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Involving Service Users: Where Do I Start?

Setting the scene...

Simple things can make a big difference to the success or otherwise of a training event. For example:

• choose an accessible venue
• pay expenses to service users on the day
• make sure all information is in suitable accessible format
• pay attention to participants' needs, especially communication
• Set the ground rules - for example, no interrupting, make sure everyone gets a chance to put their view across,
• avoid jargon

It's important to remember that sometimes people need a bit of time to think things through, and prepare what they are going to say before they actually say it.

Sometimes people can reach saturation point in a meeting, and just need a chance to take a break, chill out and have a cup of tea before rejoining the group - so having facilities available for this really helps.

Building trust is also vitally important. If you don't do what you say you will do, or are tokenistic, or don't cover the things that matter, people will vote with their feet and not participate.

Citizen Leadership...

Citizen Leadership is about enabling individuals to influence decisions and have some control over their own services. By taking action for themselves, citizen action will have wider benefits for other citizens. Citizen leadership guidelines are now available with suggested standards and indicators to help demonstrate how these can apply, by which the leadership contribution of those who use services can be guided and supported.

For example, Jane uses Direct Payments, which has enabled her to take control and organise the services that she needs at a time that suits her. With help from a local support agency, she develops the job descriptions, shortlists the applications, and arranges interviews for suitable candidates. Although there are a lot of hoops to jump through, it has enabled her to gain the support she wants, when she needs it - if she fancies a pub lunch, that's fine, she doesn't have to fit in with the needs of a wider service.

Thinking about Communication...

It's vitally important to think about the communication style you plan to use when developing training materials or events. Be careful not to label anyone, and think about the language you're using. For example, James highlighted how much he hates being called a "dementia sufferer", as he is living a full and enjoyable life, and doesn't need that kind of negative label.

The Service User and Carer Panel from the Changing Lives programme have developed a useful set of flashcards which can be used in meetings and training events:

    "I've got something to say"

   "I've got an idea!"

   "Stop - Jargon!"

Challenges for Organisations...

Changing the culture within organisations can be challenging, and such culture change must be driven at all levels within an organisation to help get away from doing things because "that's the way it has always been done".

Resourcing is another key issue. Sufficient funding to enable the users of services and family carers to contribute to learning and development is generally not included within the commissioning process. The cost of dedicated support and training for co-trainers can be an excellent investment in the future development of services.

Other information

The Scottish Consortium for Learning Disability has published an online Good Practice Guide to Effective Engagement in Social Work Education. This resource shares different examples of good practice currently going on in the universities and gives guidance and advice on how to support service users and carers get involved in different ways.

Another useful resource to support service user and carer engagement has been produced in England by the Social Care Institute of Excellence and partners. The Social Work Education Participation (SWEP) website encourages people to share their experiences of participation through contributing to the website.