Meaningful Service User Involvement Service User Involvement. Karen Nicholls
Introduction • Service user involvement has been around since the 1990’s in varying forms of success and levels of involvement • Early forms of Service User Involvement included: • Clinical trials • PAL groups • Advocacy
Service User Involvement • Some current Service User Involvement includes: • Consultations e.g.. Personality Disorder - No Longer a Diagnosis of Exclusion • Planning, running & evaluating services-employed by CMHTs • Training • As Commissioners who decide on funding and future services • Active participation in all levels of research, inc academia and NHS e.g. Project Advisory group • Interview Panels • CPA management and crisis plans
Challenges Faced by Service Users • Bridging the ‘them/us’ gap- professionals maybe seen as authoritarian figures • Does it feel worthwhile? • Anxiety about meeting strangers/going to new places • Feeling able to speak up and be heard. • Communication difficulties with HPs • Will I be paid? • Conflict with other Service Users • Fighting Stigma/being taken seriously
Stigma • Basic personality flawed • “cant do relationships” • Attention Seeking • Manipulative • Untreatable • Therapist’s nightmare • Nutters
Challenges faced by staff • Challenges traditional roles • Anxieties about the unpredictability of situations • Disseminating between useful criticism and general complaining • Having support and money to follow through with Service Users’ ideas or input • Time and resources • Chaotic Lifestyles/Unreliability of SUs • SUs often not familiar with acronyms like PCTs, NIMHE etc, which can be time consuming explaining at meetings
Benefits of Involvement For Service Users • Empowering • Building self confidence and self esteem • Being ‘heard’ and having opinions valued • Building new skills • Learning to interact with others in a positive and meaningful way • Improved services/care plans that meet their desired needs • Removes HPs from idolised roles See them as fallible human beings
Benefits of Involvement For Staff • Research proves treatment outcomes improved • Receiving real feedback..”fresh eyes” • Real tangibility of issues as related by experiences of the Service User.. • Fuller more honest picture • Diverse knowledge/feedback = improved working practice = improved and sustainable service
What can be learnt froma Service User? • Feedback • Helps define and develop appropriate services • Give a “front line” view of how changes affect them • What works / what doesn’t • Training • Helping the professionals understand the realities of their issues thus helping staff to help them more effectively • Skills • Many service users have a variety of pre-existing skills that could provide an invaluable resource • Learning from one another aids an upward spiral of skills development
Getting Service Users Involved • Write to patients/actively encourage involvement on any level • Invite active participation in CPA and crisis plan management • Communication of upcoming events • Invite users to discuss/provide ideas for improvement e.g. steering groups • Build up a team of committed individuals • Include service users in recruitment/training and workshops • Networking with other agencies
Getting Service Users Involved Do’s • Encourage ideas alongside existing complaints • Value and affirm any input • Payment-expenses/travel • Update and feedback any progress • Include diverse service users to gain diverse feedback
Getting Service Users Involved Do’s • Give adequate notice • Flexibility and understanding • Keep low key • Be persistent/patient • Communication!
Getting Service Users Involved Don’ts • Dismiss ideas • Patronise-we do have brains! • Undervalue the importance of issues to service users that seem trivial • Be tokenistic • Be put off by lack of funding • Favour certain individuals • Underestimate the power of the Service User!
Conclusion • Everyone benefits from mutual collaboration • Successful Service User Involvement is a process of development and learning for all
Thank You Any Questions? Useful Links http://www.mind.org.uk/Information/Factsheets/User+empowerment http://www.spkweb.org.uk/Subjects/Service_user_involvement/ http://www.ukmhrn.info/dnn/ServiceUserInvolvement/tabid/98/Default.aspx http://www.dh.gov.uk/PublicationsAndStatistics/Publications/PublicationsPolicyAndGuidance/PublicationsPolicyAndGuidanceArticle/fs/en?CONTENT_ID=4126863&chk=phQ4Mv
BPD WEBSITES • AMERICAN • http://www.bpdrecovery.com/ • http://www.ezboard.com • then under “Find Your Board” type- “Borderline personality disorder Today” • UK • UK websites very informative &some find them very supportive • http://www.borderline.co.uk • http://www.bpdworld.org/