user

involvement Framework

The welsh Government’s Service User Involvement Framework – Ladder of participation

Where are the current gaps?

• Service user representation on planning teams:

• Service users should be represented on the Advisory Panel on Substance Misuse (APOSM), Area Planning Boards, Community Safety Partnerships, Substance Misuse Action Teams and other planning groups.

• Within organisations there may be opportunities for service users to be involved in team meetings, writing policies or planning events.

• Service users given responsibility for a project and it’s outcomes

KForce - History

• Our first service user group was established in 2008.

• The group held their first meeting and called themselves KForce.

• At that time, KForce had 5 members. Today, they have 17 active members.

KForce

Training• Essential training was essential for the survival and

effectiveness of the group.• We deliver training to our service user group every 3

months.• This training includes:

Assertiveness/Confidence-building/Confidentiality/Boundaries/Child protection/POVA/Service structure/funding etc.

• All users, regardless of stability are trained and welcome to join KForce.

The Cafe and Drop-in

• In 2009, Kaleidoscope is approached by KForce – who ask to manage our cafe and drop-in.

• KForce officially starts managing our cafe and drop-in in July 2009.

• 2010 -Kaleidoscope secure Gwent High Sheriff bid to buy a computer, printer and lockable filling cabinet for KForce.

• Sep. 2009 – Kaleidoscope equips KForce with their own office/consultancy suite.

• Jan 2011 – Kaleidoscope secure a Santander grant to buy 4 new computers for the service user drop-in.

• Oct 2012 – Funding secured from the big lottery to refurbish drop-in.

KForce office & Events

External Funding

KForce Kitchen

Social Enterprise

Social Enterprise

• KForce cafe sells subsidised food to our service users, staff and vulnerable populations of Newport.

• KForce provides buffet catering for outside agencies and in-house training days.

• KForce cafe is self-sufficient, and any profits are ploughed back in to the cafe.

Shaping Services

• KForce conducts our annual service review.

• A member of KForce sits on all our staff interviews.

• KForce is consulted before any changes are made to our project or practices.

• KForce are available as a consultancy to any service users unhappy with their treatment.

Volunteering

• We currently have 10 service user and ex-service user volunteers.

• Volunteers help out in the drop-in, completing initial contact forms, mentoring new service users, running groups and helping in the cafe and on reception.

AwardsNewport Volunteer

Creating Employment

• In 2011-12 Kaleidoscope secured funding from the community cohesion fund to employ 2 stable service users to manage the drop-in and cafe.

• In 2012 Kaleidoscope secured funding to employ an additional 2 ex-service users to co-ordinate service user volunteers and manage the social enterprise.

KForce feeds into The Voice Gwent – Regional Service User Group

• The Voice holds it’s first meeting on 15th May 2012• June 2012 - The Voice reviews the DAN 24/7 helpline and emails the report to the

Gwent Providers Group• August 2012 - The Voice is asked by the GPG to review the 2011 HIW substance

misuse review.• November 2012 - The Voice request representation on GPG• November 2012 - The Voice request representation on the APB harm reduction sub-

group• December 2012 – the Voice are officially commissioned to review Needle Exchange

Provision in Gwent.• December 2012 – The Voice are approached to review Newport Drugs Service.• May 2013 – The Voice are consulted by the Chair of Gwent APB and are asked to

create a service user involvement strategy for Gwent.