Who are Users ? |
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| People who use services
are known by many terms; Who do we mean when we say "USER" |
Client - User - Partner - Survivor
- Consumer - Patient .............. We use the term "USER". However it is important to use the term people use for themselves, whatever it is. |
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Remember people who use your services now are not your only users. Think - Potential users |
Past - Present - Future They can give valuable insights into the kinds of services they may use without having been influenced by their experiences of current services. |
| Think - Past users | They are likely to feel freer to share their true feelings about services they've experienced as they are no longer worried about losing support for being outspoken. |
Why ? |
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| Users have expert knowledge. | Users have experiences and insights that give services valuable information about their effectiveness and quality. |
| It creates more efficient services | Improves efficiency as services can target their clients real priorities. |
| It is very cost effective | In a time of limited, sometimes shrinking resources it is essential that services are focused clearly on the real concerns of their users, and the help provided is of real benefit. |
| The Source of practical advice on services | Users have real experience
of Services. Users can be a great source of practical common sense advice to services and other users. |
| Acceptable service and standards | Users and professionals often differ in their opinions about what makes a service good quality. |
| Understanding | Can create an atmosphere of openness & trust. |
| Provides safeguards against abuse. | With users of services
involved in planning, and monitoring services it is less likely
that oppressive, abusive practices can develop. Therefore offering a greater degree of security and protection to potentially vulnerable people. |
Hear the Truth |
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| A service
that strives to meet it's clients needs is aiming for quality. The views of your consumer is your best test of quality. |
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| To
users services at times can seem powerful, and unapproachable. It's Empowering for all concerned. |
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| Usually people say what they feel services want to hear, and don't share how they truly feel, because of fears of losing services and support. | |
| The
College of Health. "There has been increasing acceptance of the value of involving consumers in planning & monitoring care services, and an acknowledgement that such involvement empowers users, and provides useful information for service providers." |
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Ask yourself these questions |
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| Rudyard Kipling wrote: I have six honest men, they taught me all I know, their names were What, When, Where, Why, Who & How We believe if you apply these questions to USER INVOLVEMENT you'll find you have many of the answers you need, therefore ask yourself: Why do you want to involve users ? What do you want them to be involved in? Who do you want to involve ? How will you involve them ? When will you involve them ? Where will it happen ? |
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| Examples
of how Users and Professionals can work in partnership to : Negotiate individual care packages Develop complaints procedures Evaluate services Interview & appoint staff Monitor services Plan & provide training Setting standards Setting the agenda for consultation |
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SURREY USERS
NETWORK AIMS TO
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For information see
our
information pages  |
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| Follow this link to find more information about Local groups and contacts and this link for information about Surrey Users Network and its members involvement at County level Working through focus groups with Surrey Social Services. |
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| Send Sun@sun.org.uk
with questions or comments about this web site. Last modified: Aug 2001 |
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Improve the
range of choice and quality of life for all service users.